Claims Service of the Year - Moorhouse Group
The judges praised the Moorhouse Group's 'proactive' actions in taking all of their claims operations in-house, as this was 'going against the grain' in the industry as a whole
The Moorhouse Group, the Caerphilly-based commercial lines broker, which had always outsourced its claims operation, took the bold decision in 2002 to take the whole process in-house. This was a major challenge for the broker, but it felt it had to act following service concerns - with some 1,300 pending enquiries not being managed promptly.
Wendy Johnston, a claims manager with 16 years previous experience at insurer Axa, was put in charge of the operation, and was able to rapidly clear the
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