When we speak to our brokers, it quickly emerges that there is one common and fundamental truth: when challenges arise, brokers want the confidence that their clients will be supported with clarity, speed, professionalism and commerciality. Consequently, a great claims experience strengthens relationships, reduces uncertainty, and helps brokers protect their clients’ resilience. And for us, it turns a difficult or challenging moment into an opportunity to demonstrate the positive difference we can make.

TMK finished 2025 by being awarded the Gracechurch Claims Service Quality Marque for the tenth consecutive year and as the overall market leader. For us this was more than an achievement in service delivery, it demonstrates our continuing commitment to delivering the kind of claims service brokers rely on most: one built on trust, expertise, and a consistently human approach.

In fact, this could be called a ‘decade of kindness’, and this is not about being ‘soft’ - it is about our client-centred claims service where we combine clarity, empathy and professional judgement, to create better outcomes and stronger broker trust.

Why kindness matters in claims

On its surface kindness translates into something very practical: fewer surprises, clearer communication, and greater confidence that difficult issues will be handled constructively. And although the technical outcome of a claim is determined by the contract, there is much more to an outstanding claims service than that simple fact.

But when we look a little deeper, kindness also speaks to the experience of the ‘how’ of what we do - not just the ‘what’. For example, kindness touches upon the thoughtfulness of our approach, taking the time for right conversation and explanation, thinking about the way decisions are communicated - all this shapes whether a client feels supported and whether a broker feels confident in picking up the phone and surfacing issues or concerns early.

Kindness is also about empathy and us recognising that when a loss occurs, people are affected and how that feels to them, especially when the outcome is not what they hoped for. These human considerations create a much longer-lasting impression than the outcome of efficiency metrics alone.

We have seen how this plays out across the industry. In recent catastrophic losses, such as the California wildfires, empathy was essential to helping people navigate trauma as well as financial recovery. When clients feel heard and supported, the process becomes not just a transaction but part of their recovery journey.

The confidence to call

Our approach comes down to something quite simple; we want brokers and clients to have the confidence to pick up the phone when something matters and say, "We have got a situation here – can you help?"

That confidence comes from knowing you will always get a constructive, supportive response, from someone genuinely there to help solve problems.  Our founder, Robert Kiln, had a series of maxims that still resonate at TMK today – “always look for a reason to pay a claim” is at the heart of that ethos.

This especially comes to the fore in difficult situations. When the facts are complex. When outcomes are not straightforward. When there are no easy answers. Handling these situations with kindness as opposed to handling them transactionally defines who we are as claims professionals.

Wildfire survivor and claims advocate Annie Barbour has emphasised in interviews and industry discussions that in the early stages of a claim, what matters most is not paperwork, but listening – validating people’s emotions and giving them space to process their loss. She notes that this kind of empathetic engagement helps build trust and supports recovery.

The human element matters more than ever

I have written before about how technology, including AI, will change how we work. But I remain convinced that the human element, our Human Way, the relationships, the empathy, and yes, the kindness, matter more than ever as technology evolves. Undoubtedly, technology gives us huge improvements and many answers, but when did an interaction with AI make you feel better as a person?

When brokers praise our responsiveness, technical knowledge, and approachability, they are recognising something that goes beyond process efficiency. They are recognising that we strive to combine expertise with empathy. Commercial acumen with compassion. Technical skill with humanity.

Looking ahead

As we mark this tenth anniversary, we are not just celebrating past achievement. We are recommitting to the principles that got us here. We are in a rapidly evolving market where technology is transforming how we work, but fundamentals and their importance remain constant.

Our ask of our brokers remains unchanged - give us a call when it matters. We are here to help. You will always get a constructive response, handled with professionalism, underpinned by expertise, and yes – kindness.

Because at the end of the day, you cannot always change what happens. But you can always change how it happens. And in a decade of being there for our clients and brokers, that has made the real difference.