Shining a Light on Claims Operations to Drive Efficiency, Collaboration and Better Customer Outcomes
04 February 2026
When someone is involved in a motor incident or personal injury, making a claim can feel overwhelming. The customer wants the process to be clear, predictable and handled by specialists who understand what they are going through.
At Carpenters Group, we support claimants by guiding them through each step, providing expert legal advice and ensuring they always know what to expect next. As the UK’s largest provider of claimant motor legal services, we have the scale, systems and experience to deliver high‑quality support across a wide range of cases.
The foundation of this support is what our Claims team help to deliver every day and shapes how smoothly cases progress and how consistently customers experience our service.
Simone Bunseedhun, Deputy Operations Manager for the Claims team at Carpenters Group, shares insights into her role and the impact her team makes across the organisation. Her focus is on operational excellence and delivering the best possible outcomes for our clients and customers.
Keeping the Claims Journey Moving
As Deputy Operations Manager, Simone’s role is about creating the conditions that allow claims handlers to move cases forward efficiently. Rather than simply “keeping operations running”, she works on the detailed steps that make handling consistent, meaning decisions can be made on time, updates are accurate and customers aren’t left waiting.
"My role is about creating the conditions for teams to do their best work. That means setting clear expectations, planning workloads, and removing anything that slows cases down.”
Her responsibilities include allocating daily workloads, monitoring service levels and ensuring each handler has the right information at the right time. She also identifies where delays might occur and fixes the underlying cause. When processes work, customers experience a smoother journey and handlers feel confident and in control of their caseload.
A Team Built Around Ownership and Continuity
One of the biggest strengths of our approach is continuity. Every customer has one dedicated handler, supported by a wider team when needed. This means the person managing the case understands the full story, and what needs to happen next.
“Our customers aren’t passed from person to person, and that makes a huge difference. When a handler truly understands a case from the start, communication, decisions and outcomes become clearer and more personal.”
This model avoids repeated conversations and reduces the risk of missed information. It blends accountability with teamwork, ensuring that decisions are fair and transparent.
Driving Organisational Success
Claims handling is often the main way customers experience Carpenters Group. The quality of that journey directly shapes trust for both customers and our insurer partners.
“When we get it right through clear regular updates and fair settlements, customers and clients can feel that reliability.”
A strong and detailed early assessment of the case, consistent communication and well‑supported decisions contribute to smoother progress and better confidence in outcomes. In practice, this means fewer delays, more predictable timelines and a clearer experience for customers who may already be feeling overwhelmed.
Innovation That Makes a Practical Difference
Simone and the other Deputy Managers are working closely with our Technology and Innovation team to continuously improve how handlers access information. This ensures key details are not stored across a number of different systems or files. The goal is always to make relevant information easier and quicker to find, making everything quicker and easier for both our File Handlers and our customers.
“We build guides and tools that surface key information instantly. When a handler doesn’t have to search around, decisions are quicker and the customer has a better experience.”
This work focuses on practical improvements: clearer guidance, simpler pathways and tools that reduce manual admin. These changes reduce errors and give customers quicker, more accurate updates.
Specialisation That Strengthens Results
A significant development in the team has been the creation of a new Large Loss Handler role, focused on more complex, higher‑value cases. These claims need closer monitoring and experienced judgement.
“High value claims can quickly escalate if they’re not monitored closely. Having specialist handlers means we can keep a much tighter grip on those cases, identify issues earlier and make decisions that protect the customer and the client.”
This approach allows the team to anticipate issues sooner and manage cases with greater control. For customers, it means clearer explanations and quicker decisions on complex matters.
Building a Culture That Thrives
For Simone, the most rewarding part of her role is seeing the positive impact on both the customer experience and her colleagues’ confidence.
“What drives me is seeing colleagues feel supported and confident. When someone tells me they feel in control of their workload and that they’re enjoying their role, that’s when I know the improvements are working.”
By simplifying processes and investing in people, we create an environment where colleagues feel empowered, which means customers receive a steadier, more supportive human experience at a difficult time.
Simone’s ongoing focus on communication, efficiency and meaningful use of technology is shaping a Claims function that remains responsive to changing customer needs.
“We’re always looking for smarter ways of working. That mindset is what keeps the team progressing and keeps the service improving.”
By refining processes and supporting people, the Claims team is shaping a service that delivers reliability and confidence when it matters most.
