Reimagining the London Insurance Market with ServiceNow
From slip to settlement, Bureau to non-Bureau, syndicate to coverholder. We put a connected workflow fabric over the systems and partnerships that already run the market.
The pressures shaping the market right now
The conversations we are having across syndicates, brokers and MGAs keep coming back to the same six themes.
Data standardisation and the CDR
Lloyd's stepped back from Blueprint Two in March 2026 in favour of incremental modernisation through Velonetic, with the Common Data Record now the standard carrying the data-first push across claims, delegated authority and underwriting. Aligning to the CDR without breaking what already works is the live version of this problem.
Ageing workforce and skills gap
There are more market practitioners over 50 than under 30. Institutional knowledge has to be codified into workflow before it walks out the door.
Fragmented legacy systems
Policy admin, claims, broker portals and Bureau processes (Velonetic, ECF, IMR) stitched together with email, spreadsheets and tribal process.
Claims leakage and DA oversight
Coverholder and TPA performance is hard to see in real time. Leakage, complaints and conduct risk hide in the gaps.
Regulatory and conduct burden
Solvency II, Consumer Duty, PRA and FCA Operational Resilience (SS1/21) and sanctions, all converging on the same operating model.
Specialty and cyber demand
Underinsured cyber, parametric and emerging specialty lines need products to launch in weeks, not quarters.
Built for every role in the market
One platform, calibrated to how syndicates, MGAs, brokers, TPAs, reinsurers and captives actually operate.
Lloyd's syndicates
Managing agents and syndicate operations.
MGAs and coverholders
Delegated authority writers and binder operations.
Brokers, Bureau and non-Bureau
Wholesale, retail and specialty broking.
TPAs and loss adjusters
Outsourced claims handling at scale.
Reinsurance brokers
Placement, cedant onboarding and treaty/fac submission on a cedant's behalf.
Reinsurers and retro carriers
Treaty and facultative underwriting, claims and periodic accounting.
Captives and corporate insureds
Aligned with the new UK Captive regime.
The London Market value chain on ServiceNow
Four stages of insurance, sitting on the foundational fabric that any modern carrier, broker or MGA needs to run.
Product and Solution Innovation
Spin up new lines, wordings and parametric products with workflow, governance and analytics from day one.
Distribution to Policy Issuance
Submission triage, broker onboarding, sanctions and KYC, orchestrated end to end into the policy admin system of record.
Policy Servicing
MTAs, endorsements, renewals and broker queries handled in a single workspace, with a full audit trail.
Claims Management
A connected, transparent FNOL to settlement journey across in-house and delegated handlers. Guidewire and core systems remain the systems of record.
Where we move the needle first
Seven flagship plays that consistently produce the highest early value for our London Market clients.
Underwriting workbench and submission triage
A single pane for underwriters. Slip extraction, exposure data, peer review, referrals and bind, feeding the policy admin system rather than replacing it.
Delegated authority and coverholder management
Onboarding, due diligence, bordereaux quality, audit and remediation. The visibility into binders that has historically lived in spreadsheets.
Claims orchestration with FSO and Guidewire
An orchestration layer over Guidewire and legacy claims platforms. Digital FNOL, adjuster workspace, third-party data enrichment, fraud signals and TPA oversight.
Complaints, conduct and Consumer Duty
Complaints intake, root cause, vulnerability flags and Board-ready conduct MI. Designed for FCA expectations rather than bolted on later.
Operational resilience and TPRM
Important Business Services mapped to people, process, technology and third parties. Aligned to PRA/FCA Operational Resilience expectations, with live evidence rather than annual snapshots.
Finance ops and source to pay
Premium, claims, reinsurance recoveries and supplier spend connected into a single financial workflow that closes the loop with the GL.
Reinsurance and facultative operations
Placement and slip negotiation, cedant onboarding and due diligence, sanctions screening on reinsurance counterparties, bordereaux-driven premium processing, IBA and periodic (technical account) accounting, all connected into one workflow rather than left to email and spreadsheets between broker, cedant and carrier.
Now Assist and AI Agents are woven through every play above. We are deliberately pragmatic about where they earn their place. The specifics, by design, sit inside client conversations.
Built by people who have lived the London Market
Our leadership and senior delivery team bring decades of combined experience inside the London specialty insurance market. That covers syndicate operations, broking, delegated authority, claims and finance transformation.
We have sat on every side of the slip. That is what lets us go from market vocabulary to working software faster than a generalist consultancy ever can.
Syndicate and managing agency exposure
Bureau and non-Bureau broking flow
Delegated authority and coverholders
In-house and TPA-led claims operations
27+ years of large-scale transformation, with deep roots in the London Market
Sudhir Joshi
Co-founder & CRO · London, UK
27+
Years leading enterprise transformation
Lloyd's
Syndicates, brokers & MGAs engaged
CXO
Trusted advisor across Europe
Sudhir brings more than 27 years of experience leading large-scale enterprise transformation programs across industries. A meaningful chapter of that career has been spent inside the London Insurance Market, working alongside CXOs at carriers, syndicates, brokers and MGAs on policy, claims and operating model change. He brings that cross-industry pattern recognition into every London Market conversation, alongside the specifics of how the market actually runs.
"Across 27+ years of large-scale transformation, the patterns repeat: legacy estates, fragmented data, workflows held together by people. The London Market has its own version of that story, and I have been close to it for many years. What is genuinely different now is ServiceNow. It is the first workflow fabric I have seen that can sit over Guidewire, the Bureau, broker portals and delegated authority and make the market work the way underwriters and claims leaders have always wanted it to. If you are wrestling with legacy, Blueprint Two, DA oversight or a transformation that has stalled, I would genuinely like to hear about it. No pitch, just a serious conversation."
Where Sudhir goes deep
A platform the analysts now rate as a leader for insurance
We have backed ServiceNow for insurance because the analyst community is now backing it too.
Forrester Wave™ P&C Claims Management Systems, Q2 2024
Named a Leader on debut, with the strongest strategy of all firms evaluated. That validates the FSO Claims architecture for both carriers and TPAs.
Forrester Wave™ Customer Service Solutions, Q1 2024
Leader recognition for the customer and broker service experiences that sit on top of policy and claims systems of record.
Why Impactron for the London Market
Market fluency, ServiceNow depth and a delivery model built for value. That combination is what makes us different.
Market fluency
We speak Lloyd's, Bureau and the CDR natively. There is no translation layer between your business and the build team.
ServiceNow depth
FSO, IRM, TPRM, SecOps, App Engine and platform architecture, delivered by certified specialists rather than generalists.
GCC delivery model
A blended UK and India operating model that protects margin and accelerates delivery, without offshoring the thinking.
Insurance Insights
Field notes from the practice
After Blueprint Two: What Should London Market Firms Modernise Next?
Lloyd's has stepped away from a single market-wide programme. Each firm now has to decide which operational problems to fix itself, in what order, and without creating avoidable risk.
Seven Workflow Bottlenecks Slowing Specialty Underwriting
Most specialty underwriting delay does not sit inside pricing. It sits in intake, allocation, appetite checks, referrals and subjectivities, where the work moves between people rather than through a system.
Modernising Insurance Operations Without Replacing the Core
Most insurers do not lack systems. They lack a dependable way to move work between them. A practical architecture for COOs, CIOs, enterprise architects and CFOs.
Ready to make the market work better?
Spend 45 minutes with our London Market team. You will leave with a point of view on the highest value workflow play for your business.
Book a London Market Discovery