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Managing large and complex loss: Five things brokers should expect from their insurer
20 October 2026
Read time: 5 minutes
When a large commercial loss occurs, the impact on a customer's business can be significant. Operations may be disrupted. Recovery takes time. And the decisions made in the early stages of a claim can shape the outcome for months to come.
For brokers, these moments matter. You’re trusting the insurer with your reputation and depending on them to support your customer.
Here are five things that make the difference when a large loss occurs.
A single incident, such as a fire, can quickly become a complex, multi-layered claims event. Navigating that kind of claim requires more than general claims experience. A dedicated major loss team brings together specialists who understand not just the policy coverage, but what a loss means for the business behind it. At Intact Insurance, our Major Damage team handles claims above £100,000 from notification through to settlement.
This matters particularly for Business Interruption claims, where calculating lost revenue requires forensic financial expertise. Having an in-house forensic accountant within the claims team makes a material difference to how quickly those assessments can be made and a fair settlement agreed.
For brokers, that combination of specialist structure and in-house expertise means large losses are handled with precision from day one.
The best claims outcomes start before a claim occurs.
The businesses that recover fastest tend to be those where the insurer has helped them prepare. That requires proactive engagement – not just at renewal, but as an ongoing part of the broker-insurer-customer relationship.
At Intact Insurance, we work with brokers, risk managers, and operational stakeholders before a loss occurs. Claims handling protocols are agreed in advance. Special handling instructions tailor the claims process to specific customers. Pre-loss scenario discussions help identify potential risks and agree how they would be managed.
If a loss does occur, the groundwork is already in place. There is no time lost establishing who does what, who to call, or what happens next.
When a large claim occurs, brokers and their customers need to know who is handling it, what is happening, and what comes next.
Complex claims that pass between multiple handlers create confusion. Communication breaks down. Decisions take longer. And you find yourself chasing updates rather than managing your customer relationship.
We avoid this by using a nominated handler/loss adjuster model. An experienced individual takes ownership of the claim from first notification through to settlement. One person with the authority and context to make decisions, providing consistent updates throughout. Where an in-house loss adjuster is appointed, they act as handler and loss adjuster combined.
Where a nominated handler is appointed, they will work alongside trusted external loss adjusters with support from a Claims Account Manager who maintains the broker relationship. Complex losses are approached with a project-management discipline – regular updates, clear milestones, and structured communication at every stage.
This means you know exactly who is responsible and what they are doing.
Large losses are rarely just insurance events. They are operational crises for the businesses behind the policy.
The difference between a good outcome and a poor one often comes down to how well the claims team knows the business – how it operates, what disruption means commercially, and which decisions will accelerate recovery.
Our handlers take the time to get to know the customer and their business. This knowledge equips our teams with everything they need to make decisions that reflect the realities of the business, not just the wording of the policy. Ongoing dialogue gives the flexibility to work with customer-preferred partners or specialists that aid recovery.
When a major loss occurs, speed and expertise must work together. That often depends on who has the authority to make decisions.
Large and complex claims can stall when progress relies on multiple external parties. Every delay in agreeing liability, approving payments, or engaging specialists adds time to the recovery process – and leaves you chasing for updates.
This is why our Major Damage team comprises in-house specialists with up to £14 million of decision-making authority. With 84% of loss adjusting handled internally, the team can move faster.
We aim to visit a customer within 48 to 72 hours of a major loss (over £100,000), with our loss adjusters able to assess damage, confirm liability, and progress payments sooner. We follow up every visit with an action plan.
When losses are large, complex, or commercially critical, the quality of claims handling becomes the true test of an insurer. For brokers and their customers, the difference lies in expertise, ownership, and decisive action, ensuring businesses recover quickly and confidently after a claim.
We’ve put together a comprehensive guide that gives you a deeper look at:
Based on 2025 claims performance data.