Interview with John Lumley, Managing Director of Lumley Insurance

Enness was delighted to sit down and speak with John Lumley, Managing Director of Lumley, the family-led insurance broker for private clients with high-value portfolios. As the UK’s largest independent broker specialising in high-value homes and possessions, Lumley has built a reputation for exceptional personal service and deep client trust in its expertise. John shares his insights about the firm’s heritage, the evolving expectations of high-net-worth clients, and how a relationship-led approach continues to deliver in an increasingly complex and automated world.

 

1. Lumley Insurance positions itself as a specialist broker for high-value homes and possessions, from fine art and jewellery to prestige cars. What distinguishes a “good” broker from a “great” one in the high-net-worth space?

A good broker places cover; a great broker ensures clients are properly insured and supported when they need to claim.

In the high-net-worth market, that distinction matters because standard policies typically don’t meet the needs of clients with complex, international portfolios.

Technical expertise is critical, but so too are relationships. A good broker knows which insurer to approach; a great broker has the credibility to influence outcomes - securing the right terms and ensuring the client’s circumstances are fully understood.

At Lumley, we focus on both, combining detailed risk advice with strong insurer and claims relationships. Because ultimately, the difference between good and great only becomes clear at the point of claim - in how well the client has been prepared, how effectively the loss is covered, and how smoothly the process is handled.

Our high renewal rate gives me confidence that our approach to looking after clients stands out.

2. How does your independence influence the way you negotiate, advise, and ultimately protect your clients’ interests?

Lumley’s independence means we have no ownership ties to underwriting entities or loss adjusting services, so we act only in our clients’ interest. Our insurers are as committed to fair treatment for clients as we are – obviously there are times when we need to negotiate on behalf of our clients, and this is when the strength of our relationships pays dividends.

3. Lumley Insurance is known for its exceptional claims service. How does your team support clients during those critical moments?

Claims are a core part of what we do at Lumley because insurance is all about the claim. Our claims colleagues guide clients through complex situations, drawing on deep experience while showing discretion and empathy – after all, claims are often stressful. This is when the strength of our client relationships shines through.

Given our high-net-worth focus, we’re often supporting clients through challenging claims such as the restoration of a listed property or replacing a valuable work of art. Our claims team will judge who else to bring in for specialist advice, whether that be a restorer, disaster recovery team or listed building contractor.

4. “Personal service” is a term that’s often used but rarely defined. What does it mean to you, and how do you ensure that feeling of care and attentiveness is genuinely experienced by every client?

At Lumley, personal service means accountability, accessibility and continuity. Clients know who is responsible for their advice - they can speak to their named account handler when they need to, and feel the relationship builds year on year rather than being routed through a generic “service” line.

Accountability is particularly important – it means being willing to tell clients what they need to hear (not only what is comfortable), especially on valuations, sums insured and risk mitigation, so that their cover and claims position is protected.

Technology can make us faster and more organised, but we are firmly committed to keeping things personal and making sure our clients benefit from consistent, informed human judgement.

5. You represent the fifth generation of the Lumley family in insurance. How do you balance the company’s heritage and values with the need to innovate and adapt in today’s fast-changing high-net-worth insurance market?

Heritage only matters if it continues to set standards. For us, it reinforces a simple principle: in insurance, a person’s word must be their bond. That still shapes how we work with clients, underwriters and claims teams alike.

The challenge is to carry those standards forward, not preserve them rigidly. The high-net-worth market is evolving quickly - through changing client expectations, more complex asset profiles and the growing influence of technology - so staying relevant means adapting how we deliver, without diluting what clients value.

Innovation should enhance judgement, not replace it. We see clear opportunities, particularly with AI, to strengthen how we analyse risk, manage information and support advice. But for clients with high-value portfolios, insurance remains a highly individual, relationship-led service.

Our focus, therefore, is on using new tools to improve precision and efficiency, while ensuring our advice remains personal, considered and accountable. That balance - between continuity of standards and thoughtful adaptation - is what allows us to evolve without ever losing the trust that has defined the business for generations.

6. High-value private clients typically have diverse and often rare assets in their portfolio.  How do meet these needs?

Regular valuations and the right level of security are critical. Over many years, we have developed relationships with trusted specialists – leading valuers and auction houses for art, jewellery and other collectibles, as well as listed building surveyors and valuation firms for rebuild costs. Their input gives us and our clients confidence that sums insured are evidence-based and defensible.

We also work closely with reputable risk-management providers (security, alarms, safes and related services). Security for the ultra-high-net-worth market isn’t simply about installing alarms and physical measures. Nor is it about being intrusive or excessive. Our partners advise on the right level of protection, to ensure security reflects the way a client actually lives.

7. Many brokers have a broad service offering but Lumley focuses on the high and ultra-high-net-worth market. How would you describe a typical Lumley client today?

A typical Lumley client is resident in the UK with multiple properties and a global portfolio of valuable assets. They are sophisticated insurance buyers who understand that insurance is all about the claim. Price matters but they prioritise certainty of cover and claims outcomes over chasing premium savings.

They also value the relationship they have with their named account handler, who understands their lifestyle, how they use their home(s), and what they value. In short, they want professionalism, honesty, and a broker prepared to stand by principles when it counts.

8. Looking ahead, what’s on the horizon for Lumley?

We have ambitious growth plans, focused on continued, sustainable growth, and a concerted approach to expanding the scope of our partnerships. We’ve always been a good partner to our insurers, advisors and others, but we are now being more intentional about the way we collaborate with partners who provide our clients with additional value added services such as family offices, lawyers, financial advisors, property agents, architects and interior designers.

By building a deeper understanding of our partners and their clients’ needs, we are well positioned to act as an extension of their team, providing guidance that can help them elevate their already high levels of service.