This article discusses competing strategic goals and success factors in nonlife insurers’ claims management using new and ad hoc empirical data. We struc- ture the study of the companies’ aims along the three main conflicting goals: (1) the minimization of claims volume, (2) the optimization of internal claims processes, and (3) the maximization of customer satisfaction. We analyze the insurance industry perspective through a qualitative survey carried out in Ger- many and Switzerland. Findings on the current and expected importance of selected topics are derived. The results shall lead to managerial implications improving industry practice and serve as a starting point for further research. Our findings are relevant for academics and practitioners beyond the two mar- kets surveyed in the study.