Insurance Times Awards: Policy Expert delivers ‘vertically integrated’ claims model

1. Why did you put yourselves forward for the category? 

We entered this category because the Insurance Times Awards are among the industry’s most prestigious. 

As one of the UK’s fastest-growing personal lines insurers, exceptional customer care is central to everything we do. We’re proud of our unique, compassionate approach – especially in the way we support vulnerable customers – and wanted to shout about how we go above and beyond for them. 

Gaining recognition for this would be a meaningful endorsement of our commitment to putting customers first.

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

Our entry stands out because our DIY SOS process is an industry first and a true game changer for home insurance customers. 

With our vertically integrated claims model, we can send our own surveyors, drying and restoration teams and builders within a day of a claim being notified, restoring homes in just 28 days versus an industry norm of six months. This swift, personal response is especially vital for vulnerable customers. 

By combining speed, care and genuine human connection, we transform the claims experience. With three dedicated UK centres, we’re redefining what exceptional customer support looks like.

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

Winning this award would be an incredible honour and a powerful endorsement of our customer-first philosophy.

It would recognise the dedication of our teams, many of whom travel across the country each day to help customers rebuild their homes and lives after distressing events. 

For us this isn’t just about industry recognition, it’s proof that doing the right thing for customers truly sets us apart. Being named Customer Champion of the Year by Insurance Times would inspire us to keep challenging industry norms, growing our business and innovating to deliver exceptional, compassionate service at every step.