TOP TIPS FOR ENTRIES

⚓ Anchor everything to the criteria

Use the judging criteria as your brief and reference them throughout your submission.

Every statement, example, and piece of supporting evidence should clearly demonstrate how your customer care work meets — and exceeds — each requirement.

If the criteria ask for evidence of complaint resolution, empathy, or response times, make sure those exact themes are named and addressed directly, not left for judges to infer.

 Tell your story

Craft a compelling narrative that explains why you've entered this category and what makes your customer care journey worth recognising.

Walk judges through the challenges you've faced — whether that's rising claim volumes, vulnerable customer pressures, or shifting consumer expectations in the protection and health insurance space — the milestones you've reached, and the tangible difference you've made to policyholders' lives.

Write in plain English: avoid insurance jargon and internal acronyms, and remember that the most powerful entries are the ones that make judges feel the human impact of great customer care.

 Emphasise what sets you apart

This is where good entries become winning ones.

What does your customer care operation do that others in the protection, health, or life insurance market don't? Perhaps you've introduced specialist support for vulnerable customers, built a dedicated bereavement team, reduced claim decision times in a measurable way, or redesigned your complaints process around the FCA's Consumer Duty principles.

Be specific about the problem you identified, the action you took, and the outcome you achieved — and be honest about why it goes further than what your competitors are doing.

 Supporting documents should help, not hinder

If you're referencing a customer feedback survey, link directly to the relevant findings. If you have call recordings, written commendations, or regulator correspondence that supports your case, make them easy to navigate — don't drop judges into an unstructured folder.

Consolidate multiple links into a single, clearly labelled document.

Use short customer quotes, infographics showing service trends, or screenshots of positive feedback to bring your claims to life.

Curate ruthlessly: one genuinely moving testimonial from a bereaved policyholder will outperform ten generic five-star reviews.

Why enter?