Why I'm writing here
A short note on what this site is, why claims software is at an inflection point, and what I plan to publish.
I’ve spent most of my career building software for the insurance claims industry — an industry that, for all its scale, has been quietly waiting for the operating-system moment that retail, finance, and healthcare have already had. That moment is happening now, and it’s happening unevenly.
This site is where I’ll think about it in public.
What you can expect
Three loose categories of writing:
- Field notes from inside the build. What I’m learning shipping AI-native systems for property and auto claims. The decisions, the trade-offs, the small things that don’t make it into the keynote slides.
- Industry essays. Where claims tech is going, what carriers and TPAs are actually buying, and what’s hype versus what’s load-bearing.
- Operator UX deep-dives. The discipline of designing for people whose job is to make hundreds of decisions a day under regulatory pressure. There is no domain where UX matters more, and no domain where it gets less attention.
Why now
Two reasons.
First, the agentic shift is real for claims in a way it isn’t yet for most enterprise verticals. The shape of a claim — structured data, document-heavy, decision-graph-driven — is uncannily well-suited to what modern model architectures are good at. We’re going from co-pilot to operator faster than people outside the industry realize.
Second, the people closest to the work — adjusters, examiners, SIU specialists, supervisors — have been undersold and over-tooled for a decade. The software they use should be a force multiplier, not a chore. I have strong feelings about this. They will show up on this site.
If any of that sounds interesting, the writing starts here. Get in touch any time.
— Dilip