Q&A: James Nicholson, Zurich

James Nicholson, chief claims officer of Zurich UK, shares how the provider plans to do more retail and mid-market business and how it uses artificial intelligence to handle claims.

You joined Zurich through the graduate scheme in 1997, rising to chief claims officer in 2023. What are the key changes or innovations you have witnessed? 

One is probably the pace of change itself. It

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