InsTech - insurance & innovation with Matthew Grant & Robin Merttens

How automation is shaping the future of claims in the Lloyd's and London market (394)

Feb 15, 2026

Guest

Zoe Woods

Zoe Woods, Claims Improvement Manager at Lloyd’s, shares market innovation and oversight work. Simon White, Chief Claims Officer at Apollo, explains large‑scale claims automation wins. Aidan O’Neill, CEO of DOCOsoft, focuses on claims tech and dashboards. They discuss why specialty claims can be automated, real-world rollouts, data and dashboards, modular plug‑and‑play services, and balancing innovation with market oversight.

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INSIGHT

Automation Is Already Here

Automation in specialty claims is not distant future — it's already embedded in many workflows.
Simon White argues straight-through processing and data use are live now across carriers.

INSIGHT

Data Layer Enables AI

Structured claims data unlocks AI decisioning once extracted from emails and spreadsheets.
Aidan O'Neill highlights the shift from policy-tied claims to independent claim systems enabling analytics.

INSIGHT

Syndication Demands Shared Services

In a syndicated market, turning innovations into elective shared services scales impact.
Zoe Woods says syndication requires services that many managing agents can adopt to reach scale.

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In this episode, we bring you a live panel from InsTech’s May event at CodeNode, exploring how automation is reshaping claims in the Lloyd’s and London market — and why the belief that specialty is too complex to automate no longer stands.

Moderated by Matthew Grant, CEO of InsTech, the panel features Simon White, Chief Claims Officer at Apollo, Aidan O’Neill, Founder and CEO of DOCOsoft, and Zoe Woods, Claims Improvement Manager at Lloyd’s.

Specialty claims have long been viewed as too bespoke, too nuanced and too reliant on human judgement for automation to play a meaningful role. But as underwriting becomes algorithmic and distribution turns digital, claims can no longer lag behind.

This conversation moves beyond theory to evidence. Automation is already embedded in live workflows across the market. The firms adopting early are seeing measurable operational gains.

In this conversation, they share:

Why the myth that specialty claims cannot be automated is finally breaking down
How Apollo processed more than 23,000 claims through automated checks, cutting handling times to under a working day
What happens when you ask claims handlers to map every task they repeat on each file
Why automation should augment decision-making rather than create black boxes
How structured data and integrated dashboards unlock meaningful AI use cases
What Lloyd’s is doing to balance innovation with oversight in a syndicated market
Why modular, plug-and-play services are replacing large-scale transformation programmes
What specialty can learn from automation in motor and property lines
Why starting small with repeatable processes creates fast, tangible wins
How claims is shifting from cost centre to strategic differentiator

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