Promote operational excellence


  • timely and relevant management information, KPIs and KRIs, dashboards
  • flexible, scalable IT platform; modern architecture
  • simple, repeatable, cost effective processes; strong controls
  • invest in, and enhance capability, through Full Potential Plan initiatives
  • successful migration and integration of ATL


  • responsive, timely service quality
  • market leading in-house expertise for complex claims
  • efficient use of TPAs for low value, low complexity claims
  • managing legal spend
  • controlling leakage


  • capital efficiency: avoid capital fragmentation; benefit from Lloyd’s ratings and licence network; supplement own resources with third party capital; balance financial and operational leverage
  • prudent reserving, leading to regular reserve redundancy
  • optimising investment returns through sophisticated asset allocation and portfolio management