A claims handler in the UK insurance market manages the end‑to‑end journey from first notification of loss through investigation, negotiation, settlement, and closure, and is often the most visible representative of the insurer. Firms are investing in training, digital FNOL, automation, and decision‑support tools to help claims handlers deliver fair, timely, and consistent outcomes aligned with Consumer Duty, while also capturing feedback and data that inform underwriting, pricing, and product design.
Growing competition reshapes a concentrated market
Case study reveals evolving identity fraud tactics
Group-wide programme targets process simplification, governance discipline and measurable underwriting impact
It’s not the dramatic deepfakes – it’s the subtle tweaks that can quietly push a claim over the line
