Lemonade, the insurance company powered by AI and social good, today announced the appointment of Sean Burgess as Chief Claims Officer.
Burgess joins Lemonade after more than 25 years at USAA, serving the military community and their families. In his new role at Lemonade, Burgess will oversee the company’s key claims functions across the US and EU, and report to Gavin Blair, SVP, Customer Operations.
“We’ve always had a lot of respect and admiration for USAA, which, despite being a 100 year old organization, managed to maintain very high customer satisfaction scores,” said Shai Wininger, Lemonade CEO and cofounder. “Sean led one of the best claims teams in the world, and his joining not only marks an important milestone for Lemonade, but also sends a strong message to the industry. Sean’s knowledge, coupled with our technology, will allow us to continue redefining what a state-of-the-art 21st century claims organization looks like.”
Most recently, Burgess held the role of Chief Claims Officer at USAA, where he led a high-performing team to build and manage some of the company’s digital-first products, including touchless auto claims experiences. During Sean’s leadership, the company doubled in size, becoming the third largest homeowners and fifth largest auto insurer in the US, all while delivering world-class service and industry-leading loss adjustment expense (LAE).
“I’ve followed Lemonade over the years since it launched, and have always admired all that Lemonade is known for – its customer-centric products, technology and AI, socially impactful business model, and so much more,” said Sean Burgess, Lemonade Chief Claims Officer. “As a veteran of the insurance industry, it’s exciting to be leading the charge now with Lemonade. The technology and use of AI, alongside what the team has built in their claims functionality and experience, is first-in-class.”
As part of this move, Burgess will be filling the role of Jim Hageman, the company’s first hire in this role when founded more than five years ago and famously known among customers as the face of “AI Jim.”“Saying hello to Lemonade was easy; saying goodbye was much more difficult,” said Jim Hageman, former Chief Claims Officer. “Lemonade has been like family to me for the last six years, so when I decided to move on, we had, well, a family talk, and found a really great fit for the future of Lemonade Claims. Sean brings the perfect blend of experience and humanity, and I am very confident he will continue to build on Lemonade’s success.”