Why has claims innovation taken off in personal lines, but still lags behind in specialty?

It’s a question that many in the market have asked and in this episode, a panel of senior experts set out to answer it.

Hosted by Andrew Pedler, Vice President at Reserv, this special discussion brings together three experienced voices from across the claims and consulting landscape: Chris Payne (Partner, EY), Andy Stevenson (Consultant Director, PwC), and Patrick Hayward (Claims Lead, Altus Consulting).

Together, they examine why some of the biggest efficiency gains in motor and home claims haven’t yet translated into specialty and what needs to change to unlock that value.

In this conversation, the panel explores:

Where personal lines have succeeded: distribution, automation,and data enrichment
Why claims in specialty remain complex, fragmented and harder to automate
The structural and cultural barriers to innovation including litigation risk and lack of direct customer engagement
How changing expectations and regulatory pressures are creating momentum for transformation
What a “claims workbench” might look like and how it mirrors trends in underwriting

The panel’s insight is clear: meaningful claims transformation in specialty is less about chasing point solutions and more about rethinking the role of claims within the wider enterprise from managing portfolios to improving capital efficiency.

Whether you're trying to improve claims operations, justify technology investment, or just understand what’s actually happening in the market, this is an honest and thought-provoking discussion with people who know the space inside out.

If you like what you’re hearing, please leave us a review on whichever platform you use or contact Matthew Grant on LinkedIn.

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Continuing Professional Development

This InsTech Podcast Episode is accredited by the Chartered Insurance Institute (CII). By listening, you can claim up to 0.5 hours towards your CPD scheme.

By the end of this podcast, you should be able to meet the following Learning Objectives:

Describe the key differences between personal lines and specialty claims processes, including complexity, litigation exposure, and stakeholder roles
List the technological advancements successfully implemented in personal lines claims and assess their relevance to specialty markets
Measure the impact of improved data ingestion and automation on claims processing efficiency and decision-making

If your organisation is a member of InsTech and you would like to receive a quarterly summary of the CPD hours you have earned, visit the Episode 363 page of the InsTech website or email cpd@instech.co to let us know you have listened to this podcast.

To help us measure the impact of the learning, we would be grateful if you would take a minute to complete a quick feedback survey.

What’s blocking claims innovation? (363)

InsTech - insurance & innovation

What’s blocking claims innovation? (363)