Since 2023, Laird has received more than 17 national industry award recognitions, as wins, finalist, shortlist or nomination places. Those recognitions span customer care, customer experience, workplace culture, employer excellence, engineering, AI, claims technology and support for the wider claims industry.
We are incredibly proud of that record, because taken together, these awards say a great deal about the business we have built. They show that we're recognised for innovation and technical capability, but just as importantly, they reflect the quality of our people, the strength of our engineering expertise and the care our teams put into every client and customer interaction.
For us, that human side of the business is central to everything we do.
Our clients rely on us to provide clear communication, sound engineering judgement and a consistently high level of service, whether insurers, accident management or motor traders. Their customers are often dealing with an unfamiliar and stressful situation; their car has been crashed, they (or their friends & family) may be injured or worse, so the way we communicate, explain and support them matters just as much as the technical work happening behind the scenes.
That is why we are particularly proud to have been recognised in categories such as Excellence in Customer Care, Best Use of Technology for Customer Experience, Best Workplace, Best Place to Work and Best Employer. These awards reflect the culture we have worked hard to create and the standard of service our teams deliver every day.
Customer experience starts with people
A good customer experience is built on trust, clarity and expertise. It comes from speaking to people who understand the situation, who can explain what happens next and who take ownership of the work they are handling.
Our customer care teams play a huge part in that. They are often the first point of contact, the people providing updates, answering questions and helping clients and customers navigate the claims process. Their role requires patience, knowledge and strong communication, and it is one of the reasons our service continues to stand out.
Our engineers are equally important to that experience. They bring the technical knowledge and professional judgement needed to make robust decisions, while also being able to communicate those decisions clearly. T hat combination of expertise and accessibility is hugely valuable to our clients.
The fact that Laird has been recognised both for customer care and for customer experience tells us that our approach is working. It also reinforces something we have always believed: the best service comes from giving good people the tools, support and freedom to do their jobs well.
A culture that supports great service
Our nominations for Best Workplace, Best Place to Work and Best Employer are especially meaningful because the experience of our team directly influences the experience we provide to clients.
We want Laird to be a place where people feel trusted, supported and able to contribute. Good ideas can come from anywhere in the business, and we encourage our teams to challenge processes, suggest improvements and look for better ways of working.
That culture has helped us build a team that cares about the quality of the work it produces and the way clients and customers are treated. It also means that innovation is part of everyday life at Laird, rather than something that sits separately from the rest of the business.
Our engineers, assessors, customer care teams, developers, operations staff and support teams all contribute to that environment. The awards and nominations we have received reflect their collective effort.
Engineering expertise at the heart of Laird
Laird is built on engineering expertise. Our assessors and engineers deal with increasingly complex vehicles, repair methods and technical systems, and that requires genuine knowledge and experience.
Modern claims can involve advanced driver assistance systems, electric vehicles, complex electronics, specialist materials and rapidly changing repair standards. Our engineers need to understand the detail, assess it properly and make decisions that are technically sound and defensible. That expertise is one of the foundations of our success.
It also gives us a strong base from which to adopt new technology. When we introduce AI, automation or new digital systems, those tools are being used by people who understand the subject matter and know how to interpret the information they are given.
That combination of experienced engineers and modern technology has helped Laird gain recognition across a wide range of categories, including Best Use of AI, Claims Technology of the Year, Excellence in Technology, Motor and Technology for Customer Experience.
Technology that helps our people do more
Laird has always been comfortable adopting new technology early. We have invested heavily in AI, automation and digital systems where we believe they can improve the way we work and the service we provide.
In 2024, that approach resulted in one of our proudest achievements when Nik Ellis was named Technology Champion of the Year at the Insurance Times Tech & Innovation Awards. Laird was also recognised in the same awards for Best Use of AI and Best Use of Technology for Customer Experience.
Our approach to technology is practical and people-focused. We use it to reduce repetitive administration, improve access to information, increase visibility and help our teams work more efficiently.
When automation removes a routine task, our customer care teams have more time to speak to clients. When AI helps an engineer find relevant information more quickly, that engineer has more time to apply professional judgement. When our systems provide better case visibility, conversations with clients can become more useful and focused.
This is where technology delivers real value for us, by strengthening the service our people are already providing.
More than 17 recognitions, one strong team
Looking across our awards history, the breadth of recognition is something we are particularly proud of.
Since 2023, Laird has achieved more than 17 national industry award recognitions that cover customer care, customer experience, workplace culture, employer excellence, artificial intelligence, claims technology, engineering-related innovation and contribution to the wider claims industry.
That range reflects the different strengths of our business, but the common thread running through all of them is our people.
Our customer care teams provide the personal support our clients and their customers value. Our engineers bring the expertise and judgement needed to make robust technical decisions. Our technology helps both groups work more efficiently and provides a smoother, more transparent experience.
We will continue to invest in new systems, AI and automation, because we see huge opportunities to improve the claims process. At the same time, we will continue to invest in our people, our engineering expertise and the quality of the service we provide.
That combination has helped Laird earn national recognition year after year, and it remains the foundation of how we want to grow.
