In a month which has already seen BGL Group’s contact centres named best in Europe, the business, a leading digital distributor of insurance and household financial services, is celebrating again after its Insurance Distribution and Outsourcing division picked up the award for Excellence in Motor Broking at the prestigious Insurance Times awards in London.
BGL provides car and van insurance to millions of customers across the UK through its own brands Budget Insurance and Dial Direct and via its partner business Junction, which supplies insurance through 14 household name partners including O2, Santander, Lloyds Banking Group, SunLife and Post Office Money.
The Excellence in Motor Broking award celebrated a year in which BGL has made it easier and more pleasurable for its motor insurance customers to do business with it, through a wide-ranging programme of customer-centred initiatives, including digital propositions, process innovation, customer rewards programmes and the introduction of speech analytics technology to monitor millions of customer calls. The resulting improvements have seen customer satisfaction – a key measure of how happy customers are with the service and products they use – rise to 94%.
The evening also saw BGL Customer Services highly commended in the Excellence in Training category. BGL has a dedicated learning and development team in customer services who deliver extensive face-to-face training, a dedicated phone app for all new starters and development programmes for new roles, as well as managing an online resource with over 400 training modules, videos, articles, audio books and activities which enables anyone to learn at any time, via any device.
The Insurance Times awards are among the insurance industry’s biggest and most prestigious, with over 1,000 people attending on the night. This year’s ceremony, held at the InterContinental O2, was hosted by comedian Kevin Bridges.
Peter Thompson, Group Director, Insurance Distribution and Outsourcing, BGL Group, said:
“We’ve got many years of experience of designing and managing motor insurance policies for millions of customers across the UK, both through our own brands Budget Insurance and Dial Direct and through 14 household name partner brands in our Junction partnership business.
“I’m absolutely delighted that we’ve been recognised for the excellence of the service we provide and very proud of the team, who have worked tirelessly to seek out areas where we can improve our service to customers, and delivered improvements quickly and effectively.
The Insurance Times judges said: “BGL has set the standard in motor broking excellence.”
Della Garmory, HR Director, Insurance Distribution and Outsourcing, BGL Group, said: “We were delighted to be highly commended in the Insurance Times for Excellence in Training. This award showcases our investment in training, talent retention and education of employees and is testament to the hard work and dedication of our fantastic learning and development team. I’m very proud.”