Enter the 2022 COVER Customer Care Awards
Outstanding Underwriting Team
Over the past two years underwriting has come under closer scrutiny than ever before and access to insurance products so often hinges upon the decisions those in this area will make. Which team within an insurance provider is adapting its underwriting approach to ensure more people can get the right cover? Which team is adopting new technologies and pushing boundaries within their underwriting philosophies?
Outstanding Business Development Team
Protection and health insurance providers are consistently developing and innovating their products and services, but which business development team embodies the idea of expectation customer care? Which team is ahead of the pack in furthering its products and improving the lives of advisers I the process?
Outstanding Intermediary Support Team
Which team within a protection and/or health insurance provider has excelled in offering the best overall support to intermediaries to get clients the best possible service and outcomes? Judges are looking for evidence of solid internal processes, real-life testimonies from advisers and examples of best practice when assisting policyholders via intermediary channels.
Customer Service: ‘Above and Beyond’
Which protection and/or health insurance provider offers customer care and support that truly makes a difference to advisers and their clients? We are looking for the provider that goes the extra mile for policyholders as a matter of course, those going out of their way to pay claims seamlessly and provide added-value support to individuals and their families at times of need.
Best Mental Health Support Service
Which protection and/or health insurance provider offers the best mental health support to members of protection and health policies (group/individual)? Areas can include therapy, counselling, pathways, rehabilitation and signposting through corporate schemes, as well as technology and EAP solutions offered to employers and individuals to assist with mental wellness within the workplace or through individual policies.
Best Health and Wellness Offering
Which protection and/or health insurance provider has developed the best health and wellness offering for members of protection and health policies (group/individual)? Please consider the support provided to keep employees or individuals healthy through corporate or individual schemes. This can include the use of added-value health services, wellness apps, EAP and health & fitness campaigns raising awareness in the workplace. Rehabilitation - help back to work - is also relevant too.
Outstanding Marketing Team
Which protection and/or health insurance provider has the best marketing team that consistently puts the customer at the heart of their messaging? The judges want to see examples of exceptional standards in action, creative execution of sophisticated and impactful campaigns, and high standards of marketing materials provided to intermediaries.
Outstanding Claims Management Team
The claim is at the core of every policy and consumer trust hinges on the fulfilment of claims promises, timely assistance and sensitive support. Which team within a protection and/or health insurance provider offers outstanding claims management? We will be looking for details of processes in place to ensure claims are managed impeccably and what is being done to perfect the facilities available?
Outstanding Added-Value Customer Service (Third Party)
Which added-value third party provider offers the best service to customers and is most useful to advisers as well as the end customer? These could be nurse support services, second medical opinion providers, technology and healthcare specialists providing wellness and mental health support to individuals and their families.
Outstanding Case Study Success
Case studies are an opportunity for protection and health insurance providers to demonstrate how their offering, from underwriting right through to claim pay outs. We are looking for the provider with a client case study exemplifying quality service, support and customer outcomes at every stage of the client journey.
Outstanding Use of Technology
Which protection and health insurance provider has adopted technology as a means to improve their operations relating to how customers are treated? This could be through internal systems that improves underwriting decision times, using data to tailor service packages to specific client needs or implementing digital pathways that enhance the claims journey for policyholders.
Outstanding New Partnership
Which collaboration has furthered the offering of a protection and health insurance provider to new heights of customer care excellence? We are looking for new partnerships or collaborations between insurance providers and firms such as support or service providers, technology specialists or networks that can clearly demonstrate a positive impact for customer outcomes.
Young Insurance Person of the Year
Who is the most impressive individual working for an insurer under the age of 30? We want to hear about the achievements of protection and healthcare's exciting young talent. Please give examples of your progress during the initial stages of your career within insurance-related services, perhaps you've won awards or just already showing early signs of great things to come.
Intermediary Support Champion
Which individual within a protection and/or health insurance provider offers the truly outstanding support to advisers? Please give an insight into what you do, as someone working for a provider, to give personal, hands-on support to advisers - what makes you stand out as an intermediary support champion? Real-life testimonies and evidence of practical examples are of course very welcome.
Outstanding Protection and Health Leader
Of all the managing directors, chief executives and anyone in a senior leadership role working in the protection and health industry, who is making the most impact in the market? Those of you making waves on a regulatory or political level, lobbying for change, improving consumer trust and paving the way for better access to insurance should shout about it here.
Customer Care Champion
Which individual within an insurer is the one that provides truly excellent customer care that really makes a difference to advisers and their clients? The judges want to see examples of real-life cases and personal testimonies from advisers and policyholders highlighting how this individual goes above and beyond to provide the best possible support to people who need it.