Insurance Times Awards 2026: Bamboo Connect on creating a ‘clearer picture’ of device claims

Why did you put yourselves forward for the category? 

We entered because the category reflects the way we work with our insurance clients and the role technology and data play in helping them deliver better device claims experiences. 

One of the biggest challenges in device claims is how fragmented information can be across the wider supply chain.

Many insurers are working with legacy technology, while repairers, logistics providers and refurbishment partners often operate on separate systems.

Once a claim has been approved and moves into that wider network, it can be difficult to see exactly what’s happening, resolve problems quickly or keep customers informed. 

We’ve invested heavily in connecting these different parts of the journey through our technology and operations.

Optima captures key events as devices move through the process, from order and dispatch through to delivery, returns and data erasure.

This creates a traceable record at individual device level, giving our teams and clients a clearer picture of what’s happening and where issues need attention. 

Opus builds on that information, using the data generated across claims to identify trends, anticipate demand and help clients make better operational and commercial decisions.

It also means we’re continually learning from the claims we manage and using those insights to improve how programmes perform. 

Much of this development has come from working closely with our clients and understanding the practical challenges they face. Our focus is on making complex claims operations easier to manage and delivering a smoother, more consistent experience for their customers. 

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

One of the things that sets us apart is the flexibility of our approach and how our we develop our client relationships. 

Some clients start by working with us on a specific service, such as buy-back or trade-in, and gradually bring more of their device lifecycle operations into the relationship.

Others work with us on fully integrated managed programmes from the outset. We can tailor our services around their existing operations and adapt as their needs change. 

Our technology plays an important role in supporting that flexibility and helping clients make better operational and commercial decisions.

Through Optima and Opus, we can use data from across the claims journey in practical ways, from forecasting demand by device model and region to improving stock planning and assessing the costs and benefits of repair versus replacement.

It also helps us identify issues such as delivery delays or unusual return patterns earlier, giving our teams the opportunity to intervene before problems escalate. 

We’ve also built a strong track record of delivery, having processed more than five million devices, with 99.3% first-time delivery success and a faulty device return rate below 1%.

That combination of flexibility, technology and operational expertise has helped us build long-standing relationships with clients who increasingly trust us to manage more complex programmes. 

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

It would be a great recognition for our teams and the relationships we’ve built with clients over the years. 

We’ve been in this industry for more than 16 years and a lot of our development has come from working closely with customers, understanding where they need support and finding better ways to deliver solutions for them.

That’s shaped our technology investment, services and how the business has grown.

We’re particularly proud of how long our clients stay with us and the fact that many have trusted us to take on more of their business as those relationships have developed. 

As we expand across Europe, we’re continuing to build on those relationships and invest in the people, systems and technology our clients need.

Winning would be a fantastic acknowledgement of that work and the people who make it happen.