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.
