Claims Awards 2018 Winners

We’re delighted to announce the winners for the Insurance Times Claims Excellence Awards 2018.

HNW Claims Solution of the Year

Covéa Insurance
Hiscox UK & Ireland
Home & Legacy

Winner: Hiscox UK & Ireland

The judges said…”Human when it matters, very clear who customer is, relationships built on trust.  This was a deserving winner”

Claims Team of the Year

Bollington Insurance Brokers
Centor Insurance & Risk Management
Club Insure & NDML
Direct Commercial

Winner: LifeSearch

The judges said… “This protection broker’s dedicated claims team has put the customer first, ensuring claims are settled promptly, that treatment is available when needed, and providing treatment as part of the service when it is not available from the insurer”

Claims Product Solution of the Year

Booking Protect
Davies Group with Iprosurv
Synectics Solutions

Winner: Davies Group with Iprosurv

The judges said… “Innovative use of drones to safely and quickly establish the extent of loss. Saving up to 65% of the costs of a cherry picker or scaffolding with a 72 hour turnaround in over 90% of claims”

Claims Service Solution of the Year

Crawford & Company
Direct Group Claims Solutions
S&G Response
Virtus Validations

Winner: Direct Group Claims Solutions

The judges said… “Swap out enables next day replacement of mobile phones following accidental damage. Most customers are happy to have a guaranteed refurbished phone quickly rather than waiting up to a week for a new replacement. This solution reduces costs by an average 15% for insurers and simultaneously improves customer service”

Claims Technology Solution of the Year – Insurer

Legal and General

Winner: Legal and General

The judges said…”Industry leaders in disruption in Claims.  This was a hugely impressive entry that richly deserves the award”

Claims Technology Solution of the Year – Service Provider

Audatex & Covéa Insurance
Auto Windscreens
Collision Management Systems with Sopp+Sopp
Davies Group with Iprosurv
Insure Apps
Synectics Solutions and esure

Winner: Synectics Solutions and esure

The judges said…”The judges praised the speed to market of the new fraud detection with zero in-house IT support as well as the impressive ROI”

Claims Training Solution of the Year

Claims Consortium Group
Club Insure & NDML
S&G Response

Winner: Club Insure & NDML

The judges said…”This specialist nightlife broker has brought a proactive approach to helping clients avoid spurious claims through continuing “Claims Defensibility Training” of a client workforce that is notoriously short-term and transient”

MGA Claims Initiative of the Year

CFC Underwriting
Manchester Underwriting Management
Plum Underwriting

Winner: Plum Underwriting

The judges said…”The judges praised the MGA’s impressive rethinking of the claims environment that puts the customer first while keeping costs low”

Customer Care Solution of the Year

Booking Protect
Claims Consortium Group
EDAM Group
Fenchurch Law

Winner: Ecclesiastical

The judges said…”Although already achieving an impressive NPS score of 84, the company set out to improve customer service further, switching internal focus from teams to individual claims handlers. Through a customer listening programme tied to an individual ownership approach all key metrics went up, raising the overall NPS score to 86″

Fraud Prevention Solution of the Year

Geo Underwriting

Winner: DWF

The judges said…”They were disruptive, collaborative and got all the agencies together between the UK and Scotland”

Large and Complex Claim of the Year

THB Group

Winner: AIG

The judges said…”This property claims team responded promptly, imaginatively and effectively to last autumn’s hurricanes in Texas and the Caribbean, overcoming severe logistical difficulties to service clients needs”

Legal Partner of the Year

Clyde & Co
Fenchurch Law

Winner: DWF

The judges said…”This firm’s innovative ‘sorting hat’ process uses cutting edge analytics to simplify and streamline the triage of claims for potential fraud and inflated claims, producing savings for insurers”

Third Party Claims Management Team of the Year

MB&G Insurance
Virtus Validations

Winner: Virtus Validations

The judges said…”The judges were impressed with what the team had achieved in such a short space of time at the same time as keeping costs down for insurers and customer satisfaction high”

Lifetime Achievement Award

Ashton West OBE