Research published today from the Chartered Insurance Institute (CII) New Generation Programme 2024/25 Claims Group urges the sector to do more to reduce landfill waste generated through the claims process.
The No Time to Waste report, explores how insurers, brokers, loss adjusters and suppliers can make greater use of landfill avoidance solutions and embed sustainability more effectively within claims handling. It comes at a time that insurers are under increasing pressure from customers, regulators and other stakeholders to demonstrate meaningful progress against environmental commitments.
The findings suggest while progress has been made, there is significant scope to improve awareness, education and the consistent adoption of sustainable claims practices across the market.
Participating insurance professionals identified a range of initiatives already being implemented, including repair-over-replacement approaches, recycling programmes, sustainable supplier networks, donations of salvaged contents to charities, and zero-to-landfill strategies. However, barriers such as cost pressures, customer expectations, limited awareness of available salvage and recycling options, and the need for faster claims resolution were among the most commonly cited challenges to reducing waste.
The research found appetite for greater transparency around environmental performance within claims operations. Respondents called for stronger repair-versus-replace guidance, improved supplier accountability, better data on waste outcomes and increased collaboration across the claims supply chain to encourage more sustainable decision-making.
Several participants suggested that education would play a key role in driving change, with some admitting they had not previously considered the environmental impact of claims handling. Others argued that sustainability considerations must become a more visible part of claims discussions, supported by practical tools and clearer industry guidance.
Commenting on the report, Dr Matthew Connell, Director of Policy and Public Affairs at the CII, said: "Insurance has a vital role to play in supporting the transition to a more sustainable economy, and claims handling is an important part of that journey. This research highlights encouraging examples of good practice already taking place across the market, while also showing there is considerable potential to further reduce landfill waste through greater collaboration, education and innovation."
Produced by the CII New Generation Programme 2024/25 Claims Group, the No Time to Waste report aims to stimulate wider discussion across the insurance profession and identify practical steps that can help reduce waste generated within claims handling.