We're very proud to have recently released the third edition of our annual industry whitepaper, The Carrier Perspective: 2025 Claims Insights.
The Carrier Perspective has become a valuable resource, providing a comprehensive outlook on the insurance industry that highlights the challenges facing insurers, how insurers are tackling those challenges as well as the opportunities for growth and innovation in a competitive market.
This year's edition is grounded in the responses from 200 insurers across the UK, North America, Australia, and New Zealand and includes insights from managing general agents (MGAs), and underwriting agencies to deliver a comprehensive view of the current industry landscape.
Globally, 2025 is a year fraught with a diverse range of market pressures that require a proactive approach to minimising risks, improving cost containment strategies, and enhancing operational efficiency.
In the UK, increased regulatory scrutiny and legislation, social inflation, and rising reinsurance costs all have contributed to making this year one of the most widely challenging to date. Add the accelerated frequency of weather events and the mounting pressure of labour shortages, and it's abundantly clear that the industry has its work cut out for it in 2025.
Despite the various obstacles, many insurers remain optimistic, empowered by technological advancements, particularly the potential of generative AI and its ability to reduce operational costs.
Overall, insurers seem set to rise to the challenge, seeking out new strategies and solutions in an industry that's ripe for innovation.
Discover some of the highlights and important takeaways from The Carrier Perspective: 2025 Claims Insights.
Legacy claims are leaving a lasting mark. 69% of UK insurers cited legacy claims as a key challenge for 2025 (up from 60% in 2024).
Increased cyber security risks have insurers on high alert. 84% of global and 82% of UK insurers reported implementing enhanced cyber security measures to address the rising frequency and severity of cyber events.
A limited talent pool continues to hinder UK insurers. Due to current labour market conditions, 72% of global insurers reported a moderate to significant impact on their organisational ability to grow and manage claims efficiently.
Climate-specific insurance could present a growth opportunity, but not without risk. 60% of UK insurers report increased demand for climate-specific products, compared to 54% last year.
Regulatory and compliance changes are creating major problems. 53% of global and UK insurers are struggling to keep pace with compliance and regulatory changes.
Communication is the essential ingredient in customer satisfaction. 78% of UK insurers rank clarity of communication as the primary indicator for positive customer experience.
Generative artificial intelligence (AI) continues to make its mark in claims. 47% of UK insurers now use generative AI for claims resolution, compared to 40% last year.
Read The Carrier Perspective: 2025 Claims Insights to discover more industry trends and uncover the strategies that our experts have identified to facilitate success for insurers striving to remain competitive in a difficult market.
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