As claims volumes rise and regulatory expectations intensify, traditional operating models are being stretched. Firms are under pressure to reduce cost-to-serve, improve customer outcomes and manage volatility, while continuing to modernise.

KPMG’s Managed Services for Claims Handling provides a scalable, technology-enabled solution that not only manages your claims operations, but transforms them, delivering efficiency, resilience and consistently better outcomes.

Industry challenges

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Rising cost and operational pressure

Increasing claim volumes and complexity are driving up cost-to-serve and creating persistent backlogs.

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Technology investment barriers

Modernising claims platforms requires significant upfront investment and specialist expertise, slowing transformation.

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Resourcing constraints

Access to skilled claims professionals remains limited, impacting service levels and operational resilience.

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Fragmented processes and inefficiencies

Continuous change in leading practice and tooling creates inefficiencies and inconsistent execution across the lifecycle.

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Quality and control challenges

Disconnected QA and QC processes lead to poor-quality outcomes and limited oversight.

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Regulatory scrutiny and customer outcomes

Firms must evidence good customer outcomes through robust monitoring, reporting and embedded controls.

How KPMG can help

We combine operational delivery, deep regulatory expertise and leading technology to run, optimise and transform claims operations at scale, helping you reduce cost, improve efficiency and deliver consistently better customer outcomes.

Embedded quality, control and regulatory alignment

We integrate QA, QC and regulatory controls directly into live operations, ensuring consistent, compliant and customer-focused outcomes.

Technology-enabled, insight-driven operations

Our workflow tools, omni-channel platforms and pre-configured MI provide real-time visibility, improved efficiency and better decision-making.

Continuous optimisation and performance improvement

Our SMEs embed within your operations to identify efficiencies, reduce handling times and evolve processes in line with leading practice.

Rapid mobilisation and scalable delivery

We stand up and scale end-to-end claims operations quickly, handling volume spikes, clearing backlogs and ensuring continuity of service.

End-to-end lifecycle ownership

We take responsibility for the full claims journey, from intake and triage through to resolution, payments and reporting.

Our managed services in action

Consumer Credit Company | Large-scale claims and contact centre mobilisation

The challenge

The client faced a sudden surge in claims volumes, requiring rapid operational scale-up while maintaining regulatory compliance, customer service standards and fraud controls. Existing processes and infrastructure were not equipped to handle the level of demand or provide the necessary visibility and control.

Our KPMG solution

KPMG mobilised a fully managed, end-to-end claims handling operation, combining people, process and technology:

Established two UK-based customer contact centres within six weeks to ensure continuity of service
Designed and implemented a bank account verification process to strengthen payment controls and mitigate fraud risk
Embedded a vulnerable customer framework to support fair treatment and regulatory compliance
Deployed a digital communications platform to enable large-scale, personalised customer engagement with real-time MI
Delivered a scalable, omni-channel claims handling model across email, telephony and SMS

Results

Rapid mobilisation enabled immediate operational continuity during peak demand
1.5 million personalised customer communications delivered, generating real-time engagement insights
£1 million reduction in postage costs through digital engagement
High-volume claims handling achieved, including:
- 80,000+ emails processed
- 14,000 inbound calls managed
- 270,000 outbound SMS messages delivered
Improved customer engagement, operational efficiency and consistency across the claims lifecycle
Strengthened controls, reducing fraud risk and supporting regulatory compliance