This entry was described as ‘groundbreaking’ by the judges for its demonstration of impressively fast claims payments. They also noted that it was “a rare and coveted” occurrence for an insurance product to be called a competitive advantage by its customers.

With a strategy to reduce substantial claims inflation and indemnity spend, DWF uniquely combines specialist jurisdictional lawyers with predictive intelligence analysts to deliver groundbreaking and pioneering ways of working that have resulted in huge savings for insurers.

In the private health market, standard offerings are common, but the inclusion of quick access to medical services during travel has set the winner apart when it comes to delivering for their customers. Their global coverage is a significant benefit, providing straightforward and user-friendly services that customers desire. They handle all steps efficiently, simplifying processes and offering cashless transactions by liaising directly with insurers. Their exceptional Net Promoter Score is twice the industry standard, reflecting high customer satisfaction and loyalty.

The judges said this entry blew them away. A refreshing example of using telematics to provide a solution to a problem that was difficult to manage and provided a definite wow factor.

Realising that outsourcing services wasn’t feasible, Zurich took necessary measures, such as splitting the team into two, to enhance performance. They encountered significant challenges including managing claims and implementing a more effective resignation intervention process. This led to the achievement of substantial financial results. The remarkable speed of implementation in 2023 enabled a swift roll out of changes that successfully turned the situation around.

SBS were ahead of the market when launching and clearly leading the way. This enabled them to gain market share, with other insurers following their lead. They established a strong position in the market by focusing on vulnerable customers and emphasising the impact of Consumer Duty, which became a strong selling point. Their approach combined effective personalisation with digitalisation, ensuring continued progress and success.

They have taken a proactive view to challenge the norm to improve their customer outcomes.

The judges agreed that this training programme was incredibly impressive and authentically integrated into the culture and ethos of the business to drive compelling customer outcomes. They also noted that this business placed customers absolutely at the heart of what they do and truly demonstrated passion for compassionate results.

Delivering specialist insurance cover to the care sector with exceptional people-first claims support – Markel has demonstrated impressive growth in the last 12 months. With a bespoke and hands-on consultative approach to claims delivered with speed, efficiency and empathy, Markel has consistently received five-star feedback from customers and brokers alike.

Aviva has a strong focus on investment in people and has delivered a strong set of business results.

This entry wowed the judges as it re-engineered five key components of a process after the firm realised it was behind market competitors. The new process embraced automation, sped up contact time for claims, was innovative and put the customer at the heart of its solution.

The judges agreed this was a standout entry with a completely different take on customer care for vulnerable customers. Illustrating how the human touch is still needed, it also cleverly integrated consumer duty regulation.

The Judges agreed that this firm had taken an innovative approach to a clear risk that the whole sector was facing, with clear evidence of value add for the industry via an impressive case study.