Prism Insights

Claims Partner Performance Checklist

How well can you evidence the performance of your current claims partner?
Stack of PRISM performance checklists and guidance sheets in blue, pink, and white.
Purple PRISM Claims graphic: average property claim costs 33% more than two years ago due to inflation and supplier management.
Checklist document with checkmarks beside a house icon

Outsourced claims performance is about more than headline SLAs.


Cost control, technical judgement, customer outcomes, governance and operational resilience all interact throughout the claims journey — and weaknesses can compound quietly, claim by claim.

What you'll learn from this checklist

The Prism Claims Partner Performance Checklist is a practical due-diligence tool designed for insurers, MGAs and capacity providers reviewing an incumbent or prospective property claims partner.

Use it to look beyond reported performance, examine the evidence behind the numbers and identify where greater scrutiny, visibility or control may be required.


It should help you ask better questions, challenge performance with evidence and make more informed decisions about the claims operations you entrust to others.

A practical framework covering eight critical areas of claims partner performance:

  • Cost, scope & leakage control
  • Technical quality & decision-making
  • Customer outcomes & Consumer Duty evidence
  • FCA, delegated authority & supplier governance
  • Fraud, recovery & leakage prevention
  • Operational performance & capacity
  • Surge readiness & operational resilience
  • MI, assurance & transparency

You'll also find guidance on what a good performance dashboard should show, an FCA evidence test, and six Prism benchmarks to consider when comparing claims suppliers.

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Get the Checklist

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Please note: This checklist is designed as a practical procurement and governance tool. It is not legal or regulatory advice. Regulatory responsibility remains with the relevant regulated firm and should be interpreted in the context of the specific distribution, delegation and outsourcing model.