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NEW NORMAL In association with Concirrus
New normal 2020 has already become a defining and life-changing year as we continue to make sense of, and navigate our way through, the ‘new normal’ thrust upon us by the pandemic. Prior to these unprecedented times, remote working would have been considered an ‘alien world’ for those operating in the insurance community, and yet here we are with those same people doing exactly that. Concirrus’ Chief Operating Officer, Nick Roscoe (pic) speaks to Hannah Ray, Vice President of the Marine Hull Practice at Marsh JLT Specialty and Colin Gillespie, Director – Loss Prevention at North P&I Club about their experiences over the last several weeks and how their businesses have adapted to this new way of working. Nick: Has the transition to remote working been difficult for you and your business? Hannah: It’s been interesting. Before we found ourselves in this situation, there would have been many people within the marine market who would have said the only way we can trade is through face to face interaction. And yet, when that choice is taken away from you, it’s amazing how people naturally come together to tackle and embrace the challenge. Within the marine world, there really has been a sense of community with everyone making a real effort to ensure we can continue business as usual. As with anything, I am sure there are still a few people within the market who don’t want this to work or are sceptical about its long-term viability. There has been a belief that meeting at Lloyd’s is the only way we can place business, The Marine Insurer P&I Special Edition | July 2020
but I can see the tide turning as we demonstrate that we can operate remotely very effectively. In fact, the market response times in many cases have been quicker and we’re finding that communication with underwriters is often easier. That said, there have been some complex renewals that have been more challenging. It’s those renewals that perhaps require a more in-depth, engaged, face to face meeting at the box. You do miss the freedom and interaction of the office environment where you can stop and chat to someone and bounce around ideas. You need to be more disciplined working from home and make more of an effort to organise a call. It’s been important for us to ensure that everyone is ok and not feeling overwhelmed or under pressure by the situation. No one should feel isolated or left out at work, regardless of where their workplace currently is. Colin: We have adapted very quickly. It’s business as usual for
