Volume Claims Service (VCS)


The output of the 2007 Market Strategic Claims Review included proposals for continued development of the current claims operating model and a programme of planned change: the Claims Transformation Programme (CTP).

The review provided a long term view of how claims should be managed in the Lloyd’s market. Lloyd’s Franchise Board endorsed the vision “to transform the way the market handles claims to enhance the experience of the customer”.

What is the Volume Claims Service?

The Volume Claims Service (VCS) is a delegated claims adjusting service for high volume low value claims which is offered by two suppliers (Crawford & Xchanging) competing on service speed, quality and price. The market launch of this service is currently scheduled to commence in January 2014.

Why a Volume Claims Service?

One consequence of CTP is increased pressure on highly skilled adjusting teams as they absorb additional tasks.

The market wished to test the proposition that an outsourced Volume Claims Service (VCS) could improve customer service for claims handling by implementing a cost effective, outsourced service for handling low value, high volume claims to a standard that is consistently higher than Lloyd’s Claims Management Principles and Minimum Standards.

A secondary goal of the VCS is to support greater focus within managing agencies on the quality of claims handling for complex claims and mitigate the impact of CTP.

What changes have been made to market claims systems to support VCS?

To support the Lloyd’s VCS, technology changes are being implemented to enhance the current ECF2 platform. The changes will be implemented on the weekend of 16-17 November 2013. The key change within ECF2 is the introduction of new triage category values that will allow a Lead Managing Agent to delegate a claim to a VCS service provider (Crawford or Xchanging) on a claim by claim basis.

For further details of the changes please find the Xchanging Market Communication here:  VCS – Market Communication Nov13

Please find the functional requirements and user guides linked to VCS within the Xchanging document store (link below).

To access the repository please use your SSO/ECF2 log on and password. Brokers please contact the Xchanging service centre if you require assistance in obtaining a SSO profile for the purposes of accessing the document repository.


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Please send any questions you may have on VCS to  stuart.loveless@lloyds.com