Claims Audit

Independent assurance to strengthen claims handling, compliance, and customer outcomes

Procurato’s Claims Audit service provides insurers with an objective, independent review of how claims are managed and settled. By examining how claims are handled and evaluating the outcomes, we ensure that claims management is fair, compliant, and aligned with both policy terms and customer expectations, as well as regulatory standards across Pet, Motor, Property, Health, and Commercial lines.

Why an Audit of Insurance Claims is Important

Claims are at the heart of the insurance operations, and how they are managed directly impacts the customers, regulatory compliance, and financial performance. Yet, insurers often face challenges in ensuring claims are settled in line with policy terms, within the right time frames, and at the correct value.

Our audits review both individual claim files and broader processes to confirm whether claims are being handled fairly, consistently, and in alignment with regulatory expectations such as Consumer Duty to give organisations an independent view. Using the insights from our audit, organisations can implement necessary changes to remain compliant and identify key areas for improvement.

How it helps your business

Enhanced Compliance
Demonstrates adherence to policy terms and regulatory standards.

Cost Control
Identifies leakage from overpayment, delays, or process inefficiencies.

Better Customer Outcomes
Highlights where timelines, accuracy, or communication can be improved to strengthen trust and reduce complaints.

Improved Governance
Provides a clear evidence base to support initiatives and establish continuous improvement.

Our Approach to Audit Claims

How it works

Our methodology combines detailed case reviews with thematic assessments, tailored to your priorities and resources.

We begin by defining the scope of audit – whether that means a deep dive into individual claim files, a thematic review of broader datasets, or a combination of both. File-based audits assess whether claims were settled correctly, on time, and in line with the purchased policy. Thematic reviews highlight systemic issues such as delays, inconsistent communications, or misaligned processes.

Depending on your needs, the audit can focus on specific claim types (e.g. Pet, Motor, Property, Health or Commerial Claims) or provide a cross-portfolio assessment of multiple lines. In all cases, our consultants bring sector expertise and structured methodologies to ensure findings are objective, defensible, and actionable.

What you get from a Claims Audit

Our Deliverables

Audit Report

A detailed summary of findings across policy adherence, timeliness, settlement accuracy, and customer outcomes.

Thematic Insights

Trends and systemic issues identification across policies or multiple insurance lines.

Actionable Recommendations

Prioritised areas for improvement to strengthen governance, reduce leakage, and enhance customer experience.

Regulatory Assurance

Evidence to support compliance with Consumer Duty and other regulatory requirements.

Why Procurato

We combine real industry expertise with technology that adds value. We speak the same language as your teams, avoiding consultancy complexity, and deliver insights in a clear, practical way.

Agile and adaptable, we stay aligned with your agenda even when challenges arise, always focused on delivering what we promise and leaving behind solutions that last.