London Market Claims: From Speed to Fraud Prevention, A New Era of Insurance

In this episode of The Tx Show, Rakesh Pal (VP, Insurance Vertical Head) and Sumit Sharma (Senior Consultant - UK Insurance Practice Lead) explore the critical role of claims in the London Market. Claims are no longer just an operational function; they have become a strategic capability that defines customer experience and retention.

They dive into the key challenges insurers face, including multi-jurisdictional claims, delegated authority, and the complexities of managing claims across syndicates. With increasing customer demands for faster, more transparent claims processes, technology has become a game-changer in meeting these expectations.

Key highlights include:

• The shift of claims management from an operational task to a central strategic focus.
• How insurers are leveraging AI, automation, and fraud detection to streamline the claims process.
• The growing importance of triage and claims visibility in ensuring customer trust and satisfaction.
• The balance between automation and empathy in claims handling and why a hybrid approach is essential.

The episode also explores:

• Why claims experience is now a major factor in customer retention.
• How insurers can modernize claims processes to stay competitive in the evolving market.
• Real-world examples of how technology is improving the speed, transparency, and accuracy of claims management.