From filing cabinets to cyber risks
In conversation with Insure TV, Neil Grimes looked back on a career that began in the Claims department at the Insurance Corporation of Ireland, a route familiar to many in the profession. At the time, the work centred on motor, property and liability.
Since then, the scope has widened considerably, now covering areas such as cyber, professional indemnity, consumer technology, weddings and even glamping pods. For those in Claims, this shift is not just about dealing with a broader mix of cases. It brings a new level of complexity. Unlike underwriting or broking, Claims demands an understanding of the whole market. It is the point where policy wording meets everyday reality and where insurers show their true value.
Cultural shifts reshaping the insurance claims market
Remote working has quietly reshaped the claims arena. Shorter, more frequent car journeys have pushed motor claims upward, while property claims have dipped as homeowners spot problems earlier. Add to this the increased popularity of staycations and the pressures of the cost‑of‑living crisis, and it becomes clear that social behaviour is directly influencing insurance demand.
These changes are not temporary blips. They signal more profound cultural shifts, from the growth of domestic travel to the rise of new leisure businesses. For Neil, the message is straightforward. Claims must remain rooted in everyday life because everyday life is what defines risk.
Digital collaboration transforming insurance claims
While Artificial Intelligence (AI) may dominate industry discussion, Neil draws attention to a more immediate change: the widespread use of Teams, Zoom, and other digital collaboration tools is transforming the way people connect. Meetings that once required travel and careful scheduling can now take place at the click of a button. This shift has accelerated supply chain engagement, expanded networks and fostered a level of collaboration that Claims has never experienced before. In Neil’s view, technology is reshaping not only processes but also the very culture of how the industry works together.
Building the future of insurance claims talent
Neil speaks openly about the challenges of succession. Many Claims departments lean toward an older workforce, and bringing in younger talent remains difficult. Apprenticeships, mentoring and reverse mentoring are not add‑ons but essential strategies. “Claims is the best grounding in insurance,” he says. The task ahead is to ensure that grounding feels appealing, dynamic and sustainable for the next generation.
Claims as the strategic centre of insurance
For all the talk of trends and technology, Neil’s reflections return to people. Whether it’s mentoring apprentices, collaborating across borders, or recalling the humour of his father’s claims stories, the message is consistent: Claims is about human resilience. It is where disruption meets response, and where the industry proves its worth.
Far from being a ‘back-office’ function, Claims stands at the strategic centre of insurance. Its breadth, adaptability and human focus make it the discipline best equipped to guide the industry through uncertainty.
