Markel contributes to BIBA panel on claims, customer experience and AI

We were delighted to take part in a panel session at the 2025 BIBA conference, joining other leading voices in the industry to discuss the role of claims as perhaps the defining experience moment all customers have of the insurance sector.

Our claims director, Richard Napoli, represented Markel on stage, with the panel exploring how technology and human expertise must work hand-in-hand to meet customer expectations. The growing impact of automation and artificial intelligence in the claims process was of particular interest to the audience and the media.

The discussion was covered by both Insurance Post and Insurance Age, who each picked up on the increasing role AI is set to play in assessing claims, while noting that the market remains cautious when it comes to automating decisions around liability and declinatures.

As a specialist insurer with a 5* claims rating from brokers, we are committed to balancing technological innovation with a personalised claims service from experienced human handlers for brokers and clients alike.