Claims Workforce of the Future Report - London Market


‘Talent & tech' key to delivering world-class claims service, report finds

The report, entitled Claims Workforce of the Future - London Market, found that while high-calibre technical claims handling skills are prevalent, a better balance is needed between those and various supplementary skills such as data analytics and customer experience management.

Other key findings include:

  • new skills and processes are required to successfully transform the London market
  • a shift in emphasis is needed by insurers to be much more customer-centric
  • technology is not a panacea: culture, processes and approach need to change
  • better support is required for claims staff to adapt to the ‘new world’.

Download report:

Claims Workforce of the Future - London Market report



PwC has developed an interactive microsite which provides insight and materials to support the need for upskilling whilst understanding the impact of technology across all industries. 

LMA Claims Curriculum Evolution

What have we done?

The LMA and PwC launched the Claims Curriculum Evolution Programme as part of our aspirations to support the upskilling of the claims community. Our programme activity began at the launch of the Future of the Claims Forum in 2018, which coincided with our co-authored report on Claims of the Future - London Market. This publication was supported by a series of workshops that enabled us to explore the workforce of the future and hear from the Lloyd’s and London Market community on the skills they need in the future and to form the foundations of our programme activity.

To date, we have engaged with over 500 market claims professionals to understand their views, requirements on the changing skills and training support that is required to support the reform within the Lloyd’s market. Our findings have shown us that now, more than ever, there is a need for an enhanced and refreshed claims training curriculum to support claims professionals.

Why do we need to evolve our learning offering to claims professionals?

There are a number of factors driving the need for a new curriculum:

  • The technical claims skillset is changing
  • There is a significant skills gap for these capabilities in the market right now
  • Talent attraction and retention remains a top priority
  • The markets growing global footprint is creating opportunities for a geographically dispersed claims function.

Download LMA Claims Curriculum Evolution   



Frequently Asked Questions

We have prepared some responses to frequently asked questions