Why Speed & Transparency Matter in Claims

What Costs Insurers More Than Fraud? Slow Claims and Lack of Response

Speed and transparency are no longer optional – they’re strategic imperatives. In 2024, the National Financial Ombud Scheme recorded over 11,000 non-life insurance complaints. A significant portion of these were driven by delays and poor communication – not by cover disputes. Slow turnaround times and lack of updates remain key pain points for clients.

The Risk of Ignoring Speed and Transparency

Delays don’t just frustrate clients; they increase costs, escalate complaints, and damage reputations. When claims drag on, trust erodes, and compliance risks rise. Here is why it matters:

  • Late reporting clauses overturned because prejudice couldn’t be proven.
  • Assessment delays in building claims caused complaints.
  • Broker silence escalated disputes.

In short: Lack of speed and transparency isn’t just a service issue – it’s a compliance and reputation risk.

Real-World Examples of Why Speed and Transparency Matter

Late Reporting Dispute

A liability claim was denied because it was submitted beyond the 31‑day reporting window. The Ombudsman overturned this, noting the insured acted promptly after the third party indicated intent to claim.

Takeaway: Strict timelines without proactive alerts create unnecessary disputes.

Service Delays & Poor Communication

OSTI reports an average complaint resolution time of 142 days, with many homeowner complaints linked to slow responses and unclear updates.

Takeaway: Clients escalate when left “in the dark.” Transparency is non-negotiable.

Broker/Insurer Silence

Industry commentary shows that poor follow-up and unclear timelines often lead to complaints. Clients expect proactive updates – not silence.

Takeaway: Clear, centralised communication prevents gaps and builds trust.

Building Claim Assessment Delays

A wall collapse claim turned into a dispute after delays and a lack of explanation. OSTI noted that timely assessments and structured reporting could have avoided escalation.

Takeaway: Speed and clarity reduce ambiguity and protect relationships.

Why These Factors Matter

For clients: Speed means certainty. Transparency means trust. Together, they reduce stress and improve satisfaction.

For the industry: Faster claims lower operational costs, prevent disputes, and strengthen relationships. Transparency ensures compliance and protects your brand.

The Solution: Technology as the Enabler

Speed and transparency require systems that eliminate bottlenecks and keep everyone informed. Digital tools enable this by automating processes, improving communication, and providing real-time visibility.

Five Ways Technology Delivers Speed and Transparency

  • Instant Data Capture
    • Clients can submit photos, videos, and measurements easily through mobile‑friendly tools. Structured data upfront means fewer callbacks and faster responses.
    • Impact: Expedited decisions.
  • Digital Assessment
    • Remote assessment, powered by rules-based logic, means claims progress without waiting for site visits.
    • Impact: Eliminates travel delays.
  • Automated Workflows
    • Real-time updates replace endless email chasing. Centralised communication and automated triggers keep everyone aligned.
    • Impact: Less administration, faster approvals.
  • Smart Quoting & Fraud Detection
    • Standardised quotes and anomaly detection speed up repairs and reduce fraud risk.
    • Impact: Quoting time drops by up to 40%.
  • Live Tracking
    • Clients get peace of mind with real-time claim tracking. Dashboards provide stakeholders with clear visibility into expenditure and compliance.
    • Impact: Stronger trust and fewer queries.

Unlock Your Competitive Edge: Two Proven Paths to Claims Transformation

All stakeholders – insurers, brokers, administrators, and UMAs – have more than one way to win. In this article, we’re highlighting two powerful strategies that can transform your claims process from reactive to unstoppable:

Seamless Integration

Connect platforms like TIAL and CoEnsure for immediate impact. Seamless real‑time data sharing, automated reporting, and transparent communication – delivered without disrupting operations. Integration isn’t just a tech upgrade; it’s a mindset shift toward speed and clarity.

Custom Workflow Design

Take control. Build workflows directly into your system and configure triggers, conditions, and rules that reflect your business strategy.

Example: Automated alerts for reporting deadlines, custom approval paths for high-value claims, and contractor allocation based on specific perils.

Advantage: You’re not locked into generic processes. You design workflows that serve
your goals and accelerate results.

Bottom line: Don’t settle for “business as usual.” Instead, choose proven and practical paths designed to support you in leading change

Important considerations

  • For clients: Ask your insurer how they’re using technology to improve claims turnaround.
  • For the industry: Invest in digital tools and workflow automation to stay competitive and compliant.

Ready to lead the change?

Talk to us about TIAL and CoEnsure today.