Headquarters:

One Creechurch Place, Creechurch Lane, London EC3A 5AF

Year founded:

1864

Number of employees:

848 (UK and Ireland)

Phone:

01737 787787

Email:

travelers.co.uk/contact-us

Website:

travelers.co.uk

LinkedIn:

linkedin.com/company/travelerseurope

“A key strength lies in the seamless collaboration between our claims teams and underwriters, who work together pre-policy inception to optimise coverage solutions and policy wordings”

Barbara Rizzi, chief claims officer, Arch Insurance International

TRAVELERS

Judy O’Neill

Chief Claim Officer, Europe

Niall Dowdall

Head of Complex Claims

Marie Emslie

Head of Central Claims

Leadership

Judy O’Neill is a US-qualified lawyer from California and chief claim officer, Europe, and a member of the European Management Committee. She joined Travelers Europe in 2009, forming the in-house legal team for claims. Previously, she led the strategic oversight of legal initiatives and US-based litigation at Equitas. Before moving to the UK in 1996, she was in private practice focusing on complex insurance defense and coverage litigation. O’Neill is the chairperson of the Board of Trustees for the Travelers Pension Plan, former chairperson of Travelers Europe Women’s Diversity Network, and a member of Travelers Disability & Allies Diversity Network.

Chief Claim Officer, Europe

Judy O’Neill

Niall Dowdall has worked for Travelers for 25 years. In his current position as head of complex claims, he has responsibility for all losses with an incurred value of $100K across all lines of business. In addition, he is also head of claim for TIDAC, which is Travelers’ Irish operation. Previous roles in Travelers included responsibility for claim operations, claim shared services, which included Subrogation, fraud and legal costs share and various teams in the Irish office. Before joining Travelers, Dowdall held claim function positions in Allianz, AIG and Willis. Dowdall is married with three children.

Head of Complex Claims

Niall Dowdall

With 30 years of experience in the insurance industry, Marie Emslie has established herself as a leader in claims management. Her journey with Travelers began in 2003 as a claims professional. Over the years, she has advanced through various leadership roles. Currently, as the head of central claims, Emslie leads a dedicated team responsible for managing all non-large loss claims across all lines of business. The central claims team is committed to providing timely and accurate resolution of claims while delivering exceptional customer service. Their goal is to maximise customer satisfaction by streamlining the claims process and ensuring clear and transparent communication throughout.

Head of Central Claims

Marie Emslie

Read on

Award Winner

Leadership

SPECIAL REPORT

Home

Bio

Read on

Award Winner

Leadership

SPECIAL REPORT

Home

Bio

Christine Williams

Managing General Counsel – Claim Legal

Christine Williams joined Travelers in 2016 and is managing general counsel – claim legal. She is a qualified barrister, accredited mediator and chartered insurer. In recognition of her contribution and active participation within the insurance sector over the years, Williams was awarded the Freedom of the city of London in November 2024 following a ceremony at London Guildhall. As well as sitting on various committees within the London insurance market, Williams is currently co-chair of Travelers Disability and Allies Diversity Network.

Managing General Counsel – Claim Legal

Christine Williams

Joseph Arazi

Head of Legal Practice

Joseph Arazi is a solicitor and head of Travelers’ in-house law firm, Travelers Legal, which handles legal actions against Travelers’ policyholders. Arazi spent 20 years as an insurance litigator at leading City law firms. He joined Travelers in 2018 to establish and grow Travelers Legal. He now runs the practice, manages a growing team of lawyers and has oversight of many cases. Arazi has extensive experience of complex claims and an understanding of commercial considerations. He is passionate about delivering excellent customer service and places this at the firm’s offering, which is also focused on providing an efficient and cost-effective service.

Head of Legal Practice

Joseph Arazi

Collaboration is at the heart of Travelers Europe’s culture. Whether working internally across departments or with its broker partners, teamwork is paramount at this people-first company. Travelers stands apart as a specialist insurer with deep expertise in sectors such as financial institutions, solicitors, health, and technology. It provides tailored insurance and risk management solutions for clients ranging from small, family-run businesses to large multinational corporations. Over its 165-year history, the company has earned a reputation as one of the best insurers in the industry due to its extraordinary dedication to customers, colleagues, and communities. This commitment is reflected in its AA S&P rating, which underscores its financial stability and strength. As one of IB UK’s 5-Star Claims Carriers of 2024, Travelers Europe was recognized for its market-leading claims services. “Our success and recognition are made possible through our talented teams of people who take pride in creating and delivering insurance solutions and a superior in-house claim team that makes a difference,” says Judy O’Neill, chief claim officer. “We design insurance and risk management solutions around specific client needs, and with sector-specific expertise, we help brokers and clients manage current risks while empowering them to minimise emerging ones.” When doing business with Travelers, clients and partners can rely on:

“We’ve created an environment where diverse perspectives fuel innovation, and this has been key to our remarkable growth since 2019. We implemented specific behaviours that have transformed our service delivery, leading to our recognition,”

Barbara Rizzi, chief claims officer, Arch Insurance International

Aldrin Wong

Chief Executive Officer and Managing Director, Malaysia

Alex Tang

Chief Executive Officer, Hong Kong

Andri Dirgantara

President Director, Indonesia

Liane Brown

Partner

Aldrin Wong is a respected industry leader with over 27 years of experience in the insurance and loss adjusting sector in Malaysia. A fully qualified civil engineer, he has extensive expertise in managing large, complex claims, including those arising from catastrophes. Wong previously led Sedgwick’s Malaysia operations before taking on the role of chief executive officer and managing director in 2020. His deep technical knowledge, leadership and experience in navigating high-value claims have been pivotal in driving the company’s success in the region.

Chief Executive Officer and Managing Director, Malaysia

Aldrin Wong

Alex Tang is a seasoned professional in the insurance industry, with over 35 years of experience in claims and loss adjusting. He has built a strong reputation for handling complex losses across China, Hong Kong, and Macau, working with leading international loss adjusting firms. Tang is an Associate of the Australian and New Zealand Institute of Insurance and Finance (ANZIIF) and a Fellow of the Chartered Institute of Arbitrators. His vast expertise in claims management, combined with his deep knowledge of the regional markets, has made him a highly respected figure in the industry.

Chief Executive Officer, Hong Kong

Alex Tang

Andri Dirgantara is a respected leader in the Indonesian insurance industry, with over 20 years of experience at Sedgwick. He has developed expertise across key sectors, including construction, energy and engineering. Specialising in adjusting claims related to CAR/EAR, fire, marine and liabilities, Dirgantara possesses a deep understanding of the relevant rules, regulations and policies. He has managed a number of high-profile, large-scale losses in the region, including those resulting from the 2006 and 2009 earthquakes in Java and Sumatra. Dirgantara’s extensive experience and leadership have made him a trusted figure in handling complex claims in Indonesia and beyond.

President Director, Indonesia

Andri Dirgantara

Liane Brown is committed to representing individuals who have suffered serious personal injuries and to families who have suffered the loss of a loved one. Her practice concentrates on personal injury law, including accident benefits, motor vehicle collisions, medical malpractice, occupiers’ liability, product liability and wrongful death cases.

Partner

Liane Brown

Partner

Liane Brown

Ben Irantalab enjoys the complexities of personal injury litigation. His practice is exclusively devoted to representing clients with brain injuries, spinal cord injuries, and severe orthopedic injuries. For him, the cases that require special creativity and thinking outside the box are the most gratifying.

Partner

Ben Irantalab

Arch has also achieved market-leading broker service levels, earning awards such as Broker Partner of the Year in 2022 and 2024 and becoming the only insurer to receive a Five-Star Rated Insurer distinction for overall broker experience in 2023 and 2024. Arch’s culture is a differentiator and continues to be fundamental to the company’s success. “We’ve created an environment where diverse perspectives fuel innovation, and this has been key to our remarkable growth since 2019. We implemented specific behaviours that have transformed our service delivery, leading to our recognition,” says Rizzi. Brokers, partners and clients can expect equality, integrity and inclusivity when dealing with Arch, and its approach is defined by its Pursuing Better Together® ethos of collaboration, responsiveness and a genuine commitment to continually raising the bar.

SPECIAL REPORT

Home

Bio

Read on

IB Top Brokerages

Award Winner

“We will continue to strengthen our service proposition and customer experience as a key differentiator, as we build on the momentum we have achieved to date across multiple business lines and territories,” says McLean. “Our im is to continue to grow our market relevance and strengthen our partnerships with our strategic brokers as we expand our leadership position in key sectors. “We will also continue to invest in talent. We are committed to drawing from the broadest pools of talent, and to creating an environment that attracts and retains stellar employees. We recognise the importance of building teams that are diverse, collaborative, and innovative and are dedicated to cultivating a supportive and inclusive workplace culture in which all our employees can thrive.”

Read on

Award Winner

“A key strength lies in the seamless collaboration between our claims teams and underwriters, who work together pre-policy inception to optimise coverage solutions and policy wordings,” Barbara Rizzi, chief claims officer, Arch Insurance International, adds. “This integrated approach ensures we deliver superior solutions tailored to our customers’ requirements while maintaining the highest service standards.” Arch’s approach to claims is built on five service principles:

a claim process shaped by broker feedback, emphasising speed of service and technical excellence standardised procedures across claim types, adapted for specialist needs when required qualified solicitors, many of whom have over 20 years of experience managing solicitors’ professional indemnity claims cyber claim professionals who deploy innovative technology to protect customers’ businesses a proactive rehabilitation support programme to help injured workers return to work quickly with support from its in-house nurse

•

Ben Irantalab

Partner

Ben Irantalab

Partner

Ben Irantalab

Partner

Liane Brown

Medals

Construction

Management liability

Professional indemnity

Turnaround time – claims

BDM support

Broker communication, training and development

Overall service level

BDM support

The company ensures transparency and collaboration throughout the claim lifecycle, from regularly scheduled meetings with strategic brokers to updates at key claim milestones. Its customer relationship team, which supports their claims professionals, further enhances these efforts by meeting brokers and customers virtually or in person to discuss claim trends and strategies to reduce future losses. Travelers was the first UK commercial insurer to implement tools for immediate roadside reporting via smartphone, integrating dashcam footage, telematics, and weather data to inform liability decisions. It has also managed some of the market’s largest syndicate marine claims, working seamlessly with global partners. Travelers Europe remains closely connected with its global organisation of 15,000 claims team members, gaining access to resources such as the risk control laboratory, catastrophe centre, and advanced fraud detection tools. Its in-house, 24/7 claims team provides expert legal and technical guidance, minimising the impact of any loss. Travelers Legal, its in-house law firm, handles actions against its policyholders, representing their interests at every step. Its strategy for the future includes recruiting top talent at all career stages and continuing to build bench strength to future-proof the organisation. “We will continue to invest and deploy innovative tools to help us reach our customers faster, to be able to pay what we owe when we owe it, and to get our customers’ businesses up and running as soon as possible,” says O’Neill.

People-first culture Empowered decision-making Dynamic operational excellence Superior service delivery

•

Arch Insurance’s award-winning UK regional division provides specialised insurance solutions for a wide range of UK businesses, delivered by a team of experienced and empowered underwriters across its network of UK offices. The UK regional division is part of Arch Insurance International, which provides underwriting solutions across a diverse portfolio, spanning multiple platforms in the UK Regional Market, London Company Market, Lloyd’s Market, Bermuda, Australia and the EU. The company stands out by partnering with a panel of trusted brokers to deliver customer-focused solutions in underwriting and claims. “In such a competitive marketplace, we must be a class leader for our broking partners, dedicated to building long-term relationships, be consistent in our underwriting, willing to problem solve, eager to trade, and committed to delivering market-defining service,” says Steve Bashford, Chief Executive, Arch UK Regional Division. Arch invests heavily in its talent, building teams of specialists across multiple product lines and embeds an integrated approach between underwriting and claims to enhance the customer experience and provide market-leading service.

Arch’s commitment to its service has led to recognition as one of IBUK’s 5-Star Claims Carrier of 2024. Its recognition centres on four distinctive strengths identified from broker feedback:

•

People-first culture Empowered decision-making Dynamic operational excellence Superior service delivery

•

Speed: ensuring responsiveness across every phase of the claims lifecycle. For example, through Arch’s Swift Claims team and continued investment in technology, processing times for low-value claims are being significantly reduced through automation and faster decision-making. Relationships: focusing on fostering long-term and collaborative relationships with its broker partners. Expertise: building teams of empowered experts who can bring deep industry knowledge and experience to every claim. Customer orientation: striving to take a pragmatic and empathetic approach that considers each client’s unique circumstances. Communication: ensuring a proactive, transparent and consistent dialogue with brokers throughout the claims journey.

•