The winner secured the Claims Achievement Award through an exceptional response to the judges’ scrutiny. Their ability to engage with feedback, address questions directly and build on comments in real time demonstrated both depth of understanding and confidence in their approach. The strength of their responses turned a strong submission into a standout performance, leaving a clear and lasting impression on the panel.

Meltem Yazar embodies what it means to be a claims champion. As part of her role as customer champion lead, she not only unearthed an important friction point in potential claim journeys, but she designed and implemented a process to rectify misunderstandings and miscommunications – better supporting both customers and her business. The case study example in the nomination brought this to life fantastically and we were impressed with the uniqueness of Meltem's approach.

This entry demonstrated true claims mitigation and rewarded customers by returning premiums that were saved. Judges said the firm was a stand-out winner that provided real solutions to customers, while also maintaining focus on the core mission of helping prevent unnecessary claims.

Five Sigma showed a very adaptable proposition that can be used for any line of business, generating real productivity savings, working with MGAs, insurers and TPAs – this provides a potentially vast reach across personal and commercial lines. The firm had a couple of good testimonials too. Five Sigma has artificial intelligence working really well as a claims partner in a model that could move quickly through the UK market if it integrates with CMS’ as demonstrated.

High Five presented an impressive use of advanced technology and artificial intelligence, supported by partnerships that extend beyond a single line of business

In a final list of really high calibre, Brown & Brown stood out for the efforts they are making to represent the needs of vulnerable customers. It is clear they are making a tangible difference, in their words being “service focussed, not profit led”. This means that they fully intervene at the right levels both internally as their staff personally develop and externally with customers who are demonstrably getting better service. With such a powerful solution, they are setting a new standard in service, that is being adopted elsewhere in the value chain, hopefully starting to set new benchmarks and standards.

The winner is recognised for transforming a traditionally complex and reactive process with intuitive self triage, instant claim validation and intelligent booking, the team has delivered a streamlined customer-first digital solution with outstanding results. Judges were particularly impressed by the programme’s strong performance against its targets, demonstrating clear improvements in speed, efficiency and customer experience. The solution also delivers meaningful environmental benefits, reducing unnecessary site visits and disruption through smarter digital decision making. This winning initiative sets a new benchmark for modern claims service delivery, bringing together innovation, operational excellence and sustainability to create lasting value for customers.

We were impressed with the focus DAC has brought to serving retail, a single, but significantly important sector. With their advocation of seconding staff to their clients’ businesses and hiring in from them, it showed a real investment being made. One that with the statistics provided, more than demonstrated the positive impact they are making. Again as a sector that is enduring many challenges, including socio, climate and economic, notwithstanding the move from bricks & mortar to online retail, they showed an ability to use their skills to positively leverage their clients’ abilities to face them.

The judges felt Zurich Motor had delivered a consistently good service over a long period of time in a fragmented market, and also found areas in which it could continue to make gains and improvements. They also felt the extensive feedback from a wide range of stakeholders helped highlight the success of their claims team.

A customer-centric model that has dramatically reduced complaint volumes. Napo Pet Insurance deserves recognition for its efforts to improve the pet insurance market and for a model that is easy for veterinarians to use.

The judges felt that Photocert addressed the single biggest threat to digital claims today – the race against generative AI and deepfakes. In a year where deepfakes are a boardroom level concern for insurers, Photocert provides a scalable protective layer for image evidence

The winner stood out for a training proposition that felt genuinely distinctive and purpose-built for modern claims challenges. Their pitch combined clarity with conviction, showing exactly how learning translates into better outcomes on complex cases. The judges were persuaded by the precision of their approach, the depth of insight behind it, and the confidence with which it was delivered.

DWF Law was a standout entry, adopting a proactive approach. It is doing something a bit different in the market – the firm really set out what it has done and what it has achieved with its initiative. This entry sits above the others, it is really good and different.

This early careers programme clearly demonstrated a sincere desire and commitment to bring young talent into the sector from non-typical backgrounds, especially socio-economic. This is demonstrably disruptive and bringing about tangible, positive change. The passion and enthusiasm for this was clear to see, with genuine buy-in from across the firm and seniority in it. We were particularly impressed by the adoption of a shadow board, exposing the young minds to the real world problems they will encounter. A very worthy winner.

This entry demonstrated their commitment to maintaining quality as they scale through consumer metrics while remaining passionate, human and committed. Judges said the firm encapsulated what customer care looks like day-in and day-out and went the extra mile.

The winning entry is recognised for delivering an exceptional, end to end hearing aid claims service for vulnerable customers. The judges were struck by the genuine empathy and passion conveyed in the presentation, which clearly reflected a service built around compassion, clinical expertise and customer wellbeing. With 100% of customers contacted within two hours, industry leading satisfaction scores and measurable value delivered for insurers, Countrywide Hearing sets a clear benchmark for customer care in claims.

This was a complex investigation that successfully dismantled a £35m sham turnover operation and forced a winding up order. The judges were impressed at how QBE tackled this difficult trade credit fraud case and their methods for catching the scammers.

The judges were highly impressed by FM’s ability to quickly deal with complex claims, especially its focus on getting its team of in-house loss adjusters to client sites as soon as possible. The judges also felt that their policy workshops, education initiatives and attention to both pre- and post-loss support helped them offer a uniquely valuable customer service.

The winner impressed the judges with a focused and purposeful proposition centred on enabling economic growth through specialist underwriting. Their model places claims prevention at its core, supported by a highly niche offering that addresses real gaps in the market. What set them apart was a clear commitment to the individual behind each policy, bringing a human dimension to an innovative product and delivering a pitch that was compelling.

Allen’s nomination showcases an individual that has had an enormous and far-reaching impact on his business. Allen showed initiative and drive in the creation of Flock’s Safety Review Programme, which in turn has acted as a springboard for further programmes and plans undertaken by the business and spearheaded by Allen. Alongside anecdotal success, Allen’s nomination shows the statistical, bottom line impact of his work too, demonstrating that he is a vital and imaginative cog within the organisation. It is great that Allen is continuing his insurance studies and qualifications as well.