C&C Claims Team Crowned Winners at National Claims Excellence Awards

Our in-house Claims Team set a high bar in their day-to-day dealings with clients and insurers. They don’t overly think about it – that’s just naturally the level they operate at. It’s the norm.

But every now and then, there are moments when all the hard work, dedication and commitment of a team are recognised on a national stage. Last Friday was one of those moments when our magnificent Claims Team was named Winner of the Excellence in Customer Care Award at the prestigious Insurance Times Claims Excellence Awards, held at The Brewery in London.

The award recognises organisations that consistently deliver outstanding service and support to clients at some of the most challenging times in their businesses. For a team that handles more than 7,000 claims every year and prides itself on putting clients first, it is an achievement that means a great deal but is entirely fitting.

The awards ceremony was made even more dramatic by the fact that C&C had been shortlisted in two categories: Excellence in Customer Care and Claims Team of the Year.

When the Claims Team of the Year category was announced and another finalist took home the top gong, there was naturally a sense of disappointment. Whilst reaching the final four in the UK, across two categories is a biggie in itself, the tension mounted as all hopes were then firmly pinned on our one remaining category.

Then came the moment.

Years of hard work, tireless dedication and tenacity of going above and beyond for clients had been recognised by one of the industry’s most respected judging panels
The award reflects the work and ethos of the entire Claims Handling Team, led by Claims Director Steve Lockey and Claims Manager Joe Fay, whose passion for client service has helped shape one of the most highly regarded claims teams in the UK broking market.

The judge’s citation noted: C&C demonstrated their commitment to maintaining quality as they scale through consumer metrics while remaining passionate, human and committed. Judges said the firm encapsulated what customer care looks like day-in and day-out and went the extra mile.

Steve Lockey, says: “This award means a huge amount to us because it recognises what we have always believed is the most important part of claims handling – looking after people. When clients come to us, they’re often facing a stressful and uncertain situation. Our job is to make that process easier, provide reassurance and fight for the best possible outcome. I’m incredibly proud of every member of the team.”

Joe Fay added: “To be recognised nationally for customer care is fantastic. The whole team works incredibly hard behind the scenes and always puts the client at the centre of everything they do. After missing out in the first category, there were definitely a few nervous faces around the table, so hearing C&C announced as the winner was a brilliant moment for everyone.”

The award is the latest recognition for a department that has become one of C&C’s defining strengths. With a dedicated team of 25 claims specialists and more than 200 years of combined C&C-specific experience, C&C’s claims proposition continues to set the benchmark for service, advocacy and client support.

Most importantly, however, this award belongs to the people who make it possible every day – the team members who challenge decisions, scrutinise policy wording, support their clients through difficult situations and consistently go the extra mile.

Congratulations to Steve, Joe and every member of the C&C Claims Handling Team on a truly outstanding achievement.

National recognition. Industry validation. And, most importantly, another reminder that exceptional customer care really does make the difference.