Insurance Times Awards 2022: Policy Expert strives to deliver ‘first class insurance through cutting edge technology’

Explain briefly about your entry in the Excellence in Technology - Property Claims category.

As an insurance provider committed to making insurance simpler and easier, we knew the claims process was an ongoing source of customer frustration.

Too often, legacy systems mean policyholders have to rely on call centre opening hours, different claims handlers and even physical letters to progress a claim. So, we focused on speeding up claims resolution.

Our solution – a fully automated claims portal – was achieved by combining a technology-first mindset with a customer focus. The portal enables us to keep policyholders updated every step of the way, while also empowering them to manage their own claims.

This gives policyholders greater control and peace of mind.

What do you think makes your entry stand out or different from your competition?

Our entry stands out because it’s the first fully automated claims portal that seamlessly connects customers with our approved repair network.

It also allows customers to submit evidence to support their case 24 hours a day, track claim progress and communicate directly with Policy Expert.

Customer reaction has been excellent. Within three months of the portal’s launch, it was managing over 60% of our claims.

We’re also so confident in our repair work that this is guaranteed for two years – twice the industry norm.

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

Quite simply, winning this award would reinforce our commitment to delivering first class insurance through cutting edge technology.