How We Use Artificial Intelligence

Claims Handling

AI analyses claim information to identify the type of work required, estimate timelines, and prioritise cases. Our claims teams make faster, more consistent decisions, but a qualified person always reviews and approves.

Damage Assessment

AI can analyse images and data related to property damage to help our technicians understand the scope of work needed, providing faster initial assessments and more accurate quotations.

Asset Identification & Valuation

AI helps identify, categorise, and value policyholders' contents. AI estimates values using data-driven models, but the final figure is determined by a rules-based process against current, verifiable market data from established retail sources. All valuations are reviewed by a qualified team member.

Internal Operations

AI supports business intelligence, quality assurance, and process improvement. It helps us spot trends, monitor service quality, and improve the customer experience.

Our AI tools may process information you provide as part of your claim, such as descriptions, photographs, and documentation. We only use data necessary for the purpose at hand.

All AI systems operate within our data security framework, including encryption, access controls, and regular security assessments. AI processes operate only on claim data (item descriptions, photographs, damage classifications, and product categories) and never on data that could identify you.

Under UK data protection law, you have the right to know how your data is used, request access to the information we hold, and ask for corrections. If an automated process has contributed to a decision about your claim, you can request a human review.

Transparency: We are open about where and how AI is used in the services you receive.

Human Oversight: Qualified team members review AI outputs before decisions are made that affect customers.

Fairness: We design and test our AI systems to avoid bias and ensure fair treatment for all customers. We actively test outputs for consistency across different customer groups and conduct regular audits.

Accountability: We take full responsibility for decisions made using our AI tools. If something goes wrong, it is our responsibility to put it right.

Data Protection: We handle your data in full compliance with UK GDPR and the Data Protection Act 2018. Personally identifiable information is not used within our AI analysis processes.

Continuous Improvement: We regularly review and test our AI systems to make sure they deliver good outcomes for customers.

Our governance framework includes a clear approval process before any new AI tool is introduced, ongoing monitoring of performance and outcomes, and regular reviews to ensure compliance with this policy, UK law, and industry best practice.

Where we use third-party AI tools, we carry out thorough assessments for data security, accuracy, and fairness. All third-party providers must comply with UK data protection law. We do not allow them to use your data for any purpose other than the service we've engaged them for.

We review this policy at least annually. Any material changes will be published on our website.