From life-or-death emergencies on the front lines as an EMT to navigating the high-stakes world of cyber claims, AXA XL Cyber Claims Specialist Sagar Yadav has been driven by one core principle: staying calm when chaos strikes.
Whether responding to a 911 call or guiding clients through a data breach, the skills he developed-- empathy, structured decision-making, and quick response -- have proven invaluable. Just as triaging a medical emergency requires a clear head and methodical approach, so does managing a cyber incident. Both demand resilience, teamwork, and the ability to ask the right questions at the right time. These traits, picked up during some of life’s most intense moments, now help Sagar support AXA XL’s cyber insurance clients in recovering from their digital crises.
Talking with Sagar about his career shows how he moved from emergency response to working in cyber insurance, using the skills he learned along the way.
Tell us how you got from working as an EMT to now, as a cyber claims specialist.
SY: While attending St. John’s University, I also worked full-time as an EMT in Brooklyn, New York. Balancing both school and demanding emergency medical work was challenging but incredibly rewarding. I responded to a wide range of urgent calls, from accidents and medical emergencies to life-threatening situations. One of the key lessons I learned was the importance of teamwork—working closely with a partner to assess situations quickly, coordinate responses, and ensure everyone’s safety. This experience taught me to stay calm under pressure, think on my feet, and communicate effectively in high-stakes moments.
After completing my undergraduate studies, I decided to pursue a law degree at Pace Law School. I worked for a law firm for a couple of years before a friend’s job handling cyber claims intrigued me. Eventually, I followed that friend’s lead and joined AXA XL as a cyber claims specialist.
How has your experience as an EMT shaped the way you respond to high-pressure situations in cyber claims?
SY: My background as an EMT, combined with my legal education and experience in law, has given me a unique perspective on handling complex claims, whether they involve immediate physical emergencies or intricate cyber incidents. My experience as an EMT taught me to remain calm and collected during emergencies, which is crucial when handling cyber claims. Call on our cyber claims hotlines often feel like emergency calls. Insureds may be panicked or overwhelmed by the situation. In those moments, I rely on the same principles I used as an EMT: listen carefully, ask the right questions, and follow established procedures. Staying composed helps clients feel reassured and allows me to gather the necessary information efficiently to guide the response effectively.
Insureds may be panicked or overwhelmed by the situation. In those moments, I rely on the same principles I used as an EMT: listen carefully, ask the right questions, and follow established procedures.
What parallels do you see between triaging medical emergencies and managing cyber incidents?
SY: Triaging medical emergencies and managing cyber incidents both require a structured approach to quickly assess the situation and prioritize actions. As an EMT, I had to identify the severity of a patient's condition and determine the immediate steps needed. Similarly, in cyber claims, I evaluate the scope and impact of a breach, identify critical issues such as data loss or system compromise, and follow protocols to contain and mitigate damage. Both scenarios emphasize the importance of following established procedures to make informed decisions under pressure.
EMTs rely heavily on protocols and checklists. Do you find a similar structure useful in cyber claims handling?
SY: Absolutely. Protocols and checklists provide a vital framework that ensures nothing is overlooked during a crisis. When handling cyber claims, having clear procedures helps narrow down the problem, whether it’s ransomware, phishing, or data theft, and guides the questions I need to ask. This structured approach reduces chaos, enhances efficiency, and ensures that each step is taken systematically to address the issue effectively.
How did working with patients and families during crises prepare you for communicating with clients during a cyber breach?
SY: Working with patients and families during emergencies taught me how to maintain a calm, empathetic demeanor even in stressful situations. Cyber breaches can be unsettling for clients, who often feel vulnerable or confused. My experience helps me to reassure clients, explain complex issues clearly, and manage their expectations. While a medical emergency might involve life-threatening situations, in cyber incidents, the emotional stakes are high too. Clients want to know they’re in capable hands.
Are there any lessons from the field, like teamwork or rapid decision-making, that have made you more effective in your current role?
SY: Teamwork is fundamental. As an EMT, I learned that working cohesively with my partner is essential for a swift, effective response. This lesson translates directly into cyber claims management, where collaboration with IT specialists, legal teams, and clients is crucial. Rapid decision-making, underpinned by clear communication and trust, ensures that responses are timely and effective, minimizing damage and restoring normalcy as quickly as possible.
What would you say to someone looking to transition from a high-stakes, hands-on job like EMS into the cyber insurance or claims world?
SY: I’d encourage them to do it. Working as an EMT exposes you to the raw realities of crisis management and sharpens your ability to remain calm and focused under pressure. These skills are highly transferable and valuable in cyber claims, where quick thinking and structured responses can prevent further damage. It’s a challenging transition, but one that offers meaningful opportunities to apply your crisis management skills in a new context.
