Behind the Scenes of Insurance Services with Sam Nicholson
15 December 2025
A Role That Powers Our Success
Insurance Services is the beating heart of our organisation and at the helm is our Head of Insurance Services, responsible for ensuring everything runs smoothly and continues to evolve. From 24/7 First Notification of Loss (FNOL) to claims handling, admin and outbound legal, this role is all about delivering excellence and driving improvement.
A Role That’s Never the Same Two Days in a Row
Ask what a typical day looks like and the answer is simple: there isn’t one. Every day brings something new – and that’s what makes the job exciting. One moment it’s reviewing department results like telephony, conversion rates and workflow; the next, hosting clients on site or leading project meetings for new business. Weekly performance reviews, client reporting and strategic planning are all part of the mix.
“I like to think my role is about making sure everyone in my area has a rewarding and engaging job,”
Sam explains. It’s a big responsibility, but one that drives the team forward.
The Power of Teamwork
The Senior Leadership Team (SLT) is a strong unit, with specialists in FNOL, outbound legal, claims and technical claims. Weekly SLT meetings ensure everyone understands what’s happening across all areas, sharing best practice and supporting one another. This collaborative approach is what makes the team effective – working for the good of the business, not individual agendas.
Supporting the SLT are deputy operations leads and fraud specialists, alongside close collaboration with the Commercial Team. Together, they form a network that keeps Insurance Services agile and responsive.
Central to Organisational Success
Insurance Services is pivotal to the organisation’s growth. Every new legal case starts here, and the claims teams provide paid-for services that contribute directly to profitability. FNOL focuses on maximising conversions into repair, hire and legal services, while outbound legal ensures customers with injuries or uninsured losses get the right support. Claims teams deliver robust cost control and fraud detection, helping insurer clients price competitively and retain market share.
“Our success supports the organisation’s growth by retaining clients, expanding services and enhancing our reputation to attract new business.”
Recent Wins and Innovation
The past six months have seen major achievements: onboarding numerous household names for a range of services. We are constantly providing more for our clients and helping to solve their problems. Such as developing a new offering that could transform out-of-hours support for clients.
Innovation is also high on the agenda. The team is embracing technology with tools like AI and upgraded systems, improving management information and reporting. New dashboards are helping identify trends and boost efficiency, ensuring the team can do more with the same resources.
The future of insurance services will be shaped by digital transformation, but people skills will remain critical. Empathy, understanding and guidance are essential when supporting customers through stressful situations. Technology can make processes faster, but it’s people who answer the phones and manage claims.
Emerging trends like electronic notification of loss (ENOL), autonomous vehicles and the rise of electric vehicles bring new challenges. Repair costs are increasing, liability questions are emerging, and AI is changing the landscape. The team is preparing now to stay ahead.
“Technology helps, but at the end of the day, what matters most is how customers are treated – and that comes down to people, and I believe we have the best in the industry.”
