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Member Matters Issue #4, Sept 2023
September 19, 2023
Unimutual is committed to fostering a culture of continuous improvement to recognise excellence in Risk Management, Claims Management and Insurance/Protection Services. As a result, Unimutual has created the Unimutual Excellence Awards.
Members and service providers will have the opportunity to participate in the nomination process and be recognised for excellence.
The nomination process is easy – you can nominate yourself or a colleague, team or organisation. The winners will be announced at the Unimutual Conference in March 2024.
Download a copy of the 2023 Unimutual Excellence Awards Prospectus, or read further details below.
Award Categories
1. INSURANCE PROTECTION SERVICES
This award recognises individuals, teams, and organisations who deliver a seamless risk protection program to their institution.
a. Professional of the Year – Individual
- Service and Responsiveness: Delivering exceptional service quality, responsiveness, and attentiveness to the Members Risk Protection Program.
- Communication and Engagement: Effective channels of communication, actively engaging with stakeholders, and providing relevant and timely information.
- Continuous Improvement: A willingness to provide feedback for continuous improvement via Committees, Member Experience Surveys and/or emails.
b. Professional of the Year – Team/Organisation
- Service and Responsiveness: Delivering exceptional service quality, responsiveness, and attentiveness to the Members Risk Protection Program.
- Communication and Engagement: Effective channels of communication, actively engaging with stakeholders, and providing relevant and timely information.
- Continuous Improvement: A willingness to provide feedback for continuous improvement via Committees, Member Experience Surveys and/or emails.
2. CLAIMS MANAGEMENT
a. Professional of the Year – Individual/Team (Third Party Service Providers)
- Responsiveness following initial instructions.
- Ability to engage with relevant staff within the organisation, and to build constructive relationships over time.
- Timeliness in reporting to Unimutual and in acting upon instructions from Unimutual.
- Ability to manage expectations of the Member and, where relevant, their broker.
- Ability to assist with the resolution of contentious issues.
- Ability to produce concise, well written and informative reports.
- Ability to provide exceptional service to Members.
b. Professional of the Year – Individual (Members only)
- A positive and pro-active attitude towards the claims process.
- The ability to get things done within the Member and to assist with collating documents, etc.
- A sound understanding of the claims principles, or at least an open mind and a willingness to learn.
- An appreciation of the benefits of Unimutual as distinct from insurers.
- A positive response to any post-loss engagement.
3. RISK MANAGEMENT
a. Professional of the Year – Individual
- This award recognises individuals who have developed exceptional risk management strategies, solutions to complex problems, or innovative approaches that have resulted in an improved strategic, operational or project risk profile.
b. Team/Organisation of the Year – Team
- This award recognises teams or organisations who have developed exceptional risk management strategies, solutions to complex problems, or innovative approaches that have resulted in an improved strategic, operational or project risk profile.
Why enter?
Becoming a finalist and winning an award illustrates the highest standards of commitment to excellence in their field of expertise.
- Recognising individuals, teams and organisations achievements in service excellence and enhancing your reputation within the industry you work in.
- Enhancing your service excellence delivery in working with the broader community.
- Acknowledgement and recognition for the contribution you play within the industry you work
- Support Unimutual in building service excellence across its Member base.
Who can enter?
Unimutual invites all Members, and their Risk Management Teams, Claims Teams, Insurance/Protection Services teams and third-party providers to participate in the Unimutual Excellence Awards.
These prestigious awards recognise outstanding achievements in excellence exclusively for individuals, teams and organisations that are partners with Unimutual in risk management, claims management and Insurance/Protection teams. Join us in celebrating those who demonstrate exceptional dedication to delivering outstanding service in partnership with Unimutual.
The nominations can be submitted by individuals, teams and organisations. You can nominate yourself, your team or organisation, or other deserving individuals or teams and organisations and third-party providers.
In addition, Unimutual staff may nominate an individual, team, organisation or third-party provider for an award. (Note, a Unimutual staff member that nominates anyone for an award cannot be on the judging panel for that award).
Nomination information
All nominations from individuals, teams or organisations must be supported with a completed nomination form. You can include supporting documentation as part of your nomination including:
- 250-word executive summary,
- 1250-word submission demonstrating competence against selection & assessment criteria,
- 250-word additional comments.
Each nomination and supporting evidence must reflect performance from the 12 months prior to date of submission.
Nominations can be submitted online by 31 January 2024: Unimutual Excellence Awards - Nomination Form 2023
Any enquiries can be sent to tony.pescott@unimutual.com.au.
HELPFUL HINTS TO COMPLETE YOUR NOMINATION SUBMISSION
Whilst the criteria for success varies across the categories, nominations must:
- Provide a clear explanation of the individual, team or organisation, along with its achievements in risk management, claims management and Insurance/ Protection teams.
- Demonstrate a passion for exceeding service expectations and achieving excellence as an individual, team or organisation including the positive impact you had within the business and Unimutual.
- Provide an accurate description of the breadth and depth of activities and/or contribution.
- Show the effectiveness of people and activities (e.g., what results have been delivered by the nominee and their work?)
- Demonstrate continuous improvement for the ongoing management of your award category.
KEY DATES
|
6 November 2023 |
Nominations Open |
|
31 January 2024 |
Nominations Close |
|
5 February 2024 |
Judging Commences |
|
16 February 2024 |
Judging Concludes |
|
19 February 2024 |
Winners Notified |
|
March 2024 |
Winners Announced at the Unimutual Conference |
AWARD RECOGNITION
Paid flights, accommodation and registration to the Unimutual Annual Conference for an individual winner or 50% discount on conference tickets for each member of a team (maximum of four team members)
- The Unimutual Service Excellence Award Trophy and Certificate
- A 10-min presentation at the Unimutual Annual Conference (Optional)
- An interview and profile in the Unimutual CEO Connect and Member Matters (Optional).
JUDGING CRITERIA
Insurance/protection Services
- Service and Responsiveness: Delivering exceptional service quality, responsiveness, and attentiveness to the Members Risk Protection Program.
- Communication and Engagement: Establishing effective channels of communication, actively engaging with stakeholders, and providing relevant and timely information.
- Continuous Improvement: A willingness to provide feedback for continuous improvement via Committees, Member Experience Surveys and/or emails.
Claims Management
- Timeliness and Responsiveness: Prompt and efficient handling of claims, ensuring timely resolution and effective communication with stakeholders.
- Accuracy and Fairness: Fair and objective assessment of claims, ensuring accurate evaluation, documentation, and appropriate compensation.
- Customer Experience: Providing a seamless and supportive claims experience for Members, focusing on empathy, transparency, and satisfaction.
Risk Management
- Risk Assessment and Mitigation: Demonstrated ability to identify, assess and proactively mitigate risks effectively. Managing infrastructure, project, operational and research risks.
- Risk Strategy and Planning: Development and implementation of comprehensive risk management strategies and plans tailored to the organisation’s needs. (ERM, BCP, Supply chains)
- Compliance and Regulatory Adherence: Ensuring compliance with relevant regulations and industry standards in risk management practices.
- Continuous Improvement: Evidence of ongoing evaluation, refinement and enhancement of risk management processes based on feedback, lessons learned, and emerging trends.
JUDGING PROCESS
Nominations will be screened by the Unimutual assessment panel. This panel will typically be made up of the:
- Unimutual CEO
- Independent Unimutual Board Members
- Selected Unimutual Managers.
INFORMATION
Confidentiality
All nominations will be reviewed in strict confidence.
No appeals
The decision of the judging panel is final, and no correspondence will be entered into.
We welcome your feedback. For any comments or questions, please contact Service@unimutual.com.au
Download a copy of the 2023 Unimutual Excellence Awards Prospectus, or read on for details and access the Nomination Form.
