At the Insurance Times Claims Excellence Awards 2017 Canopius won the award for ‘Customer Care Initiative of the Year’, alongside Davies Group and Park Home Assist Insurance Services. The prize was given for a partnership initiative between them to turn around a park home scheme that was not operating as successfully as it should have been.
The three companies collaboratively devised a new strategy which focuses on staff training, top-class customer care, and empathy and awareness of the concerns experienced by a largely over-70s customer base. This resulted in customer complaint ratios decreasing to less than 1%, post-claim retention rate rising to 99%, and customer satisfaction rates pulling in a NPS of 80+.
Fiona Sperry, Head of Claims at Canopius, said, “We are excited to have won the award for customer care initiative of the year alongside Davies Group and Park Home Assist. Our work on the Park Home Assist strategy included implementing the Canopius PACE (Partnership, Accessibility, Culture and Efficiency) and Davies Group’s Big IDEA cultures. I’d like to give a special mention to Tony Scott and Tom Paddison who were both key drivers of this achievement. The results of the new strategy speak for themselves and go a long way to show what a positive impact new culture can have. Thanks to Insurance Times for this accolade.”
Posted on 5th October 2017.