Insurance is changing. Across the industry, claims are becoming more detailed, more evidence-based, and more tightly assessed. Insurers are placing greater scrutiny on eligibility, documentation, and how well a claim aligns with policy wording. For everyday policyholders, this means the way a claim is prepared and supported now plays a much bigger role in whether it’s accepted. Understanding what’s changing, and having the right support in place, is one of the best ways to protect yourself, and this is where a broker can help.
What's changing in Insurance?
Insurers are increasingly applying more structure and precision to how claims are assessed. This includes:
More specific eligibility criteria
Clearer definitions around what is (and isn’t) covered
Greater reliance on documented evidence
Increased focus on symptom severity, prior treatment, and history (particularly for life and health insurances)
More scrutiny around exclusions, stand-down periods, and policy conditions
These changes don’t necessarily remove cover, but they do tighten how eligibility is assessed. The information provided (and how it’s presented) now carries much more weight.
Why insurers are doing this
Two key factors are driving this shift:
Increased claims volume
Across all lines of insurance, insurers are seeing more frequent and more complex claims. Medical advances, higher repair costs, and more severe weather events are all contributing to rising claim volumes.
Long-term sustainability
To keep insurance viable and premiums as stable as possible, insurers are refining how claims are assessed. This means ensuring claims meet clearly defined policy and evidence requirements.
In simple terms, insurers aren’t trying to deny claims, they’re trying to manage rising demand responsibly. That balance, however, brings less flexibility and more precision.
What this means for everyday people
For policyholders, this shift often goes unnoticed, until a claim is needed.
Increasingly, claim outcomes depend on:
Whether prior treatments have been tried and documented
Whether symptoms meet defined thresholds
Whether referrals and reports align with policy wording
Whether the right evidence is supplied at the right time
A real-world example: where broker support made the difference
Recently, an HTL client considered changing insurers at renewal, believing she could secure a better deal elsewhere. On paper, the premiums looked similar, with only a small saving available.
However, after reflecting on a recent successful claim, she recognised how much value broker support had added during the process — from ensuring the right documentation was provided, to helping navigate insurer requirements and timing.
Ultimately, she chose to stay with HTL, not because of price alone, but because she recognised that having an adviser in her corner played a key role in her claim being accepted smoothly.
In today’s environment, that support can be the difference between a straightforward claim and a stressful, drawn-out experience.
Location, climate, and increasing scrutiny
Another major change we’re seeing is how insurers assess risk based on the location of assets.
Historically, there was little difference in premiums based on where you lived. Today, that’s no longer the case.
With extreme weather events becoming more frequent, insurers are now closely assessing:
Geographic location
Historical weather patterns
Flood, storm, and climate-related risk
As a result, there can be significant differences in premiums and policy terms depending on where a property is located. This makes it even more important to understand not just the cost of insurance, but the conditions attached to it.
How a broker protects and supports you
This is where broker support becomes increasingly valuable.
At HTL Group, our role goes well beyond arranging insurance policies. We help clients navigate insurer requirements, policy wording, and claims processes, especially as scrutiny increases.
Behind the scenes, brokers:
Stay across changing insurer criteria
Help clients understand what evidence may be required
Support conversations with providers and specialists
Identify potential issues before claims are submitted and assist at claim time
Advocate for clients when claims are complex or unclear
In a more detailed insurance environment, preparation and support matter just as much as cover itself.
The best protection is acting before you need to claim
Insurance is often only revisited when something goes wrong — but by then, options can be limited.
A proactive review helps ensure:
Your cover still suits your circumstances
You understand updated eligibility expectations
You know what would be required if you needed to claim
You have an adviser to turn to if things aren’t straightforward
A simple conversation now can prevent significant stress later.
Having a broker in your corner means you don’t have to navigate tightening criteria alone. If it’s been a while since your insurance was reviewed, now is a good time to make sure you’re properly protected.
Get in touch with us at The HTL Group if you need support or a review.
