Michał Trochimczuk: Commercial Leadership Journey: Last year, Intact UK&I announced an ambitious goal of becoming the number one commercial insurer in the UK. How would you evaluate your journey toward this goal so far, and what are the most valuable learnings you’ve gained?

Ken Norgrove: Following our acquisition by Intact, we focused on setting ourselves up for sustainable success, starting with adjusting our footprint to win in the market. We chose to pivot away from areas where there wasn’t a clear route to outperform and double down in commercial and specialty lines where we have scale and see a clear path to outperformance. With this outperformance mindset we did three things: 

• Exited personal lines motor 

• Acquired NIG & FarmWeb from Direct Line 

• Sold our direct personal lines operations to Admiral and exited the home and pet partner and broker market 

Customers and brokers will determine whether we are successful in our ambition to become number one in the market  - we aim for 3 out of 4 customers to be our advocates and 4 out of 5 brokers to value our specialised expertise. Our broker value proposition and service will be the key to success: 

1. Being easy to do business with 
2. Recognised for our specialised expertise  
3. Being responsive 
4. Strong relationships and trading effectively  

We are seeing positive signs of progress and this year we’ve doubled our enquiry-to-quote ratio and increased our market visibility with our sales teams spending more time face to face with brokers. Our brokers are telling us service has improved but we know there is more we can do as our new ways of working become engrained in the way we operate and our technology further improves. 

Michał Trochimczuk: Digital Claims Impact: Intact Insurance in the UK has recently undergone a significant transformation in its digital claims journey. What impact has this had on the company, as well as on customer and broker experience? What advice would you give to insurers considering a digital claims transformation?

Ken Norgrove: We were the first insurer to implement Guidewire’s cloud-based claims technology solution, which means we can take advantage of future upgrades automatically as they become available. Intact Insurance has embedded Artificial Intelligence and Machine Learning into claims handling transforming decision-making and operational efficiency. Fully integrated into Guidewire ClaimCenter these models provide intelligent recommendations at key decision points—such as coverage, liability, routing, and recovery—within the handler’s workflow. Models are trained on historical data and regularly refreshed to maintain accuracy. AI has transformed our claims operations by improving decision accuracy, consistency, and speed—leading to stronger financial outcomes and better customer experiences. This reduces claim lifecycles and improves quality, while also freeing up capacity for more complex cases. These improvements have boosted handler productivity, reduced leakage, and enhanced customer satisfaction—demonstrating measurable impact while laying the groundwork for future automation and intelligent claims processing. It has also enabled us to open up access to our claims system for both Brokers and Customers allowing them to monitor their claim progress real time. This is game changing for our Brokers and Customers.