British Insurance Awards 2023

Winner

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The Risk and Resilience Award

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Despite encountering difficulties during the pandemic and rebranding in 2020, AbbeyAutoline remains committed to expanding its commercial lines business. In 2022, the firm saw notable growth in gross written premium for commercial lines, reaching £35 million, attributed to organic new business, improved recruitment, and its acquisition of the local commercial broker, BMG Insurance. AbbeyAutoline prioritised maintaining relationships with insurers and clients while focusing on employee development and positive work environments. It established a Connected Clients team which facilitated cross-selling efforts and tailored policy offerings. The company also launched the AbbeyAutoline Academy to provide employees with professional development opportunities. As a result, the firm achieved impressive retention rates, income growth and increased policy count.

Winner

Commercial Lines Broker of the Year – SME/Mid Corporate

Allianz recognised the importance of brokers as key distributors by understanding their expertise and value to customers. The firm aligned its business strategy to cater to broker needs and drive improved customer outcomes. Allianz used the broker channel to implement several initiatives, including partnering with Cytora for enhanced underwriting and customer service, introducing digital solutions for self-serve claims handling, launching a broker segmentation model, and investing in training and knowledge sharing. Additionally, Allianz refreshed fleet policies, launched an electric car charger inspection service, and supported solar power insurance customers through its partnership with Solar Energy UK. These efforts yielded positive results for Allianz, including significant growth in 2022 through broker collaborations.

Winner

Broker Partner of the Year

Aviva implemented a sustainability strategy to help the UK become the most climate-ready large economy by 2030 while promoting sustainability within the insurance market. The firm called on the UK government and financial system to act, advocating for binding net zero carbon targets, incorporating climate risks, biodiversity protection, and internal cooperation. Aviva actively participated in the government’s Transition Plan Taskforce. Aviva integrated net zero ambitions into its operations, supply chain, underwriting, claims, and investments. It achieved significant milestones, such as transitioning to renewable energy sources ahead of schedule, hosting Net Zero Supplier Summits, and divesting from companies heavily reliant on coal. The firm was a key advocate for climate action which led to the requirement for large companies and financial sector firms to publish transition plans. Aviva achieved its own targets, including renewable portfolio offsetting and meeting CO2 emission goals and ensuring renewable electricity for all offices.

Winner

ESG: Sustainability Initiative of the Year

Covéa implemented a robust D&I strategy that goes beyond gender equality. The company has created a safe and inclusive environment where employees feel valued and respected, regardless of their background, identity, or personal circumstances. Covéa's D&I strategy includes initiatives such as the Level 5 Women in Leadership apprenticeship and mentorship programmes, which support female advancement and enhance social mobility for individuals from black and ethnic minority backgrounds. The company also put in place anti-harassment and anti-bullying policies, collaborating with organisations like Business in the Community, Stop Hate UK and Stonewall to facilitate conversations on discrimination. As a result, Covéa has seen a significant increase in the percentage of women in the workforce and leadership roles. The company is committed to continuing its work on diversity and inclusion, believing that a diverse and inclusive workforce is essential for success.

Winner

ESG: Diversity & Inclusion Initiative of the Year

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Crawford & Company instigated a talent management and development programme to address the industry's recruitment challenges and the potential impact of retirements. The programme focused on upskilling employees, nurturing future leaders, and promoting professional qualifications. The firm has seen a high number of new hires, reduced turnover rates, increased uptake of professional qualifications, and improved employee engagement. The program has been successful in safeguarding Crawford & Company’s workforce and ensuring business continuity.

Winner

Professional Development Award

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Ellie Saunders, healthcare team leader at CFC, has dedicated much time and effort in expanding her knowledge of her specialist areas of medical malpractice, technology E&O, cyber, and general liability. Ellie successfully navigated the challenges posed by the Covid-19 pandemic, implementing effective pricing strategies, reducing acquisition costs, and collaborating with the claims department to identify emerging trends. Under her leadership, Ellie’s team became the fastest growing within CFC, contributing to the expansion of the digital healthcare portfolio. Beyond her professional accomplishments, Ellie mentors disadvantaged individuals through a social mobility charity and actively fundraises for a family support charity.

Winner

Young Achiever Award

Ellie Saunders

Beazley’s Cyber Catastrophe bond revolutionised the market using a technical investment instrument to provide cyber insurance for businesses worldwide. This achievement, three years in the making, improved access to cyber coverage and addressed the challenges of pricing and availability. Educating investors and funds about cyber risk remains a challenge. The bond’s flexibility allows for future growth in response to demand. Beazley received immediate support from major investors, securing $45 million in limit by January 2023. This ground-breaking solution represents a new generation of cyber insurance solutions expected to evolve with the market, impressing judges and voters alike.

Winner

Industry Impact Award

Enterprise Rent-A-Car prioritised the replacement mobility needs of the UK insurance sector, implementing strategies to ensure consistent supply. Due to limited availability in other markets, the firm extended its fleet's lifespan, provided vehicles to repairers and insurers and purchased used vehicles to maintain supply. Maintaining rate integrity with insurance partners, Enterprise expanded its workforce and branch network to enhance customer service. These efforts resulted in a 9,000-vehicle increase in average rentals to the insurance sector over 12 months. Customer service scores reached new highs, and first-party rentals rose significantly, reducing pressure on repair networks. Complaints related to vehicle rental remained below 1%, outperforming other supply chains. Insurers benefited from controlled indemnity spending, faster repairs, minimised total loss claims, and reduced environmental impact, as customers could avoid searching for new vehicles in a limited market.

Winner

Insurance Partner of the Year

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Johnny Timpson has made a name for himself campaigning to improve diversity within the insurance space. Johnny has done this through his participation in several major groups and organisations, including the British Insurance Brokers’ Association, the Chartered Insurance Institute and Cabinet Office, having been made the inaugural Cabinet Office disability and access champion for the insurance industry and profession. In recognition of his work, Johnny was made an officer of the Order of the British Empire in the New Year’s Honours List 2022, with his efforts as a “disability and access ambassador” and “for voluntary services to people with disabilities and to the financial sector” cited as contributing to the accolade. Not resting on his laurels, our personality winner has continued to make his mark over the subsequent 18 months, not least championing neurodiversity through GAIN, an industry-wide initiative seeking to positively impact lives and improve workplaces. Johnny has also joined the Consumer Duty Champion Forum which aims to support the sharing of ‘good practice’ more widely in the financial planning sector; and represents the insurance sector on The Prime Ministers Champion Group for Dementia Friendly Communities.

Winner

Insurance Personality of the Year

Johnny Timpson OBE

Aioi Nissay Dowa Europe was named as the greatest large place to work in this year's Insurance Post Best Insurance Employers Survey. This is a first win for AND-E in the Best Insurance Employer (Large) category, narrowly pipping Zurich to the post with QBE in third place. When asked to comment on what makes her company a great place to work, Gemma Robinson, people and culture director UK for Aioi Nissay Dowa Europe, said: “Over the last few years, we’ve not just talked about people first, we’ve shown our people they come first. “We have developed a truly connected community where everyone’s voice counts, and every voice is heard. “We have invested a huge amount of time and effort in ensuring that our people feel part of our journey and understand the part they play in our success.” There were a record number of respondents to this year's survey, with a total of 4,172 employees taking part from across the industry: 60% from insurers, 30% from brokers and 10% from managing general agents. Respondents worked in a range of roles, from C-suite to new joiners, although most were "at the coalface", describing themselves as employees (56.2%) with 25.8% holding management positions.

Winner

Best Insurance Employer: Large

Konsileo have been named as the greatest SME place to work in this year's Insurance Post Best Insurance Employers Survey. This year’s victory marks a hat-trick for Konsileo, which has previously won the Best Insurance Employer (SME) category in 2022 and 2020. In second place was NBS and third place is Flood Re. Prina Mashru, head of HR at Konsileo, said the insurance broker manages to stand head and shoulders above rivals to be named the sector’s best small employer to work because people appreciate the opportunity to be treated as trusted adults and do the job they love in their own way. She said: “For many, that’s a huge contrast to traditional broking roles, where they’re micro-managed and restricted by placement strategies. “With Konsileo they can pick their clients, really get to know them - and get the right protection in place. They can also pick their own team, tap into great expertise and support - and set their own hours. “That flexibility is another key piece of feedback about why people love Konsileo. They like that it doesn’t have to be a 9 to 5 job, and that they can flex their work around things like caring responsibilities and hobbies. “Konsileo wants people to bring their whole selves to work, because we believe that’s how they’re at their best.”

Winner

Best Insurance Employer: SME

Tracey Fisher, RSA Archive and Historic Records Director, has shown exceptional dedication to restoring RSA’s war memorials from the First and Second World Wars. Tracey spearheaded a three-and-a-half-year project to relocate and restore the memorials, making RSA the first financial services company to honour its fallen within the National Memorial Arboretum. In addition to her volunteer responsibilities, Tracey has worked at RSA for 38 years and passionately supports diversity and inclusion. Her efforts have increased employee engagement with RSA’s Armed Forces Employee Resource Group, and she goes above and beyond to research the individual stories behind the names of the memorials. Tracey’s commitment, hard work, and significant impact on preserving RSA’s history and honouring those who served make her a deserving winner.

Winner

Unsung Insurance Hero of the Year

Tracey Fisher

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Crawford & Company developed an automated livestock insurance claim service to revolutionise how claims are managed in the agricultural sector. The system, launched in 2022, offers a fully automated experience with real-time information, reducing the settlement process for high-volume livestock losses from over 40 days to just three minutes. This innovation addresses the challenges insurers face in accurately assessing and valuing insurance claims for livestock, given the volatile market conditions and rising costs in the agricultural industry. The system utilises artificial intelligence and live market data to evaluate liability, detect potential fraud, and determine the appropriate compensation for each claim. The system has significantly reduced the average claims processing time, benefiting farmers who receive compensation more quickly and efficiently. Additionally, the system has improved accuracy in livestock claim settlements compared to historical figures.

Winner

Claims Initiative of the Year: Insurance Partner

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The Faster Claims Payment (FCP) solution, developed in collaboration between Lloyd's and Vitesse, aimed to streamline insurance claim payments by consolidating funds and enabling direct payments to policyholders. Previously, approximately £1bn of claims funds were dispersed across multiple bank accounts, leading to payment delays. Lloyd’s and Vitesse’s FCP eliminates the necessity for individual funds held by administrators and facilitates faster payments in the preferred currency and method. The solution has successfully processed over £20m in costs through 7,000 transactions, benefiting underwriting firms and enhancing the customer experience. Payments related to Hurricane Ian were expedited within three days of notification, bolstering Lloyd's reputation.

Winner

Claims Initiative of the Year: Insurer

Lloyd’s and Vitesse

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Policy Expert committed to improving the customer experience, taking a customer-led approach to overhauling its processes. Through detailed market segmentation, the firm gained a profound understanding of customer needs. As a result, Policy Expert simplified the insurance purchasing process, reducing its online questionnaire by 50% without compromising accuracy. The firm also worked to improve customer engagement through targeted communications, resulting in increased interaction and open rates. Policy Expert’s self-service claims portal lets customers track their progress and communicate directly using technology like Facebook Messenger. This led to a 50% increase in five-star reviews for claims. The streamlined process significantly increased conversion rates, as customers were more likely to complete applications, and the portal now handles over 90% of claims. By providing intuitive solutions and reducing call volumes, Policy Expert further enhanced the efficiency of the claims process and enabled faster resolution of complex issues.

Winner

Policy Expert

Customer Experience Award

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As the primary cargo insurer for UNICEF and other UN Agencies, Aviva provides protection for the delivery of humanitarian aid and projects worldwide. Its policies cover an array of aid and equipment during transit and storage, without territorial exclusions. Aviva’s knowledge of the complex UK structure and jurisdiction issues allows it to develop tailored claims processes for maximum coverage and prompt fund disbursement. The firm addressed consumer needs for immediate funding following a loss, as UN agencies rely on advance funding from governments and donors. Aviva's insurance programme plays a critical role in enabling these agencies to fulfil their commitments in providing humanitarian aid, such as shelter, medical supplies, food and education, to vulnerable populations affected by conflicts, natural disasters, and pandemics.

Winner

Customer Care Award

In 2020, a fire broke out in a basement car park in London, causing extensive damage to multiple properties. Clear Insurance Group, Crawford & Company, Zurich, and Harris Balcombe demonstrated their “people first” approach and collaboration in their swift and effective response to the incident. Zurich provided policy cover within 48 hours, and the group decided to choose a sole contractor route, which sped up the rehoming of those affected. The response went above and beyond during lockdown, with repeat visits to provide reassurance and coordinate the claim. Crawford & Company provided alternative accommodations, funded property costs, and facilitated the removal and return of contents for leaseholders. The project was completed within six months, with regular meetings to ensure a comprehensive agreement on the work scope, preventing unforeseen costs. The involved parties demonstrated their commitment to putting people first, and their collaboration ensured that those affected by the fire could get back on their feet as quickly as possible.

Winner

Major Loss Award

Clear Insurance Group, Crawford & Company, Harris Balcombe and Zurich Insurance

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Winner

Managing General Agent of the Year

Ecclesiastical set out to address the need for a sustainable insurance alternative in the UK farming industry. Through collaborations with Rowett Insurance Broking Limited and carefully chosen broker partnerships, Ecclesiastical introduced AGRi Insurance, catering to farming activities and offering stability, expertise, and choice. The initiative resulted in £1.6 million GWP in the first year, with more than 2,000 individual farming customers served through a panel of over 30 brokers.

Winner

Specialist Insurance Company of the Year

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Ageas UK prioritised innovation in e-traded business and digital solutions, strengthening broker relationships and partnering with Amazon, Yoga and Marmalade to provide digital-first advantages. The firm also invested in core technical capabilities, such as its new pricing hub, Radar Live, which enables real-time pricing for broker Private Car. Ageas UK also created a vulnerable customers programme to address financial difficulty during the cost-of-living crisis and introduced self-serve options and digital interactions, such as eClaims and a Claims Hub, to reduce admin and wait times.

Winner

Personal Lines Insurer of the Year

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Zurich UK simplified its business, expanded its regional presence and empowered its expert underwriters to make quicker decisions. With 99% of its SME business being e-traded, brokers can trade via multiple channels. The firm’s mid-market underwriters respond quickly to business enquiries, with most SME self-serve referrals being addressed within 30 minutes. Zurich is committed to ensuring a sustainable future, introducing electric vehicles, implementing repair-over-replace initiatives and launching a carbon capture proposition. The firm also continues to foster long-lasting collaborative relationships alongside its broker Zurich Club Blue proposition.

Winner

Commercial Lines Insurer of the Year

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Partners& launched in April 2020 with the vision to provide high-quality insurance, risk management, and employee benefits advice while fostering a culture of partnership between its people, clients and ecosystem. Parnets& transitioned from a transactional model to an advice-led approach. The firm invested in its Financial Wellbeing proposition, launched new schemes and services, revamped the client journey, introduced the 'Partners& Difference' resilience model, established the Partners& Academy, and pursued blended growth through talent acquisition and mergers. As a result, Partners& transitioned from a start-up to an established, profitable growth business with improved client retention, revenue growth, and EBITDA. Client satisfaction scores and employee engagement remain high.

Winner

Partners&

Insurance Broker of the Year

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Aviva has been recognised for its exceptional efforts in two distinct categories in the 2023 BIAs: ESG Sustainability Initiative of the Year and Customer Care Awards, demonstrating its commitment to environmental responsibility and humanitarian support. Aviva has implemented a comprehensive strategy to make the UK the most climate-ready large economy by 2030. The firm advocates binding net zero carbon targets, incorporating climate risks, and promoting biodiversity protection. It also actively engages with government and financial schemes, even participating in the Transition Plan Taskforce. Aviva has also excelled in customer care as the primary cargo insurer for UNICEF and other UN agencies. The firm’s policies provide crucial protection for delivering humanitarian aid worldwide, covering various aid and equipment during transit and storage. Aviva’s deep understanding of the complex UK structure and jurisdiction issues enables the development of tailored claims processes, ensuring maximum coverage and prompt fund disbursement. Aviva’s dual recognition in these categories highlights its unwavering dedication to sustainability and customer care. Aviva sets an inspiring example for the insurance industry and beyond by championing environmental responsibility and facilitating humanitarian efforts.

Winner

General Insurer of the Year

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This year’s achievement winner Amanda Blanc began her insurance career in 1989 at Commercial Union, moving onto lead Axa's northern regional team of 470 staff, and then Groupama in 2003 as distribution and customer services director. From Groupama, Amanda turned to broking at Towergate in 2006, taking over as CEO of its UK broking division, and responsibility for 3,000 people in 60 locations. In 2010 she returned to Axa eventually holding the role of group CEO at Axa UK, PPP & Ireland before taking a wider role at the helm of Zurich’s European, Middle Eastern, African & Global Banking business. Having departed Zurich in the summer of 2019, Amanda racked up a notable list of NED roles including ERS and Aviva. The latter prompting former colleague Andy Homer to declare: “It’s coming home, it’s coming home, insurance is coming home.” And indeed, when the Aviva top job became available in the summer of 2020 Amanda’s career did really come full circle; progressing from becoming the first female branch manager at Commercial Union - to group CEO of the business that absorbed her first employer. Amanda would be worthy of the BIA achievement award for what she has done for her employers over her career. But a passionate advocate of the insurance sector, ESG and DEI she has done so much more, from taking on the CII presidentship in 2012, leading the Government’s independent review into flood insurance in 2020 and being appointed by the Treasury to the role of Women in Finance Charter Champion in 2021. And that is only scratching the surface of the achievements of the current Sunday Times business person of the year, to which we now add the BIA Achievement Award.

Winner

Amanda Blanc

Achievement Award

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In 2022, Castel aimed to achieve significant growth and establish itself as a leader in the MGA market. The company focused on attracting talented underwriters, expanding into new markets, and enhancing its reputation through corporate social responsibility (CSR) initiatives. Castel met its objective of 50% growth in GWP to £270 million by entering four new markets, including accident and health, renewable energy, North American professional liability, and sports and entertainment contingency underwriting. Its CSR initiatives included an 'Office2Office' charity bike ride, which brought together 40 riders from the insurance market and raised £350,000 for Cure Parkinson's.

On Wednesday 5th July over 1500 people gathered at the Royal Albert Hall for the 29th British Insurance Awards, the most prestigious and coveted prize ceremony in the market. Hosted by comedian Russell Kane, with music accompaniment provided by Mark DeLisser Singers and Big Ocean band, the event culminated in a hit strewn set from popular singer Sophie Ellis-Bextor which had the hall on its feet dancing until midnight. Here we offer an overview of the winners, all of whom were worthy victors in their categories, and a video offering a snapshot of the highlights from the evening. As ever the BIAs would not be what it is without the support of those who entered, attended and sponsored the event, so I’d finally like to say a big thank you to everyone who made it such a memorable occasion. Here’s to our 30th anniversary in 2024. Jonathan Swift, Content Director, Insurance Post and Chair of Judging Panel