When disaster strikes - a home lost to fire, a business upended by flood, or a car damaged by hail - there’s a team of professionals who step in to help people get back on their feet: the claims teams. While sales, marketing and underwriting often take centre stage in the insurance industry, it’s the claims professionals who quietly deliver on the promises made, guiding customers through some of their most challenging moments with empathy and expertise.
Despite being the industry’s engine room, claims teams rarely receive the recognition they deserve. Their work is high-pressure, complex and relentless, demanding not just technical skill but also compassion and resilience. Every claim is a test of trust - a moment when the insurer’s commitment to its customers is truly put to the test. Among insurance professionals it can be claims teams, more than other industry specialists, that rarely get the acknowledgement many would agree they deserve. And yet it’s claims professionals that help insureds in their hour of need.
Daniel Lukich (pictured), AAMC’s strategic relationship manager, agreed that claims teams are an undervalued part of insurance.
“That’s right, I’ve always felt that claims teams are the unsung heroes of the insurance world,” said Lukich.
That’s why the Insurance Business Awards 2026 is calling for nominations to shine a spotlight on those who turn policy promises into meaningful support and to celebrate these unsung heroes at the heart of insurance.
The Insurance Business Awards shines a light on these positive efforts. In May, the industry’s finest will gather at Sydney’s Doltone House and one of the key awards celebrates the work of claims teams. AAMC, one of Australia’s largest providers of motor accident management services, is IB’s Event Partner for the 2026 awards. The firm is also sponsoring the Claims Team of the Year prize.
Sales, marketing and underwriting teams often receive the spotlight when things are going well, because they drive growth, bring in new customers and set the foundation for success. Customer facing claims teams often miss out. Lukich said the true measure of an insurer’s promise is tested at claims time when the customer genuinely needs support.
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“That’s when customers see whether all those promises made at the front end actually hold up,” he said.
This is when a great claims experience can reinforce trust and strengthen relationships in a way that marketing or pricing never can.
“Yet too often, the focus and recognition don’t match the value that claims bring to the overall customer journey and brand reputation,” said Lukich.
Working in claims is a tough gig because the people you are dealing with could be experiencing one of the most stressful points in their lives.
“They’ve had an accident, suffered a loss, or had their business disrupted,” said Lukich. “So, there’s an emotional layer to every interaction.”
This means a claims person has the challenge of balancing their empathy for the customer with the need to apply policy terms and at all times operate within the confines of regulatory compliance.
The other factor is the constant pressure to deliver quickly and accurately in a high-volume, high-scrutiny environment.
“Claims decisions are visible,” he said. “Every delay or misstep impacts trust and reputation.”
There’s the added difficulty of working with multiple stakeholders and managing incomplete information.
“It takes resilience, judgment, and strong communication skills and those qualities often go unnoticed compared to other parts of the insurance business,” said Lukich.
Nominations are open for the Insurance Business Awards 2026 and close on November 21. For more information, including how to nominate and register, please visit the awards website.
