Commercial Lines Insurer of the Year award win for Markel’s claim team

Markel’s claims team took home the Commercial Lines Insurer of the Year award at last night’s British Claims Awards. A fantastic achievement and one that we are immensely proud of.

The award focused on how the team is delivering an excellent claims experience, what it is doing to improve the claims function and how it is fighting fraud.

Central to the entry itself was the team’s proven reliability, care and joined-up offering. They operate with the customer at the heart of their strategy with direct access to claims handlers that are empowered to pay, not repudiate, claims.

Claims handlers in the Prompt Resolution Team are there to pay simple claims quickly and have an authority to settle those up to £50,000. This gives more time to senior handlers in the Complex claims team, who have authority of at least £100,000. Only claims managers are able to repudiate claims and anything over £50,000 must be assessed by the head of insurance claims.

The team is organised into care, property, construction and liability experts and supported by our specialist in-house law firm, Markel Law and, for care-related claims, Markel Care Practitioners. This structure ensures that customers with complex claims are dealt with by experts in the relevant field.

Fraud is an ever-present challenge and, with the help of our Special Investigations Unit colleagues in the US, we are implementing a robust series of measures that will improve how we identify and tackle activity of this kind.

The team continues to demonstrate excellence with an NPS rating of 65—rated as ‘Excellent’ and one of only four providers to reach this standard according to BIBA—and a five-star rating in the past six years in the Insurance Times broker survey.

We are delighted that this exceptional team continues to be recognised for the service it provides to customers and brokers.