How the Claims Landscape Is Evolving: Key Trends for Brokers and Insurers
3 minute read | September 23, 2026
The insurance claims landscape is constantly evolving. Economic pressures, technological advancements, regulatory developments and changing customer expectations are all influencing how claims are managed across the industry.
For brokers, keeping pace with these changes is important. Understanding the trends shaping the claims environment can help inform conversations with customers, support better decision-making and ensure claims processes continue to meet changing needs.
Below, we explore some of the key developments currently influencing the insurance claims market.
Claims Are Becoming More Complex
Gone are the days when many claims followed a straightforward path from notification to settlement. Today’s claims often involve multiple parties, increasingly sophisticated technologies and evolving legal considerations.
Whether it’s navigating supply chain challenges, assessing vehicle technology or managing the impact of changing legislation, the claims environment is becoming more nuanced.
As complexity increases, clear communication, effective claims management and access to appropriate expertise remain important factors in helping customers understand the process and what to expect at each stage.
The Customer Experience Matters More Than Ever
For many customers, making a claim is the moment when their insurance policy is put to the test.
Customers increasingly expect transparency, timely communication and convenient access to information throughout the claims journey. Digital services and online communication channels have become an established part of everyday life, and expectations within insurance continue to reflect this wider trend.
At the same time, many customers still value personal support, particularly when dealing with more complex or stressful situations. Finding the right balance between technology and human interaction is therefore an important consideration across the industry.
The Growing Role of Technology
Technology continues to reshape many aspects of insurance claims management.
From automation and data analytics to the growing use of artificial intelligence, insurers and service providers are exploring ways to support operational efficiency and improve the customer journey.
While technology may help streamline administrative processes and provide valuable insights, it is important that appropriate oversight remains in place, particularly where individual circumstances require careful consideration.
As adoption continues to grow, firms will need to ensure technology supports fair and appropriate customer outcomes while meeting regulatory expectations.
Regulatory Expectations Continue to Evolve
Regulation remains a key driver of change throughout the insurance sector.
The FCA’s focus on consumer outcomes has reinforced the importance of transparency, fair treatment and effective communication across the customer journey, including at the point of claim.
For firms involved in claims handling, this places ongoing emphasis on governance, oversight and regularly reviewing whether processes continue to meet customer needs.
As regulatory expectations evolve, businesses will continue to assess how claims services are delivered and monitored.
Economic Pressures Are Influencing Claims Costs
Rising repair costs, labour shortages and wider inflationary pressures continue to present challenges across several areas of the insurance market.
These factors can affect both the cost and complexity of claims, creating additional considerations for insurers, brokers and service providers alike.
In this environment, efficient claims processes and proactive communication can play an important role in helping customers understand timescales, expectations and next steps throughout the life of a claim.
Emerging Risks Continue to Shape the Market
The risk landscape is changing.
Cyber threats, advances in technology, environmental factors and evolving business models are all creating new considerations for insurers and policyholders.
As these risks develop, insurance products and claims strategies may need to adapt to reflect changing customer needs and emerging exposures.
For brokers, staying informed about these developments can help support informed discussions with customers and businesses seeking appropriate protection.
Looking Ahead
The insurance claims environment is unlikely to stand still. As technology advances, customer expectations evolve and regulatory requirements continue to develop, the industry will need to remain agile and responsive.
For brokers, understanding the trends influencing claims today can help support customers tomorrow.
At MSL, we continue to monitor developments across the insurance market and the wider claims landscape, helping ensure our services and legal expenses insurance solutions remain aligned with the evolving needs of our partners and their customers.
