Max Malaret

Claims are at an inflection point – customer expectations have accelerated, weather events and complexity continue to rise, and carriers face mounting pressure to deliver faster, more accurate, and more transparent resolutions. In this dynamic environment, a key to success is reimagining the claims journey through advanced AI, automation, and integrated digital workflows. In this joint session, Andrew Leeds and Max Malaret share how their teams at Plymouth Rock Assurance are modernizing claims operations across both the home and auto lines to deliver consistency, speed, and expertise at scale. From intelligent triage and automated damage assessment to enhanced agent enablement and smarter fraud detection, Andrew and Max will unpack where AI is generating real value today—and what meaningful modernization truly looks like behind the scenes. Attendees will walk away with practical insights on:

• Implementing AI-driven tools to support adjusters and agency partners without replacing human judgment
• Streamlining claims approaches to home and auto claims where synergies exist, while making differentiated choices when required
• Implementing AI and automation in ways that improve accuracy, reduce cycle times, and strengthen customer trust
• Creating change-management tactics that allow smooth scaling of new claims technologies