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    • o    Operating with outdated technology and siloed data that slow down claims processes and hinder efforts to improve customer experience and analytics.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.