A review of the key themes we expect to be discussed at London Market Claims 2025.
As the only event dedicated exclusively to advancing claims performance in the London Market, the 2025 London Market Claims event will be a focal point for insurers, brokers, claims professionals and clients. Based on the 2024 pre-event survey and keynote insights, this year’s conference is set to build on several critical priorities. We anticipate a strong focus on strategic digitalisation, workforce transformation, process optimisation and claims as a customer-centric differentiator in the market.
AI and automation: from possibility to practicality
Artificial intelligence and automation will remain at the heart of the 2025 agenda. With the survey identifying adoption of AI and automation in claims as the top challenge, attendees are eager to explore both current use cases and future potential. Practical discussions are expected around how AI can be integrated into ageing systems, the scope of straight-through processing (STP) and the business case for automation in low-value claims handling.
Case studies highlighting both success and lessons learned will be in high demand. Delegates are particularly interested in understanding how AI is being used by peers and what tools are delivering tangible returns. As raised in the 2024 keynote by Colin Masson of Munich Re Specialties, the industry must be cautious not to replace human expertise too quickly, but rather use AI to support decision-making, improve legal and policy interpretation and increase responsiveness.
Using data and analytics to drive claims excellence
The need to unlock the value of data is another prominent theme. In 2024, attendees stressed challenges in harnessing disparate data sets, enhancing management information and gaining actionable insights from unstructured sources such as policy documents. This year, we expect sessions will focus on how insurers and brokers can better use data to improve decision-making, eliminate friction in the claims journey and deliver better customer outcomes.
Data-driven innovation will likely be framed around how analytics informs underwriting, pricing and reserving to create a more connected insurance value chain. Discussions may also explore the use of real-time data to enable faster claims payments and improve loss adjustment.
Blueprint Two implementation: beyond compliance
Blueprint Two (BP2) will again feature on the agenda, but the tone may shift from general awareness to execution and value realisation. The 2024 survey revealed concerns around timelines, clarity of benefits and practical training, particularly for brokers. Attendees in 2025 will be looking for honest updates on the rollout of Phase One and a roadmap for what comes next, including post-BP2 enhancements and integration with other market initiatives such as Faster Claims Payments (FCP).
Stakeholders are seeking not just reassurance but insight into how Blueprint Two can genuinely transform claims handling. Practical sessions on market readiness, interoperability and process simplification will be central to these conversations.
Streamlining claims operations for better productivity
Operational efficiency remains a strong undercurrent, particularly with the continued drive to do more with less. The 2024 survey highlighted significant appetite for streamlining payment processes, eliminating legacy systems and reducing manual interventions in routine claims handling. We expect the 2025 event to showcase initiatives involving portals, smart triage and automation in simple claims, especially under SCAP (Single Claims Agreement Party).
This theme will likely be tied to organisational agility, examining how operational improvements can be achieved incrementally alongside major change programmes such as BP2. Delegates may also expect insights into removing unnecessary steps, improving ECF adoption and shifting more claims into digital-first channels.
Balancing technology with talent and leadership
Perhaps the most nuanced challenge facing the market is how to embed innovation without losing the human element. A recurring theme in the 2024 keynote and panel discussion was the tension between adopting technology and preserving claims expertise. Speakers such as Gabrielle Folliard and Julia Graham warned against over-reliance on automation, advocating instead for investing in new skills, leadership and making claims a destination career.
At the 2025 event, expect renewed focus on leadership in change management, as well as discussion on how to attract, retain and develop talent suited to a digital environment. Topics may include hybrid training models, AI oversight roles and balancing remote working with cross-functional learning.
Claims as a strategic and customer-facing asset
The perception of claims is evolving from a back-office function to a front-line driver of customer experience. As noted by both keynote speakers in 2024, superior claims handling now directly influences insurer selection and loyalty. In 2025, we anticipate more emphasis on measuring claims performance through a customer lens, with transparency, empathy and communication seen as core service standards.
Sessions may also explore how closer collaboration between underwriting and claims can yield better pricing, client outcomes and operational synergies. This would reflect a growing call for aligned data sharing and shared accountability across the insurance lifecycle.
Responding to emerging risks with greater resilience
The increasing complexity of global risk, driven by climate, political instability and cyber threats, means claims functions must be resilient and agile. Drawing on insights from tools such as the Global Risk Radar, speakers in 2025 may explore how claims teams can prepare for interconnected, systemic events. Innovations such as parametric insurance, real-time event monitoring and automation in catastrophe response are likely to feature prominently.
Conclusion
The 2025 London Market Claims event is poised to address the sector’s most pressing issues, from AI and data to leadership and customer expectations. This year’s discussions will likely pivot from abstract ambition to operational delivery, providing attendees with the tools, strategies and inspiration to build a future-ready claims function that balances efficiency with empathy.
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