Lloyds TSB Insurance is to introduce individual claims handlers for domestic and creditor claims
The scheme, which is part of a claims restructuring process, is designed to increase the number of claims dealt with in the first call from 5% to 30%.
Lloyds TSB Insurance managing director Phil Loney said: "The big business benefits are faster claims payments and the increase in service standards from having one person looking after the claim from beginning to end."
Loney also confirmed the company was close to deciding on a claims management system to control property and creditor claims.
The shortlist has been narrowed down to either SAP working with Capita, or Claims Components working with Accenture.
He said: "We expect to make a decision in the next two months after an extremely extensive process.
"All of this will help us streamline the claims process saving time for both the customer and for us.
"We want to deal with claims as quickly as possible."
Loney confirmed that the claims restructuring process could cost the company up to £20m.