WINNERS

We’re delighted to announce this year’s Claims Excellence Awards Winners.

Broker Claims Achievement Award

Smart Cover
Specialist Risk Insurance Solutions

Winner: Specialist Risk Insurance Solutions
Judges’ comments: The winning company used new technology to be able to virtually view and discuss losses within minutes, without the client needing to take their own images and video. They achieve high levels of staff retention, an impressive NPS score, and have been awarded with one of the highest gold standard scores of all time by Investors in Customers. 

Claims Product Solution of the Year – Corporate Advisory

DWF Law LLP
Horwich Farrelly Solicitors
Minster Law

Winner: Horwich Farrelly Solicitors
Judges’ comments: We were really impressed with the winner’s fresh approach, delivering real benefits to insurers by using data to better understand their opponents and deliver bespoke solutions.

Claims Product Solution of the Year – Technology

Brit Insurance
CFC
ClaimsPlanet
Insure Apps Technology

Winner: CFC
Judges’ comments: The winner stood out with this pro-active tool which helps to reduce the risk from an emerging risk that has become one of the industry’s biggest threats.

Claims Service Solution of the Year – General

Direct Commercial
DWF Law LLP
Geobear, Sedgwick and Legal & General
QuestGates
Specialist Risk Insurance Solutions

Winner: Geobear, Sedgwick and Legal & General
Judges’ comments: Impressive, pro-active, yet simple. They identified a problem and came up with a solution that was clearly the right one, as evidenced by the metrics. The tone of the video to reassure their customers was superb. 

Claims Service Solution of the Year – Technology Supplier

Aquarium Software
Arbitrate
CAPS
ClaimsPlanet
Davies

Winner: Arbitrate
Judges’ comments: We were really impressed with how the winning solution uses intelligent automation and advanced data analytics to significantly increase visibility and save vast sums of money, helping insurers to defend against incoming credit hire invoices. 

Claims Team of the Year

Brit Insurance
Clegg Gifford & Co
NPA Insurance
The Plan Group
Vetsure Pet Insurance

Winner: The Plan Group
Judges’ comments: The Plan Group’s clear passion, innovation and strong customer service ethos really gave them the edge. Their presentation showcased tangible impact and impressive evidence of success. 

Claims Training Excellence Award

ARAG
Romero Group

Winner: Romero Group
Judges’ comments: Romero Group’s well thought through training programme shows they really care as they looked at individual members of staff and their training needs.  The fact that they did this during Covid-19 – fair play to them.

Commercial Lines Claims Excellence Award

Allianz Insurance
Aviva
Covéa Insurance
Markel UK
QBE

Winner: QBE
Judges’ comments: A fantastic presentation that clearly articulated QBE’s claims proposition model and outlined their achievements and future innovations that will benefit both broker and customer. We were particularly impressed by the in-house technological investment in robotics and the development of staff so they’ll have greater decision making power and the tools to improve and speed up the claims process. An impressive and authentic journey of self-reflection and improvement.

Highly Commended: Markel UK

Fraud Solution of the Year

AXA UK
Horwich Farrelly Solicitors
Pact Global
SBS
Zurich Insurance Company

Winner: Horwich Farrelly Solicitors
Judges’ comments: Very tangible outcomes which align well with the product.

Personal Lines Claims Excellence Award

Ageas
Covéa Insurance
LV=
Zurich Insurance

Winner: LV=
Judges’ comments: A customer-centric approach with an eye on the future and ambitious plans to take the claims process to a higher level. We were impressed with the technological developments in machine learning and the partnership with Autotrader. The integration with Guidewire and customer satisfaction metrics were especially notable. 

Highly Commended: Ageas

Claims Product Solution of the Year – Claims Management

Entegral
Integrity Claims Management
Rightpath Claims
SBS
Sedgwick

Winner: Entegral
Judges’ comments: Entegral impressed the judges by delivering 50% revenue growth during the lockdown year by signing up a series of well-known insurers for their claims management solution, first trialled on the 2 million vehicles owned by parent Enterprise-Rent-A-Car.

Claims Product Solution of the Year – Motor

Arbitrate
Cazana
Keoghs, a Davies business
RightIndem
VisionTrack

Winner: Keoghs, a Davies business
Judges’ comments: The winner impressed with their machine learning AI approach to processing high volume, low value road traffic accident claims.  This enables 80% of relevant claims to be automated, only referring to claims handlers where a more complex decision needs to be made. 

Claims Service Solution of the Year – Claims Management Company

Claims Consortium Group
Crawfords Legal Services
Lyons Davidson
Rightpath Claims
Sedgwick and The Hunting Dynasty

Winner: Sedgwick and The Hunting Dynasty
Judges’ comments: The winner adopted a unique approach to customer service delivery, implementing behavioural techniques to improve delivery – most notably in respect of vulnerable customers. 

Claims Service Solution of the Year – Insurer

AXA UK
Markel UK
Travelers Europe
Vetsure Pet Insurance

Winner: Markel UK
Judges’ comments: A clear stand out from the crowd. Collaboration, thinking outside the box, mapping out a solution and then bringing in the right people to deliver it in a short space of time was very impressive. They seem to be more agile than most. The culture and energy really shone through. 

Claims Start-up

Arbitrate
FloodFlash
Qlaims

Winner: FloodFlash
Judges’ comments: A really innovative product that tackles a difficult issue – one that a lot of insurers are stepping away from. 

Claims Team of the Year – Covid Response

Beazley
Ecclesiastical
Gallagher Bassett
RSA Motor
Specialist Risk Insurance Solutions

Winner: Gallagher Bassett
Judges’ comments: The panel commented on how refreshing the winner’s clear ‘people first, then process’ strategy was in supporting businesses during the pandemic. Since the beginning of Covid-19, they created a multi-disciplined team incorporating business interruption specialists and forensic accountants to proactively and collaboratively help their clients.

Highly Commended: Beazley

Credit Hire Solution of the Year

AX
EDAM Group
Keoghs, a Davies business
Plantec Assist

Winner: Keoghs, a Davies business
Judges’ comments: Keoghs impressed with their industry-wide legal strategy to disrupt inflated credit hire claims, delivering £11m in savings, reclaiming £150k in costs, and prompting a positive change in behaviour by some of the key credit firms.

Customer Care Solution of the Year

AXA – Global Healthcare
Countrywide Hearing
CPP Group UK
DAC Beachcroft
Minster Law

Winner: AXA – Global Healthcare
Judges’ comments: AXA offered a really personable and dedicated service for people going through a traumatic experience.

Insurer Claims Achievement Award

4Paws Pet Insurance
CFC
FloodFlash
Zurich Insurance Group

Winner: Zurich Insurance Group
Judges’ comments: This looked at a hidden consequence of extreme weather claims – mental health. In a bold move, the winners put the customer first, despite the cost – because it was the right thing to do. Really impressive.

Third Party Claims Management Team of the Year

Countrywide Hearing
FMG
Kennedys
Nexus Claims
QuestGates

Winner: Countrywide Hearing
Judges’ comments: We were particularly impressed with the simple but effective nature of the winning entry, as well as the focus on the needs of their many vulnerable customers. 

Claims Champion of the Year

Melissa Choules – Senior Claims Technician, Hamilton Fraser Total Landlord Insurance
Billy Hinken – Head of Claims Operations, Pen Underwriting
Claire Lashbrook – Director, Claims Consortium Group
Jon Ryan – Claims Lead, The Plan Group
John Wood – Contingency Claims Team Lead, Beazley

Winner: Claire Lashbrook – Director, Claims Consortium Group
Judges’ comments: The editorial team were impressed by the breadth of Claire’s achievements over the past year as not only has she managed to drive a series of very successful process innovations across her organisation’s claims department, but she has also contributed to the broader insurance industry through her appointment as president of the Exeter Chartered Insurance Institute and in her work supporting Insurance United Against Dementia. This saw her deliver Dementia Friends training and raise more than £10,000.

Her internal work at Claims Consortium Group has seen her spearhead automation and find unique solutions to reduce claim lifecycles, all for the benefit of insurer partners and the end customer.

Claire has balanced an outstanding work performance with a broader contribution to the industry, while facing the time pressures of a busy family life amid a global pandemic. A stand-out winner of this year’s Claims Champion Award.