Voted by UK brokers Sponsored by CCL UK Group.

We aim to make it our business to ensure that any claims are dealt with as quickly as possible, and winning this award is recognition of all the innovative and hard work of our claims people.

Making a claim is one of the most important contact a customer has with any insurer. Customers will only truly appreciate the value for money provided by their insurance company when making a claim, and Zurich has a long-standing reputation for claims within the industry.

This year has seen the launch of some outstanding claims innovations, including a Total Loss Replacement service for customers wanting to remove the hassle of finding a new car. At the point where a customer reports a total loss, we will ask them if they'd like us to help them to find a suitable car. If the customer opts to use the service, we contact the customer to understand the specific requirements for a replacement car and arrange to have it delivered.

Our commercial customers have just one number to call whenever they need to make a claim.

We understand that our commercial customers have different needs and our major customers are supported by a claims account manager, who assists the customer in managing their claims spend and ensuring they receive an excellent service from us.

Our rehabilitation initiatives are leading the way in the provision of innovative claims solutions.

We are changing conventional claims paradigms through the identification and delivery of appropriate treatment, thereby placing the injured person at the centre of our process. Our claims and medical staff work closely with all parties involved to achieve this.

We also never lose focus on delivering the basics - quality service when the customer needs it.

We have trained consultants waiting at the end of a phone, 24-hours a day, 365-days a year for you to notify about a claim. For example, in the case of our home insurance, we provide immediate access to a local tradesman across the UK.

We are very proud to have won this prestigious award.

Highly commended

Legal & General

We are delighted to have been nominated for this award, particularly as it has been voted for by brokers. The broker market is very important to Legal & General and we would like to thank everyone for the tremendous support they have shown over the last year.

Legal & General is constantly looking for ways to improve the overall broker experience. Initiatives such as a streamlined process for household claims, which saves time and paper; increased usage of the supplier network to enhance the customer experience and further improving claims handler expertise are all helping to deliver greater efficiency to the handling of broker household claims.

Results from customer research has shown that almost half of clients making a claim rated their 'overall satisfaction' with the service they received as 'ten out of ten'. This feedback helps us to understand customer service requirements and continually improve the service we offer brokers and their clients.


2004 has been a year of new developments for our claims department, with the implementation of new service processes and telephone systems, ensuring that we maintain our commitment to delivering a first class service to our customers.

As a customer focused company, we believe our in-house services enables us to provide speed of response, expense control and better communication.

Recognition of our success in this area is a testament to the professionalism and commitment of our staff.

High standards and speed of response are essential to meet constantly rising customer expectation. That is why our in-house services "OneCall" and "Assistance International", operating 24 hours a day, 365 days a year, have played such a key role in ensuring claims are dealt with as fast and efficiently as possible.

Investment in this area will continue through 2005 as we develop our claims processing systems.