Gary Nelson, head of corporate affairs at AllClear Insurance, highlights customer service as company bids for the Customer Champion of the Year – Broker award

What made you put yourselves forward for the Customer Champion of the Year – Broker award?


Gary Nelson

In the midst of the cost of living crisis, people still wanted to travel, but there was some understandable caution with external events – heatwaves, airport issues and financial uncertainty to name just a few.

So while our customer base grew strongly, our aim was to provide security and stability for our customers, who are often living with medical conditions, ensuring we give them ultimate peace of mind for their trips.

What do you think makes your entry stand out and why should you win the award?

We were agile in making positive customer changes, focusing on post-sale as well as pre-sale. Even as our customer base was growing, we provided a personalised service to each and every one.

We created individual customer DNA for targeted, tailored communications which had the primary purpose of helping customers, rather than any direct commercial benefit.

With our staff, we developed post-sale knowledge so customers always communicate with expert and empathetic staff.

Overall, even with the business growing, we reassured and covered those all-important holidays while maintaining our ”excellent” TrustPilot score from over 110+ reviews and a 167% increase in four and five star ratings.

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

Customer service awards always matter to us.

We’re a customer driven business, everything we do is based on better understanding customer needs and providing an excellence of personalised service that exceeds their expectations. Winning this award would be a well-deserved recognition that we’re exceeding customer expectations time and time again.

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