Claims workforce of the future and the evolution of its skills, talent and technology

The insurance workforce will need to evolve so that it can effectively work alongside new technologies that business and customers will increasingly begin to use. The speed of change will arguably be greatest within the claims function, and our first claims workforce of the future report looked at this from a general insurance perspective.

Claims workforce of the future: 2030 report

Our second claims specific workforce report has been jointly authored with the Lloyd’s Market Association. It focusses on the changes that we expect to see from London Market claims teams as they react to modernisation and transformation initiatives over the coming years. The report explores what this will mean for the London Market claims workforce as it adapts to this change.

Claims workforce of the future: London Market

51 % of Insurance CEOs are extremely concerned about the speed of technological change and 81% are concerned about the availability of digital skills in the industry

PwC CEO Survey

As part of our claims workforce of the future work, we have been speaking to our clients to explore how they are planning on evolving their claims teams from where they are today to where they need to get to in the future from a skills and capabilities perspective.

To help others start to plan and determine what they need to be doing now, we have interviewed a number of claims professionals who have started their planning to see what their takeaways from the reports have been and where they see the future claims workforce going.

Speaking to our clients


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Contact us

Jim Bichard

Jim Bichard

Global Insurance Leader, Partner, PwC United Kingdom

Tel: +44 (0) 7841 562 560

Michael Cook

Michael Cook

Partner, Claims Advisory Leader and Insurance Blockchain Lead, PwC United Kingdom

Tel: +44 (0) 7711 562 567

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