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 investigations, managed manual processes, talked with grieving beneficiaries, and made the judgment calls that don't always fit neatly into a workflow. Her product philosophy starts with what claims work actually looks like.
New technology cannot fix a process an organization doesn't understand or is afraid to question. Krista challenges carriers to examine the checklists, handoffs, reviews, workarounds, and "we've always done it this way" requirements before rebuilding them in a new system.
Claims professionals know where the real risk lives, which shortcuts keep work moving, and where unnecessary friction gets in their way. Krista believes examiners should be treated as subject matter experts and co-designers of the systems intended 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.
Death notification and beneficiary claim initiation answer two very different questions. Krista explores why separating them can reduce competing claims, unnecessary operational work, privacy concerns, and frustration while helping carriers pay the right person faster.
Published thought leadership, whitepapers, and live conversations
THOUGHT LEADERSHIP
Benekiva Insights
THOUGHT LEADERSHIP
Benekiva Insights
INDUSTRY SPEAKING
International Claim Association Annual Education Conference
“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
