Ahead of the 2025 Modern Claims Awards, we caught up with Donna Scully, Owner and Director of Headline Sponsor, Carpenters Group!

Q. Hi Donna – we’re delighted to announce Carpenters Group as our Headline Sponsor for the Modern Claims Awards 2025! Why don’t we start by talking about the firm, your position in the market at the moment, and the role you hold within the company?

A. Carpenters Group was 30 years old in 2024, and I’m proud to say that in this time, we have become the market leading provider of outsourced insurance claim management. We also successfully deliver specialist legal services – such as Serious Injury and Biker legal services – and have now grown to circa 1500 people, with seven UK offices.

Although we manage around 1.4m claims each year and 1.2m FNOL calls, we have been careful to hold onto what makes us successful. We balance our scale with service. What I mean to say is that we aim to look after each client – be that our direct client or when we are operating on behalf of one of our major insurance company clients – with the upmost, Carpenters standards of care!

As Owner and Director of the business, my role has adapted many times over the years. I am privileged to be surrounded by a remarkable team, and together with my co-owner and husband John, I believe we have created something truly unique.

Q. What challenges have you found in your area of the industry over recent years, and how do you continue to overcome these obstacles?

A. Our top three in recent years would have to be COVID, the Official Injury Claims Portal (OICP), and managing growth.

I’m sure there is little more to be said around how we all had to adapt and shift during COVID to keep businesses alive, but also to protect our clients and employees.

My company and I have been very vocal about the OICP. We did this alone at times, and it was frustrating. We had to adapt fast and develop technology that would enable us to deliver, but I’m grateful we were able to; many didn’t, and we’ve seen too many businesses fold as a consequence. Technology, and the ability to create and change with agility, is critical in today’s industry.

We strive to be inclusive, led by values and our desire to operate in as ‘non-corporate’ a way as possible. This is more than lip service to us – we live it. So, as we grow, it takes real grit to hold onto all that makes us Carpenters, all while still evolving and making sure that we don’t stand still. It’s a balance and a challenge, but being cognizant of that and staying determined has helped us get bigger, all whilst feeling like you’re still being cared for by a smaller, specialist business.

Q. As a firm, Carpenters Group prioritise Diversity and Inclusion across their teams. What does that look like in practice, and how do your own values factor into this ethos?

A. We are a 50/50 business with virtually no gender pay gap. We only got here by knowing this was the type of business we wanted to be from the outset. We also value varied routes to success. My journey from inner city Dublin to business owner wasn’t the traditional route, and it’s the same for many of our people. Get to know Carpenters’ people and you will find a thousand routes to the law and leadership! Being open to difference and embracing it helps us. We know diverse teams are strong teams, so we make choices based on our values and beliefs, and it pays off.

Q. Tell us about some of the charity work that you’ve been involved with in your local area in recent months…

A. My work in social impact has grown legs, and owning a business gives you opportunities to help in so many ways. It’s often hard to say no!

I am particularly passionate about homelessness. I run a breakfast club every Sunday, and each week I’m hard pushed not to drive home in tears, both in despair that our country is in this state but also because I’m overwhelmed by the compassion and humanity I see each week.

We also sponsor numerous charities, offer paid volunteering opportunities, contribute through matched giving, and support tons of grassroots sports clubs. Sport can really build self-worth, and boy, do you need that to climb your way out of poverty or addiction.

In 2024, I was named Merseyside Woman of the Year due to my business and charity work, and it was one of my proudest days. It meant we – and by that, I mean my team, my family and myself – are really making a difference.

Q. If you could offer one piece of advice to the shortlisted nominees at the Modern Claims Awards, what would that be, and why?

A. Take a second and enjoy this special moment. Take time to think on all you did to get here and all those who helped you on the way. Oh, and have a great night!

The Modern Claims Awards will be held at The Rum Warehouse, Liverpool on Wednesday, 23rd April 2025.