The measure
Claims Outcomes Benchmark
Your claims experience in the context of the market, with the comparison broken down to the moments that matter. Repeated measurement helps you assess movement over time.
Independent claims intelligence
The promise is not made at the sale. It is kept, or broken, at the claim.
We help claims leaders understand what drives customer outcomes, how they compare with the market, and where to act.
UK motor and home · Independent evidence · Founder-led interpretation
Illustrative AI-generated photography. The claimant pictured is fictional.
01 / The commercial question
You know what a claim costs.
What does the experience create?
Communication, care and keeping promises shape how a claim feels. Understanding those moments gives claims leaders a clearer basis for improvement. Renewal is one of the consequences that follows.
- 01
Understand the experience
Hear what happened from the person who lived through the claim.
- 02
Set it in context
Compare with an independent market view to see where attention is needed.
- 03
Connect it to decisions
Identify priorities and examine the customer behaviour that follows.
02 / The independent evidence
A view beyond your own customers.
Independent claimant tracking across UK motor and home connects the experience of a claim with what the same customers did afterwards.
150,000+
UK motor and home customers heard from, including over 30,000 describing a recent claim.
~2×
Claimants describing a poor claim switched at roughly twice the rate at renewal.
29pp
Observed two-year switching gap between good and poor motor claims; around 26 points in home.
Figures from six years of independent UK motor and home claimant tracking and analysis prepared for The Claim Is the Promise. Draft figures, subject to final verification before publication. These are observed associations, not proof that the claim alone caused a renewal decision.
Read the evidence basis and limitations →03 / What we do
A benchmark.
A clear interpretation.
A better decision.
An independent comparison tells you where you stand. Our interpretation helps you understand why and decide what to investigate or change.
The interpretation
What your outcomes mean
A focused reading of strengths, points of friction and the questions behind them. Customer outcomes come first, followed by the implications for retention and the business.
How an engagement works
- You bring
- Your business question, the motor or home scope, and the decision you need to make. No customer files are needed for the initial discussion.
- We establish
- The available sample, a suitable market comparison and the analysis that the evidence can support.
- You receive
- An agreed benchmark and interpretation, with the evidence, limitations and priorities explained for your team.
- Who takes part
- Your claims lead and the colleagues responsible for acting on the findings, working with Ian Hughes.
- Timing and scope
- Agreed after the initial briefing, once coverage and the depth of analysis are clear.
Independent insight, not transformation delivery.
We provide the comparison and interpretation. Your team owns delivery. We do not sell the underlying dataset or replace your customer survey programme.
04 / From evidence to action
Something you can take into the room.
A useful briefing makes the comparison understandable, the limits visible and the next decision clear.
Illustrative briefing format. This is not a client result or a completed analysis.
Discuss your briefing →Claims outcomes briefing
Motor or home / agreed reporting period
Market context
Illustrative. Positions shown do not represent any firm.
The questions behind the result
- Communication
- Where did customers feel informed or left uncertain?
- Care and confidence
- Which moments strengthened or weakened trust?
- What followed
- How did renewal behaviour vary with the experience?
Decision for the team
Agree what to investigate, who owns the next step and how progress will be assessed.
Every analysis needs its period, sample, definitions and limitations alongside the findings.
05 / The person behind the work
Founded by Ian Hughes.
More than twenty years in financial services data and intelligence, founding and building a UK insurance pricing and behavioural intelligence business.
Ian founded claims.company to help claims leaders understand the outcomes they create, for customers and for the businesses that serve them.
Contact Ian directly →
The book
The Claim Is the Promise
Ian Hughes on how great claims build trust, loyalty and long-term growth.
Enquire about the book →From our insights
Two redress letters, no reason given
When an automated decision explains the outcome but leaves out the reason.
Explore the insights →06 / Start with your question
What would you like to understand about your claims outcomes?
Tell us the decision you are facing. We can discuss the available evidence and what a useful benchmark briefing would cover.