Your clients demand claims excellence—here’s proof we deliver the goods

The claims process has become more than the “moment of truth” when a client’s loyalty is won or lost. It’s frequently a key decision driver when they choose their insurers in the first place.

When Insurance Times interviewed a host of experts on this topic, they all agreed: Claims is becoming a key differentiator at the point of sale and renewal. In this landscape, brokers who bring carriers with a proven record to the table will establish their credibility and tee themselves up for stable, long-term client relationships.

At FM, claims excellence has always been one of our core differentiators—based on prompt coverage confirmation, focus on getting the client back in business fast, and losses settled and paid as soon as possible. Our award-winning claims service proves that you can count on us to deliver consistently when it matters most.

Claims excellence when the worst happens

FM won the Major Loss Award at the 2026 British Claims Awards based on our response to a multi-million-dollar fire at a specialist veterinary hospital.

Judges were impressed by the speed of our response, our professionalism, and our commitment to returning the hospital to full operation as quickly as possible, reducing the risk of long-term disruption.

This award illustrates how you can count on us to provide the technical expertise, calm leadership, empathy, and close collaboration across claims, engineering, operations, and account management needed in the event of a major loss.

Recognition for the whole claims proposition

We were also named Insurer of the Year at the 2026 UK Insurance Times Claims Excellence Awards for our end-to-end claims excellence.

This recognition reflects more than the outcome of a single claim. Judges highlighted our ability to respond quickly to complex losses, including getting in-house loss adjusters to client sites promptly. They also recognized the value of our policy workshops, education, and support—both before and after a loss.

Consistent team performance worldwide

Our great service extends across our global claims handling teams. That’s why FM received Insurance Asia News’ Claims Team of the Year award, and the Mansfield Corporate Property and Casualty award in Australia.

We also won awards at Insurance Insider US Honors 2026, with further winners expected to be announced in the coming weeks and months—including the 2026 Insurance Business Canada Awards.

A faster path for simpler claims

FM’s claims approach also recognizes that not every loss needs the same level of intervention. For straightforward property losses below US$150,000, our fast-track claims capability is designed to simplify submission, reduce unnecessary handling and help clients receive payment sooner.

This capability complements the hands-on support for complex events. Following a successful pilot, it has already been shortlisted for an industry award, proving its potential for enhancing the customer experience.

Make claims capability part of the conversation

Stable, long-term client relationships are the reward for partnering with carriers that are committed to claims excellence. The average customer stays with FM for nine years, and client relationships are often even stronger after a claims experience.

To learn more about how we ensure claims management excellence across our operations, click here. Or, if you have a client who could benefit from our services, submit a new business enquiry here and we’ll be in touch.

This is part of a series of articles FM is producing to help brokers understand the value we can provide to their commercial property insurance clients. Look out for the next post in this series for more valuable insights.