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 Capability Assessment is live - Your Support

Following the Claims Workforce of the Future London Market report in 2019 the market came together to discuss and support the thinking of both the impact and requirements affected by the change to culture, the business operating model and the use of modern technologies. This has led to the delivery of an online capability assessment that can be responded to by each claims professional, with the data and insight from this assessment initiating the development of a claims curriculum.

What is the Capability Assessment?

The Claims Capability Assessment has a clear purpose in establishing the Claims Curriculum as a central educational pathway that will deliver training solutions that meets the needs of today and the future, ensuring that we are equipping you with the education, skills and support to be successful. It will do this by engaging you with questions and sourcing insights and data that will establish what the market needs are, where the skill gaps may be, and how the market want to be engaged and supported as training programmes are delivered.

The objective is not to obtain a view of your capability as an individual but a holistic view of the requirements needed across the market for additional training and development.


The world of work is changing alongside customer needs and expectations, this means that the skills and professional development requirements and solutions, to support the market's people, needs to change to help the market grow and adapt to the future.

This is an important part of our work to refresh our training and development approach to be relevant today and in the future. The LMA is dedicated to supporting and promoting the professional development of Claims Professionals to be successful throughout your careers.

The Claims Curriculum

The LMA is developing a Claims Curriculum to supplement the markets and Lloyd’s change agenda and support Claims Professionals for today, tomorrow and the future. The Claims Curriculum will deliver a modern learning pathway and curriculum to support the growth of the market’s people and talent to drive business and customer value, creating global leaders in claims service excellence.

We are launching the assessment below, which has been developed in partnership with representatives from across the Lloyd’s market. This assessment will take you no more than 15 minutes to complete. To access the capability link, please click the link below. Should you have difficulties accessing the link, we invite you to explore our 3 step guide for completing the capability assessment which is also attached below.

     3 step guide: how to access the LMA Capability Assessment  
     Click here to complete the LMA Capability Assessment
 (The Capability Assessment closed on Friday 15 May 2020) 
     Capability assessment input form - offline version


This assessment is anonymous, no personal information (e.g. name, email address, company) will be gathered through the capability assessment. Please note that this assessment is administered by PwC (PricewaterhouseCoopers) LLP and by completing it, you consent to the answers you provide being used to inform future learning and development initiatives led by the LMA. No information you share can be attributed to you as an individual. The data and insights will also be made available to each managing agent following the completion of the assessment survey by your teams.

Frequently Asked Questions

We have prepared some responses to frequently asked questions