Intact Insurance has introduced a new claims charter. In this edition of IBTV, recorded at the BIBA Conference 2026, Karl Helgesen, COO for UK & Ireland, examines the challenges the charter addresses; how brokers can track performance; and how the overall claims experience should be improved.
00:05 Earlier this year, Insurance Business was here at the BIBA Conference 2026 to ask the industry's biggest questions to insurers, brokers, MGAs, associations, and more.
00:20 Well, really the charter in itself is designed around the areas that both our brokers and our customers tell us matter most to them at the point of claim. So often what we see are experiences where there's uncertainty around coverage, there may be delays, and equally, really a lack of ownership more generally within the market.
00:36 And we want to give our brokers and our customers confidence in our claims process. And that's really what the charter is setting out to achieve, and to make sure that we've got real clarity on those commitments that we are targeting and want to deliver against.
00:57 So yes, measurement actually is really important to us. The charter itself is not designed just to be a standard set of statements of intent.
01:05 Actually, they are measured and tracked internally, and we have a number of operational KPIs that we use today to be able to measure adherence against those commitments.
01:13 I think what's important to us is that we want to be able to share those with brokers and also use that MI to continually improve our commitments and our service delivery.
01:21 So the charter in itself is not effectively a "once and done." We will continue to evolve and develop it as broker needs and customer needs continue to change and evolve as well.
01:39 Ultimately, as we continue to progress delivery against those commitments, we expect that the claims journey will continue to be quicker, simpler, and ensure that our customers get communication at the points that are important to them.
01:46 We really want to remove uncertainty from that process. We think that's good in terms of engendering trust for both our brokers and our customers because ultimately it's not just about our reputation.
01:55 It's equally about the reputation of our brokers who place their trust in us when they place business with us. It's also incredibly important for the industry.
02:17 Ultimately, that's one of the things that we want to measure ourselves against. We'll always have challenges around being able to consistently deliver every single time.
02:24 But what we do have is the MI that allows us to identify where things may not quite be working as we want, and it allows us to put actions in place to ensure that we are able to recover quickly and meet those commitments as well.
02:41 I think generally raising expectations on claims service is a good thing, and we really have an ambition to lead the market in terms of excellence around thinking on claims delivery.
02:50 It's incredibly important to us. I think it's important for our brokers and our customers, and equally it's also important for the reputation of the industry itself as well.
