Claims at Lloyd's

Lloyd’s success has been built on its reputation for paying all valid claims. The claims service provided to policyholders remains a cornerstone of the market’s business.

  • The Vision

    Lloyd’s continuously seeks to drive excellence in claims management, enhancing Lloyd’s reputation for the way it responds to policyholders.  This is a core part of Lloyd's overall strategy, which has inspired our claims vision.

    The Lloyd’s Claims team, sitting within the Performance Management Directorate, aims to promote claims excellence through its oversight of the market, setting standards, developing best practice and promoting continuous improvement in processes and systems. 

    In addition to its day to day oversight, the Claims team supports the market through targeted initiatives such as the Claims Transformation Programme and the Claims Practitioner Programme.

  • Facts and statistics about Claims at Lloyd's

    1. £11 billion (gross) worth of claims were paid in the Lloyd’s market in 2015.
    2. Approximately £280 million (gross) worth of claims arose from catastrophe events in 2015; they made up less than 5% of the total number of open claims processed.

    3. Claims were processed from risks placed with Lloyd’s across 233 countries and all seven continents. Approximately 40% of the number of claims paid were on risks placed outside of the USA or UK.
    4. Property and Marine claims make up 40% of all claims paid in 2015, with Casualty and Property claims making up over half by volume.
  • Structure and role of the team

    The Claims team has three sub teams, each reporting to the Head of Claims:

    1. Claims Performance team: responsible for Claims Performance Management, including identification and assessment of claims risk, escalation within the Lloyd's performance management framework, and application of class-of-business specific knowledge.
    2. Claims Management Information team: provides data analysis and management information relating to claims and claims management, to establish an understanding of claims experience and to support the management of claims performance.
    3. Claims Transformation Programme team: programme governance and project management of the Claims Transformation Programme.

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