Claims Service of the Year - Moorhouse Group

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