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.
The digital rollout arrives in a market where premium finance costs and underwriting capacity have long lagged the rest of the UK
The market is recruiting junior claims staff faster than ever - and losing the experienced professionals who actually know how to handle a complex, disputed, high-value claim
As claims grow more complex and more consequential, the profession needs to rethink what good claims management looks like
Industry bodies tell peers regulation is working but outsourcing oversight and consumer understanding need improvement
New Insurance Charity grants target back-to-school costs amid squeeze on insurance professionals' pay
