Daniel Lukich (pictured) is going to London in September and the questions he’s looking to answer are of considerable interest to brokers in the intermediated motor insurance space. Lukich is strategic relationship manager for AAMC, one of Australia’s largest providers of motor accident management services. In recent years he’s raised industry awareness around the challenges facing the intermediated motor space and its claims process. Lukich and some brokers say this process, with its multiple touch points, can be very slow compared to the claims process for directly sold motor cover. He’s in London to investigate how different firms across the UK’s motor ecosystem deal with this challenge.
“It remains a key issue,” said Lukich. “Direct insurers in Australia typically have more control over the entire claims journey - from FNOL (first notification of loss) through to repair completion – so they can optimise for speed and consistency.”
This contrasts with intermediated channels that often involve multiple parties, he said, which can create bottlenecks and reduce transparency. Lukich said he wants to see if UK stakeholders “have cracked this challenge” or found ways to collaborate more effectively.
“The primary aim is to understand how different organisations across the motor claims ecosystem – insurers, TPAs, repair networks, brokers, and tech providers – are applying technology to streamline operations, reduce delays, and improve customer outcomes,” said Lukich.
Lukich expects the insights he finds to be particularly relevant to Australia. UK motor stakeholders have a strong track record of innovation, he said, within a system that is similar to Australia in terms of claims complexity and distribution models but in a somewhat different regulatory context.
“The UK has a mature motor insurance market and is home to a broad range of established players and emerging insurtechs,” he said.
Lukich plans to meet directly with industry thought leaders and innovators. “We're particularly interested in meeting with businesses that are further down this path, to better understand what’s working in practice, what challenges they’ve faced during implementation, and how they’re measuring success,” he said.
He said one focus is finding out how UK firms are managing the balance between digital automation and human decision-making in the complex, intermediated landscape.
He said the range of tech solutions to claims and accident management challenges is expanding rapidly, including in automation and artificial intelligence (AI). “We're particularly interested in meeting with businesses that are further down this path, to better understand what’s working in practice, what challenges they’ve faced during implementation, and how they’re measuring success,” said Lukich.
Some of the key technology questions related to the claims process that he’s exploring in London, he said, include:
1. What technologies have delivered the most meaningful impact on cycle time and customer experience?
2. How are organisations managing integration across multiple systems and stakeholders?
3. Where is automation best applied and where does human oversight remain essential?
4. How are data and analytics being used to drive continuous improvement in the claims process?
Stakeholders say adopting newer technology to improve intermediated motor claims processes is only one side of claims challenges and that creating clearer accountability is key.
He said he’s “particularly keen” to find out how motor industry players use tech across claims touchpoints to create clearer accountability, real-time communication and faster decision-making.
“I'm also curious to see what they’ve chosen not to automate and why,” said Lukich.
Are you an insurance broker in the motor sector? What do you see as some of the challenges in the intermediated claims process? Please tell us below.
