Member event: London market claims online discussion
London market claims member's virtual roundtable
Online Teams Meeting
TIN Members Special Interest Group (SIG)
This is a member only event.
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Overview
This members-only virtual discussion will focus on transforming claims performance in the London Market.
Full agenda below.
Led by:
Jeremy Burgess
CEO
The Insurance Network
- Agenda
- Welcome and recap
- Brief review of key takeaways from the previous London Market Claims event
Objectives for the follow-up discussion - Top 5 Challenges around London Market Claims
- 1. Balancing Operational Efficiency with Personalised Client Claims Service
- o The pressure to drive automation and straight-through processing while maintaining tailored, relationship-driven service — especially in complex/specialty lines.
- o What is the adoption of AI within claims?
2. Legacy Systems and Data Fragmentation- o Operating with outdated technology and siloed data that slow down claims processes and hinder efforts to improve customer experience and analytics.
- o Difficulty integrating new tools (e.g., AI, RPA) into legacy architecture.
3. Talent & Workforce Management in a Changing Market- o Attracting and retaining skilled operational and customer service staff, especially with growing demand for digital and data skills.
- o Managing hybrid/remote workforces while ensuring performance and collaboration.
4. Regulatory and Market Compliance Pressures- o Keeping pace with evolving FCA, PRA, Lloyd’s, and Consumer Duty requirements, and embedding these in day-to-day operations without adding excessive friction.
- o Claims becoming the fifth hurdle
5. Delivering Change and Transformation at Pace- o Balancing "business as usual" with delivering large-scale claims transformation (e.g., tech modernisation, AI implementation, market initiatives like Blueprint Two).
- o Managing change fatigue and getting buy-in from frontline teams while delivering measurable outcomes.