Claims, the ‘Cinderella’ of insurance, got a night out in style at the Claims Excellence Awards

Every year, as we judge the Insurance Times Awards, we are bowled over by the quantity and quality of outstanding entries from the claims community. So this year we decided the claims community deserved a ceremony of its own.

But even we could not have predicted the overwhelming response. It was so enthusiastic that we had to create new categories to cope with the volume of entries. On the night, claims specialists from insurers, brokers and partners joined us in their hundreds.

As I chaired the judging panel for these awards, one thing became abundantly clear. Yes, claims is about third-party suppliers, technology and call centres; it’s also about subsidence, cost control and combating fraud. But more than any of these things, it’s about people. It’s about passionate, committed and skilled individuals, and it’s about the policyholders they serve and the promises they fulfil.

The Claims Excellence ceremony was designed to reflect this. We wanted to celebrate the contribution individuals and teams make to the industry, as well as tackle some of the major issues head on.

For too long, claims has been the Cinderella of the insurance industry, left indoors to do the hard work while the ugly sisters of sales and underwriting hog the limelight. Well, not any more. Read on to find out what happened when claims went to the ball!


Claims heroes: the winners, highly commended and shortlisted

Fraud Prevention Initiative of the Year

Sponsored by Barlow Lyde & Gilbert

  • AXA Direct – winner
  • Allianz – highly commended
  • Aviva
  • Markerstudy Group

Broker Customer Care Initiative of the Year

Sponsored by ACE

  • Romero Insurance Brokers – winner
  • Cadogan Keelan Westall
  • Endsleigh Insurance Services
  • Morrison Insurance Solutions

Outstanding Insurer Claims Team of the Year

Sponsored by Replacements @ Comet

  • Chubb, the UK claims team – winner
  • Ageas, the claims team – highly commended
  • Allianz, the central credit hire team
  • AXA Personal Lines, the Saga property claims team
  • RSA, the home claims team
  • RSA, the loss adjusting services L&C team

Outstanding Broker Claims Team of the Year

Sponsored by Ageas

  • Marsh UK – winner
  • Deacon – highly commended
  • Cadogan Keelan Westall
  • KGJ Claims Management
  • South Essex Insurance Brokers

Outstanding Insurer Individual of the Year

Sponsored by Merlin Claims

  • Robin Stagg, Allianz – winner
  • Ashley Smallbone, Ecclesiastical
  • Catherine Murphy, ACE European Group
  • Geoff Jones, RSA
  • Izzy Hunter, AXA Promise Team
  • Rob Smale, Ageas

Outstanding Broker Individual of the Year

Sponsored by AXA Personal Lines

  • Barry Jones, Marsh UK – winner
  • Arlene McNaught, Broker Direct
  • Darren Easton, Knowlden Titlow Insurance Brokers
  • Alissa Vanbrunt, Simply Business, Xbridge

Claims Technology Initiative of the Year

  • Hilary Meredith Solicitors – winner
  • Aviva – highly commended
  • Ai Claims Solutions
  • Chubb
  • LV=

Insurer Customer Care Initiative of the Year

  • RSA (personal claims handling) – winner
  • AXA Personal Lines, SIMS Claims Services – highly commended
  • Ageas
  • Asprea

Motor Claims Initiative of the Year

  • Ageas – winner
  • TFP Schemes – highly commended
  • Knowlden Titlow Insurance Brokers
  • RSA

Claims Management Team of the Year

  • Merlin Claims – winner
  • Davies Group – highly commended
  • Auto Legal Protection Services (ALPS)
  • Pound Gates Vehicle Management Services
  • Winn Assist
  • WNS Assistance

Claims Training Initiative of the Year

  • Aviva - winner
  • Ageas – highly commended
  • Allianz
  • Chubb
  • RSA