Alex Patten, claims executive at Ascend Broking Group, reveals why her firm should win the Customer Champion of the Year - Broker category at the 2022 Insurance Times Awards

Why did you want to enter the Customer Champion of the Year - Broker category?

We entered this category after improving the customer journey by pairing an experienced claims team with technology that sped up the claims process and helped implement innovative placements. This improved retention and service levels. 

Our business is built on a customer-centric focus – we constantly ask is this the right thing for the client.

Claims service across the industry has deteriorated dramatically, but we have focused on improving the experience for clients. Also, we provide a holistic one-stop-shop for all their requirements – all at one office.

We achieved this by building strong relationships with both underwriters and clients to make a difference. We also have internal creative meetings that ask what is the next challenge and how do we overcome it?

What do you think makes your entry stand out or different from your competition?

What makes us stand out is our organic growth, a great culture backed up with innovation and a providing a tailor-made service – we understand the client, business sector and their needs fully.

What would winning this award mean to you and your firm?

It would be a reward for independent broking and a different way of doing things.