Insurance Times Awards 2026: QBE on leveraging technology to put customers ‘front of mind’ in commercial motor claims

1. Why did you put yourself forward for the category?

QBE consistently invests in technology that makes trading easier for our customers and brokers and enhances the subsequent service we provide for them, while improving efficiency for our teams.

Over the past year, we have leveraged technology to make a tangible difference for our UK customers by introducing data-driven solutions to improve the claims experience.

The first notification of loss (FNOL) journey was reconstructed with the customer front of mind to make it easier for claims to be reported.

The result was a scalable, data-led platform that has modernised our claims intake for commercial motor claims.

2. What do you think makes your entry stand out and why should you win the award?

Our entry stands out for the way we’ve leveraged technology to increase efficiency in both the claims and trading process, benefiting QBE customers and brokers.

We combined automation, workflow intelligence and application programming interface (API) integrations with a broader operating model redesign, embedding technology directly into how claims teams work.

By removing manual processes, QBE can now acknowledge email claims faster, reassure customers and direct them to the right expertise, sooner.

We’re seeing improved efficiency, confidence and consistency as a result.

 3. What would winning this award mean for you and your firm?

Winning this award would recognise our claims teams’ work to innovate for the benefit of the end customer.

By embedding intelligent automation and data-driven workflows into FNOL, we have improved the customer and broker experience, strengthened operational resilience and created a scalable platform fit for the future of claims.

The programme has reduced manual friction, improved speed and consistency and given our teams better insight at the earliest point in the claims journey.

It shows how technology can deliver better outcomes for customers, colleagues and the business.