Meet the team behind 9,000 Claim investigations every year

To understand what really happened, someone often needs to visit the scene, speak directly with those involved, gather evidence and piece together the facts. That's where Mark Hudson and Paul Hobson, Zurich’s Claims Inspectorate Management Team, step in.

Operating across the UK, the team plays a vital role in investigating casualty claims and helping determine liability, ensuring customers receive fair, informed and evidence-based outcomes.

“Our role is to investigate the circumstances of a claim and determine liability alongside our customers,” says Mark.

Investigating claims across the UK

The Claims Inspectorate specialises in casualty claims, including Employers’ Liability, Public Liability and Product Liability cases. Around 99% of the team’s workload involves personal injury investigations.

With approximately 27 specialist Claims Inspectors located throughout England, Wales, Scotland and Northern Ireland, the team investigates around 9,000 claims every year, travelling nationwide to uncover the facts behind complex incidents.

It means the role combines investigation and technical insurance knowledge with something equally important: the ability to build relationships with customers.

More than inspectors: an extension of our customers’ business

At a time when many insurers rely heavily on external investigators and loss adjusters, Zurich continues to invest in its own dedicated Claims Inspectorate.

That can help create strong relationships with customers and brokers, particularly when an investigation involves difficult questions or complex circumstances.

Customers and brokers see the team as an extension of their business, benefiting from long-standing relationships, deep operational understanding and objective assessments based on evidence.

650 years of combined expertise

A major strength of the team is the depth of knowledge behind those decisions.

Across the Inspectorate, nearly 650 years of combined claims investigation experience supports decision-making on some of the UK’s most complex casualty claims.

Alongside that experience, continuous professional development remains important. Many team members hold professional insurance qualifications, while health and safety accreditations contribute additional knowledge relevant to liability investigations.

Expertise backed by outstanding customer experience

Technical expertise ultimately needs to translate into a positive experience for the customer.

It’s an area where the team has received strong feedback. The Claims Inspectorate regularly achieves a TNPS score exceeding +85, generates hundreds of promoter responses and has been recognised at the Insurance Times Claims Awards.

Finding the facts behind every claim

Behind every liability decision is a dedicated professional gathering evidence, listening to different perspectives and drawing on years of experience to understand what really happened.

As one Claims Inspector says, “it really is the best job in claims.”