A claims handler in the UK insurance market manages the end‑to‑end journey from first notification of loss through investigation, negotiation, settlement, and closure, and is often the most visible representative of the insurer. Firms are investing in training, digital FNOL, automation, and decision‑support tools to help claims handlers deliver fair, timely, and consistent outcomes aligned with Consumer Duty, while also capturing feedback and data that inform underwriting, pricing, and product design.
