Recent changes in claims handling

Lloyd’s is committed to handling claims as quickly, efficiently and fairly as possible.

We are currently completing our Claims Transformation Programme which will enhance the experience of the policyholder when making a claim. The Claims Transformation Programme is one part of our strategy to drive excellence in claims management.

We have also:

  • Introduced new standards of service. Click here to read Lloyd’s Claims Management Principles and Minimum Standards
  • Introduced a simpler claims agreement process that has reduced the duration of each claim interaction by 54%.
  • Launched the Volume Claims Service (VCS), our new shared service for volume claims. This is designed to handle high volume, low value claims (below £250,000 in value), which make up around 85 per cent of total claims in the Lloyd’s market.

Making a claim - What should I do?

If you are a Lloyd's policyholder and you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, contact the firm or individual that sold the insurance to you.