Jenny Neale

Senior Executive, Claims

In 2025, the LMA NexGen Claims Leadership Group undertook a market survey exploring how claims professionals across the Lloyd’s market are currently using artificial intelligence, their perceptions of the technology and expectations for the future.

The survey received 111 anonymous responses from managing agent claims professionals across a range of roles and seniorities, examining themes including AI adoption, confidence and training, governance concerns, operational opportunities and the future role of AI within claims handling.

Following analysis of the survey findings, representatives from across the Lloyd’s market came together to discuss the results and share their perspectives on the evolving role of AI within claims.

The discussion explores:

• current adoption trends and practical market usage
• operational opportunities and efficiency gains
• governance, oversight and confidentiality considerations
• confidence, training and skills gaps
• concerns around accuracy, regulation and the human element
• future outlook for AI-enabled claims handling.

The discussion is moderated by Lorraine Ekong, Syndicate Claims Manager, CFC, and features:

• Alex Flather, Group Head of Strategic Claims, MunichRe
• Daniel Cambage, Head of Specialty Casualty Claims, Berkley Specialty London
• Emma Watling, Core Claims Manager, The Hartford

Listen to the podcast now.