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

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 If you like what you’re hearing, please leave us a review on whichever platform you use or contact Matthew Grant on LinkedIn . Sign up to the InsTech newsletter for a fresh view on the world every Wednesday morning.

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How automation is shaping the future of claims in the Lloyd's and London market (394) is an episode from InsTech - insurance & innovation with Matthew Grant by InsTech.

This episode is 16:34 long.

This episode was published on Feb 15, 2026.

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