Winners at the British Insurance Awards

This month saw the British Insurance Awards hosted at the Royal Albert Hall, London. We came away with an award win, in conjunction with our partner, Caravan Guard - a huge achievement for our teams!

Caravan Guard are one of the UK's leading specialist insurance brokers for motorhomes, campervans and caravans. Together, we've been recognised with a Customer Experience Award as a result of the support we give to thousands of customers across the UK with specialist products and services tailored to their needs.

Stand-out recognition from the judges

The award win recognises the work delivered through our partnership with Caravan Guard, to improve the experience of caravan and motorhome customers across the UK. Some of the improvements recognised by the judges included:

• Faster underwriting decisions
• Greater authority for advisers to resolve customer queries first time
• Enhanced digital claims capabilities
• Better customer guidance and educational content
• Improved support for both new and experienced motorhome owners

The work delivered strong outcomes for all parties, and satisfaction scores have been noted across claims, customer interaction and customer retention, as well as a high number of enquiries being handled within SLA (service level agreement) timeframes. 

Recognising strong collaboration

One of the key strengths highlighted in the award submission was the close partnership we have with Caravan Guard, with our teams working toward a shared goal: delivering a better experience for customers at every stage of their journey. 

Improving customer experiences at scale requires expertise, collaboration and a constant focus on finding better ways to serve customers. 

We'd like to congratulate everyone who contributed to this achievement and award.