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Beyond the Settlement – Strengthening Broker–Insurer Collaboration in Claims

Panel discussionClaims Club (Forum at Broker Expo)

2025-10-09 | 01:30 PM - 02:10 PM

Information

The claims journey is where clients judge the value of insurance, and where relationships between brokers and insurers are tested the most. Delays, unclear updates, and inconsistent communication can all erode confidence, yet brokers and insurers share a common goal: to resolve claims fairly, quickly, and transparently. With increasing claim complexity, pressure on service standards, and the growing role of fraud detection, collaboration between brokers and insurer claims teams has never been more vital. This panel will explore how both sides can rebuild trust, align expectations, and create a more joined-up experience for clients.

  • Where do brokers feel most let down in claims handling, and what do insurers see as the main obstacles to smooth service?
  • How can brokers and insurers improve visibility and communication across the claims lifecycle without adding unnecessary admin?
  • What role can technology, such as claims portals, AI triage, and data sharing, play in speeding up settlement and reducing friction?
  • How should service standards (SLAs, escalation processes, and regular updates) be reshaped to reflect modern client needs?
  • What are the opportunities for brokers and insurers to collaborate earlier in complex or high value claims to avoid disputes?

Speakers

Zurich

Richard Ridgewell

Zurich

Head of Broker Claims Relationships

Covea Insurance

Jamie Summerscales

Covea Insurance

Head of Third Party Claims

Sompo

Tim Taylor

Sompo

UK Head of Claims