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Richard Napoli, Simon Johnston, and Insurance DataLab's Matt Scott talk claims excellence, broker feedback, and delivering exceptional customer outcomes.
Published on 24 June, 2026
Richard Napoli, claims and legal services director, and Matt Scott, co-founder of Insurance DataLab, are hosted by Simon Johnston, marketing director. Richard reflects on what it means for Markel to receive a Gold Award for claims service, based on the feedback of over 200 commercial lines brokers. Their discussion explores the value of independent insight and how the broker feedback not only recognises the team’s dedication, but helps inform future improvements and shape an even better claims experience.
The conversation examines the role of continuous improvement in maintaining high standards, with Matt highlighting the importance of acting on feedback and proactively identifying opportunities to enhance customer experience. Looking ahead, they discuss the role of technology in insurance and the need for new technology to solve genuine challenges, rather than being adopted for its own sake. Together, they explore how data, collaboration, and a commitment to excellence can help drive meaningful improvements for brokers and clients across the market.
