Markel UK success at the Insurance Times Claims Excellence awards

Author: Markel UK

This tremendous achievement is one that we are all truly proud of and it was due to our claims team’s innovation and adaptability that firstly saw us win the Claims Service Solution Award.

Covid-19 created a denial-of-access nightmare for a 9,500-strong childcare membership group, rendering them unable to access workplaces or accept children into homes. The consequences for carers, children and parents was potentially devastating. In an incredibly short space of time, Markel built a claims automation portal and rapidly settled claims.

Design, build and delivery took just 22 days before going live and epitomised our Expect More promise to our customers. From the moment the problem was understood ensuring this client group received vital payouts was the number one concern. Working closely with the broker, the Markel team identified and implemented an outstanding solution.

Not only were business saved, but many key workers, including NHS and retail staff, who were required to continue to work during lockdown, still had child care solutions available to them as we did not abandon its customers in their time of need.

We then went on to win the prestigious Commercial Lines Claims Excellence Award. Since we’re always striving to be the most customer-focused, nimble and value-adding claims team in the UK market, we were delighted to have seen success in this category too.

We are here to settle claims as efficiently as possible so our policyholders can get on with their lives. And, by combining far reaching expertise with a desire to settle eligible claims as quickly as possible, that’s exactly what we do.

The steps we’ve taken as a business to enhance our claims capability, by restructuring our team and investing in our people has really paid dividend over the past year.

We set up our dedicated Prompt Resolution Team (PRT), where the objective was clear - fast settlement, with minimal hassle to the policyholder, whilst maintaining a high degree of personal service.

Complex claims are handled by individuals with extensive sector experience in our Complex Team. Claims handlers with over 10 years’ experience and our internal specialist lawyers are all part of the team, meaning we can ensure the appropriate expertise is allocated to each case. We also involve professional third parties to ensure they’re resolved effectively, where necessary.

This was especially important in the early stages of Covid-19, where our infrastructure allowed us to flex, be agile and respond to a huge surge in claims. The key was an urgency in planning and communicating, and maintaining a high-performing team, all while claims surged.

While other insurers were avoiding paying claims, Markel UK was proactively helping customers and actively paying all valid claims quickly. Supporting customers at this difficult time was seen as paramount. As a result of our claims performance during the pandemic, we saw a number of brokers moving books of business to us and away from insurers who were less supportive.

We are especially proud of our Markel UK claims team, despite a difficult and challenging year, we believe that we have a talented and resilient team of claims professionals. It’s not in our nature to stand still, the Markel Style demands that we are constantly innovating, creating, striving for a better way and that’s what we will continue to do.

Get in touch to find out how you can Do More for your clients and grow your portfolio with Markel UK by your side.