AIG UK colleagues felt especially privileged to be honored with Insurance Post’s Commercial Lines Claims Team of the Year award in June “because the messages that resonated with the judging panel were not a one-time initiative or project related. They described the DNA of AIG Claims: our expertise, the protection and support we deliver to clients, the ambition of our people to learn and develop, and the focus we have on delivering accurate and timely claims outcomes for our clients,” says Andrew Walker, Head of Casualty Claims, AIG Europe Limited. “Simply put, the award recognizes the extraordinary nature of the work that the Claims team does every day.”

The first class service that AIG UK’s Commercial Claims team delivers is highly rated by clients and reflects an increasing focus on customer service. AIG UK has transformed the claims handling process by:

  • Creating a claims structure that is specialized by line of business and segmented by severity.
  • Engaging and empowering claims colleagues through initiatives such as the Casualty Development Framework, Major Loss Academy, Aspiring Leaders Campaign, and Claims University.
  • Instituting a communication process with clients and brokers throughout the claims lifecycle – whether the Casualty-specific Key Client Initiative or the cross-lines Client and Broker Advisory Groups.

Commenting on the team’s success, Anthony Baldwin, CEO, UK and AIG Europe Limited, says, “Every AIG insurance policy is underpinned by our claims promise to stand by our clients, before and after a loss, no matter how big or small, and no matter where in the world they might be. Our claims teams are admired throughout the industry for their commitment to our customers, and this recognition is a further testament of that commitment. When our customers entrust us with their risks and their losses, it’s a responsibility we shoulder proudly."