Fresh from a fact-finding mission to London, Daniel Lukich (pictured), strategic relationship manager for AAMC, has returned with a message for Australia’s intermediated motor insurance sector: the UK’s approach to claims management could hold the key to faster, more efficient outcomes for brokers and their clients.
According to Lukich and many brokers, Australia’s intermediated motor claims process is notorious for its complexity and sluggish pace. Multiple touchpoints – between brokers, insurers, repairers and suppliers - often result in frustrating delays, especially when compared to the streamlined experience of direct motor insurance. Lukich’s mission was to uncover how the UK’s motor ecosystem is tackling these same challenges and whether their solutions could be adapted for the Australian market.
Lukich said his trip was “extremely worthwhile.” He met with a diverse range of insurers, third-party administrators (TPAs), insurtechs, suppliers and consultants.
“The discussions and insights offered a clear view of how technology, process design and partnerships are reshaping motor claims and repair management models in very practical ways,” he said.
While the UK faces similar issues to Australia including skill shortages, supply chain disruptions and increasing vehicle complexity, their response has been markedly different.
One of the most striking differences Lukich observed is the level of integration across the UK’s claims ecosystem. He said there are insurers and TPAs leveraging unified platforms that connect every part of the supply chain, from parts suppliers and repairers to salvage providers, into a single, seamless network. This integration, he said, “has significantly reduced duplication, manual handling, and communication delays.”
Lukich was particularly impressed by a major insurer using AI-driven triage to allocate repairs and authorise work almost instantly. “Maintaining strong cost and quality control by providing outcome-based feedback rather than relying on upfront negotiation” has become standard practice for some, he said.
Another standout was a repair network using predictive analytics to identify potential parts delays early, allowing them to proactively adjust repair workflows.
But perhaps the most relevant takeaway for brokers, he suggested, is the way UK intermediaries work in partnership with underwriters to optimise supply chains.
“The use of partnered or approved repairers within intermediated claims is far more prevalent than in Australia, with brokers actively supporting insurers to channel work through established networks," said Lukich. "This collaborative approach creates consistency, improves visibility, and ultimately delivers a better customer experience.".
For Lukich, the UK’s success hinges on a cultural shift as much as a technological one.
“Technology is no longer a bolt-on - it’s the connective tissue across the entire value chain, enabling every participant, including brokers, to play a more strategic and coordinated role,” he said.
The move toward collaborative, data-led relationships between insurers and suppliers has simplified key performance indicators to focus on speed, customer experience and cost. Shared transparency and aligned metrics have improved both efficiency and satisfaction.
However, the journey by UK firms hasn’t been without challenges. System integration and change management remain significant hurdles, especially when dealing with legacy systems and entrenched processes. “Those who’ve succeeded have done so by taking a phased approach, focusing on measurable gains rather than large-scale disruption,” said Lukich.
A recurring theme in Lukich’s findings is the importance of visibility and trust in partnerships that help implement processes that progress a claim. This includes using platforms that give all parties real-time access to claim status, repair progress and next steps.
“This transparency drives accountability and reduces friction,” he said.
In the UK, traditional assessors are being redeployed into quality control and supply chain management roles, shifting the focus from up-front adjustment to outcome-based oversight.
“It’s a fundamental cultural shift from policing to partnering,” said Lukich.
Armed with these insights, Lukich is determined to drive change at home. “The next step is to translate these insights into practical initiatives within our own environment,” he said.
That includes exploring where greater automation, data integration and shared visibility can streamline the claims journey and strengthen supplier partnerships.
“There’s a lot to take forward – particularly around using technology to enhance collaboration, rather than simply to replace manual steps,” he said.
Are you a broker in the motor insurance space? How would you improve the intermediated claims process? Please tell us below
