In our last article, we made the case that prevention matters – risk management is at the heart of responsible underwriting. However, we also recognise that even with the best risk controls in place, accidents will still occur. And when they do, they’re the moment of truth. They’re the point where insurance either proves its worth or fails the people it’s meant to protect. And the press isn’t wrong. As Saxon East wrote recently in Insurance Age, “claims performance is underwhelming” among many MGAs. That reputation exists for a reason.
Responding with speed, efficiency, and precision is a rare opportunity for insurers to improve the industry’s reputation and enhance their own when it comes to paying and handling claims.
When purchasing an insurance policy, the client expects protection, efficient and expert claims handling when an incident occurs. At Gem, we believe protecting the client’s interests when a claim occurs is paramount. We know, it is not only our reputation on the line, but theirs too.
If a claim is mismanaged, initially, it’s the broker the client looks to blame. You placed the cover, you recommended the MGA, and in their eyes, you’re responsible for how it plays out. That makes claims service not just a client issue, but also a broker’s reputation issue. Every delay, every poor update, every mishandled decision also reflects on you.
For policyholders, the impact is equally serious. A poorly handled claim can result in cash flow strain, reputational harm, or even the survival of the business. That’s why Gem treats claims as central to what we do, because we know, ultimately, all parties’ reputations are on the line.
Experienced specialists manage our claims through our partnership with DWF. Their adjusters and handlers have worked across law firms, brokers, coverholders, Lloyd’s syndicates, and insurers, blending valuable market and legal experience. That expertise ensures claims are handled with authority, pace, and fairness.
We don’t hide behind portals or layers of escalation. Brokers and clients deal directly with people who have the authority to act and who understand the commercial realities of your client’s situation.
Our educational content, like our guide on “claims made vs losses occurring”, shows our commitment to helping brokers and clients understand how long-tail exposures work. That clarity pays dividends when a claim arises, ensuring no nasty surprises and giving brokers the confidence to explain outcomes.
Nothing frustrates brokers more than silence. That’s why we commit to clear, timely updates. If there’s progress, you’ll know. If there’s a challenge, you’ll know that too. It’s about trust and transparency, qualities brokers tell us they value most.
Our approach to claims is closely tied to proactive risk management. Tools like SafeCheck identify and reduce exposures before they turn into claims. That saves time, money, and reputations for both brokers and clients.
What does this look like in real life? Here are two examples that show the difference Gem’s approach can make.
Case Study 1: The Scaffold Collapse. A regional contractor faced a public liability claim after scaffolding partially collapsed near a high street. Immediate action was critical. Working with DWF, our team secured witness statements, expert reports, and a strategy for early resolution. The claim was settled fairly within months, not dragged out for years. The broker told us the speed and clarity “saved the client’s renewal conversation.”
Case Study 2: The Long-Tail Exposure. A broker brought us a client facing potential asbestos-related claims from work carried out decades ago. Our team explained the difference between claims-made and losses-occurring policies, helping the broker demonstrate cover continuity and protect the client against historic exposures. The claim was managed smoothly, and the client renewed “with total peace of mind.”
Working with Gem means: your reputation is protected when the moment of truth arrives, clients who feel supported when they need it most, and fewer sleepless nights because you’re not left chasing or firefighting.
@Saxon East was right to highlight that too many MGAs underperform on claims. But at Gem, we’ve built our business to prove that risk management and claims handling go hand in hand. Prevention reduces incidents, but when a claim does land, our service ensures brokers and clients are supported at every step. Because anyone can underwrite a policy. The real test is how you prevent the claim and how you handle it when it happens. That’s where Gem is different.
Gem’s Claims Pledge
When the moment of truth arrives, here’s what you can expect from us:
- Expert handling. Claims managed by experienced specialists with both legal and market knowledge.
- Direct access. No faceless portals or endless escalation; you deal with people who can act.
- Clear communication. Timely, transparent updates, so you’re never left chasing.
- Broker protection. We know it’s your reputation on the line, and we treat it that way.
- Prevention linked to claims. Proactive risk management through tools like SafeCheck reduces incidents before they happen.
- Fair outcomes, fast action, practical solutions and early resolutions whenever possible.
At Gem, we don’t just underwrite policies. We stand by them.