UK motor insurers are forecast to spend £1.08 for every £1 they earn in premiums this year.

August 28, 2026•1 min read

UK motor insurers are forecast to spend £1.08 for every £1 they earn in premiums this year.

So understandably, everyone is looking for ways to reduce claims costs.

But here’s one place I’d look.

Less Effort ➡️More Loyalty ➡️ Less Cost

Every time a customer has to chase, repeat themselves, escalate or find out who owns their claim…

the insurer has to do more work too.

We call one customer effort.

We call the other operating cost.

Perhaps they’re the same problem.

And perhaps one of the best places to look for unnecessary claims cost is wherever we’re making customers work unnecessarily.

I’ve made a list below.

What would you add?

https://www.loweffort.com

Stuart Corrigan|

Stuart writes about the strange psychology of customers—and the organisations that serve them. As founder of Descartes Consulting, he helps organisations increase profits and reduce costs by building customer loyalty through lower-effort experiences. During his 27-year career, Stuart worked alongside John Seddon for 20 years and served as Commercial Director of Goldratt UK. He has a degree in psychology, a postgraduate qualification in social psychology and a master’s degree in Lean Thinking.

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