From support act to strategic partner: aligning claims and underwriting to drive performance

London Market Claims meeting summary

What does real claims and underwriting alignment look like in practice?How do you build collaboration into the structure of your business, not just your intentions?

These were the central questions explored in our latest London Market Claims meeting, focused on elevating claims from a support function to a strategic, value-generating partner in underwriting.

The session started by challenging the assumption that collaboration between claims and underwriting happens naturally. In reality, it takes deliberate effort. This means aligning teams structurally so that claims and underwriting leaders face off at the same level and embedding claims professionals in planning processes, renewal meetings and portfolio development.

A model for collaboration

A model was discussed where claims analysis is treated as an essential input to underwriting strategy. Regular feedback loops, clear service propositions and portfolio-aligned teams could ensure that insights flow both ways. Claims should be positioned not just as a safety net, but as a core component of the client value proposition.

It was also stressed that operational excellence is taken as a given. The real differentiator lies in insights. “Claims is not in-tray out-tray anymore,” one participant said. “The future is insight, client-facing confidence and sales alignment.”

It was argued that claims teams must think more like business enablers, identifying opportunities to grow the core book, support new product development and deliver cost-effective service. Technology has a role to play, particularly in removing manual, low-value tasks. But real progress comes from redefining what a claims professional looks like.

Developing essential skills for tomorrow

Many participants emphasised the importance of evolving skillsets. Analytical capability, communication and business acumen are now just as important as technical claims knowledge. However, addressing this through defined career pathways and training is a challenge, as is actively recruiting from analytics backgrounds and rotating talent across the business.

It was agreed that the market is on a journey. Some firms have already embedded claims leaders in board structures and portfolio planning. Others are just starting. But across the board, there’s a shift – from claims as cost centre to claims as commercial enabler.

So what does a modern claims team need to succeed? A seat at the table. A strong feedback loop with underwriting. And talent equipped to influence decisions, not just respond to them.

If you want to be part of these forward-thinking conversations, share your own experiences and help shape best practice across the market, join us at London Market Claims on Oct 7th.

For more information about the events or membership, contact Tom@TIN.events