L&G has announced the winners of its 14th annual Business Quality Awards (BQA), held at One Moorgate Place in London yesterday.
Launched in 2011, the awards recognised the protection industry’s advisers and businesses who delivered exceptional levels of customer service and retention of business.
L&G received a total of 68 award entries across all submission-based categories.
New for 2025, the ‘Hero in the Middle’ category celebrated individuals who demonstrated outstanding dedication and contributions to the protection industry, often going above and beyond to support those that find themselves in extremely challenging circumstances.
Speaking at the event, Laura Mason, CEO of L&G’s Retail business, highlighted how the awards showcased intermediaries that are supporting customers through their claims journeys and health challenges, as well as those identifying and better serving vulnerable customers.
The keynote speaker was James Shattock, managing director of L&G’s Retail Protection business, while the guest host was actor and comedian Jon Culshaw.
Vikki Jefferies, market development director at L&G’s Retail business, hosted a panel discussion with LifeSearch CEO Debbie Kennedy and Stonebridge head of sales John Scrivens, exploring how understanding customer segments, leveraging data, and embedding a customer-first culture can drive more meaningful conversations on advice.
The awards were divided into two categories – submission-based categories and MI (management information data) categories – which were both independently assessed by L&G.
In the submission-based categories, The Mortgage Shop NI Ltd received Special Recognition in the Firms category.
SimplyBiz was awarded Special Recognition for Service Providers, while Mortgage Advice Bureau received Special Recognition in the Networks category.
Waddle Insurance won the award for Outstanding Customer Outcome in the 1 to 10 employees category.
Mortgage Group (NI) Ltd was the winner in the 11 to 50 employees category and Embrace Financial Services Limited received the award in the 51+ employees category.
In addition, Quilter Financial Planning was awarded Outstanding Customer Outcome in the Networks category.
The Hero in the Middle award was presented to Mojeed Odugbayi of Eminent Financial Ltd, Lisa Kelly of LifeSearch, and Kyle Fisk of Mojo Mortgages and Lifes Great Ltd.
Janine Byrne of L&G was named Best Supporting Account Manager.
In the MI-based categories, Chase De Vere won the award for Outstanding Performance. USAY Compare received the award for Best Reinstatement Performance.
Meanwhile, Cooper Associates was awarded for Year on Year Performance Improvement.
Mortgage Group (NI) Ltd won in the Customer Excellence: Firms category. HLP received the award for Customer Excellence: Networks. Auxilium was named the winner in the Customer Excellence: Service Providers category.
London & Country Mortgages Ltd received the award for Consumer Duty (Customer Outcomes/Data Precision). Dunham McCarthy was awarded for Protection Written in Trust.
James Shattock, managing director, Retail Protection, L&G: “As the Business Quality Awards marks its 14th year, we continue to celebrate the exceptional work of advisers who have gone the extra mile to deliver often life-changing outcomes for those that find themselves in times of hardship.
“There is an incredible amount of empathy, technical knowledge, and resolve needed to ensure that customers across the country feel supported. This dedication to excellence has led to the introduction of the ‘Hero in the Middle’ category.
“It is truly humbling to hear the inspiring stories of advisers and the profound impact they have made on the lives of their clients. A huge congratulations to all the winners and those shortlisted.”
