Markel wins 'Commercial Lines Claims Excellence' at Insurance Times Claims Excellence Awards

Markel is delighted to have taken home the 'Commercial Lines Claims Excellence' award at the 2024 Insurance Times Claims Excellence Awards. This accolade is in recognition of the 24 strong claims team whose unique blend of skills, knowledge and expertise put the customer experience at the fore.

Responding to a 44% increase in claims from 2021 to 2023, the team has restructured into specialised groups focusing on areas such as care, property, liability, and construction, which allows for more efficient handling of complex claims and places emphasis on personal communication and swift resolutions.

This award specifically focused on Markel’s distinctive care insurance claims service, that provides not only traditional property and liability claims services but also in-house legal support through Markel Law and access to Markel Care Practitioners (MCP). This holistic service is crucial for care providers dealing with complex issues such as Care Quality Commission (CQC) enquiries or inquests following a death in care. The integration of legal guidance and practical care expertise makes Markel a one-stop shop for all care providers' needs.

Care providers often face challenges related to funding, staffing, and regulatory compliance. During stressful incidents, such as patient deaths, Markel’s clients benefit immensely from direct access to Markel Law, which guides them through inquests and potential legal actions. This personalised support ensures expert assistance and significantly improves customer satisfaction.

Richard Napoli, Claims and Legal Services Director, UK, expressed his pride in the team’s achievements, "Markel is committed to the long-term success of the care sector, and I’m extremely proud of how our care claims experts, Markel Law and MCP have supported the sector through what has been a tumultuous couple of years for care professionals all over the country. By delivering specialist insurance cover with targeted people-first claims service and associated risk mitigation services, we are able to support the sector and provide a platform that highlights its key issues and exceptional work. This is something we as a business are extremely proud of."

Markel’s commitment to quality and customer satisfaction is also reflected in their top spot in the Insurance Times Broker Service Survey and the claims team’s five-star rating for six consecutive years. Despite challenging external forces, the team has maintained top-tier claims service, continuing to set the industry benchmark for excellence in the industry.