What It’s Like to Run a Concept Claim Solutions Franchise

We sat down with Simon Kempster, Concept Claim Solutions franchise partner for Walthamstow, to talk about what the franchise involves, from helping homeowners after a serious leak to negotiating settlements and growing a business of his own. Simon joined after years as a director in the printing industry, with no previous experience in insurance.

What made you want to move from printing into running a franchise?

I’d spent years managing teams and overseeing the day-to-day running of a business. As demand for the printing services I worked in declined, I started thinking about what I wanted to do next.

What drew me to Concept Claim Solutions was how clearly I could see the need for the service. When someone’s home is damaged, they want to know what happens next and how they’re going to get it put right. I liked the idea of doing work that made a practical difference to people.

What does a typical day look like for you?

I usually start by checking where my open claims stand, catching up on emails and speaking to customers. Then I’ll head out to appointments. I might be assessing water damage at one property in the morning and checking on repairs at another in the afternoon. That variety is one of the things I enjoy most.

What happens when you first visit a homeowner?

Take a serious water leak. The homeowner might be looking at damage across several rooms and wondering where to start. I assess the damage, explain how the insurance claim works and talk them through what happens next. Having a clear plan can take some of the worry off their shoulders.

How do you keep a claim moving once it’s underway?

It depends on where we are in the process. I might meet with a loss adjuster to discuss a settlement, arrange for contractors to start work or check how repairs are coming along. There’s a lot of problem-solving, which suits me. The most rewarding part is seeing the property put right and knowing I helped someone through a difficult time.

How do you grow the business alongside managing claims?

I set aside time to get to know local businesses. Those relationships take time to build, so I make them a regular part of my week alongside looking after the customers I’m already working with.

What sort of claim values have you handled?

It depends on the type of damage and what it takes to put it right. A water damage claim might be around £10,000, while a subsidence claim can run into six figures.

I’m currently operating on my own and managed just over £800,000 in building insurance claims projects in 2025, and around £650,000 so far in 2026. My focus now is managing the workload while giving each customer the time and attention they need.

What support do you get from the franchisor?

The ongoing support has been excellent. If I need advice or want to work out how to take on more jobs, I pick up the phone and talk it through with the team. In my first year especially, having access to contractors through head office helped me keep repairs moving as my workload grew. It also helps to speak with other franchisees who’ve dealt with a similar situation.

What would you say to someone who’s never worked in insurance?

Think about what you already do well. In printing, I was used to managing people, solving problems and keeping work moving. Those skills came with me. I had a new industry to learn, and the support from the team helped me put the experience I already had to work.

Would you recommend becoming a Concept Claim Solutions franchise partner?

Absolutely. I wish I’d made the move sooner. I’d definitely recommend it to someone who’s organised, comfortable negotiating and enjoys working with people. You might be discussing a settlement with a loss adjuster, lining up contractors and keeping several homeowners updated on the same day. If you enjoy bringing people together and keeping things moving, it’s a rewarding business to run.

Interested in running your own Concept Claim Solutions franchise? Enquire to find out more.