Severn Trent is changing its claims handling service provider, with Willis set to take over from Sedgwick from 1 February 2026.

What is claims handling?

Claims handling covers insurance claims when things don’t go to plan, and claims handlers investigate what happened and help manage the process.

From February 2026, day-to-day claims handling activity will be managed by Willis.

What does this mean for customers?

For most people, very little will change.  The process for handling general insurance claims – such as damage caused by a burst water main – will remain exactly the same. The key difference is that claims investigation reports will be managed by Willis.

From 1 February 2026, existing claim files will begin transferring to Willis in a phased approach. Customers affected by the transfer will be contacted by both Sedgwick and Willis to ensure a smooth handover.

For cases requiring site response and incident support, the Sedgwick Loss Adjusting team will continue to be involved, as they will retain responsibility for loss adjusting services.

Severn Trent remains committed to providing a fair, efficient and customer-focused claims experience and will continue to monitor performance closely throughout the transition.