Laurent Matras defends new claims structure

The new structure saw the departure of Phil Bird with claims directors reporting instead to Malcolm Smith on commercial matters and Kevin Kiernan on personal lines issues.

Mr Matras told Insurance Age that the processes for claims remain unchanged on an operational level but that the strategy was now more market facing.

"What they [brokers] are going to see in the medium term is a better alignment of the value chain. The way I look at it is that a personal lines broker or customer is concerned