Victoria Sutton is an accomplished insurance professional with extensive experience in claims operations. She currently serves as the Head of Claims Operations (Corporate & Commercial) at Howden, formerly Aston Lark, where she has been instrumental in enhancing claims services and driving operational excellence. With over six years at the company, she has held leadership roles, including Associate Director of Claims Operations, showcasing her expertise in claims management, process improvement and team development.
Through this article, Sutton highlights the need for innovation in claims operations by balancing regulatory compliance with efficiency, embracing technology and data-driven decision-making, shifting claims from a cost centre to a competitive advantage and fostering collaboration across the industry to enhance client outcomes.
Navigating Regulatory Challenges While Maintaining
Efficiency As an industry, we support regulations, but adherence often hinges on reporting and specific metrics. However, designing claims processes around achieving particular metrics does not always result in the best outcomes for clients. For instance, while settlement speed is critical, flexibility in the claims journey can lead to better solutions. The next evolution of FCA regulations should focus on more brilliant reporting methods that allow for diverse ways to demonstrate compliance.
“The next evolution of FCA regulations should focus on more brilliant reporting methods that allow diverse ways to demonstrate compliance”
Transforming Claims Operations into a Competitive Advantage
The perception of claims as a cost centre needs to shift. While claims make headlines, securing investment remains a challenge. Historically, companies have prioritized acquiring new clients over investing in claims processes that could enhance client retention. Additionally, cost-cutting measures often result in higher claim costs in the long run. For instance, delays in mitigation steps due to coverage confirmation in commercial insurance can lead to more significant losses. More insurers should consider interim payments to reduce longterm business interruption costs and adopt “without prejudice” payments where feasible. The PR and client retention benefits could outweigh the occasional rejected claim payout.
Key Industry Trends Shaping the Next Five Years
AI-driven decision-making will become standard, necessitating strong governance to ensure ethical usage. The US market is already seeing the consequences of poorly communicated automation. Big Data will also play a transformative role, creating a greater need for data scientists and analysts and increasing demand for compliance professionals as clients push back against excessive automation.
Advice for Industry Peers
Embrace technology with an ethical mindset. Collaboration across insurers, brokers, and suppliers is crucial to driving meaningful changes. Technology presents an opportunity to elevate claims operations, ensuring that claims are not just a back-office function but a visible, customer-centric service.
