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.
Only 23% of the insurers that report real revenue gains from AI said they have achieved true enterprise-wide integration
The FCA's own review found poor outsourced claims oversight was the most common failing across its sample - Sedgwick's report frames this not as a warning but as a description of enforcement already in progress
The insurer's vendor-agnostic hub is already live in five entities, with AXA XL among those building claims and email applications
The October event targets early-career professionals as experienced talent exits
ChatGPT is top for recognition - but not necessarily peoples’ favourite to use
