ClaimsTech – The Pitch 2025: Perfect Group – raising the standard for transparency in contents handling 

In the second pitch of ClaimsTech – The Pitch 2025, Joe Grafton, Chief Commercial Officer at Perfect Group, delivered a compelling presentation on how the business is transforming the removals and contents storage process within insurance claims. His message was clear: transparency, accountability and customer reassurance are critical – and technology is the enabler to deliver all three at scale. 

Perfect Group specialises in the removal, storage and redelivery of contents following property insurance claims. While the service itself is essential, Joe was quick to highlight the emotional complexity often involved: “We’re taking away everything someone owns, sometimes in the middle of a crisis,” he explained. “People are confused, anxious, and desperate for clarity. They want to know where their things are – and they deserve that transparency.” 

From stress to structure: building a better experience 

This human-centred challenge became the driver behind the development of Worksmart – Perfect Group’s in-house app. Originally built to standardise internal inventory recording, the app has evolved into a full-scale customer and insurer engagement platform that tracks every item from collection to return, complete with photographic evidence, GPS data and digital signatures. 

The impact has been immediate. Since launching Worksmart, customer complaints have dropped by 64%, thanks in large part to the introduction of visual confirmation, detailed item records, and real-time tracking updates.  

Customers no longer need to call and ask “Where is my sofa?” – they can see for themselves, via the app, with complete visibility over their items’ condition, location, and status. 

Reducing insurer cost and increasing defensibility 

For insurers, the app supports faster resolutions and fewer disputes. With digital logs and geotagged photography, every step of the process is recorded and traceable, creating defensible records that can help resolve queries and validate claims. 

As Joe described, “If a customer queries damage, we can show exactly what condition the item was in at pick-up, at storage, and at return – with photographic proof and timestamped records.” The technology also supports customer self-service, reducing inbound queries and allowing insurer resources to focus elsewhere. 

AI and automation: next-generation removals 

Looking ahead, Perfect Group is taking Worksmart even further. A new customer portal is being rolled out, offering end-to-end visibility for policyholders, including tracking arrivals, accessing documentation, and seeing which operatives are handling their items. 

Meanwhile, a significant AI development is being integrated into the process. Customers will be able to complete a contents scan using their smartphone – simply rotating 360° through a room – with the app automatically identifying and categorising furniture, heavy items and volume data. This innovation allows for accurate quoting, resourcing, and pre-visit planning, reducing delays and unnecessary site visits. 

Joe explained, “This means we can send the right team with the right vehicle, at the right time. It’s simple, efficient and makes life easier for everyone involved.” 

Bridging the supplier ecosystem 

One of the biggest industry pain points, Joe acknowledged, is the disconnect between different suppliers working on the same claim. Delays, confusion and miscommunication often arise when coordination breaks down. The Worksmart app is being developed to integrate with third-party platforms and claims centres via API, creating a smoother experience for all parties and supporting a more joined-up approach. 

Joe said, “We don’t want to reinvent anyone’s system – we just want ours to speak to theirs. We’re customer-facing, not system-heavy. Our aim is to eliminate the ‘where are they?’ guesswork from removals and give everyone involved better visibility.” 

A product designed for insurance 

Unlike many removals tech solutions that have been retrofitted for insurance, Worksmart was designed with claims in mind from the start. Joe confirmed that over 90% of Perfect Group’s removals are insurance-led, and the system was built to serve that specific journey – from policyholder to claims handler, loss adjuster to restorer. 

In time, Joe said, there may be opportunities to open the technology to other businesses, but for now the focus remains on refining the platform for Perfect Group and its partners. 

Final thoughts 

Perfect Group’s pitch highlighted the importance of not only improving operational efficiency but also of creating a more transparent and human experience at what is often a vulnerable time for customers. By combining real-time technology with accountability and care, the company is setting a new benchmark for how removals and storage should be handled within insurance claims. 

As Joe concluded, “We believe every customer deserves to know where their world is – and we’re using technology to make that possible.” 

ClaimsTech – The Pitch 2025, supported by over 25 leading industry experts and backed by headline sponsor Kennedys and showcase sponsors Solera Audatex and Entegral, brought together the brightest minds and most disruptive technologies from across the insurance claims sector. To register interest in next year’s competition, email rachael@iloveclaims.com