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Claims
IT Interview
Trine Davies: Countrywide Hearing on ‘holding the hand’ of vulnerable customers
Having established Countrywide Hearing 14 years ago, the managing director reflects on the ‘clear gap in the market’ that left customers ‘not getting any support from their insurance company’
News Analysis
‘It’s not about robots’ – Zurich says technology should remove friction, not judgement
Insurance Times’ latest webinar with Zurich explored how insurers can use technology to deliver faster, more efficient trading without sacrificing underwriting judgement, broker relationships or the human element of claims
News Analysis
Briefing: How to build the best claims team in the industry
Clegg Gifford chief executive Toby Clegg recounts a transformational claims experience and extols the virtues of insurance’s moment of truth
News
Fraudsters target bigger payouts as false claims hit £1.3bn
‘Insurance fraud pushes up costs for everyone, making it more important than ever that as an industry, we continue to work together,’ says head of fraud and financial crime
Sponsored Content
Why legal insight belongs earlier in the claims lifecycle – Gallagher Bassett
Sponsored content: Chris Sturridge-Packer, managing director for claims and legal solutions at Gallagher Bassett, discusses how earlier legal insight can provide clients with more choice when dealing with claims
IT Interview
John Toms: Claims, customers and his next chapter at Marsh
After more than three decades in the claims world, Marsh VP and senior claims consultant John Toms has handled everything from major fires and business interruption losses to theft and subsidence. But, for him, the job still comes down to being there when a client needs help
News Analysis
Briefing: When more care is possible, what care is right?
Sharon Brown, founder and chief executive at the Pet and Equine Insurance Association (Peia), questions whether the insurance sector’s approach to increasing limits has become part of the problem
News
Commercial motor brokers favour in-house claims teams
‘Claims handling has become one of the defining areas of differentiation in commercial motor,’ says claims director
News
Half of brokers more likely to switch insurers after poor claims experience
’Half of dissatisfied brokers now say they are unlikely to place business with that insurer again, while more than four in five say their trust has fallen,’ says co-founder
News Analysis
Claims performance emerges as a key battleground for broker loyalty
New claims data from Insurance DataLab shows that brokers are increasingly souring on insurers that provide them with poor claims outcomes
News
Poor claims experience puts future business at risk, research finds
‘The commercial consequences of getting claims wrong look like they’re getting a bit more severe,’ says co-founder
News Analysis
Fraud Charter: AI-generated ‘swamp of activity’ threatens to overwhelm insurer fraud and complaints teams
‘The dereliction is having a queue of complaints which aren’t being dealt with because there is a mountain of AI slop that you just can’t physically work through,’ says law firm partner
News
Zurich UK calls for regular property inspections as suspected cannabis farm incidents rise
’Our specialist claims investigation unit has dealt with cannabis farm claims worth £9.4m since 2022 alone, highlighting the scale of the problem,’ says head of claims fraud
News Analysis
Briefing: Evolving crash for cash threat hits UK motorists and insurers with more sophisticated tactics
Detective inspector Chris O’Donovan, deputy head of the City of London Police’s Insurance Fraud Enforcement Department, explains how crash for cash fraud has evolved to now feature identity theft elements and greater use of mopeds
Sponsored Content
Why motor claims need smarter data at FNOL – LexisNexis Risk Solutions
Sponsored content: Carla McDonald, director of product management at LexisNexis Risk Solutions, says that claims processes, particularly at FNOL, often still rely on fragmented, reactive models built for a simpler market
News
Cila appoints youngest ever president
’Experience will always be fundamental to our profession, particularly when dealing with complex losses, but we must create opportunities for younger practitioners and people with different backgrounds and perspectives to contribute and lead,’ says appointee
News
High Five: Catch up on the biggest stories this week
Insurance Times rounds up the top five stories making headlines across the market from 7 to 11 September 2026
News
Litigation funding now a ‘permanent feature’ of civil justice landscape
‘For insurers, the practical implication is this – funding is now an important part of litigation risk,’ says associate professor of law
News Analysis
Briefing: What UK flight chaos means for insurers – and is parametric insurance key?
Insurers could be facing a busy period, with the Civil Aviation Authority highlighting that while airlines have responsibilities to look after passengers, ‘extraordinary circumstances’ mean ’they are unlikely to be entitled to compensation for delays or cancellations that were directly caused’ by an air traffic control issue
News
Travel insurance sector a ‘noticeable absence’ from contributory data sets
‘These initiatives span several markets and, in some cases, have existed for several decades – the noticeable absence is travel,’ says actuary
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at The Echo Building, 18 Albert Road, Bournemouth,
England, BH1 1BZ - a USA Today company
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