Towergate Mardon wins Claims Service of Year Award
by Towergate Mardon 13 Sep 2011 16:56 BST
Boat insurance provider Towergate Mardon has picked up the Claims Service of the Year accolade at this year’s UK Broker Awards in association with Insurance Age magazine.
The firm’s outstanding claims service was officially recognised at an Award ceremony, held at The Brewery, London, on Friday 9 September, following scrutiny from a panel of judges.
Hundreds of brokers entered a range of categories, which as well as claims, included; personal and commercial insurance products, e-business, technology, customer service and marketing.
In its entry, Towergate Mardon explained how 90% of claims are handled in-house – unusual for brokers in this sector who usually delegate to third-parties. It also highlighted its simplistic processes, such as the use of electronic claims handling, incident-specific forms and emailing of payment authorities.
These initiatives coupled with staff training resulted in 98% of customers rating TM’s claims service as excellent, which in the judges’ opinion, placed the firm ahead of the pack.
Judges described the TM entry as a ‘simple story, well told with straightforward statistics to provide evidence of the strategy’s successful delivery’. They identified the winner as ‘a broker that seeks to understand their client’s passion and is willing to address their worries and concerns’.
For Managing Director Nigel Mills, Claims Service of the Year is the category to win as it recognises how the firm and those within the Towergate Insurance group continue to endeavour to deliver upon their insurance promise ‘to give help when and where it’s needed most’.
He comments: “We’ve always been very proud of our claims service and customer satisfaction rating and this Award confirms our position as an industry-leader. As well as giving us a confidence boost, it’s reassurance for customers that they’re in a safe pair of hands if they need to make a claim.”