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Case Studies
Transforming Large Loss Claims at Legal & General Home Insurance
Legal & General Home Insurance was facing a critical challenge - rapid inflation in large loss claims, which was driving unsustainable cost increases and negatively impacting the customer experience. The existing model relied on a preferred loss adjuster that was effective for low-value claims but lacked the specialist expertise required for complex, high-value claims.
The Challenge
Key indicators of failure included:
1
Live claims audits exposing inefficiencies in claims handling
2
Actuarial data showing double-digit claims inflation
3
Customer dissatisfaction due to delays and lack of communication
It was clear that a step change was needed - one that focused on project-managed claims handling, ensuring the right suppliers were engaged at the right time to drive better outcomes.
The Solution
A New Approach to Loss Adjusting
Legal & General took a data-led approach to reshape its claims management strategy. The goal was to hand-pick the best loss adjusters in the market, ensuring they had both the technical expertise and customer-first mindset needed to control costs while improving the customer journey.
Key Steps in the Transformation
The Impact
Sustainable Cost Savings & Better Customer Outcomes
In the first year alone, the new approach delivered:
£1.5 million in reduced claims costs - a repeatable annual benefit
Faster claim settlements, reducing the time customers spent in temporary accommodation
Lower complaints and improved Net Promoter Scores (NPS)
Greater efficiency, as loss adjusters and claims handlers worked seamlessly together
Key Lessons Learned
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Data is a powerful change agent - when the numbers clearly highlight inefficiencies, gaining senior buy-in becomes easier.
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Stakeholder engagement is crucial - aligning both internal teams and external partners on a shared vision ensures smoother adoption.
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Cultural fit matters - having technically skilled loss adjusters was not enough; they needed to embrace a customer-first mindset.
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"As Head of Supply Chain Major Loss, I witnessed Phil transform our large claims management process. His analytical mindset proved invaluable when he identified that our project's initial approach hadn't uncovered the true root causes of underperformance.
Through his recommended baselining exercise, Phil uncovered crucial insights that transformed our market offering. His leadership culminated in a hugely successful launch event for 25 of the UK's most experienced loss adjusters. The performance dashboard he developed enabled my team to achieve £1.5m in benefits within the first year alone. Phil combines meticulous attention to detail with exceptional delivery capabilities—a rare and powerful combination."
-William Q, Head of Supply Chain and Major Loss
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