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

Claims Achievement Award

Covéa Insurance
Nuvalaw in joint venture with Trust Arbitration
Taurus Insurance Services Ltd

Winner: Nuvalaw in joint venture with Trust Arbitration
Judges’ comments: A strong and well-crafted proposition. The presentation demonstrated that the winner had key players on board, while providing an industry-wide opportunity. It also addressed the issue of current court backlogs, providing a resolution for all parties.

Claims Champion of the Year

Graham Black, Zurich
Paul Durham, McLarens
Billy Hinken, Pen Underwriting
Rachael Harkins, Aviva
Jacqueline Jefferies, NFU Mutual
Megan Shepherdson, NFU Mutual

Winner: Billy Hinken, Pen Underwriting
Judges’ comments: Billy’s leadership of the claims function at Pen Underwriting embodies what it truly means to be a champion, vigorously supporting and revitalising the MGA’s claims department to better share best practice across regional teams, recognise and reward staff skill sets, as well as enhance communications and teamwork.

For example, Billy’s creative leadership style saw him establish a Claims Champion Network, to share learnings on key claims-related topics, as well as form a master claims process manual, to provide uniform guidance across the business.

Through improved department-wide cohesion and communication, Pen Underwriting has recorded positive feedback from external audits, end customers and brokers. Importantly, Billy has also championed the claims function internally too – a key driving force behind the department’s 90% employee engagement score, he has been described as ‘a leader you can get behind.

Claims Product Solution of the Year – Claims Management Platforms & Software

Alphatec Software Ltd
Synergy Cloud

Winner: Synergy Cloud
Judges’ comments: This product is fast, scalable and puts everything together in one place – really impressive and all achieved in a short space of time. It’s not easy to work with large insurers, yet Synergy Cloud managed to take them along on the journey and get the desired outcomes.

Claims Product Solution of the Year – FNOL


Winner: QBE
Judges’ comments: This product is impactful and progressive on many fronts, including prevention and first notice of loss. It’s simple, but sustainable. It’s specific to a particular line and class of business and is scalable.

Claims Product Solution of the Year – General

Cazoo Data Services
CoreLogic and Crawford & Company
Nuvalaw in joint venture with Trust Arbitration

Winner: Cazoo Data Services
Judges’ comments: This product is far reaching from a stakeholder perspective. It’s got a great benefit for customers – it gets them their valuation. It’s much quicker, it’s great for insurers and offers ease for customers.

Claims Product Solution of the Year – Legal Services & Support

Bridgetech Automotive
DAC Beachcroft and Automated Insurance Solutions
Horwich Farrelly (HOLLY)
Horwich Farrelly (HOLT)

Winner: Horwich Farrelly (HOLT)
Judges’ comments: It’s so simple. HOLT has reported good growth so far and the product is scalable too.

Claims Service Solution of the Year – General

ARAG Legal Services
Qlaims Ltd
Sedgwick and Direct Line Group
Zurich Insurance UK

Winner: Ageas
Judges’ comments: Ageas took top spot because the team provided a claims service solution that is innovative, sustainable and challenges total-loss beyond an economic solution. There were also substantial savings made with the initiative and it was evident that it placed a customer focus at the heart.

Highly Commended: Zurich Insurance UK

Claims Service Solution of the Year – Technology Supplier

CoreLogic and Crawford & Company

Winner: Davies
Judges’ comments: Impressive and innovative, this solution was developed in-house with people and customers firmly at its heart.

Claims Startup

Claimspace Limited
Qlaims Ltd
Synergy Cloud

Winner: Claimspace Limited
Judges’ comments: An incredibly clever solution that solves a real problem for many individuals and businesses through smart use of technology.

Claims Team of the Year – Digital Transformation

Animal Friends Insurance
NFU Mutual (Equine)
Zurich Insurance UK (Claims Performance & Insights Team)

Winner: Ageas
Judges’ comments: The winner stood out for its investment in people, data and platforms to deliver a truly transformative digital journey which has seen tangible results in improving the claims process for its customers.

Claims Team of the Year – General

NFU Mutual (Injury Team Belfast)
Plastic Surgeon Fine Finisher

Winner: ETA
Judges’ comments: The winning organisation demonstrated very clearly and passionately how the customer is at the centre of everything they do with an impressively proactive approach in looking out for them, whether that’s to ensure they aren’t under-insured, that claims were handled without delay during the pandemic, or to hold careless and dangerous drivers to account.

Highly Commended: Plastic Surgeon Fine Finisher

Claims Team of the Year – Motor

Clegg Gifford & Co Limited
Zurich Insurance UK

Winner: Zurich Insurance UK
Judges’ comments: The winning entry impressed the judges with its creation of a bespoke technical academy programme aimed at building skills for the future to achieve better customer outcomes.

Claims Training Excellence Award

Aspray Limited
EDAM Group
Horwich Farrelly
MS Amlin

Winner: Horwich Farrelly
Judges’ comments: The winning entry was admired for being innovative and modern, with the judges praising the time and effort that had gone into designing a simple user journey in order to create the Netflix of insurance training.

Commercial Lines Claims Excellence Award

Covéa Insurance
Markel UK

Winner: Covéa Insurance
Judges’ comments: Consistently high results in the Insurance Times Commercial Lines survey over many years. It was highly evident from the content of the presentation how genuinely invested Covéa is in their customers, detailing the steps they take to do their utmost to support them throughout the claims process, with high level expertise and flexibility in particularly challenging times. Very impressive.

Highly Commended: Aviva

Credit Hire Solution of the Year

Arbitrate Limited
Cogent Hire Limited
Horwich Farrelly

Winner: Arbitrate Limited
Judges’ comments: The winner is a tech firm focused on using data to enable major savings on credit hire costs, which are now close to personal injury costs overall. The firm’s team has used its industry expertise to build a database of 83 million records with 120,000 rows of data, enabling claims handlers to identify the most cost-effective credit hire provider.

Highly Commended: Cogent Hire Limited

Customer Care Solution of the Year

Allianz Commercial
Aspray Limited
CFC Cyber Threat Analysis Team
Horwich Farrelly
Markel UK
Zurich & ICAB

Winner: CFC Cyber Threat Analysis Team
Judges’ comments: The judges were impressed with the product, the great use of technology and how the winner specifically supported SMEs with cyber insurance in the evolving threat landscape.

Fraud Solution of the Year

1st Central and DWF Law LLP
Charles Taylor
Covéa Insurance
Woodgate & Clark Limited

Winner: Covéa Insurance
Judges’ comments: The judges were impressed with the firm’s approach to ghost broking as it was all undertaken in-house. Added to that, the amount of money saved through this initiative was noteworthy.

Highly Commended: Charles Taylor

Legal Claims Management Team of the Year

DAC Beachcroft
Flint Bishop
Kennedys Law LLP

Winner: DWF
Judges’ comments: The winning firm identified an area that is often ignored for proactive management as it is perceived to only create low value claims. The firm’s team built a chronic pain identification toolkit that saved insurer clients an estimated £18m in claims last year.

Personal Lines Claims Excellence Award

Covéa Insurance

Winner: Covéa Insurance
Judges’ comments: Consistently high results in the Insurance Times Personal Lines survey over many years. Genuinely invested in their customers, Covéa has worked with broker partners to create an informative, responsive and results orientated claims service. They listened to their customers and used feedback to transform and tailor their services to suit broker and customer needs.

Third Party Claims Management Team of the Year

Claims Consortium Group
National Claims
The Plan Group

Winner: The Plan Group
Judges’ comments: Very close to the market it serves, the winner understands the challenges that the past two years have created for a sports niche that attracts passionate hobbyists. The judges praised the team’s ability to anticipate parts shortages and build their own stock so claims could be settled cost effectively.