From prevention to pay-out: where property claims still go wrong
Panel discussionClaims Club Briefing 1
2026-03-11 | 10:40 AM - 11:20 AM
Information
As property risks become more complex and volatile, claims escalation is often driven not by the initial event, but by failures in prevention, early intervention, and coordination across the supply chain.
Delegated models, contractor availability, regulatory friction and customer behaviour all play a role in shaping outcomes. This panel will explore where property claims most commonly derail, why prevention and early engagement remain difficult to implement at scale, and how claims insight could be better used to reduce future loss rather than simply manage settlement.
- Why does prevention uptake remain low, even where tools and data are available?
- How do delegated arrangements and supplier models contribute to claims escalation or delay?
- Where does responsibility for prevention realistically sit across insurers, partners and customers?
- How can claims insight be fed back upstream to influence risk management and underwriting decisions?
- Is prevention a competitive differentiator, or should it be treated as a collective industry responsibility?
Speakers
John Townend
Partners&
Claims manager – south
Alastair Thomson
Zurich UK
Large & Complex Claims Excellence Manager – EMEA