We are delighted to announce the winners for the Insurance Times Claims Awards 2017 – Congratulations to everyone!
Broker Claims Team of the Year
Centor Insurance and Risk Management
Lockton Real Estate & Construction Claims Team
This small but experienced claims team demonstrate the superb value a broker can bring to client relationships through imaginative and diligent pursuit of their claims.
Claims Individual of the Year
Callum Fraser- Markel
Mark Merrix – Allianz
Sarah Wilcox – Markel
The judges felt Mark stood out because he had tackled several big responsibilities and delivered strong results in all of them. They were particularly impressed that he had taken the lead on the AGF legacy sale at the same time as delivering “market leading” results on the fraud side.
Claims Technology Initiative of the Year – Broker
FMG in partnership with Lark
Simply Business / Mi Claim
This initiative illustrated that the customer was positioned at the heart of their business and it afforded the customer a channel of choice.
Claims Technology Initiative of the Year – Insurer
Bupa UK Insurance
Covéa Insurance – Repair Allocation Manager (RAM)
It’s a brave solution. It is customer focused; using technology to give customers what they want and the best choice in the quality of repair. It’s good for specialist cars and has taken that into account.
Claims Technology Initiative of the Year – Service Provider
Claims Consortium Group
DOCOsoft Claims Management System
Intelligent Telematics, Proactive Claims Management
LeakTracersDirect (part of AllPropertyClaims)
This entry stood out because it deals with an important issue in the market. It is about tidying claims up and it is better for premiums. It has also decreased the number of cases going to litigation.
Claims Training Initiative of the Year
Claims Consortium ‘Building Construction for Claims Handlers’ course
Club Insure Ltd – Knowledge is power
Davies Group – Aspire Programme
Markel – Claims Team Training
Thatcham Research Code of Practice
Highly commended: Claims Consortium ‘Building Construction for Claims Handlers’ course
It’s impressive that a small company is investing so much in training people. The training was about risk management as well. It is a small broker punching above its weight and investing massively in their people.
Insurer Claims Initiative of the Year – Personal Lines
Co-op Insurance Flood Response plan
RSA Insurance Group
Judges felt RSA’s vet referral network for its pet insurance business was innovative, disruptive and had delivered meaningful results in terms of net promoter score and cost savings.
Claims Training Initiative of the Year – Insurer
AIG Occupational Disease Workshop
Allianz Technical Leaders in Claims (TLC) Programme
Covéa Insurance Claims Training Academy
They demonstrated a real desire to work with their own customers so they understood their own businesses over a long period. They developed a program to shine a light on a niche area and vastly improved the clarity for customers.
Customer Care Initiative of the Year
Allianz Customer Hubs
ALPS / Mansfield Group – Fleet Management
Claims Consortium Group – Storm Desmond response
Davies Group, Sompo Canopius and Park Homes Assist
MA Group – Truly Customer Focused
QuestGates: Putting Vulnerable Customers First
The Claims Code – Lockton Real Estate & Construction
Judges were impressed with the “world class” net promoter score and the fact that the companies were prepared to tear up an existing plan in favour of something that worked better for their vulnerable customer base.
Fraud Prevention Initiative of the Year
Accident Exchange – Private Prosecution
Aviva – Real Time Policy Fraud Screening at Point of Quote – Personal Motor
iovation Fraud Force Community
Highly Commended: Aviva – Real Time Policy Fraud Screening at Point of Quote – Personal Motor
This company demonstrated a highly innovative approach to using telematics data to combat fraud.
This team showed the effectiveness of moving the first line of defence against fraud to the quote stage in real time, transforming the fight against fraud from detection to prevention.
Insurer Claims Initiative of the Year – Commercial Lines
Covéa Insurance Commercial Claims Integration
Markel – Volume Claims Team (VCT)
Judges liked how Covéa had involved both brokers and staff when combining the Sterling and Covéa commercial claims teams, and the fact the company had focused on customer outcomes rather than cost savings when making the changes, which it did without loss of staff.
Insurer Claims Team of the Year
AIG Europe Ltd – Financial Lines Claims
Allianz Insurance – Genesis End-To-End (GE2E) Project Team
Bupa UK Insurance
Chartered Insurance Institute New Generation Claims Group 2016 – Riot Claims Guide
Covéa Insurance Commercial & HNW Property Team
Highly commended: Covéa Insurance Commercial & HNW Property Team
This insurer moved its claims operations across the country to create the largest claim centre in Europe, building the operation around a digital first strategy and achieving significant improvements in customer satisfaction scores.
Legal Partner of the Year
BLM and Gulland Padfield: Customer Insight Programme
The standout winner. An original business concept, passionately presented, that puts the customer at the heart of everything it does, while also helping insurer partners save money.
Third Party Claims Management Team of the Year
Claims Consortium Group – Motor Claims Services
Coplus won the judges vote for showing that it puts the customer at the centre of its business, evidencing this with clear KPIs and a determination to meet its targets.
Lifetime Achievement Award
Winner: Tony Emms – Vine Grove Consultancy