“We turn stressful insurance claims into positive customer experiences”, Rebecca Dean, Concept Claim Solutions

Founded on integrity, empathy, and expertise, Concept Claim Solutions is transforming the way property insurance claims are handled in the UK. In this exclusive interview, Rebecca Dean shares how the franchise empowers partners to deliver trusted, end-to-end support for homeowners and businesses, turning complex claims into seamless, positive customer experiences.

What inspired the creation of Concept Claim Solutions?

Concept Claim Solutions was founded to simplify what is often one of life’s most stressful experiences, making a construction insurance claim. Our mission is to turn confusion into clarity through expert guidance, transparent communication, and complete project management.

Franchise partners act as Loss Assessors and project managers, guiding customers through every step, from assessment and negotiation to property reinstatement. By managing the entire process under one roof, we remove delays and ensure fair, efficient outcomes.

What makes your franchise model stand out?

Our franchise strikes the perfect balance between independence and support. Each partner runs their own business, backed by an award-winning national brand, FCA regulation, and more than 20 years of success in a recession-resistant market.

We provide a turnkey business setup, including a full CRM system, marketing materials, and mentoring. Franchisees also have direct access to specialists in claims, finance, construction, and marketing, ensuring they can build strong, profitable businesses from day one.

How do you maintain quality and consistency across the network?

As an FCA-regulated company, compliance and professionalism are at the heart of everything we do. Every franchisee follows our structured operational framework, supported by a bespoke CRM system that tracks progress and ensures transparency.

We also carry out regular quality assurance reviews, provide ongoing compliance training, and ensure all contractors in our repair network are fully vetted and qualified. This guarantees customers receive the same trusted service wherever they are in the UK.

How does the brand respond to changing consumer expectations?

Today’s customers expect speed, transparency, and genuine care, and that’s exactly what we deliver. By acting as a single point of contact, our franchisees simplify communication and make the process far less stressful for policyholders.

We’ve also invested heavily in digital transformation. Our advanced CRM gives real-time claim visibility, and our partnership with the Ivison Trust demonstrates our commitment to ethical, purpose-driven business.

What training and support do franchisees receive?

We offer a comprehensive 10-day induction programme that covers everything from claims management and FCA compliance to project delivery and customer service. Franchisees learn through a mix of classroom training, mentoring, and real-world experience.

Once launched, they benefit from ongoing mentoring, weekly support calls, and direct access to our specialist teams. We also encourage professional development through qualifications such as CII and CILA, ensuring our network remains the most trusted in the sector.

How do you help franchisees grow profitability over time?

Franchisees work within exclusive territories, giving them the freedom to build local relationships with brokers, property agents, and insurers. They can expand by hiring staff, taking on more claims, or diversifying into drying, restoration, or private building projects.

We provide locally adaptable marketing materials and business development coaching, while our collaborative network meetings ensure ideas and best practices are shared to help everyone grow.

How do you balance local flexibility with national consistency?

Each franchisee brings local insight and relationships to their community, while operating within the same FCA-regulated framework and CRM system. This balance of structure and freedom means customers experience a professional, consistent service with a local touch.

Our network is unified yet entrepreneurial, a national brand powered by local expertise.

What innovations keep the Concept Claim Solutions model competitive?

We’re constantly improving our technology and systems. Our CRM platform offers real-time tracking, mobile apps allow franchisees to manage claims on-site, and AI-driven data tools enhance accuracy and efficiency.

We’ve also expanded our Building Repair Network Team, integrated the Trustist review platform for verified feedback, and developed digital training tools to keep our franchisees ahead of the curve.

What’s next for Concept Claim Solutions?

Our focus is sustainable growth. We’re expanding our support teams, developing new property restoration and insurance services, and exploring complementary income streams for franchisees.

As proud members of the British Franchise Association and winners of the 2025 Outstanding Service to the Policyholder award, we remain dedicated to setting new standards for excellence, technology, and ethical franchising across the UK.

Restoring homes. Rebuilding confidence.

At Concept Claim Solutions, every claim is more than a project; it’s a chance to help people recover and move forward with confidence.