Luke Chesworth, head of retail at Superscript, delves into what makes the organisation’s bid for Customer Champion of the Year – Broker worthy of winning

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


Luke Chesworth

Since the beginning, Superscript has existed to provide insurance that is shaped around customer needs.

We identified three core pain points that complex and high-growth businesses have with their brokers – obtaining a quote is too slow, a lack of control and transparency throughout the purchasing process and poor customer service.

To address this, we worked on two new digital initiatives this year. The first was a digital application form that brings speed, ease and transparency to the application process.

The second was a dedicated online customer portal that provides control and clarity for customers – where they can access and request anything they need from their broker in one place.

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

Built in-house to alleviate specific pain points of working with brokers, our digital processes are bringing commercial insurance into the 21st century.

We’re one of the only businesses addressing the incredibly complex and cumbersome process of buying business insurance – a challenge not for the faint hearted.

In fact, through these new digital processes, we have reduced the time that clients spend completing application forms by 45% and reduced the industry average time to receive a quote by 60%.

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

Superscript is immensely proud to be a finalist at the Insurance Times Awards, but to win the Customer Champion of the Year award – up against and alongside the biggest names in the industry – would be the cherry on top of a year in which we have achieved so much.

The entire company – tech, product, marketing, broking and others – contributed to developing these digital initiatives, which are already seeing amazing results for our customers.

Ultimately we exist to deliver for our customers, but these awards would be an amazing recognition for the whole team’s hard work and dedication.

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