In this month’s ‘We chat to’, we spoke to Lee Dainty, Commercial Claims Director here at RSA. We chatted about how our claims service at RSA is embracing digitalisation and AI, the new claims portal for Commercial Property and Motor and how it is transforming the claims journey and experience for our brokers and their clients. Lee gave us his thoughts on how brokers could work with us to continue to enhance the service we provide and ultimately help further support broker client relationships in the future.
Finally, Lee talks AI and what he believes will be its greatest impact to the claims journey and the service we provide.
Q: How and where has your adoption of digitalisation and automation enhanced the broker experience?
The deployment of our digital claims portals for customers and brokers for Commercial Property and Motor has created a step change in our capabilities and therefore our customer and broker proposition. It is a key step along the way to our ambition of becoming the #1 commercial lines insurer in the UK. It offers a single front door to customers and brokers, where they can notify us of their claims simply and quickly, as well as accessing status updates in a way that suits them.
The level of automation has meant the claims journey has become significantly more efficient for the broker and their clients with features such as immediate claim acknowledgement and automatic claim number assignment, along with automatic communications and active claim engagement including document sharing and claim tracking.
It all means that users can experience a quicker, more insightful claims journey. The ability to access our expert claim handlers via Live Chat adds a further dimension to our true end to end digital claims journey.
Q: What are the 3 most significant improvements made to the RSA Claims service over the last 12 months and why?
Making a claim is the ultimate moment of truth when it comes to seeing the value of an insurance policy and in terms of earning the trust of brokers to place their clients’ business with us.
Over the last 12 months, we’ve been focusing on improving our operational service delivery and effectiveness across the RSA and NIG portfolios. We have done this by driving the technology-enabled transformation that I’ve already mentioned, and by leveraging those areas of focus to consistently get the basics right and create faster and more transparent customer outcomes. Quicker claim registrations, faster assignment to experts and a new faster payments capability are all areas that we are seeing improvements in.
Q: How can brokers work with us to enhance the claims experience for them and their clients?
Brokers play a hugely important role in enabling faster, more transparent claims outcomes that can help us enhance customer satisfaction and strengthen broker-client relationships. This begins at first notification of loss (FNOL). Here, brokers can help us by either allowing us to establish a direct relationship with the client so that we can take all the relevant details and request all information or documents, or checking with us in advance what we need and providing that to us at notification.
This means that we can look to consider settling the claim when first presented, or ensuring that the swift receipt of relevant information or documents means we can look to settle it as quickly as possible thereafter. Speed of settlement is the key to customer satisfaction and loss mitigation for customers, and so brokers working with us to get the relevant information we need from the outset is key.
Q: What can brokers expect to see from the RSA Claims service in the next 12 months?
Brokers can expect to see a number of key developments as we continue our claims transformation strategy with the continued roll out of Guidewire ClaimsCentre into other classes of business, and as we complete the integration of the NIG business in the early part of 2026.
We’re focusing on leveraging our technology investments and the expertise of our people to drive faster and more predictable claims outcomes. This is by way of accelerated claims settlements and payments, as well as reduced effort and manual intervention for customers and brokers. We also believe there is benefit in collaborating with brokers on data and analytics, to improve processes and outcomes for customers together.
Q: How do you see AI most significantly contributing to the claims journey?
I think the most transformative shift in claims for commercial lines will be the rise of intelligent automation—AI-powered triage and claim assessment including fraud detection, partly enabled with the rise in Agentic AI, real-time digital access, and predictive analytics will redefine how quickly and accurately lower value claims can be settled. It will also significantly impact how the accuracy of these settlements can be consistently delivered.
At RSA, we’re focused on making claims faster, smarter, and more transparent for brokers and their clients alike.
