Customer Champion of the Year
This category is designed to recognise projects that have resulted in measurable improvements to the end-customer experience, in any business line.
Entrants may have introduced new technology into processes to put the customer at the heart of what they do, given customers fast, accurate ways to report claims, or invested in customer education to support their decision-making. Entrants were expected to demonstrate their outstanding commitment to the end-customer.
All the finalists are listed below. Use the links to find out more from the entrants who have answered our series of Q&As.
AllClear Insurance Services
Carrot Insurance
Club Insure & NDML
FSB Insurance Service
Lockyers
Carrot Insurance
What key achievement did your entry highlight?
Our achievement highlighted the continued support we have given to policyholders during the COVID-19 outbreak and how showed how we went above and beyond to make sure our customers felt reassured and happy. It’s at the heart of the Carrot proposition to reward customers for driving safely – and we thought it apt to use the power of reward to encourage customers to abide by Government guidance and stay at home during lockdown.
Can you share data or testimonials to back up your bid to win?
“Customer service was quick and easy. Black box fitting was professional and extra precaution was taking due to the covid-19" - Review left by Sam on Reviews.co.uk “I like the way carrot insurance tries to encourage people to drive safely by giving out treats. I think this is a very good idea. I also like the format of the app, I think everything that’s included is useful in terms of knowing if you are driving safe.” - Review left by Sam Benger-Wells on Reviews.co.uk “Supportive during the Covid-19" - Review left by Thomas Tordoff on Trustpilot.
What sets your firm apart from the other shortlisted contenders?
Through a combination of telematics data, artificial intelligence and a little emotional intelligence, the Carrot Insurance business is proud of the contribution it has made to making life a little easier and less stressful for its customers during an unprecedented time in our history, along with making a small contribution to the Government’s ‘Stay Safe – Stay Home – Protect the NHS’ mandate.
Lockyers
What key achievement did your entry highlight?
Lockyers facilitated the repatriation of an individual from Africa back to the UK in the most challenging of times. The individual in question became gravely ill with COVID-19 while working in Africa in March 2020. The situation was exacerbated by the fact that our client had been admitted to a centre that was unable to offer the appropriate care. In short, our client’s physical and mental health was deteriorating rapidly. We had to deal with Government authorities, international organisations and UK insurers at the same time as lockdown and remote working came into force.
Martin Weaver-Parker and Shaun Mallia
Can you share data or testimonials to back up your bid to win?
“This story encapsulates everything that Lockyers and Ethos Broking aims to be – from protecting clients and going above and beyond working as a team, truly caring about the impact we can have on individuals and their businesses and maintaining community ties”.
Richard Tuplin, Managing Director, Ethos Broking
“The team is the heart of our business. I am proud of the Lockyers team for fighting so hard in difficult circumstances to achieve this outcome for our client. Our clients know Lockyers will go the extra mile for them – in this case it was over 4500 miles!”.
Martin Weaver – Parker, Lockyers MD
What sets your firm apart from the other shortlisted contenders?
The challenge was uniting the different parties to accommodate the urgent repatriation of the individual in a world with no rules to be guided by.
The team at Lockyers were determined not to take no as an answer – there was possibly a life at risk. The process of facilitation requires many skills, setting clear goals, flexibility, active listening, conflict resolution, clear communication to all parties, decision making. Knowing that they had the full support of Lockyers and Ethos Broking gave the team the confidence to really push hard to achieve the right outcome in the shortest possible time.
How will you celebrate if you are the victor?
Repatriation – the start of the journey to recovery - and possibly a life saved.
Our success in helping our client was a real morale booster for the Lockyers team at a time when the world was so uncertain and changing daily. We learnt that with perseverance and teamwork the seemingly impossible can be made possible even in the most difficult of circumstances. Winning this award would be a great end to what has become a memorable year in so many ways. The team will definitely be having a “virtual” celebration and raising a glass together.