Reflecting on 2025 and looking ahead to 2026
As we welcome 2026, we want to take a moment to look back at the last couple of years and recognise the changes McClarrons’ Claims Team have made following feedback and our own internal reviews, introducing new working practices with the assistance of automation and welcoming additional team members.
It’s easy to get caught up in the day-to-day but pausing to reflect reminds us just how much we have done. 2025 was a year of progress, collaboration, and innovation – all driven by one goal: making life easier for our clients when they need us most.
Our results speak for themselves. Across McClarrons, we assisted with 1,054 claims, with the total claim amount paid reaching over £3 million.
These figures reflect the dedication of our team to support clients through every type of loss, working to obtain fair outcomes for them in their time of need. Not only this, but it also reiterates just how valuable working with a broker who has a specialist in-house Claims Team can be; having a dedicated Claims Advisor working on your behalf to help manage, challenge and progress your claim can provide real reassurance when you need it most. Behind these numbers are real stories; businesses back on their feet, homes restored, and peace of mind delivered when it mattered most.
Our Claims Vision in action
Throughout 2024, we continued strengthening and refining our claims proposition to ensure we can deliver great experiences for our clients. Rather than focusing on individual stages of the claims journey, this year was about stepping back, reviewing the entire process, and introducing improvements that better support our claims management service. We aim to continually enhance the way we support clients during a claim, whether to a single loss or a large-scale surge event.
Our enhanced proposition reflects a more seamless and supportive journey for clients, built on:
- Aim for a world-class first notification of loss (FNOL): We look to ensure every claim starts on the right foot by providing insurers with everything they need upfront, which can help speed up decisions and settlements. We help our clients understand and gather exactly what will be needed, and by when, to progress their claim as efficiently as possible.
- Smarter systems: We continue to enhance our systems with tools like automatic updates, priority alerts, and renewal reminders to keep things moving and working efficiently for both our clients and us. This helps ensure those who need to be informed of any claim developments, are.
- Clear communication: We always look to keep our clients updated with regular updates about their claim; this will be more regular for fast-moving claims and less so for longer-tail claims, such as those relating to liability, which may require more time and involvement from third parties.
- Prepared for anything: From everyday claims to major surge events, we have plans in place to respond efficiently and prioritise effectively, so we know we are working on the right things at the right time for our clients and the insurer.
- Strong partnerships: We work closely with leading insurers and recovery specialists with the aim of being able to resolve claims more quickly and accurately, adding value at every stage.
Our goal behind all of this remains the same: to raise the bar for claims handling year after year and make the process as stress-free as possible for our clients. Every enhancement introduced in 2024, from smarter technology to better communication, was designed with our clients’ experience in mind.
Key initiatives that made a difference in 2025
In 2025, we aimed to raise the bar even higher by enhancing our client experience, creating smarter systems, and supporting colleagues’ development and understanding across the wider business. Here are some of the steps we have taken in 2025:
- API innovation:
We were one of the first brokers nationwide to pilot Aviva’s API, creating a seamless flow of claims data directly from Aviva’s systems to us. This helps to reduce manual entry and provides faster access to updates for our Claims Team, meaning they have more time to work on providing specialist advice and support to clients. We continue to collaborate with Aviva by providing feedback to make improvements for our Aviva clients’ experience. Should similar beneficial opportunities arise with other partners, we will aim to be one of the early adopters so that our clients and we can benefit. - Partnerships:
Working alongside BDElite to support with uninsured loss recovery, giving our clients the opportunity to access legal support in the event of a loss that isn’t covered by their other policies. - Training, learning and development:
We held numerous training sessions with specialist partners to continue to enhance our team’s technical knowledge and ensure we stay up to date with insurer developments and industry changes as we continue to look for ways to improve our service proposition; this included expert input from Crawford & Co, HB Underwriting, Kennedys, Aviva, Geoff Ramm, among others. - Professional standards:
We updated our internal processes and auditing processes to assist in ensuring consistency and quality across our Claims Team, helping to improve our ways of working, cross-team collaboration and ensure our internal processes are working as intended in order to support our clients, without compromise. - Claims advice and visibility:
Increased blog posts from our Claims Team to help advise and educate readers on considerations to make, not only when arranging their insurance, but when it comes to making a claim. We have also made improvements to our internal cross-team communication with the Claims Team, developing their own newsletter for the wider business to share lessons-learned, key changes or topics, product improvements and quarterly updates on claims across the business. This helps to keep the wider team up to date with developments, areas that may need to be discussed with clients and to assist them in further supporting our claims processes. - Client-support enhancements:
Our Claims Team are increasing their availability to attend client meetings to provide clients who may benefit from it, with insight into their claim’s trends, developments and how they can provide support given their specific circumstances – all improving our ability to proactively support clients.
Thank you to our clients
None of this would have been possible without the trust and support of our clients and the dedication of our team to keep improving. Every improvement we make is with this in mind – ensuring that when the unexpected happens, you have an insurance partner who is proactive, dependable, and always striving to do better.
Here’s to another year of progress, innovation, and delivering excellence together. If you have feedback or ideas on how we can make your claims experience even better, we’d love to hear from you – please email us at enquiries@mcclarroninsurance.com.
