The recent Lloyd’s Market Association Claims Talent Survey points to the loss of experienced professionals, impact of AI and continued pressure on the mid-career talent segment.

London, 16 July: Data published today from the Lloyd’s Market Association (LMA) Claims Talent Survey reveals an increase in new entrants (under three years’ experience), alongside a reduction in highly experienced professionals (over 15 years’ experience) within the Lloyd’s claims talent pool.

The survey was conducted as a follow-up to the LMA Claims Talent Survey in 2023, and responses from the majority of Lloyd’s managing agents revealed that talent remains a priority for claims leaders.

A picture of the current market:

• Data indicates that the number of claims individuals with 15+ years’ experience dropped from 37% in 2023 to 31% in 2025.

• New entrants, which include university graduates, school leavers and outside-of-industry talent, now accounts for 52% of junior roles. This is an increase from 37% in 2023.

Although respondents represent just over 50% of the managing agent community, initial signs suggest a shift in the demographic profile of the claims community.

Talent sourcing trends:

• 69% of talent is recruited from within the existing Lloyd’s market talent pool. Down from 74% in 2023.

• The recruitment of experienced adjusters (15+ years) from the Lloyd’s market has dropped from 22% in 2023 to 17% in 2025.

• In terms of which channels are used for recruitment, the use of recruitment agencies has decreased by 16%, while internal recruitment also decreased by 6%. However, the use of LinkedIn in talent sourcing increased by 11%.

Heads of claims also highlight these challenges as continuing:

• Poaching remains a concern, where a decreasing pool of experienced talent leads to higher demand for candidates. Investment in training and development is undermined by the difficulty of retaining those who have benefited from it.

• Flexible working environments issues emerge as there is a reluctance among candidates to commit to four days a week in the office.

• The 5-7 year and 15+ year experience cohorts remain the hardest to recruit for, with a continued trend of candidates seeking senior roles without the requisite background.

• Salary expectations continue to outpace experience levels.

• There is a limited talent pool across classes, especially within niche markets.

The data shows that hiring strategies have broadened. There has been increased recruitment of school leavers, graduates and individuals from outside the insurance industry. Notably, ‘outside-of-industry’ hiring strategies have shifted, from a previous focus on solicitors to a wider emphasis on transferable skills such as data, risk management, digital capability and communication.

When asked whether their view of future risks and opportunities had changed, heads of claims pointed to two overriding factors: the pace of technology change and increased automation, and a perceived reduction in knowledge and expertise within the market.

The survey revealed that the skills most frequently cited as critical for the future reflect this shift:

• Data and analytics
• Technical expertise
• Customer communication
• Relationship management
• Portfolio management
• Adaptability and strategic thinking.

Janine Powell, Claims Director at the LMA, said: “Claims has a growing story to tell as a career destination, and the future of claims depends on getting the balance right.

“It’s great we’re attracting new talent, and must continue initiatives to do so, but we cannot afford to lose the depth, judgement and experience that sit within our mid-career professionals.

“What’s evident is the digitalisation of claims. If we embrace AI and automation in the right way, we free up space for higher-value work and create a genuine demand for new technical professionals, opening doors to different talent pipelines.

“What being a ‘good’ claims professional looks like is shifting. However, what isn’t is the human dimension of the role. The survey shows that the critical aspects of a claims professional are both technical and relational. The market’s aim now should be to develop claims professionals who can combine technical and human insights, as both are essential to the evolving market.”

ENDS

Notes to Editors

Media relations contacts

LMA:
Carole Porter, Head of Marketing and Communications | +44 20 3307 3947 | Email: carole.porter@lmalloyds.com

Omnia Partners:
Will White, Partner, Omnia Partners | 07771 555247 | Email: will.white@weareomniapartners.com

About the Lloyd’s Market Association

The Lloyd’s Market Association (LMA) exists at the very heart of Lloyd’s, a world-leading global marketplace for complex risk where solutions to challenges are delivered every day. 59 Lloyd’s managing agents and members’ agents are members of the LMA.

We represent our members’ interests to organisations including governments, regulators, and the market’s central supporting body, the Corporation of Lloyd’s. We provide professional and technical expertise in areas ranging from model policy wordings to the implementation of innovative technologies. We connect with our members to identify and resolve issues facing the market, and work in partnership with Lloyd’s and the other market associations to influence initiatives and outcomes. We operate the market’s most comprehensive technical education service, the LMA Academy. For more information visit: www.lmalloyds.com.