Investment in digital technology and systems is key to our ability to create innovative service solutions, build scale in networks and expand our professional services. As an independent group we have been brave enough to reinvest profits to build integrated systems and processes that deliver high levels of customer satisfaction through:
TREVOR is the steady, scientific intelligence that governs drying with calm authority. He blends data, moisture science and real‑world behaviour to predict outcomes, flag risks and keep every drying regime on track.
He is insightful, composed and quietly powerful, the guardian of drying truth.
Why TREVOR Exists
Drying is complex. It involves multiple materials, changing conditions, dozens of readings and highly variable environments. Historically, accuracy has depended on human judgement, inconsistent equipment, and manual record‑keeping, creating uncertainty and avoidable delays.
TREVOR was created to bring science, consistency and governance to the heart of drying.
What TREVOR Does
Analyses moisture readings across materials
Predicts accurate drying durations
Flags exceptions early
Ensures correct equipment usage and documentation
Generates clear, actionable drying reports
Improves scheduling for follow‑on suppliers
How TREVOR Helps
For customers: Predictable timelines, reduced stress, clearer expectations.
For technicians: Support, not scrutiny, a second set of scientific eyes that guides decisions.
For insurers: Defensible, measured drying governance that reduces cost, duration and complaints.
CLARA – Contents Listing and Removals Application
Who CLARA Is
CLARA is the calm, structured intelligence that brings order to one of the most emotional, chaotic parts of any insurance claim: the handling of someone’s belongings after a loss. She is meticulous, dependable and quietly reassuring, the digital presence that ensures customers feel respected and insurers feel confident.
Why CLARA Exists
After a fire, flood or escape of water, people don’t just lose possessions, they lose their sense of control. Traditional contents handling relies on handwritten lists, inconsistent photographs, and fragmented records. It’s slow, risky and emotionally overwhelming for both customers and technicians.
CLARA was created to fix that.
Her purpose is simple: to make contents handling clear, consistent and humane.
She ensures nothing is missed, nothing is lost, and every decision is recorded transparently.
What CLARA Does
Captures contents digitally, room by room
Records condition, triage status, photos and notes
Tracks removals, cleaning, storage and returns
Maintains a complete chain of custody
Produces insurer‑ready evidence instantly
Gives everyone — customer, contractor, insurer — the same trusted record
How CLARA Helps
For customers: She replaces panic with clarity. Every item is treated with care and professionalism.
For technicians: She removes manual admin and helps them focus on people, not paperwork.
For insurers: She provides defensible, consistent, searchable evidence that reduces disputes, leakage and delays.
MARV – Material Repair Validator
Who MARV Is
MARV is the master evaluator of surface repair viability, the AI embodiment of Magicman’s decades of craft knowledge. He is sharp‑eyed, precise, quietly confident and focused on excellence. MARV sees what others miss and knows what is truly possible.
Why MARV Exists
Repair enquiries arrive with inconsistent imagery, incomplete detail and subjective interpretations. Technicians are often expected to make complex decisions from limited information. This slows down scheduling, increases queries, and risks misaligned expectations.
MARV was created to bring certainty, consistency and craft intelligence to the front of the repair journey.
What MARV Does
Analyses photos of damage
Assesses material type and severity
Predicts repair viability accurately
Identifies required skill level
Estimates materials, risks and time
Provides instant, expert‑level advice
How MARV Helps
For customers: Faster answers, clearer expectations, fewer delays.
For insurers: Defensible repair decisions, accurate costing, better governance.
For technicians: Fewer abortive visits, smarter scheduling and properly prepared jobs.
AI helps us handle claims faster and more accurately. Our people always make the final decisions. Here's how it works and what it means for you.
AI assists — humans decide
Your personal data stays separate
Request a human review anytime
UK GDPR compliant
How we use AI
AI Supports Our Teams, Not Replaces Them
We use AI to help process claims faster, assess damage more accurately, and identify and value contents. A qualified member of our team always reviews and approves outcomes before any decision is made.
Claims Handling
AI analyses claim information to identify the type of work required, estimate timelines, and prioritise cases. Our claims teams make faster, more consistent decisions — but a qualified person always reviews and approves.
Damage Assessment
AI can analyse images and data related to property damage to help our technicians understand the scope of work needed, providing faster initial assessments and more accurate quotations.
Asset Identification & Valuation
AI helps identify, categorise, and value policyholders' contents. AI estimates values using data-driven models, but the final figure is determined by a rules-based process against current, verifiable market data from established retail sources. All valuations are reviewed by a qualified team member.
Internal Operations
AI supports business intelligence, quality assurance, and process improvement — helping us spot trends, monitor service quality, and improve the customer experience.
Your data & privacy
Your Personal Information Stays Separate
When our AI analyses claim or asset information, it works without access to personally identifiable information. Your name, address, and personal details are separated from the data AI uses. All data is stored and processed within the United Kingdom — we do not transfer data outside the UK for AI processing, and we never share it with third-party AI providers for their own purposes.
Our AI tools may process information you provide as part of your claim — such as descriptions, photographs, and documentation. We only use data necessary for the purpose at hand.
All AI systems operate within our data security framework, including encryption, access controls, and regular security assessments. All data processed by our AI systems is stored and processed within the United Kingdom. We do not transfer claim or customer data outside the UK for AI processing purposes, and we do not share your personal data with third-party AI providers for their own purposes. AI processes operate only on claim data — item descriptions, photographs, damage classifications, and product categories — never on data that could identify you.
Under UK data protection law, you have the right to know how your data is used, request access to the information we hold, and ask for corrections. If an automated process has contributed to a decision about your claim, you can request a human review.
Your rights
You're Always in Control
You will never receive a decision made entirely by a machine. If you're unhappy with any AI-assisted decision, you can ask for a full human review.
Be informed when AI has been used in your case
Request a human review of any AI-assisted decision
Ask how AI was used and raise a complaint if needed
Access the personal data we hold about you
Our principles
What Guides Our Use of AI
Transparency
Human Oversight
Fairness
Accountability
Data Protection
Improvement
Transparency — We are open about where and how AI is used in the services you receive.
Human Oversight — Qualified team members review AI outputs before decisions are made that affect customers.
Fairness — We design and test our AI systems to avoid bias and ensure fair treatment for all customers. We actively test outputs for consistency across different customer groups and conduct regular audits.
Accountability — We take full responsibility for decisions made using our AI tools. If something goes wrong, it is our responsibility to put it right.
Data Protection — We handle your data in full compliance with UK GDPR and the Data Protection Act 2018. Personally identifiable information is not used within our AI analysis processes.
Continuous Improvement — We regularly review and test our AI systems to make sure they deliver good outcomes for customers.
Governance
How We Keep AI in Check
AI governance sits within our Innovation Team, led by the CIO. Every AI tool goes through a clear approval process and is continuously monitored. We align with the UK Government's five principles for AI regulation and follow ICO guidance.
Our governance framework includes a clear approval process before any new AI tool is introduced, ongoing monitoring of performance and outcomes, and regular reviews to ensure compliance with this policy, UK law, and industry best practice.
Where we use third-party AI tools, we carry out thorough assessments for data security, accuracy, and fairness. All third-party providers must comply with UK data protection law. We do not allow them to use your data for any purpose other than the service we've engaged them for.
AI Platforms and Technology
Our AI systems are built on enterprise-grade cloud platforms, including Microsoft Azure AI, which provide the infrastructure, security, and compliance standards required for processing claims-related data. The specific AI models used within these platforms are selected, tested, and validated by our Innovation Team based on accuracy, safety, and suitability for each use case. Models may be updated or replaced over time as technology improves, but any change is subject to our internal approval and testing process before deployment.
AI Code of Conduct for Claims — We are a signatory of the AI Code of Conduct for the Use of AI in Claims, committing to safety, security, verifiability, and transparent decision-making in all AI applications.
We review this policy at least annually. Any material changes will be published on our website.
Have questions about how we use AI? We're happy to help.
You can also raise a complaint through our standard process or contact the ICO.
Policy Version 1.1 — July 2026
The property claims journey can be complex, emotional and often a bit fragmented, covering everything from handling people’s belongings, to drying, to repair. MA Group is simplifying that through a connected ecosystem of AI-powered tools that bring structure, certainty and better decision-making to every stage.
At the heart of it is a joined-up set of intelligent applications creating a single chain of truth across contents, drying and repairs. Each tool has its own role, but they all work to the same principles—clarity, governance and validated action, helping drive quicker decisions, fewer disputes and a more transparent experience for everyone involved.
From the organisation CLARA brings to contents handling, to the science behind TREVOR and the repair insight from MARV, these tools are designed to support people, not replace them. It’s all part of MA Group’s approach to combining empathy, expertise and smart technology to deliver better outcomes at every stage of the claim
strong supply chain management
analysis of data and trends, and predictive statistical models
digital solutions
All our systems are fully integrated and we have integrated with some of our clients’ systems to create a seamless process that keeps clients updated on the progress of claims. We have developed automation and process efficiencies that reduce friction between stakeholders and create efficiencies for MA Group, leaving our staff to focus on progressing the claim in a proactive way.
MA Group has signed up to the Voluntary Code of Conduct for the Development, Implementation, and Use of AI in Claims (www.aicodeofconduct.co.uk). The Code was devised by 127 experts and sets out a simple set of guidelines to help all those involved in A.I. design and deployment to stop, think, and properly consider the basis on which A.I. is to be used. The Code has been drafted to reflect recent government guidance on the key issues that need to be considered when adopting A.I., and covers the following five areas:
Safety, Security, and Robustness – Our systems are developed and applied with an unwavering focus on safety, security, and robustness. All information used to manage and
conclude claims is verifiable, auditable, and conforms with rigorous standards of cyber security practices.
Transparency and Explainability – We have a decision-making logic in the application of A.I. in claims management and settlement that is transparent, explainable, and capable of scrutiny. Settlement outcomes are perceived to be trustworthy by all stakeholders and especially by the customers themselves.
Fairness – Our claims systems that are driven or influenced by A.I. operate impartially, without avoidable bias, ensuring decisions are equitable. We regularly audit A.I. decision-making patterns and the training data used in claims to uphold fairness across all demographics and geographies. Technical standards that address A.I. fairness arei ntegral to our approach.
Accountability and Governance – We have governance mechanisms that define and manage compliance, accountability, and the subsequent design and implementation of A.I.-driven claims management systems and processes. We ensure that all decisions and subsequent actions concerned with the use of A.I. in claims are recorded, auditable, and ethically justifiable
Contestability and Redress – Customers have the means to challenge A.I. decisions and seek redress. We have and communicate clear procedures for customers to dispute A.I. outcomes with skilled human input to the decision-making process and outcomes for all complaints received.
The core of our systems is a bespoke claims management software, Pulse. It is used throughout the property claim to proactively drive the case forward and ensure it is fully controlled.
Pulse is a web-based IT system that was developed after extensive research into the key drivers behind customer satisfaction. It is one of the first truly cloud-based claims workflow systems, updated in real time by the supply chains and MA Group staff with data that accurately measures performance and creates visibility on every single claim. It also generates alerts when cases are approaching their service levels.
Email integration, variation tracking and clearly laid out reports and priced schedules of works make it easy to see how a claim is progressing. Innovations such as attachments to services (where suppliers have to provide evidence for line items prior to submitting a claim for closure) and workflows designed for each client make Pulse a powerful claims management tool.
Clients have access to Pulse so they can review a case and track its progress and key activities for themselves.
Scoper is our bespoke, mobile scoping and validation app developed by our in-house experts. It is fully integrated into Pulse and is used by all the group’s supply chains, creating significant efficiencies for staff and suppliers and helping to minimise claim life cycles and improve the customer experience.
Scoper was developed with a clear understanding of customers and insurance clients’ needs, as well as the requirements of field-based suppliers. It ensures that all scopes of works are comprehensive and complete so that variations are minimised. It also creates efficiencies by allowing the suppliers to create scopes and variations on site and securely transmit them back to the office.
Scoper is used in the field to take meter readings, log equipment usage and prepare detailed estimates for clients. It is used by surveyors to efficiently collect and transmit data and reports, capture video, audio and geo-tagged evidence and prepare accurate, priced schedules of works and cash settlements.
Tableau is a business intelligence software that helps us see and understand the wealth of data that we hold. It links into all of our software applications to provide real-time data on the business – including SLAs performance for each client, NPS results, claim durations and costs, supplier performance and complaints analysis.
It allows us to analyse our extensive claims data to find trends and facts to feed back to clients to support their underwriting activities. We can also use Tableau to predict outcomes on claims, e.g. by using an algorithm and the data we hold we can predict drying times on a claim and then monitor the success of the drying regime. We can also track incidents and key dates to deal with any issues or delays that may lead to complaints.
Tableau is a powerful tool that helps us refine our service offering and has supported the development of our innovative pricing strategies.
Using data, algorithms and mobile technology TREVOR predicts outcomes, creates confidence and delivers excellence in drying. This digital solution supports trained technicians to deliver certainty around drying by accurately predicting how long a drying regime will take and to alert technicians and MA Group when the regime is not working as it should.
This ground-breaking digital technology for property drying saves insurers an average of £600 per claim and 21 days duration. It also reduces our carbon footprint.
The algorithm uses data to predict the drying time, allowing MA Group to manage client and customer expectations and ensure that the project can be planned, with building contractors scheduled in to attend site at the right time without any unnecessary delays. When combined with MA Group’s integrated solution that includes its own BRN and disaster recovery capabilities, TREVOR helps ensure that it delivers the most efficient claims management service and happier customers.
Collecting the data at the appropriate times also means MA Group generates detailed but readable moisture reading reports from Pulse for clients and intermediaries, clearly showing the progression of the drying regime and the expected dry date.
We have invested in several digital solutions, such as TREVOR, Scoper and Optical Character Recognition (OCR), and continue to work with our clients to support the development of the digital journey for their customers. We have integrated our systems with our clients’ systems to automate and improve the sharing of data and streamline the claims process for all stakeholders.
Our customer portal is a mobile and web-based solution that is integrated into Pulse and enables customers to track the progress of their claim, get information on the process and the stakeholders involved and upload information and photographs to their claim file.
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