Former claims examiner turned product leader, with a practical perspective on claims transformation, decisioning, AI, and designing technology around the people who actually do the work.
Krista Eger is Vice President of Product at Benekiva, where she brings years of firsthand claims experience to the technology being built for modern claims teams. She began her insurance career in the call center, moved into claims and claims leadership, and later into transformation work before making the move into product. Today, she brings both sides of that experience to the stage: the perspective of someone who has worked the claims and the responsibility of someone now building the systems that support them.
Krista has chased documents, worked complex claims, managed manual processes, and made the judgment calls that don’t fit neatly into a workflow. Her product philosophy starts with what claims work actually looks like.
Technology can’t fix a process you don’t understand. Krista challenges carriers to question the checklists, handoffs, reviews, and “we’ve always done it this way” requirements before rebuilding them in a new system.
Claims professionals know where the real risk, friction, and workarounds live. Krista believes examiners should be treated as subject matter experts and co-designers of the systems meant to support them.
Practical, examiner-led conversations about claims transformation, product design, AI, and the human realities behind the process.
Why claims transformation should begin by questioning the current process—not simply recreating the same checklists, handoffs, and workarounds in a newer system.
What technology teams miss when they design claims systems without the people who actually work the claims—and why examiner involvement leads to better workflows, better adoption, and better outcomes.
Straightforward claims often stall not because they're complex, but because people aren't clear on who is empowered to make the decision. Krista explores how clearer decision logic reduces handoffs, unnecessary reviews, rework, and fear.
A practical approach to AI in claims: use it to summarize, investigate, draft, organize, and surface information while keeping accountability and judgment where they belong—with the claims professional.
Claims professionals work with grieving families, difficult investigations, unusual beneficiary situations, and emotionally complex files every day. Technology should remove administrative weight from that work, not add another layer to it.
Many organizations do not lack assessments, data, or good ideas. They struggle to move. Brent talks about the cost of waiting for perfect certainty and why sometimes the most valuable thing a leader can do is make the decision, learn, and keep moving.
View Krista's previous LinkedIn Live Streams, sharing best practices on claims modernization and transformation.
View previous thought leadership articles from Krista.
August 26, 2026
June 11, 2026
January 21, 2026
January 16, 2025
“If your process needs a human to remember what happens next, it is already a broken process.”
ON CLAIMS WORKFLOW DESIGN
“Digitization is doing the same thing on a screen. Transformation is asking why that thing exists at all.”
ON DIGITIZATION VS. TRANSFORMATION
“Every manual step has to earn its place.”
ON QUESTIONING LEGACY PROCESSES
