When Helena Evans (pictured) moved into high net worth (HNW) claims, it was the depth and nuance of the work that appealed most. After gaining experience in domestic insurance, she was drawn to cases involving complex losses, emotional stakes, and tailored service.
"I realised over the years that it's the human side that I like," she said. "It’s quite emotional sometimes, and I like the challenge of that. Everybody’s different, you have to apply a different approach to each individual."
That variability is now a defining feature of HNW claims management. While mainstream personal lines have shifted toward automation and digital self-service, the HNW sector remains rooted in personalisation, with brokers playing a pivotal role in managing bespoke risks, complex assets, and client expectations.
In HNW claims, effective communication between adjusters and brokers is more than just courteous coordination, it's fundamental to client experience.
"We invite brokers to the initial site visit, copy them into updates, and always speak to them before delivering any key news to clients," Evans said. "Sometimes they prefer to deliver the news themselves, especially if it helps manage expectations."
This close partnership is particularly important when handling clients with multiple policies or long-standing relationships with a brokerage. "You need to understand the broader relationship," she said. "In HNW, the broker isn’t just handling one policy, they’re managing the client’s entire portfolio."
This alignment also helps smooth over difficult moments, particularly around partial denials or unavoidable delays. "Transparency is key. Even if an element of the claim isn’t covered, if it’s explained clearly, it’s more likely to be accepted without dispute."
Brokers are increasingly contending with the growing cost and complexity of HNW claims, particularly for large or heritage properties.
"Construction costs rose sharply post-COVID and Brexit, and although it’s stabilised, the impact is still being felt," said Evans. Specialist materials like imported marble, bespoke joinery, and high-end kitchen fittings drive up both costs and timelines. Listed buildings add further layers of regulation, with conservation officers dictating methods and materials.
Underinsurance remains a risk, particularly as valuations may not reflect today’s prices. "It’s something a good broker will stay on top of," she said.
Accommodation is another pressure point. "If a client needs to rent during repairs, you could be looking at £25,000 - £50,000 per month," she explains. "Missing a deadline by even one month has huge cost implications. And many rentals now have minimum 12-month terms, which complicates short extensions."
Modern HNW claims are also reflecting broader lifestyle trends. High-end properties often include smart home systems that behave more like commercial assets. "If an escape of water affects the lighting control or HVAC, it can create a domino effect across the house," Evans said.
Contents claims have shifted from traditional luxury goods to contemporary collectibles. "We see more designer handbags, limited-edition trainers, and high-end electronics," she said. "Some items are even more valuable on the second-hand market."
Climate-related risks are also becoming more apparent, particularly flash flooding in urban areas. "In summer 2021, parts of London with a high concentration of HNW homes were hit hard," she recalled. "Many have basements where the kitchen is located, so once that floods, the whole house becomes uninhabitable."
Despite the availability of digital tools, Evans argues that face-to-face service is still essential in HNW claims. "Digital can speed things up, but it’s the personal interaction that reassures clients. They want someone who will sit down with them, listen, and guide them through what can be a very stressful experience."
This is especially true during the early stages of a claim. "At first, clients may need support daily or even multiple times a day. As things stabilise, that changes, but the beginning is critical."
For brokers operating in the HNW market, Evans emphasises the importance of soft skills and long-term relationship management.
"Emotional intelligence is key,” she said. “You’re often dealing with people on one of the worst days of their life. The more trust you build with the client and the broker, the smoother the claims process."
She also sees a growing role for brokers in proactive risk management. "Many HNW policies include cover for risk mitigation,” she said. “If you can flag potential issues and help prevent a future claim, that adds real value."
Ultimately, Evans believes that as risks diversify and expectations rise, the broker's role will only grow in strategic importance. "It’s about balancing speed, empathy and expertise,” she said. “That’s what today’s HNW clients are looking for."
