AIG has won the Sue Ronai Memorial Excellence in Claims Award for a second consecutive year.

The award is presented by Austbrokers Phillips, based on staff votes against claims service criteria. Australis Underwriting came second this year, followed by NTI.

“Since we started this award five years ago our voting summary has demonstrated the standard of claims service from the insurance industry has increased significantly,” Austbrokers Phillips director David Keys said.

“Many insurers now have designated claims troubleshooters or customer care managers, which is a great initiative from those particular underwriters.”

The award honours Sue Ronai, who died of cancer in 2007. She spent most of her career working in claims at companies including Zurich and Austbrokers Phillips, plus several years in recruitment at DLA Consulting.