Excellence in Multinational Claims Management

Cross-border claims are complex and challenging, often involving a large number of stakeholders across international time zones and regulatory jurisdictions. This award recognises a customer-focused team who can, through examples of a response to a single event, or major issue or multiple claims, demonstrate high standards, robust processes and excellent communications that went over and above business-as-usual. They will be excellent relationship managers who manage claims resolution in a timely manner.  

The entry will demonstrate a commitment to continuous improvement in pursuit of delivering a great customer service. The winner of this award will be able to show how they’ve supported the client through the claims journey and surpassed expectations in KPIs and turnaround targets.  

Eligibility  

• This award is open to claims teams from either the UK, Europe or North America that are responsible for managing claims for international/multinational clients. 
• Multinational teams can also enter their claims colleagues.  
• Entries must demonstrate evidence from the last 12-18 months, up to the awards deadline. 

Criteria 

Ambition  

• Who is being recognised in the submission - please detail the people and their roles.  
• Clarify whether the submission is based on a response to a single event, or major issue or multiple claims. 
• Detail any further information about the specific challenge/s faced in the last 12-18 months faced by the team – including any specific business information that provides useful context. 

Excellence 

• How did the team tackle the challenges faced through this case study/ies. 
• In what ways was this an outstanding performance and example of excellence.  
• How did the team support the business needs over the last year, how has it been flexible to adapt and innovate to deliver excellence. 

Innovation 

• Examples of how the team has shown creativity and agility to find solutions to complex challenges.  
• What changes to process or approach have the team introduced that will set future standards for the business. 
• Detail any examples that demonstrate how the team has embraced innovation to enhance the claims management process. 

Customer Focus 

• How has the team demonstrated an exceptional commitment to meeting client needs. 
• Examples to show how they have developed effective client relationships that have impacted positively on the business. 
• Illustrate how the team strengthened good outcomes and/or improved the experience for customers. 

Impact 

• What impact has this team made on the business in terms of client retention, claims resolution – please detail any relevant performance KPIs that demonstrate these outstanding achievements. 
• Please share any relevant partner or client testimonials that support the relationship management and client servicing capabilities of the team. 
• Why does the team deserve to be recognised for this award this year over other years; what do you think should make them stand out from other entries.