Making claims more human: How technology helps us focus on what matters most

After hearing Claire H. speak at grape about the power of recognition and culture, I wanted to see how these values play out in everyday life. I asked if I could speak to someone in the claims department – because if there’s one place where insurers touch their customers’ lives the most, it’s there.

I met Laura Ferraro in the quiet library of the B2 Hotel in Zurich to talk to her about the future of claims handling, humanity and technology. What do you expect when you sit down with a claims handler? Precision, perhaps. A keen understanding of the legal framework. A mind focused on details and deadlines. And yes – I’ve seen all of that.

But above all, I got to know someone who is very committed to the well-being of people. Someone who cares.

Insurance is not often associated with emotions. Most people see them as a necessary evil and hope that they never have to use their “services”.

And yet there are people like Laura – people who see it as their job to be there for others when life takes an unexpected turn.

Laura has been working in the insurance industry for more than two decades. Today, she handles complex claims for the personal insurer grape. But she is much more than a claims specialist. She is a coach, counselor and often the person who guides someone through one of the most difficult phases of their life.

“You never stop learning,” she says modestly.

“There’s always something new. A different story. A different constellation. That fascinates me.”

The first call – a reassuring voice

Many of the people Laura talks to are facing illness, loss or burnout for the first time. The first conversation with her is often what gives them clarity in their complicated situation – and hope.

“It’s important that we make contact with people at an early stage,” explains Laura.

“They usually don’t know what is happening or what to expect. We explain the process to them, what is required by law and, above all, how we can help them.”

Sometimes this help leads to a successful reintegration into work. In other cases, it means guiding someone onto a new path.

“We deal with special cases every day,” she says.

“But what is routine for us is often a life-changing event for our customers.”

I asked her to tell me about a moment when she felt that her work had really made a difference.

“There was a young woman who had been having problems for years and couldn’t do her job properly,” Laura recalls. “Her employer called us in desperation. Through careful coordination and support, we realized that she needed something completely different. We helped her find a job in a new environment where she could thrive.”

“She was so grateful. It was a simple job, but it gave her dignity. That was a success.”

The skills – behind the numbers are real people

What makes someone good at this job? Laura doesn’t hesitate.

“You have to look beyond the figures. Read between the lines. Understand people, not just guidelines.”

You don’t learn this in a few months. It takes time, empathy and a deep understanding of interpersonal relationships. You have to read medical reports, listen carefully to employers, observe legal regulations – and at the end of it all, link the facts, figures and contexts together to see the person behind the case.

“You can’t treat everyone the same,” adds Laura.

“Every case is different. Every story requires an individual approach.”

And that’s not just a sentimental statement, it’s a strategy. The most effective claims teams are those that combine technical expertise with human insight. This unique combination helps people regain stability and look to the future.

The technology – support, not a replacement

I couldn’t resist asking: “Will technology and AI replace you one day?”

Laura paused for a moment and then answered with calm certainty.

“No, I don’t think so. The technology supports me. It gives me the time and space to focus on the people I need to help.”

grape is not about replacing people. It’s about enabling them to do what machines can’t – connect, understand and care.

“Technology has to support us,” explains Laura.

“I still remember working with paper files and searching through documents by hand. Now it’s so much easier to find what you need and focus on the essentials.”

In Laura’s world, technology eliminates disruptive factors, handles administrative tasks and delivers the right information at the right time so that people can do their real work – taking care of the people who need help.

The culture – personal responsibility, craftsmanship and care

“At grape, each of us takes personal responsibility. You can feel that,” says Laura proudly.

“From claims processing to technology, everyone takes responsibility for making things better – not just once, but all the time.”

Improvements are not specified in presentations. They are created at the table – engineers and claims specialists sit side by side and solve real problems together.

“If something can be improved, we develop it together,” she adds.

From advanced fraud detection systems to real-time payments, grape is not your typical insurer. The platform removes administrative friction, so professionals like Laura can spend more time connecting with people – and less time on paperwork.

“The platform is our baby,” she says with a smile.

“We all feel that way. Engineers, insurance professionals – we sit together, we iterate, we care. And that’s why we can focus on what’s really important: helping people get their lives back.”

The mindset – setting boundaries

Working with people who are ill or in distress is very emotionally draining. Some cases stay in your head long after the phone call.

“I’m a mother,” says Laura.

“I understand the stress of being ill and at the same time being responsible at home. I treat every case with empathy. Sometimes I still think about certain people at home. That’s not easy. But over time, you learn to set boundaries. Nevertheless, some stories stick with you.”

And perhaps that is precisely the reason why her role is so important.

For Laura, claims are more than just insured events and figures – they are human destinies. She accompanies people in a difficult situation and helps them to find their way forward.

The future – technology with heart

As I left the library, I wondered if I had ever touched someone’s life as deeply as Laura did – quietly, consistently and with so much care. Not through grand gestures, but through presence, clarity and an empathy that doesn’t have to be loud to change lives.

With grape, this is no exception – it is the culture.

The future of insurance is not about machines replacing people, but about machines empowering people to act with more empathy, precision and determination.

Mirela Dimofte

Read also: The silent power of recognition