Membership History

Associate Member
Joined 2022

Membership History

Associate Member
Joined 2022

Company Overview

Founded in 2001, Concept is the longest established insurance claims solutions franchise. We have been continually rated in the annual Elite Top 100 franchise awards and are part of the Insurance Solutions Group (ISG), a specialist group of 7 companies with 120 employees and multiple franchise brands within the portfolio.

ISG has over 35 years of experience operating in the insurance sector. This unique positioning in the market allows us to keep a finger on the pulse of the industry like no one else. It enables us to provide franchise partners with unmatched resources, such as access to our network of approved contractors who can be appointed and managed by the Head Office.

Property damage insurance claims are a billion-pound industry that has remained virtually unaffected by the pandemic and economic fluctuations. The Concept Claim Solutions franchise falls into the exclusive “recession-resistant” category as we deliver best-in-class solutions for when customers need them most. You would have a hard time living with a fire damaged kitchen or water pouring through the ceiling.

Our network of franchise partners are regulated by the Financial Conduct Authority to manage fire, storm, impact, accidental damage, malicious damage and pretty much any other type of property damage insurance claim you can think of. Their role involves handling all communications and negotiations with the customer’s insurance company to achieve a fair settlement and project managing the property reinstatement. The complete service is at no cost to the customer apart from their insurance policy excess.

The service is underpinned by a relentless commitment to truly understanding the pain points of the customers we support. For many people, the Concept service is the only way to gain peace of mind when it comes to finding trusted contractors and recovering the amount of money necessary for completing the repairs. Franchise partners can also earn an additional income by offering private building work either as an extension to the insurance claim or as standalone repair work.

Franchise Overview

The business can be run from home and you manage your time. Overheads are minimal, and if you follow the proven model, you can quickly achieve the income and work-life balance you want.

There is no need to worry about being in business for the first time. We set everything up for you, including your limited company, VAT registration, and pay for an affiliated accountant to complete your final account and tax returns for the first year of trading. The franchise package is designed to help you be the best in this industry and is probably the most comprehensive package on the market.

We are currently looking for ambitious professionals who recognise the importance of building a customer-centric business. We want every new franchisee to be an excellent fit for our brand and vice versa. Our success is directly related to your success. That is why we have a two-way comprehensive and transparent discovery process that helps you learn everything you need to know about running the business whilst allowing us to assess your suitability for our brand.

Throughout your partnership with us, you will continue to benefit from our vast resources and expertise. We are committed to ensuring you have all the necessary tools and knowledge to operate a successful property claims management franchise.


At Concept Claim Solutions, training is more than teaching franchise partners “how to do things“. We combine practical engagement techniques with a hands-on approach to learning. Our training programme has been developed by industry experts and an accredited training professional who has also walked the talk for over ten years as a Concept franchise partner.

We take the time to understand your development areas so that you get the best for your time with us. The first part of our training is at the Head Office in Preston. Over the five days, the trainers will expertly guide you through comprehensive training modules. Following the induction training, five days are spent in the field with an experienced franchise partner who is also your mentor for the first six months. Mentoring allows you to apply what you have learned in a simulated yet safe training environment and builds your skills and confidence.

Sales and Marketing

The proven business development strategy enables you to establish a referral customer base. You will benefit from the support of our Business Development Manager, who will spend time alongside you in the territory, demonstrating exactly how we generate claim leads and build relationships with referral partners for both national and local accounts.

Our Marketing team continually promotes the brand within the UK market through PPC advertising with precise targeting, content strategies combining SEO with social media, regular website updates, and other digital marketing techniques to boost our online presence.

Ongoing Operations Support

There is never a missed opportunity because customers call or email our 24 hours, 7 days a week, centralised call handling team. The team currently manages about 30,000 calls per year and are always on hand to help franchise partners assess the validity of claims or to offer practical techniques for overcoming the insurer’s objections. We shoulder the burden of finding quality contractors and help with every part of your new role, from practical support with surveying to understanding the insurance policy to settling the claims; we are by your side every step of the way.

On top of this, you get access to our CRM system, where you can see all your jobs at one glance and effectively manage all of the business’s operational requirements.

Daily Life of a franchisee

Concept franchise partner Nathan Proctor shares what’s involved in his day to day role project managing property damage insurance claims. Nathan’s largest claim was settled for one million pounds!

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“The day-to-day life varied, which definitely keeps it interesting. Much of my time is spent liaising with the insurance companies to achieve fair claim settlements, organising the building works and meeting with customers to ensure their satisfaction with service.

Usually, I start work at about 6:30am, checking through emails and confirming any appointments for the day ahead. Whilst you control your own time, it can be fast-paced. You have to be organised and keep in regular contact with both your customers and the contractors.

I wait for the traffic to clear and then set off to appointments with either loss adjusters, contractors, or potential new claims. When meeting customers for the first time, I put myself in their shoes and take the time to explain the benefits of our service and the costs, which is no charge when we complete the repairs. The customer only pays their policy excess.


Customers find it reassuring that you’re their one point of contact throughout the entire process, fighting for their best interests, ultimately taking the burden and stress off their shoulders. The absolute best part of running the business is the gratitude from your customers. Seeing their relief and delight when their home is back to normal makes it all worthwhile. By mid-afternoon, I’m often back at home, completing paperwork and creating schedules of works for new claims or chasing the insurance companies for updates on existing claims.

The claims vary in size, value and complexity as the property damage can be caused by lots of reasons, although the most common types of claims are related to escapes of water. The biggest claim I have managed so far was for one million pounds.

Typically I finish about 5pm; however, if the sun is shining, I have the freedom to get off early to spend time with my family or to go for a walk with my dog, Fergus. I live in Derbyshire in the Peak District, where the scenery is breathtaking, especially on a clear day.

My advice to anyone considering joining Concept is you get out what you put in. Like any business, you have to invest the time into building your network, but if you work hard, the rewards are there to enjoy both financially and personally. I haven’t looked back since starting six years ago!”

Owen Moon, Cambridgeshire

Expanding My Concept Business During the Height of the Pandemic

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It has been over four years since Owen embarked upon his new career specialising in insurance claims management and the project management of property repairs. His positive mental attitude, drive and ambition has resulted in the rapid growth of the business whilst consistently delivering exceptional customer service.

Owen shares advice and tips for people considering a franchise…

Tell us a bit about yourself and what you were doing prior to buying a franchise business?

By my early thirties, I was at the top of the Accountancy profession. Feeling unfulfilled, I exchanged the corporate ladder for self-employment and became the Owner and Managing Director of a cleaning and hygiene supply business. After 10 years, I was ready for a new challenge and sold the business.

Why did you go down the franchise route? And why did you choose your franchise?

Being a company owner previously, I had first-hand experience of the challenges associated with running a business by yourself. Buying a franchise gives you the benefits of being your own boss with the support of a Head Office team and a proven business model.

The Concept franchise ticked a lot of my boxes; it is in a professional recession-proof industry, provides you with the opportunity to earn great money and best of all, you get to step in to help people when they need you most.

What training and support did you receive initially and ongoing?

Overall, the experience has been brilliant!

The training is first class. Before joining, I knew virtually zero about insurance or building works. Concept provided me with the knowledge and tools needed to quickly build my business.

What is a typical day for you as a franchisee?

I love the fact that every day is varied. In essence, the day-to-day role is about helping to make the life of the customer easier, during what can often be an emotional and distressing time.

I get a real buzz from fighting for customers rights, especially if their insurance company is not acting as fairly as they should do. One customer that comes to mind, is an elderly lady who lived alone and was unsure whether she even had a claim. After a lot of liaising and negotiating with the insurance company, I achieved a £36,000 settlement and put her home back exactly how she wanted it. She was delighted with the outcome and even sent me a bottle of champagne.

What challenges have you faced?

A worrying time was the first national lockdown, I had just purchased a second territory and my son, Lewis, had only joined the business on the 1st April 2020.

Thankfully by June 2020, I can honestly say the worse was behind us. This has shown me, beyond doubt, the Concept business model is bulletproof.

Something I feel passionate about is raising awareness that every policyholder has the right to appoint an independent service like Concept to handle their buildings insurance claim. Networking is a great way to achieve this, people are always pleasantly surprised to learn it can also be a free service.

What is the most invaluable piece of advice you could give someone looking to buy their first franchise? 

The only way to get to where you want to be on the income ladder is to take things into your own hands. If you are willing to put in the time and work hard you will reap the financial rewards from running your own franchise.

What are your plans for the future?

Three years ago, we were blessed with my youngest son, this has extended my path for retirement.

In the future, I'll hand over the day to day running to Lewis and continue to help with the administrative tasks from a villa in the Mediterranean.

If you had to do it all again, what would you do differently?

Yes, 100% I would do it again.

When I look back, without a doubt, my biggest regret is procrastinating for six months before finally deciding to buy the Concept franchise. Since starting I haven't looked back, I feel incredibly optimistic about the future.


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