Carole Nash stakes claim at Insurance Age Awards

Innovation and a commitment to service excellence have seen fast-growing insurance broker Carole Nash Insurance Consultants winning the Claims Initiative of the Year trophy at the prestigious Insurance Age Awards 2004.

The judges praised the Altrincham-based company for being “passionate about its customers and its claims service,” noting its introduction of “a number of innovative claims management initiatives in the past few years.” They cited the launch of its new ‘talking claims’ service as being key to its success at the awards, which were hosted in London by footballing pundits Mark Lawrenson and Ray Stubbs.

Talking claims removes the need for Carole Nash motorcycle policyholders to wait for a claim form to be sent to them, which they must complete and return. Instead they can call a dedicated number to give details of their claim, which are then entered straight on to a claim form. Copies of the form are then sent electronically to the underwriter and by post or email to the policyholder. The service dovetails with previous initiatives, such as the creation of a national repairer network and uninsured loss recovery service to provide an integrated claims management facility.

These have enabled Carole Nash to cut claims settlement times by two-thirds whilst also improving customer service through the introduction of courtesy motorcycles and other initiatives such as removal of the need for policyholders to provide three independently-sourced repair quotes.

Commenting on the award, Carole Nash’s Technical Development Director, Malcolm Nash said: “We are delighted that the significant investment we have made in enhancing our claims management service has been recognised by our peers at these awards. Too often people view insurance only in terms of the pounds, shillings and pence of premiums, but providing an excellent claims service is just as important as providing good value. People buy insurance for peace of mind so the sensitive, swift and professional handling of claims is vitally important.”

The award is the latest of many bestowed upon Carole Nash which is the UK’s market leading motorcycle insurance specialist and has successfully expanded into the classic and mainstream car sectors. Last year it took the Training Award and Personal Lines Broker of the Year trophies at the British Insurance Awards.