Adacta sums up Digital Insurance Summit 2026: Modernising the Core to Make Claims Boring

Why Claims Deserves the Spotlight

Sales tend to command attention because they bring revenue in. Claims, which send money out, are easy to treat as a cost to be managed. Solomonov argued this is the wrong lens. A claim is the moment the insurer's promise is tested, and the experience a customer remembers long after the policy was sold.

"When the client buys the policy, they buy the promise. When the client has a claim, they check the promise. If the check is wrong, they will remember it for many years."

Legacy: The Real Brake on Change

The obstacle, in claims and elsewhere, is legacy. Ageing core systems are difficult to connect to new ideas and, at worst, operate as costly black boxes that few are willing to touch. Adacta's recent State of Claims Automation in Europe study highlights the gap between intent and execution: 74% of insurers report having a budget for claims automation, yet only 17% are satisfied with their progress. Investment flows into visible improvements at the edges, but while the core remains legacy, little changes for the customer. A claim registered in five minutes still disappoints if payment takes three weeks.

Three Levers, One Foundation

Solomonov outlined three areas where insurers can act, each dependent on modernising the core: process automation and straight-through processing, an API-first ecosystem, and the pragmatic use of AI.

A live demo illustrated the result: a claim submitted via a simple chatbot was automatically validated against policy, coverage, liability, and fraud checks, and settled, without manual intervention.

On AI, his position was measured. Given an evolving regulatory environment that includes the EU AI Act and DORA, Adacta positions AI as a day-to-day assistant rather than a replacement for human decision-making. In claims, this means bringing all relevant case data from internal and external sources onto a single screen and helping adjusters assess coverage, liability, and fraud risk, while keeping the decision in their hands.

A Clear Direction for Insurers

Solomonov closed with a pragmatic recommendation: modernise gradually. Multi-year programmes that deliver no interim results risk being outdated on arrival. The better path is to start where operational pressure is greatest, often in claims, show results early, and build from there.

"Running a project that lasts two to three years without any in-between goals or quick wins is not what we prefer. We want to give results as fast as possible, and then gradually improve them."

The message from Prague aligned with Adacta's positioning: modernisation begins with the core, and the objective is not technology for its own sake but operations that run quietly and reliably. A modular, solution based, API-first, and configurable platform gives insurers that foundation.