Loss adjusting has evolved dramatically, but newly appointed Sedgwick CEO Simon Kay says its core purpose of helping people and businesses recover remains unchanged.

Simon Kay, Sedgwick’s recently appointed CEO, believes one of the biggest emerging challenges facing loss adjusters is managing capacity and supply chain resilience as catastrophes increase in both frequency and severity.

As demand grows, he says the profession must continue to adapt. Artificial intelligence has a clear role to play as an enabler that can protect service quality when pressure is highest.

“AI holds the ability to make our colleagues more efficient and protect the speed and quality of response when it matters most,” Kay says.

That distinction is important. For all the focus on digital tools, Kay’s view is that technology should strengthen the claims response, not strip away the judgement, empathy and trust that complex claims require.

A journey shaped by constant change

Originally from the UK, Kay has spent more than 30 years in loss adjusting and claims leadership, working across multiple countries and markets.

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