Implementing a new core claims system
About Atrium
London-based Atrium Underwriters Limited (Atrium) is a leading Lloyd’s specialist insurer, focused on underwriting complex and specialist risks across global markets. With a history dating back to the 1930s, Atrium combines long-standing market presence with a consistent track record of strong underwriting performance. Atrium manages Syndicate 609, one of the oldest syndicates at Lloyd’s, as well as Syndicate 2026, launched in 2026.
Through these platforms, the business delivers tailored risk solutions across a broad portfolio, including Property, Casualty, Specialty lines, and Specialty Reinsurance. Atrium’s underwriting approach is centred on disciplined risk selection, deep technical expertise, and close collaboration with brokers and clients. This supports sustainable performance and long-term relationships across the Lloyd’s market.
Implementing a new core claims system
Choosing a new claims management system (CMS) is never just about the technology. For a Lloyd’s managing agent, it’s a decision that can impact everything from operational resilience and regulatory compliance to the day-to-day effectiveness of claims teams, and, ultimately, customer service. When Atrium Underwriters was looking to replace its current self-built CMS, its focus was as much on choosing a partner it could rely on to collaborate effectively through the implementation process and beyond, as it was on the technology itself.
Finding the right claims technology partner
When Atrium’s evaluation team compared external systems, DOCOsoft emerged as the best overall fit. Already used by more than 30% of the Lloyd’s market, DOCOsoft offered what Atrium’s leadership saw as ‘a safe pair of hands’, and a proven platform, developed specifically for the market’s complex regulatory and operational ecosystem. Keeping claims handlers happy and productive was an absolutely core objective – and for Atrium’s claims handlers, usability was paramount.
DOCOsoft came out of the evaluation process with the highest scores for intuitive design and ease of navigation. References from existing DOCOsoft clients and the company’s reputation for collaboration and innovation helped inspire the necessary confidence across the business.
Laying the groundwork
During the early stages in the process, in line with best practice for major systems implementations, Atrium and DOCOsoft put a lot of emphasis on scope definition. Initial workshops helped to clarify and confirm business priorities, establish day-one requirements, and agree clear project ownership across both organisations. This ensured that expectations were fully aligned before configuration began, and that the project avoided the common pitfall of overextending the scope before the core platform was live.
Rather than attempting to replicate every aspect of the previous system from day one, the focus was on implementing a robust, market-ready core CMS that properly reflected Atrium’s operating model, while remaining close to standard product capabilities. This disciplined approach to scoping laid firm foundations for ensuring speed, quality and governance throughout the delivery. Additional functionality could then be included later.
A rapid and disciplined implementation
Once Atrium had settled on DOCOsoft as a partner, the focus shifted quickly from system selection to execution. From initial discovery through to live operation, the entire programme was delivered in under six months – including the Christmas period – a timeline that reflected both disciplined planning and a strong working relationship between the two teams.
Configuration and design were led by DOCOsoft’s delivery and engineering teams, working closely with Atrium’s claims and IT stakeholders. Core workflows and data structures were tailored to support efficient claims handling and regulatory compliance, without deviating too far from standard system configuration. This reduced implementation risk and avoided the delays that often arise when teams introduce additional complications early in a programme.
The integration and data migration streams were given explicit focus and governance. The new CMS was configured to interface with Atrium’s policy administration system and other internal and external services, with responsibilities clearly defined at both ends of each connection. Data migration planning also began early, allowing time for mapping, validation, and careful handling of in-flight claims. As a result, the testing phases went smoothly, with the focus very much on real operational scenarios.
The two teams’ collective approach to testing was iterative and structured. System and integration testing fed into user acceptance testing (UAT), with Atrium’s super-users closely involved throughout. This approach surfaced issues early, supported effective defect triage, and ensured that the system would work as intended in day-to-day claims handling. Training followed a similarly practical model, combining hands-on sessions with floor-walking support to build confidence ahead of go-live.
Unsurprisingly, the project wasn’t entirely without its challenges. As is so often the case, factors beyond the control of either party conspired to add complexity – including one entirely unforeseen but significant external development that altered the scope of Atrium’s requirements. What made the difference was how DOCOsoft and Atrium responded. Both teams worked collaboratively, communicated openly about likely impacts and trade-offs, and used pre-established governance processes to assess and absorb the necessary changes without disrupting delivery. This meant the project stayed on track, and the new system still came in on budget and on schedule.
Following go-live, a structured stabilisation period ensured continuity and allowed early refinements to be made in a controlled way. Regular reviews and clear governance helped embed the platform into day-to-day operations, reinforcing confidence, and creating a strong platform for future optimisation.
Looking back following a successful implementation, Atrium’s team praised DOCOsoft’s flexibility, clear communication, and proactive approach to issue resolution.
Delivering operational and strategic value
For Atrium’s claims function, the new CMS immediately brought system stability improvements, which have led to efficiency gains, from an intuitive user interface. The system’s built-in smart triaging supports Lloyd’s Performance-based Oversight requirements, while its compliance and audit features strengthen operational control.
From a strategic perspective, the implementation aligns with the elevation of claims as one of Lloyd’s five core Hurdle Principles, and the broader vision of faster, data-driven digital claims. The platform’s flexibility also allows Atrium to expand its use of automation and explore new analytics capabilities as part of its wider digital roadmap.
Adoption and buy-in
How a new claims system is received by the people who will be working with it day-in-day-out is crucial for any implementation project. Atrium’s claims handlers had been loyal and satisfied users of the self-built system. They knew it inside out and had helped shape over the years. So the idea of switching to a new platform was a big culture shift. DOCOsoft’s user-friendly interface, straightforward workflows, and user configurability helped build confidence from Day One, ensuring that adoption was driven by enthusiasm rather than obligation.
As the project progressed, that confidence continued building. It wasn’t long before experienced claims handlers, many of whom had been skeptical about replacing the familiar in-house system, were coming back with positive comments about the new DOCOsoft CMS. From a team that had helped shape and refine a well-liked self-built system over two decades, this came as welcome confirmation that the project had landed in a good place.
Twelve months after go-live, user feedback and independent audit results both confirmed a strongly positive story around adoption. As one Atrium representative noted, ‘DOCOsoft combines deep market knowledge with robust technology delivery. The speed of implementation and the responsiveness of their team gave us real confidence that we’d made the right choice.’
Reflections from both sides
Atrium’s project team highlighted the vital importance of partnership in the project’s success – and of working with a vendor who is willing to listen and adapt, and able to bring practical experience gained from many years’ engagement with the London market through every stage of the delivery process. They described DOCOsoft’s approach as personable, honest, and focused on solutions, not salesmanship.
From DOCOsoft’s perspective, the project underscored the company’s ability to deliver complex market-scale implementations rapidly and robustly. CEO Aidan O’Neill commented that Atrium’s decision to work with DOCOsoft ‘demonstrates how market leaders are embracing DOCOsoft’s engineering excellence and our focus on empowering claims teams through intelligent automation and continuous improvement.’
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