Better Stakeholder Experience for Specialty Insurance Claims

Specialty insurers increasingly differentiate on the quality of broker/MGA/capacity interactions during complex claims, where weak coordination can raise regulatory risk and erode confidence. This article defines “stakeholder experience” as the end-to-end workflow across brokers, MGAs, TPAs, capacity providers and expert networks, and flags common friction points (fragmented communication, manual compliance, limited real-time visibility, inconsistent expert coordination). It recommends role-based portals, integrated communication, embedded audit trails aligned to the FCA’s Consumer Duty, and analytics dashboards to evidence performance. Technology leaders can use the suggested metrics to prioritise modernization that reduces operational drag while strengthening partner relationships.