Journey overview

Paying claims in the open market

Notification of loss, policy matching and verification

  • Customer making a claim on a laptop
    Customer makes a claim
  • A man holding a document while sat a desk with a computer
    Broker submits the claim with supporting documents
  • A man on a computer with a claim and policy document above
    Claim is matched against the relevant policy
  • A woman checking things on a computer
    Policy and premium verification checks are performed

Triaging, routing and assignment

  • A man receiving a notification on an iPad
    Lead underwriter and claim agreement party(ies) are notified of the claim (if required)
  • Two people on computers with a checklist above them
    Lead underwriter and claim agreement party(ies) are assigned claims tasks


  • A man on the phone at a desk
    Query management and requests for additional information is undertaken (if required)
  • Two people shaking hands at a desk
    Lead underwriter and broker negotiate, and agree or deny the claim

Digital processing

Settlement and claims payment

  • A woman doing technical checks on three computers
    Technical processing checks conducted to review and finalise the claim
  • Funds being sent from one person to a computer to another person
    Funds or fees are moved

Pain points

View the pain points that our new digital solutions are addressing for paying claims in the open market.


We’re delivering several solutions which are transforming how we’re paying claims in the open market. Learn more about these solutions, including our progress, benefits and where to find out more.  

Related steps