We’re proud of this one, and not just because of the trophy. The judges recognised something we’ve spent three years working towards: that a claim is the moment a customer finds out whether the thing they bought actually works – and that technology’s job is to make that moment faster, clearer and less stressful.
The problem wasn't our people. It was the model.
Every handler owned a personal caseload. That meant a claim only moved when one particular person was at their desk. Off sick, on holiday – the claim waited. And if the customer rang, the one person who could help was the one who wasn’t available.
Around that sat manual, repetitive admin and almost no visibility for brokers or claimants. So people rang to ask for updates, which created more admin, which left even less time for the customers who needed real attention. Our handlers were spending their days on process instead of on people.
We could have bought something off the shelf. We weren’t comfortable fixing our customers’ experience on somebody else’s roadmap. So we built it ourselves.
One connected ecosystem, four parts
Task Master brings claims activity into one clear, prioritised view, helping the team focus on the actions that move each claim forward. It gives handlers and managers better visibility, reduces duplication, and supports faster decision-making. Because it has been designed around real claims experience, it can be adapted quickly when customers, brokers or handlers tell us something could work better.
JoBot handles the routine chasing and standard correspondence automatically, so it happens on time, every time, without anyone having to remember.
AI call transcription writes the attendance note the moment a call ends. Notes used to be written by hand, from memory, after the fact. Now they’re quicker and held to the same standard however busy the day is. But the benefit we actually care about is the customer’s: the handler isn’t scribbling while someone describes the worst week of their year. They can listen properly, and respond properly. It earns its keep on exactly the long, difficult calls where hand-written notes always broke down.
The Broker & Claimant Hub gives brokers and claimants real-time progress, day or night, with updates by their method of choice – text, email, or none at all. Motor is where it proves itself: a motor claim is really four processes running in parallel – repair, hire, personal injury and litigation – so one progress bar was never going to be enough. Each timeline carries the timescale to expect. And it holds up during delays too: when we’re the ones waiting on a garage or the other side’s insurer, the customer can see that, and see us chasing. Silence is what makes people ring you.
What it delivered
Because we’re an insurer and a law firm in one group, we are able to look at the full customer journey from first notification through to final settlement, rather than measuring only one isolated stage of the process.
- Claims are moving faster, with average claim duration significantly reduced and customers receiving settlements sooner.
- Handlers have more time for complex cases, as routine administration and duplicated effort have been reduced.
- Service consistency has improved, supported by stronger visibility, clearer prioritisation and more reliable communication.
- Customer feedback remains strong, with a Trustpilot rating of 4.7, compared with an industry average of 4.3.
Why it stuck
Three reasons, and none of them are really about software.
It was built in-house, so we can keep developing it around our customers, brokers and claims team. It was built with handlers, using their day-to-day insight to improve the journey in practical ways. And it encouraged a shared ownership culture, where claims keep moving and customers are not dependent on one individual being available.
The benefit we didn’t anticipate: when everyone works to the same process, you can finally see where the roadblocks are – and go and clear them.
What's next
We will continue to build on this foundation, using technology responsibly to improve visibility, reduce avoidable administration and help our teams deliver clearer, faster and more supportive experiences for customers and brokers.
The point
As the judges put it, we’ve used technology “to empower people rather than replace them.” That’s the whole philosophy. The technology never replaces judgment – it clears the admin away so judgment lands where it counts: on the claim in front of you.
Thank you to the Insurance Times judges, to our brokers, and above all to the claims team who told us where the time was going and then helped us get it back.