Analysis

James Nicholson: What to keep an eye on in the claims sector for 2026

By 2025-12-01T08:00:00

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With the New Year in sight, Zurich’s chief claims officer predicts a significant uptick in claims from ’failing AI systems’ and ’wrong decisions’ being made regarding customer experience

While the wider insurance industry eagerly awaits a Christmas break, the claims sector never sleeps – something that Zurich’s chief claims officer James Nicholson knows all too well.

With nearly three years’ experience in his position, Nicholson has steered Zurich through evolving geopolitical and cyber risks and, of course, the growing influence of artificial intelligence (AI) on the customer journey.

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