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. 

Contact us

Lee Elliston
Claims Director