WINNER: Countrywide Hearing Ltd

What key achievement did your entry highlight?

Countrywide Hearing are proud to have developed a claims management service that balances the needs of both insurers and their customers. We developed the UK’s only bespoke hearing aid validation tool which allows insurers to appoint us at FNOL, to validate accurately and provide significant savings vs cash settlement. The validation tool simplifies the claim journey, allowing time for one to one claim support with potentially vulnerable customers. Our specialist team and experienced network of Audiologists established an unrivalled and comprehensive replacement solution included in the replacement cost, comprising of unique services such as free home visits and lifetime aftercare.

Can you share data or testimonials to back up your bid to win?

In 2019 we helped over 5000 customers, validating 95% claims within 24 hours. Our average saving per claim was £403 vs our competitors.

Don’t just take our word for it though! 99% of customers rated us ‘excellent’ in 2019, and 90% would renew their insurance based on our service.

“The audiologist was excellent, a credit your establishment. Thank you for handling it all for me so swiftly, I’m 90 years old and at last have a hearing aid which is first class”

“Very Efficient. Replacement arrived exactly when said and the audiologist was friendly and knowledgeable’

What sets your firm apart from the other shortlisted contenders?

We appreciate the excellent work our contenders are doing digitally to improve the journey of home insurance claims, but Countrywide Hearing aim to be different because not all claims can be handled in the same way. We have blended unique claim management technology with high quality specialist care. Our bespoke tool offers quick and comprehensive claim validation at competitive costs for our insurers, without compromising the provision of one to one expert support for their customers. We listen to our customers and provide an exclusive range of benefits to improve not only their claim journey, but their overall hearing experience.

How will you celebrate if you are the victor?

Winning this award would a huge achievement and we would celebrate with our whole team! We have worked very hard to achieve our goals, and recognise that our success lies with our team of specialists. We are still a small company by comparison and appreciate that we couldn’t provide the high level of care that we are known for without the commitment of each individual, from claims handlers to audiologists, accountants to IT specialists! Winning this award would provide welcome recognition within the insurance community, enabling us to improve and expand our offering to new partners and their customers.

Digi2L (A Rightpath brand)

What key achievement did your entry highlight?

The founding of Digi2L is a direct and pro-active response to insurers' requirements for relevant, practical and insightful digital strategy. Combined with the capacity to deliver bespoke solutions that challenge the standard online claims management model for best-in-class results. In the past 12 months, Digi2L has delivered on this promise with the rapid deployment of a bespoke claims portal with accurate automated validation in just 7 days, Structured Document Upload; a ground-breaking new approach to claim evidence submission, and the creation of an innovative travel claims video guide concept.

Can you share data or testimonials to back up your bid to win?

The bespoke portal saw 60,000 claimants register their claim within the first 24 hours, receiving over 1.5 million page hits in total.

Structured Document Upload; proves far greater claim status transparency to the claimant, and helps reduce unnecessary claim handler fees for the insurer.

What sets your firm apart from the other shortlisted contenders?

What sets Digi2L apart as a comprehensive product solution for insurers is an in-depth knowledge and passion for both claims management and new technology. Specifically, this enables Digi2L to apply insight into how both subjects can be combined for the benefit of both the customer and insurer, and to redefine the claims process. This is further supported by a proven track record in the delivery of added value features that extend beyond the standard claims management model.

How will you celebrate if you are the victor?

Digi2L are currently working on further innovative enhancements to challenge the standard online claims management model and to assist insurers with efficiency and cost-saving new features. If we are successful chosen as winners of the Insurance Times Claims Excellence Awards ‘Claims Product Solution of the Year’ category we will likely channel that considerable excitement back, as renewed energy, to deliver great results on our clients’ behalf.