The Plan Group bicycle insurance claims team has won Claims Team of the Year at the 2021 Insurance Times Claims Excellence Awards for improvements to the bicycle claims experiences for Yellow Jersey and Pedal Cover customers.
The annual Claims Excellence Awards recognise companies who are offering the very best experiences for customers, developing technologies to better advance claims management and championing their customers.
Gary Simmons, a member of the judging panel, senior vice president and head of claims at Lockton said: “The judges were impressed with The Plan Group’s passion, innovation and strong customer service ethos. Their presentation showcased tangible impact and impressive evidence of success.”
Tom McMorrin, product manager at The Plan Group, said: “You can have a slick website, effective marketing campaigns and a friendly and helpful customer support team however, only when a customer submits a claim do they find out if the policy they paid for was really worth it. In 2019 we decided to in–house our entire claims function giving us, the cycling experts, complete autonomy of the settlement process. We are delighted that our hard work over the past two years has been recognised by winning the Insurance Times Claims Team of the Year.
“We have a simple policy at The Plan Group: to only hire people who love cycling, to put our customers at the heart of everything we do, and to support the bike industry as best we can. Our customers give us amazing feedback online, via email and even in handwritten letters, which is a true testament to our team’s determination to rewrite the stereotypes of insurance claims practices.
“We’ve set up over 100 trade accounts with the industry to supply parts to customers, providing custom builds wherever required. Paying cash in a time where bike stocks are already low doesn’t help anyone. We’ve also worked hard with our underwriters to fine tune our policy wording, making it as easy as possible to understand, ensuring we can pay as many claims as possible.”
After adapting its claims to suit the pandemic, last year saw Yellow Jersey add cover for bike couriers to its Ultimate Bicycle Insurance Policy, meaning that couriers who choose an Ultimate Bicycle Insurance policy would be able to insure all bikes in their household on the same policy in order to take advantage of Yellow Jersey’s 60% multi bike discount.