Chris Douglas, head of claims operations at Hiscox, explains his firm’s entry to the Customer Champion of the Year – Insurer award

1. Why did you put yourselves forward for the Customer Champion of the Year – Insurer category?

We put ourselves forward for Customer Champion of the Year category because delivering an exceptional claims experience is at the heart of what we do.

Chris Douglas Hiscox

Chris Douglas, head of claims operations at Hiscox

Our new claims vision – personal, specialist, effortless – launched in 2023, has transformed the way we serve customers across the UK.

By focusing on being human, empowering our people and embedding a culture of excellence, we’ve set a new standard for claims service.

We believe our commitment to making every claim personal and seamless, supported by measurable improvements in customer satisfaction and operational speed, makes us a true customer champion. 

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

Our entry stands out because we’ve made our claims vision a living, breathing part of our culture – not just a slogan.

Inspired by the Top Gun films, our five strategic pillars have energised our teams and created a memorable, unifying force across the business. We’ve implemented this by:

  • Introduced dedicated claims handlers for every customer, ensuring a single, consistent point of contact
  • Invested in technical training and technology, resulting in a 30% faster core claims system and the rollout of Faster Payments
  • Achieved a Net Promoter Score of 78 in 2024, with several months exceeding 80
  • Delivered record-breaking growth in key business lines and significant financial savings through fraud prevention and recoveries
  • Fostered team engagement, with scores rising from 74% to 95% in two years

We don’t just talk about customer focus – we live it, every day, in every claim.

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

Winning this award would be a wonderful recognition of the passion and dedication our people bring to every customer interaction.

It would validate our belief that our human approach – supported by innovation and operational excellence – is what truly sets us apart.

For our team, it would be a source of immense pride, celebrating their role in making our claims service the best it can be. For our customers and partners, it would reaffirm that, with Hiscox, they are in the hands of a team that genuinely cares and consistently delivers when it matters most.

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