For decades, claims was viewed primarily as a service function measured by efficiency and cost control. Today, leading insurers are redefining it as a source of competitive differentiation. In this opening conversation, we explore how claims performance influences retention, brand trust, operational insight, and long-term profitability. What distinguishes a modern claims organization from a traditional one? How are carriers elevating claims leadership to the strategic table? And how can claims excellence shape enterprise-wide performance? This session sets the tone for the summit by positioning claims transformation as a growth lever, not just an operational upgrade.