Claims
Staff will reject ‘Ask Jeeves’ AI tools if options are limited
Ed Jackson, chief commercial officer at MGA HomeProtect has urged firms not to give staff “the Ask Jeeves equivalent of artificial intelligence” and establish some key principles in how to use the technology from the outset.
ABI urges insurers to strengthen support for abuse victims
The Association of British Insurers has produced two guides to help customers and colleagues experiencing economic abuse, setting out steps to support those affected.
Diversity and Inclusion In Insurance Awards 2026 shortlist revealed
Insurance Post can reveal the businesses and individuals who have been shortlisted for the 2026 Diversity and Inclusion In Insurance Awards.
Autoglass warns insurers over risks of excluding windscreen cover
An increase in stripped-back motor insurance products entering the market over the last six months has prompted a warning that customers may not fully understand the financial consequences of choosing policies without glass cover.
Foil appoints Huxley as CEO after Besemer steps down
The Forum of Insurance Lawyers has appointed Mark Huxley as CEO to succeed Laurence Besemer as he steps down after 17 years, effective 1 October 2026.
Middle East disruption drives uptick in travel insurance complaints
A 30% year-on-year rise in travel insurance complaints has been partly linked to disruption from the Middle East conflict. However, Millie Ridley, senior researcher at Fairer Finance, reveals customer satisfaction in the product continues to improve.
Diary of an Insurer: Collegiate’s Amy Barnes
Amy Barnes, deputy director of the Collegiate claims department, kicks off the week singing along to catchy K-pop tunes with her four-year-old daughter, works on developing a designated handler system, alleviates an insured’s concerns, plus produces some…
Bordereaux reconciliation explained: Standardising risk, premium and claims data
Insurance operations depend on a web of data exchanges between brokers, carriers, third-party administrators, reinsurers, and banks. This content explains how bordereaux sits at the centre of this web by tracking risks, premiums, and claims as they move…
Time:To – Sedgwick’s Dryden on how AI is improving claims
Nicola Dryden, chief client officer at Sedgwick, outlines how the business is using artificial intelligence to free-up people to help claimants.
Does your AI accelerate solutions or amplify the status quo?
For most insurers, the question has moved past whether to adopt AI. However, what’s still unresolved is whether the operating model underneath that AI can keep pace with change. This blog highlights why the quality of an insurer’s operating model…
Sedgwick’s Dryden on how AI can help vulnerable customers
Nicola Dryden, chief client officer of Sedgwick, shares how the most value from artificial intelligence comes when the technology is combined with the human touch, especially when it comes to complex claims.
Why claims has outgrown its job description
View from the Top: Billy Hinken, claims director at Pen Underwriting, argues that today's claims professional must be part technician, communicator, project manager and analyst.
How AI is making insurance fraud harder to detect
Artificial intelligence is transforming organised insurance fraud, making it faster, cheaper and more sophisticated to commit, which DWF Law's Lauren France & Craig Budworth notes leaves insurers under growing pressure to strengthen detection and…
How AI can make FNOL faster and more customer-centric
Irene Davies-Foo, associate director and business expert lead at Woodgate & Clark, outlines how artificial intelligence can transform first notice of loss by accelerating triage, improving data capture and ensuring customers reach human support faster…
FOS believes it is still 'too soon' to judge Consumer Duty impact
It is too early to determine whether the Consumer Duty has reduced complaints about home and travel insurance, the Financial Ombudsman Service has told peers.
Insurers must govern AI as aggressively as they adopt it
Hakob Astabatsyan, co-founder and CEO of Synthflow AI, explains how addressing artificial intelligence-driven fraud requires a tailored response that combines technology, process and culture.
FCA looking to address issues on claims definitions
Andrew Ruddle, the Financial Conduct Authority’s interim head of the department for insurance market analysis and policy, has said the regulator is looking at addressing issues about different claims definitions within insurance.
Your P&C personalisation problem isn't a data problem
The personalisation gap in P&C insurance is real. But at its core it isn’t a data problem or a technology problem - it’s an operating system problem. This blog highlights how insurers can enhance personalisation by addressing the decision gap between…
Why Britain’s e-scooter limbo is costing lives and money
Trade Voice: Sue Brown, chair of the Motor Accident Solicitors Society, argues that six years of regulatory dithering over e-scooters has left injured people paying the price, and that further delay is becoming untenable.
KPMG urges caution as AI reshapes insurance claims
Artificial intelligence can transform claims handling, but Matthew Smith, insurance strategy and transformation lead at KPMG UK, says insurers must balance technical innovation with human judgement, governance and ethical oversight.
Allianz’s Holmes on why trust in insurance must be earned
View from the Top: Colm Holmes, CEO of Allianz UK, argues closing the gap between how the industry performs and how it’s perceived requires a deliberate effort to earn customer trust.