Wednesday 18th March 2026
A career in Claims through change: Reflections on 35 years in the industry
Posted by Richard Galgey, Head of Claims
I have had the pleasure of working at Kerry London for 6 years, the last 3 as Head of Claims. My focus has always been to deliver the best possible claims service for our clients. The changes my team and I have introduced have centred on raising standards, improving efficiency and consistency, and adding value at every stage of the claim journey – from first notification through to final settlement.
Reflecting on these developments, I felt it would be worthwhile to share my own experience of change throughout my career, from my early days on the Youth Training Scheme (YTS) at JH Minet to the present.
I reminisce about when I first joined the industry. Claims brokers would leave the JH Minet offices at 8 a.m., armed with slip cases packed with paper files, eager to be first in line to see an insurer claims manager. The disappointment of being second in the queue—and knowing you might wait hours for the broker ahead of you to work through their files—was all too familiar. Many will recall LUNCO, slips with 1% lines, and the sheer mountain of paper that defined our working environment.
There were the days when a claim file could be thrown back at you for not fully understanding the policy cover, the smoke-filled offices, card games at lunch, communication by telex, the typing pool, your name being called over the Lloyd’s Tannoy system, and the many legendary characters I’ve met over my 35 years in this industry.
At first, change came gradually, then accelerating with the arrival of new technologies: fax machines, pagers, and BlackBerry devices—each considered groundbreaking in its time. These were soon overtaken by today’s faster, more advanced tools. The emergence of Electronic Claims File, electronic files, email, hybrid working, and smartphones has transformed how we operate. And now, with the rise of AI and the drive for constant technological innovation, perhaps this is the moment for us to pause and reflect.
Gradual change is usually easier to accept, but constant or sudden change can be far more challenging to manage. Many people fear change and feel more comfortable doing things the way they have always been done. That is why guiding teams through change—and demonstrating clearly how processes can be simplified or how standards and efficiencies can be improved—is so important.
While I, like many, fondly remember the bustle and camaraderie of large claims departments, it is difficult to argue against the tremendous improvements brought about by technological progress. Communication is instant. Processes are quicker and more consistent. The days of queueing outside insurer offices are, for better or worse, long gone.
However, amidst all this progress, we must not lose sight of the importance of face-to-face contact and the value of strong relationships with clients, insurers, loss adjusters, and solicitors. Equally important is passing on knowledge and experience to our junior colleagues.
I am extremely proud of how my team has embraced and adapted to the changes we have implemented. At Kerry London, we have refined our procedures and adopted technology to enhance our claims service. Our focus remains firmly on adding value at every step of the claim process. We continue to provide genuine claims advocacy for our clients, and we still recognise the critical role that personal, face-to-face interaction plays in delivering an exceptional service.
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Kerry London is authorised and regulated by the Financial Conduct Authority. The company is a leading UK independent and Lloyd’s registered broker, which means that we work with a wide range of niche and major insurers.
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Categories: Claims,
