Outcomes, trust and resilience: the future shape of property claims
Panel discussionClaims Club Briefing 1
2026-03-11 | 11:20 AM - 12:00 PM
Information
Property claims teams are operating under growing pressure from consumer duty scrutiny, rising customer expectations, affordability challenges and constrained supply chains.
At the same time, automation and alternative settlement models are increasingly used to manage volume and cost, raising difficult questions around fairness, vulnerability and long-term resilience. This session will examine what good outcomes look like in practice, how trust can be maintained in a volatile environment, and how claims functions balance efficiency with judgement, support and accountability.
- What does consumer duty mean for property claims decision-making in real operational terms?
- How should insurers evidence fairness and suitability when using cash settlements or alternative resolutions?
- Where do vulnerability, affordability and capability complicate traditional settlement approaches?
- How can claims teams remain resilient during surge events without losing expertise or control?
- What operating models will best support trust, judgement and sustainable outcomes over the next few years?
Speakers
Dean Witherington
Wakam UK
Chief claims officer
Ann Isaacs
DAC Beachcroft
Partner
Louise Clark
ABI
General insurance policy manager