Being shortlisted is something we’re genuinely proud of, not just because of the recognition, but because of what it represents about how we work and what we’re trying to achieve.
This year, we’ve been recognised across both Claims Technology of the Year and Excellence in Customer Care – Service Provider at the Insurance Times Claims Excellence Awards 2026, alongside our recent shortlist highlighting our approach to technology and customer care more broadly.
For us, these aren’t separate achievements. They reflect the same underlying belief about how claims should be handled, especially in an industry where people are often dealing with disruption, uncertainty, and, at times, real distress following an accident or loss.
At Laird, we’ve always believed that claims sits at the most important point in the insurance journey. It’s where policies are tested, where expectations are either met or missed, and where trust is either built or lost. That’s why everything we do is focused on helping insurers, brokers, and their customers navigate that moment as smoothly and fairly as possible. Our role is to bring clarity where there is confusion, speed where there are delays, and reassurance where it’s often needed most.
Technology at Laird
Technology has become an increasingly important part of how we deliver that. Over the past few years, we’ve invested heavily in developing and adopting tools that improve consistency, reduce friction, and allow for faster, more informed decisions. But we’ve been careful not to lose sight of the fact that technology on its own doesn’t solve problems. Poorly applied, it can just as easily create distance, confusion, or frustration.
That’s why our approach has always been grounded in maintaining a strong human-in-the-loop model. We use technology, including AI, to support our teams by surfacing insights, streamlining processes, and removing repetitive tasks, but the responsibility for judgement and outcomes always remains with experienced professionals. In a sector like claims, where nuance and context matter, that balance is essential.
A big part of this journey has been investing not just in systems, but in our people. As technology has evolved, so too has the role of the assessor. We’ve been actively retraining and supporting our teams to work confidently alongside AI, helping them understand how to prompt, guide, and challenge these tools effectively. This isn’t about replacing expertise, it’s about enhancing it. The best results come when knowledgeable people are equipped with the right tools and know how to use them well.
This approach is particularly important in the claims and accident space, where every case is different and where the consequences of decisions can have a real impact on individuals and businesses.
Whether it’s a motor claim, a complex loss, or a disputed situation, our aim is always the same: to deliver outcomes that are fair, consistent, and clearly explained. By reducing unnecessary delays and improving the quality of information available, we’re able to support faster resolutions without compromising on care.
Outstanding Customer Service
Customer care, for us, isn’t something separate that sits alongside the process. It’s the natural outcome of getting the process right. When communication is clear, when decisions are well-founded, and when cases move forward without avoidable friction, the customer experience improves almost by default. That’s why we don’t treat technology and customer care as different priorities. Every improvement we make is judged on whether it genuinely improves the experience for the end customer.
Being shortlisted in both of these categories feels particularly meaningful because it reflects that joined-up approach. It suggests that the work we’re doing to modernise claims handling, while keeping people at the centre of it, is having a real impact.
We’re also very aware that we’re part of a wider industry that is evolving quickly. There are many organisations doing excellent work, and we don’t take being recognised lightly. For us, this is as much a moment to reflect as it is to look ahead. The pace of change, particularly around AI, will only continue, and with that comes both opportunity and responsibility.
Our focus will remain on getting the balance right. Not chasing technology for its own sake, but using it where it genuinely adds value. Not removing the human element, but strengthening it. And ultimately, continuing to support the insurance and claims sector in delivering better outcomes for the people who rely on it.
At its core, what we do is quite simple. We help turn what can often be a difficult, stressful moment into a process that feels clearer, fairer, and more manageable. If we can continue to do that, while improving how the industry operates along the way, then we’re moving in the right direction.
