COVER Customer Care Awards 2020 | Incisive Media | 24 January 2020 | TBA, London, UK

At the heart of every policy is a human being, so once again these awards will celebrate the best examples of excellent customer service shown by providers operating within life, protection and health insurance, as well as associated technology firms and third-party services.

Which providers have gone the extra mile in recent times to ensure claims are paid, fast and efficient services are provided and caring support is given to individual people and their families - often through advisers - at critical times of need?

Serving as a sister to October's industry-wide COVER Excellence Awards, which focus mainly on product development and overall quality, the Customer Care Awards provide a chance to represent the ‘unsung' heroes working across our industry. The claims handlers, underwriting teams and online services; the intermediary support and marketing individuals truly making a difference behind the scenes at insurers and service providers.

Operating as submission-based awards only this year, this year there are 12 awards aimed at companies and four open to individual applicants, including the coveted Protection and Health Leader trophy and Young Insurance Person of the Year prize.

Geared mainly towards highlighting the support insurance providers give advisers and their clients, the Awards were open to all firms operating within life insurance, protection and health as well as third-party providers.

2020 Categories
PROVIDER CATEGORIES
• Best Intermediary Support Team
• Best Marketing Team
• Best Online Service Team
• Best Claims Management/Claims Team
• Best Underwriting Team
• Best Business Development Team
• Best Health Insurance
• Customer Service 'Above and Beyond'
• Best Added-Value Customer Service (Third Party)
• Best Tech Service (Third Party)
• Best Mental Health Support Service
• Best Health and Wellness Offering

INDIVIDUAL AWARDS
• Best Protection and Health Leader
• Best Intermediary Support Individual
• Young Insurance Person of the Year
• Outstanding Customer Care Individual

2019 Winners

Best Added Value Customer Service (Third Party)
Winner: RedArc

Best Business Development Team
Winner: L&G

Best Claims Management Team/Claims Team
Winner: Aegon

Highly Commended: The Exeter
Best Health & Wellness (Group)

Winner: VitalityHealth
Highly Commended: Health Shield

Best Health & Wellness (Individual)
Winner: VitalityHealth

Best Intermediary Support (Individual)
Winner: Suzanne Burt, Aviva
Best Intermediary Support (Team)

Winner: AIG Life
Highly Commended: Scottish Widows
Best Mental Health (Group)

Winner: RedArc
Best Mental Health (Individual)
Winner: Square Health

Best Underwriting Team
Winner: Old Mutual Wealth
Highly Commended: The Exeter

Young Insurance Person of the Year
Winner: Eryn Sergeant, Cirencester Friendly
Highly Commended: Charlie Shearman, British Friendly

Best Marketing Team
Winner: British Friendly
Highly Commended: VitalityLife

Best Online Service Team
Winner: Royal London

Best Private Medical Insurance
Winner: The Exeter
Highly Commended: Bupa

Best Tech Service
Winner: iPipeline
Highly Commended: LifeQuote

Outstanding Customer Care (individual)
Winner: James Dungworth, British Friendly
Highly Commended: Kristie O'Donovan, Unum

Customer Service Above & Beyond
Winner: The Exeter
Highly Commended: Scottish Widows

Best Protection Leader
Winner: Steve Casey, Square Health