Winner
British Claims Awards, Outsourced Partner of The Year, 2021
Sedgwick UK, insurance claims handlers
A six-piece portfolio of work from subsistence letters, business interruption, the first ever electronic notification of loss, major peril handling, and more.
Tactical work
- Subsidence – (Tree removal letter +23% increase in-bound positive calls, -24.5% reduction in time to conclude a case, and more – Copy, design, 1,000s controlled on a 6 month trial)
- Business interruption – (~10,000 claims handled with value of ~ £106 million)
- Commercial SME tool theft claims – (Chase-up communications from customers, -14% reduction of inbound calls & emails, subject heading in emails, controlled trial)
Systemic/ systems work
- Home claims: EoW; Fire – (Insurance claims handling, +30% increase in customer satisfaction,
-75% reduction in complaints, -10% reduction in claimant effort, -58% reduction in time to conclude case – Playbook, copy, design, pathway, 1,000s controlled 6 month trial) - New home claims partner – (Sedgwick & John Lewis: The first ever online customer insurance claim (ENOL) & payment to reduce costs)
Fundamental / across the business
- Vulnerable customers communication redesign – (Vulnerable insurance customers comprehension up 10.9% when distracted, 11.5% up for follow-up – 1,200 surveyed, copy)
See select case studies in our design for behaviour change portfolio.
“This award goes to both @Sedgwick and @HuntingDynasty, for recognising that customer communication could be improved, investing in a programme that actively sought to rectify the issues, and the execution of the programme itself.” #BCAwards #Insurance #InsuranceClaims
— Claims Media (@ClaimsMedia) September 9, 2021
Winner
Claims Excellence Awards (Insurance Times), Claims Services Solution of the Year, 2021
Sedgwick UK, insurance claims handlers
A six-piece portfolio of work from subsistence letters, business interruption, the first ever electronic notification of loss, major peril handling, and more.
See select case studies in our design for behaviour change portfolio.
Finalist
British Insurance Awards, Outsourced Partner of The Year, 2021
Sedgwick UK, insurance claims handlers
A six-piece portfolio of work from subsistence letters, business interruption, the first ever electronic notification of loss, major peril handling, and more.
See select case studies in our design for behaviour change portfolio.
Judges
RSA Student Design Awards, 2016
Sustainability category
The Royal Society for the encouragement of Arts, Manufactures and Commerce (The RSA) Student Design Awards challenges emerging designers around the world to tackle pressing social, environmental and economic issues through design thinking.
Finalist
Nudge Awards, 2017
Increasing in-home recycling using behavioural design
28% increase in domestic food waste collection – (suggests from 50% to 58-64%) – leaflets, stickers, 6x in-home interviews, 178 homes trial – Bristol UK
Read the case study for increasing in-home recycling.
Gold
Nudge Awards, 2015
DAS Legal Expenses consumer letter
The Nudge Awards are the world’s first award scheme for Behavioural Science. We won the only Gold prize awarded of all the 2015 worldwide entries in the retail category for our work on the DAS Legal Expenses Welcome Letter.
We increased comprehension of the DAS legal expenses welcome letter (ANOVA score of 6.9 versus 6.83) at the same time as we decreased the original 261-word letter to 91 words, while retaining the reading-ease above the Flesch-Kincaid threshold (of 45).
Deployment of this work to the resellers of legal expenses insurance affects a market of 500,000 policies per month – somewhere around 6 million per year. Every year from now on, millions of members of the public will be able to make a better-informed purchase decisions.
Key topics: Memory encoding and retrieval, (Short-term) memory capacity and chunking, Native language (L1) and non-native (L2) language processing, Schema, Narrative/elaboration, Cloze test, Flesch-Kincaid reading ease, Gunning fog index, Eigenvalues/factoring.
Read the case study for increasing comprehension.
Gold Retail Nudge Award goes to @DASLegalUK - well done! @oliverpayne #Nudgeawards #nudgestock #winner pic.twitter.com/vl4cdMN2I8
— Nudgestock (@Nudgestock) June 12, 2015
Finalist
Nudge Awards, 2016
Financial checklist
Behavioural checklist written and qual and quant tested for Behave.London
Finalist
AURA Insight Impact Award, 2016
DAS Legal Expenses consumer letter
Celebrating the best of insight talent for comprehension rewrites and testing – legal letter word count down 65% while retain comprehension & ease, 1,100 surveyed.
Read the case study for increasing comprehension.
Finalist
British Insurance Awards, 2016
DAS Legal Expenses consumer letter
For our comprehension rewrites and testing – legal letter word count down 65% while retain comprehension & ease, 1,100 surveyed.
Read the case study for increasing comprehension.
Nomination
Market Research Society, Best Contribution to Conference, 2011
Presentation on ‘Working with Behavioural Economics’
Market Research Society Annual Conference, on panel along with Unilever, and Birmingham Airport, showing how communications approaches and executions have changed for The Hunting Dynasty clients. This was followed by a lively 25 min Q&A from the floor of the packed auditorium. “…the judges have all been to dozens of MRS Conferences down the years that’s a high compliment.” Chair, Dr Nick Southgate.