Insurance People May 2015 by Insurance People

insurancepeople

Carl Shuker See page 10 Insurance People inside include:

Reg Brown Malcolm Forbes-Wilson Nick Giddings Elizabeth Holt Tony Knight Terry Pegg Graeme Trudgill Terry Wellard Peter Winslow

Cover artwork by Carol Newman based on a photo by Alun Callender

issue 53 May 2015

rance â&#x20AC;&#x153;The Insu ith ew Magazin tyâ&#x20AC;? Personali

WHAT AR RE THE ODD S

of ev er y thing goin g

as planned?

At HCC we understand that every day carries risk. That’s T why through our specialty insurance and with our tailore ed wordings, we give our brokers’’ clients li the h ffreedom to take on opportunity portunity with conﬁdence. A process of insurance we call Mind over risk. Visit us on Stand C30 at BIBA in Manchester on 13 and 14 May Ma 2015 where we will be showing our easy-to-use HCC Online quote and buy system. We will have specialist underwriters rs from fr our Professional Indemnity, Liability and Trade Credit divisions ivisions on hand to talk you through your clients’ insurance needs.

Accident and Health • Commercial Property • Directors and Offic fficers • Energy • International Credit and Political Risk • Liability • Marine • Proffessional Indemnity • Specialty • Surety and Bonds • Treaty Reinsurance • UK Trade Credit

HCC International mail @ hccint.com or +4 4 (0)20 7 702 470 0 A su b si d i a r y of H C C I n s u r a n c e H o l d i n g s , I n c .

hcc .com/international

@ HCC _C asualt y

surance “The In with ne Magazi ity” Personal

in association with

insurancepeople

leader

www.insurancepeople.uk.com

There’s a kind of hush… he insurance business often finds itself trapped in the Moral Maze. Current unease expressed by off-therecord practitioners about claims-lead selling mirrors the mid-2000s 0870 telephone number scandal (scandal with a small ‘s’ relative to the PPI and mis-selling Scandals already priming away to explode later).

Editor and Publisher

Consultant Editor

Andrew Newman

Brian Susman

To recap, the decade-old 0870 morality centred on the acceptability of making money from claimants and brokers pleading for action, at a time when insurers’ ‘stiff arm fend’ was part of the aim to keep claimants at bay. Commercial Director

Production Director

Jeni Hall

Adrian Susman

Editorial

Andrew Newman FCII, Dip.M andrewnewman@talk21.com 01892 730539 Design & Production

Adrian Susman adrian@insurancepeople.uk.com 07981 993974

The two ‘scandals’ connect. While third party claims are now treated very proactively, that energy has promoted the bizarre situation whereby an insurer compensating a nonfault claimant somehow finds it more lucrative to sell the lead than simply pay the original claim in full and final settlement.

May 2015

In this issue 2

Late news

Market talk

Interview Carl Shuker, A-Plan

Terry Pegg of HCC International looks forward to this month’s event in Manchester

How does the insurance business find itself feeding the hand that eats it?

Nick Giddings New developments at PowerPlace

Shhhh! No-one wants to say.

BIBA Conference

Terry Wellard When there’s talent ready to be developed within, why look elsewhere?

Cover artwork: Carol Newman Commercial Director

Jeni Hall jeni@insurancepeople.uk.com 07969 510172

Insurance People Long Servers at ARAG and HBC

www.insurancepeople.uk.com Printers

Pensord Magazines & Periodicals Tram Road, Pontllanfraith, Blackwood NP12 2YA

Who said insurance is boring? The late Malcolm Forbes-Wilson memoir continues

insurancepeople PO Box 537 Tonbridge Kent TN12 9WG t 01562 862990 m 07981 993974 e adrian@insurancepeople.uk.com

Graeme Trudgill’s conference diary is already full

Tony Knight builds on 25 years’ construction

The Postcard Emporium

Public relations Elizabeth Holt, Holt PR

Also find us on:

ISSN 2043-9202

News

On the move Who’s going where?

Insurance People is published monthly by Buttermere Wedge Publishing Limited. While every attempt has been made to ensure that the information contained within this publication is accurate, the publisher accepts no liability for information published in error, or for views expressed. All rights for Insurance People magazine are reserved. Reproduction in whole or in part without prior permission from the publisher is strictly prohibited.

Reg Brown

Nick Giddings explains why PowerPlace is changing

On the Road Driverless driving – safety first!

Terry Wellard believes industry talent lies a lot closer to home MAY 2015 insurancepeople 1

insurancepeople

Late News

in association with

Applied opens new HQ in Brighton pplied Systems has relocated its UK headquarters to Invicta House in Trafalgar Place, Brighton’s business development centre. The new location will serve as a central hub for Applied Systems’ business in the UK and facilitate further customer relations, support and software investment in the UK insurance industry. "As the global insurance marketplace continues to evolve, insurers and brokers are leveraging leading-edge digital technology to further differentiate their business and customer service models and drive business growth," said Reid French, chief executive officer, Applied Systems. "We are pleased to open our new UK headquarters, which will support our growing business, new product innovation and expanded customer relations in the UK, building on our commitment to the UK marketplace to ensure brokers and insurers gain the greatest value from their technology investments."

Pictured left to right: Jeff Purdy, senior vice president of International Operations, Applied Systems; David Templeman, vice president of Operations, Applied Systems UK; Louise Holly, senior director of Operations, Applied Systems and Reid French, chief executive officer, Applied Systems

Moorhouse fined for tele-sales failures

Lack of skills a barrier to growth

he FCA has fined Moorhouse Group Ltd £159,300 for “ … failures in relation to the oversight and control of its telephone sales and in particular the sale of commercial vehicle add-on insurance products during 2012”. A general insurance broker, Moorhouse specialises in selling motor and liability related insurances to SMEs and micro-SMEs. The FCA says that the company failed to disclose appropriate information about the limitations and exclusions of commercial vehicle add-on products to consumers before they were sold. It adds: “During 2012, Moorhouse failed to ensure that a consistent and effective quality assurance process was in place to monitor the telephone sales process and failed to identify that customer data was being recorded inaccurately by sales agents, potentially affecting whether any claims later made by those customers were accepted. The FCA found that the board and senior management failed to give sufficient attention to compliance issues and did not take adequate steps to address them.” In April 2013, the FCA conducted a review of telephone sales of commercial vehicle core insurance products and related insurance add-on products by Moorhouse. The Authority found that the company appeared to provide customers with inadequate information in relation to the sale of add-on products before completion of sale.

ew research from BIBA has found that the largest barrier to growth for SMEs in the UK is a lack of talent in the workforce. Almost half (46%) of the SME owners, directors and managers polled cited a lack of skilled workers as the biggest obstacle to growing their businesses. This is something that BIBA has called on Government to address in their 2015 Manifesto, where they have asked for more support on apprenticeships and are encouraging schools and careers advisers to highlight the value of insurance apprenticeships to students. The second greatest problem facing SMEs is government red tape (43%). BIBA, whose

2 insurancepeople MAY 2015

members are made up of mostly SMEs (75% have less than 10 staff members), has proposed a ten point plan in its manifesto to remove unnecessary red tape. This includes encouraging the Financial Conduct Authority to develop smart, clear and proportionate solutions that deal with issues relevant to small businesses, like information overload and developing more tailored communication to relevant sectors of the market. In addition, more than a quarter of SME leaders (26%) from companies with 10-49 employees cited availability of credit as a barrier.

market talk

in association with:

Andrew Newman

BIBA May 2015 – evolving with the times W hile unable to claim the ultimate record of having attended every single BIBA Conference since the whole thing started, the combined record of the IP team of Messrs Susman and Newman surely reaches near the top. (The only absent note recalled was the last session that took place in London, at the soulless and logistically frustrating ExCel venue).

And over those years it’s been possible to witness at first hand the manner in which the conference - and BIBA itself - has evolved into what we see today. Talking about that evolution with executive director Graeme Trudgill, he relates how the conference went through various phases. “At first it was very social, with the emphasis on auditorium

Graeme Trudgill

presentations by invited speakers. Then the exhibition area started to expand, and the networking theme took hold. But since then, perhaps the biggest change is how it has become so business orientated. A lot of trading goes on at the conference itself, and many exhibitors handle a massive chunk of new business on their stands. That’s one reason why exhibition stands at the conference are so much larger than before with meeting pods and negotiation facilities to hand.

“At BIBA, negotiation and placement worth millions takes place over the 13th and 14th of May in Manchester. The competition between exhibitors is serious, but fun as the brokers work the hall looking for the best deals. “And naturally, as a trade association we’re happy to oil the wheels so that people can actually trade on their stand and come together to negotiate. Brokers can get to speak to top underwriters. Also CEOs that they could not normally expect to meet, so it’s a great opportunity for insurers to learn more about the broker issues, and gain that knowledge at first hand.”

A day in the life The Trudgill conference diary It may be a hard slog for delegates touring around the stands for two days under the former railway historic arched roof (circa 1880), but think for a moment about the work and responsibilities put in by the members of the BIBA organising team. Here’s an imagined list (and some less imagined) of just a few highlights on Graeme Trudgill’s ‘Things to do list’ for BIBA Manchester 2015:l

Meet rest of BIBA team at Euston the day before conference begins. Catch 9.40am train.

On arrival, check Exhibition is coming together; copies of BIBA Manifesto in auditorium; all signage in place. Plus absolutely everything else we can think of.

Wednesday, early team breakfast!

Greet Jackson Lee team (see page 5) at 8am following their charity cycle ride from London.

Meet J Paxman before main conference opens to shake down the BIBA issues, Manifesto etc. (Worked well with previous years’ hosts with John Snow and Nick Robinson – they bring it all to life!).

Motor session – will motor manufacturers’ share telematics information with insurers?

The Francis Perkins Award – a nice moment for the industry to recognise special effort and achievement.

Escape momentarily to BIBA Stand in the Exhibition our Insurance Act guide will be popular and attract attention.

William Hague in the main auditorium - how will the general election have panned out? Hague and Paxman together should be good.

Walk with BIBA chairman Lord Hunt around the exhibition (looks like being another sell-out!). This is where you get the real networking buzz!

After a full-on day, get to have a bit of fun with the members. This year at the Hard Rock Café. Late night.

Early breakfast – start all over again and also attend our first ever Young Broker Day. MAY 2015 insurancepeople 3

market talk “Insuring coals to Newcastle!” Heritage gain “significant boost”

25th anniversary at Knightsure insurance version of carrying coals to Newcastle. “I arranged cargo cover for the transport of 75,000 tonnes of coal, imported from the United States as part of an emergency stockpiling measure during the acrimonious 1984 coal miners' strike.

ongratulations to Tony Knight 25 years after setting up in Locks Heath, near Southampton, the insurance brokers Knightsure in 1990. His first customer that year was a haulage firm with 80 vehicles, but it was the construction industry that proved to provide most of his client base, with nearly 260 clients on the books.

"The 25 years have flown by, with digital technology powering to the front as to how business is done in our industry,” says Tony. “What has always remained a constant over that time, however, is the fact that you have to get under the skin of each potential client, with face-to-face chats, indepth research and insight.

Tony Knight

"That way, you understand a client's needs and requirements, including compliance issues, in a way that’s difficult to convey over the phone or through email. "It's about giving peace of mind to clients, covering eventualities which might not have been flagged up by them, unless your homework was done. In turn, customer

loyalty is engendered because they know you are looking out for them." Knightsure focuses on the middle market, with annual premiums averaging £10,000-£25,000 and turnovers of typically around £5m and more. In his career spanning 46 years, one of the more unusual risks involved the

"Fast-forwarding to 2015, the British economy appears to be in fine fettle, with record employment, historic-low interest rates and negligible inflation, which means people's spending power is greater, with a palpable sense of confidence in the air. "Knightsure's clients, across many sectors, are all reporting that same optimism, a welcome counterbalance to the debilitating aftermath of the economic downturn back in 2008."

Heritage at Lloyd's D

irector Paul Kerner of Heritage Insurance Solutions and managing director Karl Bradley of Heritage Insurance, pictured here on the steps having recently gained Lloyd’s registered broker status. This allows Heritage Insurance Solutions, the FCA-regulated arm of the Guernsey-headquartered Heritage Group, to place business directly in Lloyd’s. Karl Bradley says the enhanced ability to gain direct access to Lloyd’s underwriters gives a significant boost to the firm’s global insurance offering. “Gaining Lloyd’s registered broker status has been part of a longer term strategic aim of developing the insurance intermediary client offering within the Heritage Group. Financial risks clients in particular, in both the UK and offshore jurisdictions, will see immediate

4 insurancepeople MAY 2015

Paul Kerner (left) with Karl Bradley

benefits from this development both in terms of a wider market offering and a closer Lloyd’s market working relationship.”

in association with:

Charity ride for Jackson Lee New brand for Ipswich broker

Biking to BIBA A

team from Jackson Lee Underwriting plan to cycle to the BIBA Conference in Manchester this month from their office in Leadenhall Street. After over 200 miles in three days, the team will then be on the exhibition stand at conference hobnobbing with brokers.

Jackson Lee Underwriting is BIBA’s official scheme provider for GAP insurance, with 15 years’ specialist experience of this market. The ride aims to raise money for the BRAKE and Honey Pot charities. The former promotes road safety and Honey Pot works with vulnerable children and young carers between five and twelve years of age with respite care and outreach programmes. Joint MD Mark McLaren says, “This year we wanted to do something a little different, and cycling to the conference seemed like a good idea. On the positive side it allows us to

raise money for charity. However the negative is that it will test our team’s stamina during the ride and throughout the BIBA conference.”

Ryan’s unveil new brand

The way we were

pswich-based independent and chartered insurance brokers Ryan Insurance Group recently unveiled its new branding. Ryan’s - as they will now be known – aim at the “commitment to provide the very best insurance solutions and risk management advice” to meet the changing needs of its customers.

n this 21st century so called ‘paperless’ digital age, when one thinks about the way things were in the ‘bad old days’, we’re not necessarily talking about the world of ‘paper’. We’re only going back as far as the 20th century digital era, with 8MB hard drives, floppy disks through the post, and printers etc.

Executive chairman Tim Ryan says the new strap line ‘You can be sure it’s right’ demonstrates, “No grey areas. No woolly thinking. Nothing complex or difficult to understand. “It’s important that Ryan’s retains our established values, but at the same time develops a new and modern identity,” adds Tim. “We feel it’s important to let people know what Ryan’s stands for and our new tagline signifies the commitment not only to our customers, but to our people and our industry. The landscape for insurance services is changing and we recognise the need for change.” Established in 1975, Ryan’s is a member of the Una Alliance of independent brokers.

Tim Ryan

It’s very rare these days to find yourself harking back to that primitive era, but it can happen. Recently in the IP office the need arose to find some letter paper and take the cover off the printer.

to myself about the ‘good ‘ol’ days. Setting up the printer, pressing the right buttons, putting the paper in right way round, inserting a new ink cartridge, digging out an envelope, finding a stamp of the right denomination, then putting on outdoor gear and setting off for the post box… A voice floated across from the other side of the office. “Will you be taking the pony and trap?”

My mistake was in reminiscing aloud MAY 2015 insurancepeople 5

market talk

CRIF enhance domestic property intelligence British Super Bike available for display

CRIF enhance Sherlock he march of insurance fraud detection strides on, with ever increasing techno support, particularly in personal lines – a mass market in which the isolation of individual risk information has been sorely lacking.

In March, CRIF Decision Solutions extended the reach of its customised property data to 80% of the UK residential market within its Sherlock fraud investigation solution, providing insurers with property intelligence to offer a more thorough insight into individual properties which may be subject to a claim, or featured in an investigation. For more details see page 19. CRIF director Sara Costantini, emphasises the ‘mix’ between insurers’ need

for highly customised property data, but coupled to very fast, and very efficient application. “In all claims fraud investigation there’s a compelling need for speedy decision making. But the need to seek out potential fraud should not hinder the claims of the honest majority of policyholders. That has always been a problem area for insurers - how NOT to upset the flow of genuine claims, in an era when excellence in claims handling is under ever critical scrutiny.

“Users can run real time, interactive investigations and access multiple data sources via a very cost effective pay-per-click model. The consolidated results appear rapidly, and on one screen.

“To support insurers with their domestic property claims investigations, Sherlock aims to provide specifically tailored solutions which recognise the need to control costs and increase productivity,” says Sara.

“This CRIF solution is the result of years of analysis and work we have carried out to bring together all the information that insurance providers need to assess individual risks into a single product,” says Sara.

“The service can distinguish property type; the property attributes; sale or rental information as well as identify individual peculiarities of the property condition. Integrated links enable street and aerial views and street maps.

Sara Costantini

“Armed with this insight insurers can validate, for example, whether there are anomalies related to property condition and nature of claim; timing of claim in relation to the property changing ownership; number of bathrooms linked to escape of water claims, and gain a clearer overall picture of the specific claim environment.”

Be Wiser Kawasaki replica goes on tour A ndover-based Be Wiser Insurance has a full replica of the Be Wiser Kawasaki British Super Bike available for display, completely free of charge, and suitable for a variety of events such as trade shows, and local community and charitable events. Be Wiser’s Andrew Dunkerley tells me the transport van has a roof and side awnings to create a weather proof area for display. The seat is ‘rump-friendly’ so the general public can have their picture taken sitting on the bike. “There’s also a back-pack containing posters of our BSB riders and Owl stickers etc for handing out to the younger visitors, although adults seem to like them as well,” says Andrew. “The bike and transport are ‘manned’ by our crew chief Chris Salmon and the bike can not only be displayed in an outdoor setting, but also inside a building – it’s never had petrol or oil and the electrics have been removed - so 6 insurancepeople MAY 2015

it doesn’t present any hazard in an indoor setting.” Availability operates on a simple ‘first come, first served’ basis and Chris Salmon can be contacted on 07946 462116 or e-mail him at chris.s@bewiser.co.uk

“Why keep customers at arm’s length?”

in association with:

Scott to leave CII next March

Are we losing the art of conversation? o you come across some business websites that are wary of promoting person-to-person contact? In fact, acting as a fence to keep the customer at arm’s length? How often do you come across a site that offers no contact names or telephone numbers?

I recently discussed this topic with David Joseph, an executive director at alldayPA. They’ve been providing call answering services to UK businesses since 1999, and currently employ 200 people for 23,000 clients in a variety of industry sectors including financial services and insurance. And David believes one-in-three financial firms fail in this area of communication.

“

There is a worrying trend for businesses to keep their customers at arm’s length. The quality of customer service in the UK is being undermined by an over-reliance on websites and emails. Our recent research – The Every Call Counts Report 2015 - questioned 1,000 members of the public and found that many businesses are losing the art of conversation, and offering poor service to customers over the phone. Respondents listed their biggest bugbears as overuse of voicemail and automated call menus, and phones not being answered within a reasonable time. Around 68% said that impolite or unhelpful call handlers are enough to make them move their custom elsewhere.

Sandy Scott to leave CII W

hen announcing his decision to relinquish his role as chief executive officer of the CII next March 2016, Dr Sandy Scott reckoned the CII today is unrecognisable from the organisation he joined in September 2000.

I can vouch for that. There were lots of important issues flying around in the late 1990s, and it seemed you only had to give

Aldermanbury a nudge in the direction that you were particularly concerned about before finding yourself coopted onto a committee and stuck in the institutional treacle. Dr Scott was able neutralise that process after he joined and things started to happen. He restored the organisation’s financial side while widening the professionalism agenda;

Whilst we love the convenience and speed of online shopping and email, there are specific moments when we want to speak to a human being. While we’re happy to use online shopping when it suits our needs, most of us (70% in the survey) want to be able to speak to someone directly when David Joseph it comes to making a complaint or trying to resolve a problem. We also prefer to use the phone when it comes to getting detailed information about a product before making a purchase (53%) or after sales support such as arranging a delivery date (59%). However, many organisations are failing to provide the service we want. Local authorities came bottom in the study with 47% of the public saying that they offered poor telephone service in these situations, followed by trade businesses (32%) and financial services (29%). With customer service scores in the UK reaching a 5-year low according to the Customer Satisfaction Index January 2015, it seems that there is an urgent need for organisations to relearn the art of conversation with their customers. Failure to do so will quite simply mean lost customers. creating the Personal Finance Society and playing an active role in shaping the standards that underpinned

Dr Sandy Scott

”

the RDR and more recently the Pensions Wise initiative. “In a constantly changing environment the greatest challenge has been to ensure the CII always remains relevant,” says Dr Scott. “When I first started no-one discussed professionalism. I’m delighted to say that through the efforts of my staff and our supporters and advocates, we can now claim to be well on the way to becoming a genuine profession. An achievement we should all be proud of.” MAY 2015 insurancepeople 7

market talk

Winslow celebrates two decades with BGL 25th congrats to Manor Insurance

20 year milestone for Peter Winslow t was in 1992 that Budget Group (now better known as BGL) began operating as a motor insurer in the UK. Budget Insurance Co was formed to repeat the success founder Douw Steyn had enjoyed with South African-based motor insurance company Auto & General. With no preexisting customer base, Budget grew within four years to an annualised premium of £54m.

But then came the big turnaround. In 1997 it became apparent that a motor carrier model in South Africa wasn’t entirely the same as one in the UK, and a dramatic change in strategy led to the establishment of Budget Insurance Services acting as an insurance intermediary, and marketing policies underwritten by a panel of insurers. Before that, in 1995, Peter Winslow had joined as Budget's group chief

executive and a new company structure came about. Peter handed over the chief executive reins to Matthew Donaldson in 2013, but remains closely involved as executive chairman. Peter Winslow: “When I look back at how much the organisation has grown over the past 20 years, it really is an impressive achievement – but not something I did alone by any stretch of the imagination. I understood quickly that I could hire great people to work with me, and that is what we have continued to do. “Our people are committed to the success of the organisation. When I started with BGL, we were a company of 200 people, and 35 of those are still here celebrating career milestones of their own. “For me though, it’s what will happen next that’s truly exciting. Our innovative

Matthew Donaldson (left) and Peter Winslow CBE

brands and continuing growth make this a dynamic and invigorating place to be. I cannot wait to see what the next year holds, let alone the next twenty.” Executive chairman Matthew Donaldson has worked with Peter for almost 15 years. “From the day he started at BGL, Peter relentlessly focused on developing and improving the culture within the organisation, and that’s something I am proud to continue,” says Matthew. “Not only have I learned a great

deal from him and found him hugely supportive as I’ve developed my own career, I also count him as a firm friend. I’m lucky to retain his counsel in our partnership as chief executive and chairman.” Peter Winslow’s previous career before joining BGL was in publishing, during which his roles included chief executive at Harper Collins. He originally qualified as a chartered accountant and was awarded the CBE in 2012.

Manor celebrate 25 years Congratulations to Hastings-based Manor Insurance on 25 years’ trading. Director Ian Mantel, the Manor staff, and guests recently celebrated the event in April in the Montgomerie Suite at Bannatyne Spa Hotel.

Ian Mantel presents a cheque to Sally Beresford of St Michaels Hospice 8 insurancepeople MAY 2015

The event provided the opportunity to introduce staff old and new, some of whom were working at

Manor over 20 years ago. For instance, Lucy Marshall who worked at Manor from 1995 to 2002. Lucy won the evening’s game of Kings and Queens, and went home with £500 worth of Thomas Cook vouchers donated by Broker Direct. During the evening Ian Mantel presented a cheque to St Michaels Hospice.

in association with:

5th anniversary at Invicta Ant Middle for Ageas Retail

Invicta celebrates five years of customer service ongratulations to managing director Steve Gamage and the team at Invicta Insurance Services on reaching their fifth year in business.

It was exactly five years ago this month that this page quoted ‘high street broking champion’ Paul Cosh who supported this new venture. “A well constructed and exciting business plan revealed Steve Gamage’s vision for building a general insurance broker. Having myself built three goodsized businesses in the past, his enthusiasm and experience convince me to expect exciting times over the next three to five years.” And that vision came to fruition. Founded in March 2010 during the height of

recession, Steve tells me the Kent-based organisation has since established itself as a part of the local community, while also providing cover more nationally . “Our service providing expert advice, broad cover, and great value for money is built on the philosophy that people come first,” says Steve. “We’re extremely proud of our customer loyalty. Invicta has a strong sense of community. We actively support charities, local sports teams, and motorrelated events. We’ve created 15 jobs in the community, and have forged lasting partnerships that support the provision of our quality service. This is the first chapter at Invicta,

and we look forward to our next chapter of continually providing our customers insurance with integrity.” One of Invicta’s activities has been teaming up with Folly Wildlife Rescue Trust to help wildlife in Kent and East Sussex. The trust operates one of the country’s most advanced wildlife hospitals on the Broadwater Forest near Tunbridge Wells, and Invicta works with them to help grow their facilities and become a leading education centre. A forthcoming main sponsorship - for the second year - is the Wrotham Classic Steam

and Transport Rally on 13 & 14 June 2015. Invicta are currently busy organising their exhibition stand for this event to be held at the Wings of the Morning Field at the top of Wrotham Hill in Kent. The rally draws large numbers of visitors to see pre- and post-war cars, classic campers, classic motorcycles, military vehicles, steam engines and classic commercial vehicles.

Ageas UK promote Middle nt Middle joined Ageas UK in 2014 with over 25 years’ experience, 15 of which were in the partnerships field. He joined from Aviva where he led the bancassurance business across both general business and life insurance, and before that worked at AXA leading both partnership and broker businesses.

Some of the team at Invicta House

Steve Gamage

And now he is to be appointed as CEO of Ageas Retail. This business includes Kwik Fit Insurance Services, Express Insurance

Services, RIAS, and Castle Cover brands as well as Ageas Retail’s partnership business. He succeeds Mark Cliff who recently joined Brightside.

Ant Middle MAY 2015 insurancepeople 9

In association with:

We now pronounce you...

The great majority of the luminaries in today’s insurance world will tell you that insurance was NEVER on their radar when seeking out that first door of opportunity towards their subsequent insurance career path. But once on board, they not only survived the ordeal, but thrived on the opportunities. Result: A marriage for life. Wedded bliss. For better or worse. In association with Markerstudy Group, Insurance People presents the third in a series of interviews featuring some of the insurance people happy to have pledged their troth to this industry

Carl Shuker Chief Executive, A-Plan

Photo courtesy of Alun Callender

A-Plan has been described as a broking champion, with a 50-year pedigree. It has not only stood by the high street when others have fled, but continues to expand its operations into new locations, as Carl Shuker explains in conversation with the Editor

AN: So, A-Plan and Markerstudy working together. What’s the history?

decisions - which is very important in the motor market.

CS: We’ve been working with Markerstudy from their day one, over 10 years ago. We knew Kevin Spencer when he was at Sterling Hamilton Wright, and we’ve known Gary Humphreys from his previous roles too.

AN: Let’s talk about A-Plan in the high street. Driving through a town centre the other day, the broking exodus was obvious by the number of former competitor sites now boarded up, or re-occupied. But A-Plan not only remains in situ, you are actually opening new offices!

So when they set up Markerstudy it was natural for us to be one of their earliest supporting brokers. And it’s been a longstanding relationship, built on mutual trust. AN: How do you get on with - what’s been called - the Markerstudy ‘style’? CS: Markerstudy has a very distinct style. It’s an engaging one, and at the same time, very professional. They set out to do the right things in the right way. They have no pretensions, and are able to make quick, sensible 10 insurancepeople MAY 2015

CS: Yes, our branch openings currently run at about four or five a year. I believe the high street is a pretty good place to be – but then I would say that, wouldn’t I? But the time is right. The direct market has matured in many ways, with the internet well established and better understood by consumers, who are now able to make informed choices based on their own experience. There’s still a strong demand out there for local

accessibility and service, with the choice between coming in to see us, using the phone or contacting us by email. AN: The three-channel contact option that you mention - email, phone, and face-to-face - appears to be the next revolutionary feature of high street broking, with rival channels unable to match the face-to-face element. How powerful is personal contact in selling insurance? CS: Access to face-to-face contact is crucial for many of our clients. And for us, it offers so many advantages that aid the retention of satisfied buyers. Take claims. As soon as a client needs to make a claim, we are there to guide them through the process and ensure their expectations are exceeded. Insurers are now much more proactive on claims, and the majority are efficient and effective. But we can add value

AN: There’s a part of the overall A-Plan proposition that we haven’t mentioned yet – the relationship with the insurers on your panel. CS: Our relationship with insurers is very important to us. While ensuring that the client receives a policy that responds properly in the event of a claim, it is very important that the insurer too gets the right risk premium, which we achieve through very careful profiling of the risk information.

to the process by trying to ensure the client sees the industry in a good light. Our philosophy around claims centres on the question… “What outcome are we looking for?” The answer is a delighted client! Knowing the answer, we need to understand what will deliver that outcome. All of our clients are treated as individuals, and as if they are the only person who has ever made a claim, because in their world, that’s exactly as it is. So the claims process has to be good. The client has to be fairly treated, but it goes further than that. We have to be good listeners, empathetic, with a single local point of contact right the way through the claim, with a real understanding that the claim represents a real personal crisis for our client, and that we are here to help. So we aim to take the hassle and stress away – we’re the client’s ‘friend’ to navigate them through an unfamiliar process. We do get many letters of appreciation, and they all refer to how they were looked after – the support, the patience, problem solving. And that reflects well on our insurer partners too – and demonstrates our added value and helps justify our place in the high street. AN: There are of course high streets and high streets. How carefully does A-Plan pick its sites? And are the prospects for suitable new sites still as wide as you need? CS: Our branches are, by and large, in what we’d describe as county towns, or county cities. Places where we believe insurers want representation, and where there’s a demographic that is going to be attracted by our proposition. And there remains plenty of towns throughout the UK that we believe will be suitable for A-Plan. Our most

A lot of clients don’t always understand the significance of the questions they are being asked, or the answers they are giving. We overcome this by asking all the right questions, and probing further where the need arises. Then, should there be a claim, there are no nasty surprises, and we can work to ensure we deliver great service. We explain all the policy terms and exclusions to ensure the client understands what they are buying. All of this is delivered face-to-face, or over the phone. Whilst there is a format to collecting information, we don’t follow tight scripts. We’re not constrained by call centre time and productivity efficiency measures. For us, accurate information arises out of structured conversation and building trust. Our staff are very well trained; we have a very thorough induction process, and we run a number of development programs, which, when added to their experience means they know how to ask gently probing questions when they need to, so that we can gain a full understanding of the client’s risk profile. And when a claim is reported, we really do want it dealt with quickly, efficiently, and effectively. But then that normally happens because the policy has been properly arranged. Very rarely do we have any difficulties over claims. The objective is to arrange a policy properly – that’s far more important than simply getting a ‘sale’. We aim to get clients for life. AN: Understanding, building trust, … in a nutshell it sounds as if everyone’s a winner? CS: Yes, and there is another element that spins off from all those aims that we haven’t mentioned yet, related to your ‘everyone’s a winner’ phrase. There’s the all-round satisfaction of a job well done. If you look after clients properly, and always aim to do your best for them, then that’s a great code for life, isn’t it? To go home knowing you’ve done a good job, with a satisfactory outcome for everyone from all your efforts. We talk about ‘making friends’ with our clients – not in an over familiar way, but in an interested and professional way. Hopefully, your friends don’t leave you, and they’ll talk about you positively. Of course, that mantra brings responsibility… because you can’t let your friends down. And, as I have just said, we want a client for life. We really believe that sustainability is about looking after your clients, your insurers and your staff. So to requote you, everyone’s a winner!

recent new branches are in Exeter, Taunton, Shrewsbury, Ipswich, and there are others on the drawing board.

where clients can feel comfortable that their insurance needs are going to be properly looked after.

AN: There’s a distinct style to the A-Plan offices, isn’t there?

The offices are well lit, air conditioned, and nicely appointed… and our staff have to take a pride in their appearance (yes, carrying on the A-Plan tradition of white shirts & blouses) and aim to provide our callers with a friendly and professional welcome.

CS: Yes. It has evolved over the years, but the aim is to make the branches look modern and inviting. We want to create a professional environment

MAY 2015 insurancepeople 11

biba conference

Terry Pegg DIRECTOR OF SALES AND BUSINESS DEVELOPMENT HCC INTERNATIONAL

As part of the pre-BIBA Conference build up, Insurance People asked one of the exhibitors – Terry Pegg of HCC International – where his firm are aiming at this year’s conference

ere at HCC, we’re very pleased to once again be exhibiting at BIBA 2015 on stand C30. Having exhibited there for many years, we’re always enthusiastic to meet with our brokers to get feedback on how we’re doing, and how we can improve.

Whether brokers that we meet have an existing relationship with us, or are new, our team are very keen to learn more about what we can do to satisfy our brokers and their clients. Traditionally, we give away a tree sapling on our stand during the course of the two days (promoting growth in more ways than one!) and this year we continue the theme with lemon and lime fruit trees for any green-fingered brokers out there. At both days of the conference we have a team of experienced underwriters on hand to meet brokers and intermediaries and to talk about their clients’ insurance needs. We have experts in professional indemnity, liability (EL, PL & CAR), directors & officers – management liability, and for the first time - Trade Credit. We are giving live demonstrations of our online quote-and-buy system, which covers professional indemnity, liability, management liability and office protect, and we will be discussing our extended Trade Credit offering. 12 insurancepeople MAY 2015

What’s new at HCC for BIBA 2015? We’re also keen to promote our schemes insurance. We have the flexibility to offer wordings tailored to fit scheme requirements, and an online system that is flexible and easy to use, with the ability to be white-labelled, joint branded, or designed to meet specific requirements. Paperwork is almost instantaneous and leaves brokers and clients with confidence and trust in what they have purchased.

content of the two-day conference and no doubt, a range of evening entertainment events will keep everyone energised until late into the night.

IBA 2015, we think, promises to be another fantastic broker event, giving everyone attending the opportunity to meet insurers, network with brokers and industry experts, and spend time to learn how the UK insurance industry continues to evolve.

Let us know when you’re coming to visit

Some really interesting guest speakers promise to boost the

We will be sharing our activities during the build-up to the event as well as over the two days on Twitter and LinkedIn. If you want to join the conversation, use the twitter handle @HCC_Casualty and hashtag #BIBA2015 or alternatively search for us on LinkedIn.

We give an open invitation for everyone to come and visit us at BIBA 2015 at Stand C30 for a glass of champagne, the chance to take home a tree, and most importantly, a chat with us about what we can do for you.

HCC International Insurance Company Plc is a leading specialty insurer writing from offices in the UK, Spain and Ireland. With a philosophy based on underwriting profitability, we have successfully developed a book of niche products ranging from Energy, Marine Hull, Credit and Surety, through to Film Production and Event Cancellation insurance. We take pride in exceeding customers’ expectations. We make a point of delivering fast service and prompt documentation, understanding that both can affect a client’s securing of business. Our claims service is efficient and fair, and we have particular experience in the construction industry across many of our product lines. Many of these products involve a “long tail” where claims might arise or be paid years after the insurance was purchased, and this is where our financial strength really counts – rated AA (Very Strong) by Standard & Poor's, and A+ (Superior) by A.M. Best Company. Our insurance solutions can be tailored to suit clients’ requirements and our financial strength, with a wealth of underwriting experience and UK coverage, allow us to set the standard for underwriting service. Terry Pegg

commercial lines ver the last seven years, I’ve watched the commercial lines market change quite significantly. Back in 2008, our vision was to simply introduce e-trading, and help improve the commercial lines approach and support brokers in a competitive marketplace.

Whilst some may argue the change within commercial lines in comparison with personal lines hasn’t been so extreme, a very noticeable change is how the UK SME market has grown. SMEs make up a large part of the UK economy. They are fundamental to how we operate, and they are a very important customer segment to the insurance industry. SMEs want more guidance and advice, and when it comes to insurance, they want more choice and competitive pricing, both quickly and easily. If we then put into the mix SMEs’ varying complexities and requirements, plus the differing

PowerPlace is changing… terms and placement arrangements that commercial lines brokers have with their preferred insurers, the one thing that is clear is that a one-sizefits-all approach simply isn’t sufficient for today’s commercial lines. Any solution that will truly deliver against this requirement, and integrate with a broker’s own strategy, must cater for all of this. With this in mind, and to improve our support to our commercial lines brokers, PowerPlace, this year, will be changing. Through extensive research and broker engagement over the last 12 months, we have developed a single solution that will equip our brokers with a technology solution. This enhanced solution allows brokers to trade all types of commercial lines with their chosen insurer via differing models, and give them the ability to integrate between models as and when required.

Nick Giddings CEO POWERPLACE

Over the coming weeks, our full offering will be unveiled to the market. This development for PowerPlace and Open GI is our biggest step forward yet. In summary we are very happy with our success to date, but recognise the need to change in line with market demands and become much more than the original wholesale marketplace. By investing in our technology we are able to offer much more, and our pledge to support the evolving commercial lines market for brokers this year is simple:PowerPlace and Open GI aims to provide a solution for all commercial lines

No.1 in the handling and disposing of motor vehicles The handling and disposing of motor vehicle salvage is a constant drain on financial and administrative resources. HBC reduce this by providing an unrivalled service. We are prompt, efficient and fully in accordance with current industry guidelines and environmental legislation. We also require only minimum administration to collect and dispose of your vehicle salvage. With continued investment and systems development we are able to set the standards that others struggle to achieve. We are the safest hands in salvage. HBC Vehicle Services, HBC House, Charfleets Road, Canvey Island, Essex SS8 0PQ

www.hbc.co.uk 01268 696444 Fax: 01268 510087 Email: info@hbc.co.uk BRITISH VEHICLE SALVAGE FEDERATION

MAY 2015 insurancepeople 13

Terry Wellard

Are we breeding compliant automatons? Terry Wellard signals the dangers that lie ahead from current failure to promote from within, utilising the industry’s existing pool of talent in a market where over-regulation is killing off the appetite for risk ecent published results conducted amongst the student fraternity on their preferred employment aspirations once again proved disappointing for the insurance industry. It seems we are still considered as one of the least favoured choices in job selection.

This is so frustrating for the likes of myself from a humble background without the best of educational tuition, who have experienced a thoroughly rewarding occupation and which has - in the main - been most enjoyable. Admittedly not too many young aspirants of today would relish starting on mundane tasks, and I have to admit that for me insurance was only intended to be an interim occupation. y experience of late suggests that while a number of senior positions in the insurance hierarchy are now held by erstwhile accountants, or people from the banking profession with an actuarial bias, this does not necessarily mean they can run an insurance company.

The most successful insurers are invariably led by insurance people who have years of experience, and graduated through the ranks to the top. In my opinion there’s no substitute for this grounding, and it is the most basic ingredient for succession planning. 14 insurancepeople MAY 2015

Gaining knowledge, experience and qualifications whilst working as a trainee means you learn ‘on the job’. It also means there isn’t always any great advantage in being a graduate.

“

The most successful

insurers are led by insurance people

”

An experienced underwriter stated to me recently, “People like you and I will no longer come into our industry. We’re now breeding a nation of compliant automatons. By the time you’ve gone through the compliant process, the appetite for risk disappears.” Perhaps, therefore, we should refocus our energies, and encourage some of the lesser lights with ambition to join our adventure into a better life by promoting the more obvious long term prospects. If there’s too much emphasis on degrees or doctorates, this will not only discourage the late developers of this world, but also frighten off the emerging talent. nder no circumstances am I proposing we dilute our entrance criteria. Or engage those without the ability to prosper. But we should be mindful of our own ambition to flourish in an industry that takes pride in the success we have achieved in

producing our fair share of entrepreneurs on the world stage of insurance. Ironically the majority of successful entrepreneurs were not blessed with a university education that can sometimes blur their vision and restrict freedom of expression. Obtaining a degree from university, or having attended a business school to achieve an MBA is no guarantee of success in underwriting or broking, although I accept it may help. My plea is for us to give the youth at the likes of Stratford, Chelmsford, Huddersfield (or even Peckham Secondary Modern) a chance by investing in their future. s a predominantly people-founded business we have a need to encourage new talent in our ranks to fill and conquer the future challenges in this rapidly changing world.

Our reliance on a reducing pool of talented insurance professionals is very apparent and will only serve to exacerbate the problem. The art

“

Where’s the appetite

for risk going?

of delegation in any business is paramount, particularly in insurance where we continue to undermine the profession and fail to promote ourselves.

“

The need for grass

Obviously Lloyd’s appears to have no problem with regard to recruitment, but this does not necessarily mean they are attracting all the top talent. At a time when the banking fraternity are increasingly under the microscope,

”

surely there could not be a more opportune moment to commence our revolution. P.S. By the way, my friend’s son did get a job in the Lloyd’s community and is enjoying life.

roots insurance experience

”

Too few names are emerging as prospective candidates to challenge for our leadership positions, which I believe is evidence of our failure to attract new talent. In some existing situations I suspect the title is greater than the candidate’s ability to do justice to the position through lack of grass roots insurance experience. n every debate there are inevitably going to be exceptions, and why should this subject be any different? Eighteen months or so ago I was approached by a friend who needed some advice surrounding job prospects for his son, who was shortly to complete his academic studies and leave university.

Over lunch I met this highly intelligent young man who was particularly interested in a career at Lloyd’s, with no preference to underwriting or broking. Following subsequent meetings it became clear that he favoured the cyber/computer fraud market which prompted me to make enquiries with people who have knowledge of this specialist market in Lloyd’s and to ascertain the best method of approach. Would you believe I was firstly informed unofficially that Lloyd’s no longer operates an ‘old boy’ network, and in any event they had a waiting list of applicants as long as your arm!

Over Regulation peaking of Lloyd’s, it appears the Government are finally waking up to the fears I expressed a couple of years ago that the burden of over-regulation would seriously affect our ability to compete and attract international business. Even George Osborne expressed his concerns over the prospect of a diminishing proportion of business being conducted in the City.

He could start by tackling the escalating costs of regulation as we continue to top the league with the most expensive regulatory regime in Europe employing close to 3,000 staff. This engagement should be balanced if we are to achieve our ultimate aim of securing our position as the most attractive and secure place to transact business. Meanwhile some of the less sophisticated international market insurers will continue to take advantage of our increasing paranoia with compliance. These competitors will constantly monitor any weaknesses that over-regulation exposes, or impair our ability to compete by attacking Lloyd’s core business. By adopting a more ‘user friendly’ approach these predators will have a greater degree of success whilst we are making life difficult for ourselves. Major global players still find Lloyd’s an attractive investment as - apart from now owning the building - they continue to purchase syndicates and brokers with impunity. I envisage it will not be too long before the majority of syndicates and, indeed the lion’s share of capacity, is under foreign ownership. One of the adverse side effects of all this change in ownership is the growing number of restructuring events that seem to be announced on a regular basis, which I suppose keeps the investors happy. But at what cost? However conceivable these management changes appear to be necessary to reduce costs and improve efficiency, invariably it’s the same people playing musical chairs, and involves major expenditure. Modernisation is one thing, but change for change’s sake can create an unsettling atmosphere, with an adverse effect on morale. No amount of juggling will improve a result unless you get your pricing right! MAY 2015 insurancepeople 15

INSURANCE

PEOPLE

The insurance industry isn’t just about itinerant people movement, staff culling, or uncertainties about the future. Behind the headlines there’s a stable, and yes… contented body of people who just get on with the enjoyment of what they do, and go forward within the various workplace cultures able to operate within a stable management with long-term planning

David Haynes

Andy Talbot

Head of Underwriting & Marketing ARAG plc

Head of Sales ARAG plc

It's been over 30 years since this junior underwriter moved into legal insurance, sales and then management. He had a taste of doing things 'his way' when asked to resurrect a small acquisition halfway through his career. But the turning point was being part of the start-up group that launched ARAG into the UK in 2006. “Motivated by delivering excellence, well above the industry norm, the company specialises in creating innovative products tailored to customer needs. It's a recipe that has harvested accolades and awards across the spectrum of its activities. I’m proud to spearhead this, and with the backing of a family-owned independent business that shares this vision.”

Dave Rogers UK Site Manager HBC

Lesley Murray VEHICLE SERVICES Collection, storage and sales

During his 29 years’ service with HBC, Dave has seen remarkable changes in vehicle salvage. Joining as a driver in 1986 (when HBC operated solely out of Canvey Island with 8 transporters, each carrying 3 cars) he was promoted to Transport Manager one year later and moved from Canvey to Nottingham to become Site Manager. He became UK Site Manager in 2013. “Reducing costs in our market is essential,” says Dave. “Salvage is an exciting and fast moving industry. It’s highly competitive and efficiency is the key to our success. Today it’s a very different industry to the one I joined in 1986!” 16 insurancepeople MAY 2015

Andy chose insurance because he enjoyed his sandwich year placement at Lloyd's broker Minet. It's been fun ever since. Business degree complete, he trained with GRE as a commercial underwriter. Preferring the City to regional offices, he then switched to business development in the emerging legal insurance market. Specialising in this led to another ambition fulfilled - joining the start-up management of ARAG UK. He relishes the challenges of the new environment. “Having created the team to drive business forward with brokers, insurers and MGAs, I enjoy their tremendous support and find it especially rewarding to consistently exceed targets by being uncompromising on standards.”

Site Manager, Teeside HBC

VEHICLE SERVICES Collection, storage and sales

Lesley joined HBC Teeside in 2000 as a part-time administrative assistant, which quickly expanded to full time, and then to a supervisory role dealing with both office and yard staff ensuring all work was processed within relevant timescales. She was promoted to Site Manager, Teeside in 2011. “Women in the salvage business are quite a rare sight,” she explains. “It’s a hugely male dominated industry. In the early years I was apprehensive, but to be successful in a male dominated business you must be confident in your own ability. I’ve had excellent support and training from the HBC management team who are approachable and very hands-on.”

Who says insurance is boring?

Part Nine

The late Malcolm Forbes-Wilson penned his remarkable insurance biography just before he passed away after a long illness in April 2014.

Malcolm Forbes-Wilson he current Lloyd’s building opened in 1986, and I became one of the ever decreasing number of brokers who had worked in all three of the buildings that Lloyd’s ever owned after they left the Royal Exchange in 1928.

This ‘Three Rooms’ qualification of mine came about as, although the last Lloyd’s building opened in 1986, I had worked for a few months in the previous 1958 structure which didn’t finally close for business until the late 1960s. It had been only in 1971 that the first female brokers were allowed to place insurances at Lloyd’s, prior to which the only ladies seen on the underwriting floors were the

This month he explains how he qualified for membership of the Lloyd's ‘Three Rooms’ Club which was originally exclusive to those Lloyd's beings who had enjoyed the privilege of working in the three Lloyd's Rooms within the buildings occupied in Leadenhall Street, and the two in Lime Street cleaning staff (and then only after 4.30pm). I fondly recall the parties involving loads of fine food and champagne to mark the closing of the 1958, and opening of the 1986 buildings, both of which were invitation only. The former was definitely the better of the two, with loads of bunting tickertape and general frivolity! Malcolm Forbes-Wilson (1946-2014) written in January 2014

To be continued Next month: A contact from the past leads Malcolm to assist in bringing Lloyd's into the 21st century

Malcolm (second right) in his younger days with royalty (not for the last time - Princess Anne was a later visitor). The photo includes Sir Nicholas Soames, grandson of Winston Churchill, who was Defence Minister in the John Major government accompanying the Queen Mother

In today’s commercial lines insurance market ,

POWERPLACE IS CHANGING

we recognise that all clients’ needs vary and that brokers require diff ffe erent solutions to meet these needs. This means that one single method of trading electronically will not suit all – this is why POWERPLACE IS CHANGING. 2015 heralds a new approach for o PowerPlace, which will see us working diff ffe erently with brokers and insurers to off ffer e a fast a and easy solution fo or all commercial lines business. To find out more about how our leading proposition can help your business grow, please contact your Account Manager or email our Broker Enablement team at brokerenablement@powerplace.co.uk

www.powerplace.co.uk MAY 2015 insurancepeople 17

Tea at Lyons… then the boat train The sender is Paul E. Nigg of Barnby, living near Beccles in Norfolk, and he is passing the evidence of the insurance to his mother Mrs Nigg at her address in what later became known as the ‘Golden Triangle’, in Unthank Road in Norwich. The address is still there today and the web reveals that the house was worth over £250k a century later in 2010. What would Mrs Nigg have thought about that in 1912? It can be surmised that Paul has travelled by train from Norfolk to London’s Liverpool Street Station, and got himself across to London Bridge one mile away to catch a boat train on the London Brighton & South Coast railway to Newhaven. Editor’s note: Spot the world’s first email address above – tea@lyons The policy territorial limits conﬁrm this is just a Channel crossing to Dieppe.

Anything goes

n enigmatic 1912 post card this month from the Reg Brown collection, conveying the simple story of a routine Channel crossing, but clearly a new adventure for the traveller judging by his brief, yet terse message:-

“Got so far alright. Tea @ Lyons’. Now for the boat train. Love to both & all. Paul.” The postcard also hints of excitement and danger. The Lyon’s Corner House was a daring catering innovation in that brave new world on the eve of WW1. And beyond two years in the future, any steamship crossing those waters could only do so with a Royal Navy anti-submarine escort.

Many postcards in earlier times were never stamped, being delivered in an envelope for privacy. Here’s one of the ‘saucy’ variety that may have offended any sensitive mail workers in the era when an ankle, let alone “a glimpse of stocking was looked on as something shocking” as succinctly described by Cole Porter in Anything goes.

The sender has taken out accident insurance for the journey while waiting for the boat train at London Bridge Station. The insurance incepted on 23 August 1912, when the shock of the Titanic disaster was a mere four months old.

“Dear Horrie, If you go for a [bicycle?] ride you must not be like this woman. With love and kisses, from George ✗✗✗✗✗”

This Steamboat and Rail journey insurance ticket cost sixpence for £500 capital cover, basically a policy document issued by the “oldest accident ofﬁce in the world” the Railway Passengers Assurance Company (presumably underwritten by the North British & Mercantile Insurance Co).

This card has obviously morally corrupted George, judging by the hurried postscript added later which would surely land him with a harassment charge in today’s nanny state. His outrageous wish to see Horrie’s leg… Well... what will the neighbours think? No surprise he put it in an envelope.

18 insurancepeople MAY 2015

marketing

Measuring the benefit of publicity

How do we know if publicity spend and effort is working? Elizabeth Holt explains how to measure PR’s worth and how it can improve the brand, and ultimately the bottom line nlike a direct mail or advertising campaign which can be measured by an almost instant improvement in sales figures, measuring the effect of public relations can sometimes feel like sticking a finger in the air to test the prevailing wind.

It's also important to bear in mind that brands are built on what people are saying about you - not what you're saying about yourself. To assess this, there are several simple and less costly indicators available, which can be particularly valuable for companies on a smaller PR budget.

So how do we know if the spend and effort is worth it? And is there any way we can measure the return on investment?

Such soft indicators would include:l

Feedback from peers – have they seen the coverage/piece?

Firstly, the use of technology has greatly improved our ability to measure the effectiveness of publicity. Metrics to analyse circulation, page views and page positioning can help to target coverage. Plus there are sophisticated software programmes to analyse press cuttings. But as well as being costly tools to implement, such hard indicators do not always give the overall picture required.

Has the press coverage been noted and read? Has it started a conversation?

insurancepeople

Has it communicated the key messages that were intended at the outset?

Are journalists contacting the business as a result of PR efforts?

Measuring the effectiveness of this approach can be achieved by

Elizabeth Holt HOLT PUBLIC RELATIONS

analysing a defined set of target media and tracking the quality and quantity of coverage quarterly. To improve the success rate, make sure key performance indicators mirror the PR campaign goals and create tangible outcomes wherever possible. Also consider the use of surveys to track how opinion is shifting and work with your team to evaluate feedback. Of course, any PR effort alone cannot convert commercial opportunity into sales. But by implementing the right PR strategy and working hand-inhand to align with sales efforts, the chance of successfully converting business enquiries into sales is vastly improved and reflected in the most important measurement of all - a rise in profits.

News

CRIF launches customised property data C RIF Decision Solutions has enhanced its fraud investigation system, Sherlock, with customised property data covering 80% of the UK residential property market. The aim is to assist insurers by providing property intelligence which can support the investigation of personal lines insurance fraud. Sherlock is intended to give insurance fraud investigators greater insight into a property which may be subject to a claim or featured in an investigation.

The data service will validate the property type, the property attributes, sale or rental information as well as highlight anomalies related to the property condition. Sara Costantini, director at CRIF Decision Solutions, says, “The role of data in insurance investigations is increasingly pivotal and there is a compelling case for data supported decision making. The UK insurance industry paid out £8.1m on domestic

property claims every day in 2013, according to latest ABI figures. Set against increased claims costs, household premiums are falling. When talking to our insurer clients we recognise the need for additional information to help support them with domestic property claims investigations. Our new information source arms insurers with new property data specifically tailored to their needs, recognising the need to control costs and increase productivity.” MAY 2015 insurancepeople 19

insurancepeople

News

Be Wiser one of “most ambitious” companies e Wiser Insurance has been voted “one of the most ambitious companies” in the south of England. The Andover-based broker was awarded a South’s Most Ambitious Companies award following an independent assessment by accountants Baker Tilly, law firm Rawlison Butler and consultants Endgame Insight. On receiving the award, Be Wiser’s head of learning and organisational development, Crescens George, said, “We were really surprised and delighted to find out we were to receive the award as we had no idea we were being assessed. The award is true testament to all our staff and the direction of our board all of who are determined to succeed; are open to new ideas and advice and determined to continually develop new standards.” More than 5,000 companies throughout the South of England were researched.

SSP invests in functionality upgrades SP has invested $7.2m (£4.8m) in releases and upgrades for its Pure Insurance product. In the last year, this continued investment has enabled eight long-term SSP customers to access a new set of functionality. Those benefiting from the functionality include customers across the UK, Caribbean, Africa and Australia. Three of these customers, including FM Group in Bermuda, have

Nigel Kohler 20 insurancepeople MAY 2015

been with SSP since the 1990s through three iterations of technology. Over that time, the upgrade process has seen them move from a UNIX-based green screen system to a Windows-based VB6 one, and now browser-based .Net technology. Nigel Kohler, sales director of SSP’s Insurer Division, says,“Technology challenges can be a key issue for established insurers, as older inflexible systems are a major hurdle in their ability to compete with more agile new entrants to the market. “At SSP, we are continuing to make significant investments in our solutions, which includes three major releases for SSP Pure Insurance since its launch in 2011, to enable our customers to build on the technology investment they made some years ago.”

Pictured: Be Wiser’s Crescens George receives The South’s Most Ambitious Companies award from Jon Da Costa, partner at accountants Baker Tilly (right), and Tim Sadka, partner at law firm Rawlison Butler (left), with Mark Leeming – Be Wiser’s talent programme manager.

Survey suggests changes in buying habits survey by Towers Watson of over 7,000 consumers across European markets, including UK, France, Germany and Turkey, shows, says the company, “ … the advance of technology increasingly distancing the millennial generation buyers from traditional purchase channels and sources of advice and influence”. Tammy Richardson, UK head of insurance management consultancy at Towers Watson, comments, “Brand power and the traditional broker role are in decline as a new generation of buyers drive a rise in direct sales online. Consumers are increasingly in control and now more likely to ‘pull’ information from comparison websites, smartphones and social

media than respond to ‘pushed’ communication.” “An important implication of this survey, in our opinion,”, adds Tammy Richardson, “is that insurers will need to further enhance their efforts to make product benefits more transparent and use data and analytics in new ways to improve their understanding of customer behaviours. This is likely to be central to future profitability, driving strategy for customer acquisition, retention and portfolio management. There is a lot of attention focused on data (big data), but the data itself will not provide a strategic advantage for insurers; how they use it is key and that is why analytics has such an important role to play.”

In association with

11 million seen as “identity doppelgangers” irect Line research indicates that 11 million UK adults are registered at multiple addresses, with one in seven (15 per cent) of those admitting they are registered at more than three addresses. These ‘identity doppelgangers’ are missing out on vital communications, says Direct Line, costing them in the region of £523 million through fines, missed rebates and lost gifts. Almost a million people have also been victim to fraud or crime due to not keeping address details up to date. Head of Direct Line home insurance Katie Lomax comments, “It’s alarming that such a significant number of people are not updating their

registered home address. This is exacerbated by the findings that three in ten people are negatively affected as a consequence of bad record keeping leading to a loss of income, gifts and important information. “Direct Line wants to raise awareness of this issue as it is so simple to fix. People just need to run through the list of organisations that might need to contact them and send them updated address details. “Cost is highlighted as one reason why people don’t update their addresses and as such, Direct Line is prompting customers to update their details by removing administration fees for all changes.”

Brightside three-year deal with Royal London new three-year partnership deal has been announced between Brightside and Royal London Group, under which Royal London car insurance will be offered exclusively through Brightside. Layton Wilkinson, head of business development for Royal London's consumer division, says, “Royal London chose brightside because it has a strong track record of successful affinity partnerships, with national brands. I’m confident our customers will receive the great customer service they’ve come to expect from

Royal London and its partners, together with quality car insurance which is good value for money.” CEO of Brightside, Andrew Wallin, adds, “I am delighted that Royal London has chosen to partner with brightside. Securing another high profile deal to provide general insurance to Royal London’s extensive customer base demonstrates the strength of our offering. Affinity partnerships are a core part of growth strategy and this is another fantastic partnership for brightside which further supports our plans for growth in 2015.”

Strange pet claims highlight insurance gains n the wake of Asda Money revealing some of the strangest claims made on its accident-only pet insurance, pet insurance technology specialist Aquarium Software say accidents can reveal a lot about the insurance market - and that the power of software to reduce premiums was almost a fortunate ‘accident’ waiting to happen in itself. Top of the pet claims was swallowing a needle and thread, which cost £430 to sort out, while eating tablets (£410) and chewing batteries (£430) came a close second and third. Eating a heat pad was fifth and cost £1,830 in vets’ bills, yet the research revealed that more than half of pet owners (57%) don’t have pet insurance and therefore no protection from such unexpected costs. “Tracking trends in accidents is important, as it allows policy providers to highlight dangers and price policies appropriately, which in the long term can cut costs,” said Mark Colonnese, Aquarium’s sales and marketing director. “In this case, we can warn people that household items need to be kept out of reach of pets as much as young children. Intelligent software allows such trends to be spotted much more easily, but it took the industry a while to catch onto the inherent advantages.” Pictured: (L-R) Four year old Kelpie, Cassie, with Mark Colonnese of Aquarium Software and seven year old Chocolate Labrador, Teasel.

MAY 2015 insurancepeople 21

insurancepeople

News

Standard syndicate now underwriting T he Standard Syndicate (Syndicate 1884) has commenced underwriting and is focusing on providing a broad range of covers to the marine and marine energy industry sectors. The syndicate is managed by Charles Taylor Managing Agency Ltd. It offers a range of marine and marine energy covers: l

Hull: Hull and machinery cover for container, passenger, ferry and cargo vessels, small ships, ferries and yachts.

Energy: Physical damage cover for marine energy businesses covering mobile and fixed platforms and associated onshore facilities.

Liability: Marine energy related non-P&I liabilities, fault-based liabilities for port & terminal operators, and various other liabilities.

Property: Ports and terminals, warehouses and other storage facilities including goods stored and marine related ‘dry’ premises.

Cargo & Specie: General and specialist cargo and specie.

Corporate lines: Marine D&O and E&O cover.

Robert Dorey, active underwriter, says, “The Standard Syndicate brings a single-minded focus on marine and energy underwriting, in-depth market expertise and a broad range of covers to the Lloyd’s market.

Ageas in new deal with Volkswagen geas UK and Volkswagen Financial Services (UK) have entered into an agreement that will see customers buying an Audi, Volkswagen, Skoda, Seat or Volkswagen commercial vehicle within the group’s retailer network benefitting from a new branded motor insurance proposition from April 2015. Under the agreement, Ageas will underwrite the proposition alongside a selected panel of insurers which it will also manage. Ant Middle, MD Ageas

22 insurancepeople MAY 2015

Partnerships says, “It’s fantastic news that we will be working alongside Volkswagen to support their customers and we’re excited about the opportunities this partnership creates. Volkswagen is well known for its quality products and their decision to choose Ageas to build and develop its insurance proposition underlines their trust in our team. This new deal reinforces our ambition to grow our partnerships business.”

“The syndicate has been established by The Standard Club, a leading marine protection and indemnity (P&I) mutual insurer. Through the club, we have been underwriting marine risks for over 130 years and energy risks for the last 40. The marine and energy experience derived from ship owners and energy operators that make up nearly 25% of the world’s international fleet means we can focus on selecting and insuring the best risks and deliver a mutual style claims service that responds to market needs. “We believe that we can bring new business to Lloyd’s market, to benefit from the market’s global reputation for outstanding insurance expertise and unparalleled financial strength. The early signs indicate there is a strong interest in our offering from ship owners who have previously placed their risks outside the Lloyd’s market”.

New jewellery team at JLT Specialty LT Specialty has announced the appointment of David Gordon and Barry Vickery, together with a further 20 of their former Willis colleagues, to JLT's Specie, Fine Art & Jewellery team. David Gordon who will be appointed as CEO of the Specie, Fine Art & Jewellery Division within JLT Specialty, was previously global managing director, Willis Fine Art, Jewellery & Specie (FAJ&S), a role he held since 2002 and in which he established his division’s market leadership position. Prior to that he held senior roles at Marsh and Sedgwick. Prior to joining JLT Specialty, Barry Vickery was an executive director at Willis and before that leader of Aon Risk Services' global fine art and specie team.

In association with

Willis urges underwriters to innovate illis is urging energy insurers to increase innovation and offer buyers a wider range of new products and services as underwriters face mounting competitive pressure, record capacity levels and reduced premium income. A combination of the recent collapse in oil prices, record capacity levels, relatively benign loss records and reduced risk

management budgets have all contributed to some of the most competitive energy insurance underwriting conditions for 15 years, according to Willis’s “Natural Resources Market Review”. Faced with these competitive pressures Willis urges insurers to provide wider coverage for clients, believing that those insurers that fail to do so could be

Expats vulnerable after pensions freedom ith the new pension flexibility rules now effecive, James McLeod, head of pensions at AES International, is warning that British expatriates are among the most vulnerable to pension scammers. “The introduction of the new pension freedoms in the UK is a watershed moment for retirees. Many pensioners will now be free to make decisions which could benefit them immensely, particularly in

the UK where there is a high level of investor protection. “However, those retirees who are based overseas, or who are planning to retire in the sun, need to be very careful about what they do with their precious retirement savings. Unfortunately there are many unscrupulous salesmen who specifically target expats as they are not very well protected in many countries by local laws. “We urge anyone considering making any decisions to check to make sure the firm they are dealing with is regulated and would say that if you are unsure do not do anything. It takes a lifetime to build a pension, but only minutes to sign it away.” To coincide with ‘pensions freedom day’, AES International has launched a free pension review service for expatriates.

looking at an uncertain future. Alistair Rivers, head of Willis’s Natural Resources Industry, said: “In this underwriting climate, we believe that the time has come for more innovation, for new products and services to be developed to attract the interest of the buyer. At Willis, we believe that it is the London market, as the traditional innovators

of natural resources industry risk transfer products that should lead the way.” He added: “The recent pledge by the UK government to work with the (re)insurance industry to attract insurance-linked securities business into the United Kingdom - a move which we in the London market would all welcome – could help inject some fresh thinking into the market.”

Cyber risk protection to boost SME market he SME insurance market in the UK could exceed GBP8.0 billion gross written premiums in 2018, provided insurers embrace the digital era, finds a new report by Timetric UK FS Intelligence Center. According to the report, the SME non-life insurance market was worth approximately GBP7.0 billion and is expected to rise further on the back of increasing numbers of SMEs and help from UK government initiatives along with the general upswing in the UK economy. “With a lot of SMEs in the UK still not insured or underinsured, insurers can hope to deepen SME insurance penetration in the next four years, especially if they develop a truly digital mindset,” says Steffen Mueller, financial services analyst at Timetric. “In a mobile society, user-friendly solutions for mobile devices to boost sales, customer service and data collection have become almost obligatory. However, it is engagement in cyber insurance that can actually provide a competitive edge.”

MAY 2015 insurancepeople 23

insurancepeople

News

FCA imposes biggest PPI fine T he FCA has fined Clydesdale Bank more than £20.6 million for “serious failings” in its PPI complaint handling processes between May 2011 and July 2013 – the largest ever fine imposed by the FCA for PPI failings. The Authority reports that in mid-2011 Clydesdale implemented “inappropriate policies”

which meant that its PPI complaint handlers were not taking into account all relevant documents when deciding how to deal with complaints. In addition, between May 2012 and June 2013, Clydesdale provided false information to the Financial Ombudsman Service in response to requests for evidence of the records it held on PPI

Willis in High Court move illis has commenced High Court proceedings against Jardine Lloyd Thompson Group, JLT Specialty Limited and Willis employee Mr David Gordon for damages for conspiracy and for breach of duty and wrongful interference in the proposed sale of the FAJS division to Miller Insurance Services LLP. A statement from Wilis continues, “Willis applied for an injunction to prevent JLT and David Gordon from recruiting further Willis staff from its Fine Art, Jewellery & Specie (FAJS) team. The judge found Willis had shown there was a serious

24 insurancepeople MAY 2015

issue of unlawful activity to be tried. He did not grant the injunction as he considered the damage to Willis already done. The judge said that damages could be pursued at trial. “Willis will always pursue legal redress against individuals and companies where we believe unlawful action has compromised the interests of our clients, our employees, the markets we work with and our shareholders. We will defend these interests robustly and intend to pursue this case vigorously to trial for the maximum recovery.”

policies sold to individual customers. Georgina Philippou, acting director of enforcement and market oversight at the FCA says, “Clydesdale’s failings were unacceptable and fell well below the standard the FCA expects. The fact that Clydesdale misled the Financial Ombudsman by providing false information

about the information it held is particularly serious and this is reflected in the size of the fine. “We have been very clear about how firms should treat customers who may have been missold PPI. In ignoring documents it held which were relevant to its customers’ complaints, Clydesdale failed to treat its customers fairly.”

Ageas commercial lines underwriting surgeries geas has launched the first in a series of commercial lines underwriting surgeries. Three pilot surgeries, for brokers targeting SME and fleet business, were held during March at underwriting centres in Manchester, London and Gloucester. Over 35 brokers attended and more than £1 million in premium was quoted. Manually traded SME and fleet insurance covers were placed on the spot and digitally processed Optima Small Fleet was demonstrated. The aim of the surgeries, says Ageas, is to give traders from regional broker markets an opportunity to discuss specific policy covers face to face with the commercial underwriting team at Ageas. The surgeries are also designed to showcase the scope of commercial covers available from Ageas. Cathy Taylor, head of commercial underwriting and operations at Ageas, comments, “The underwriting surgeries are a ‘back to basics’ approach, allowing us to work with our brokers on a more personal basis. …....... There is certainly an appetite for this level of support in the broking community and we intend to make this a regular feature of our commercial calendar. It really gives us an opportunity to showcase the level of underwriting expertise; service and agility we offer commercial brokers and the range of products that meet the demands of the SME and Fleet sectors.” Brokers interested in finding out more about the next series of underwriting surgeries scheduled to take place in in the second quarter of 2015 should visit the Ageas stand at the BIBA Conference in May or contact their commercial broker account executive.

In association with

Asbestos bill leading to “over-burdening costs” he Scottish Bill to recover medical costs for asbestos diseases will lead to over-burdening costs on compensators as well as delay to the claims process and will do little or nothing to improve the overall care services for asbestos victims, says business law firm DWF. The Recovery of Medical Costs for Asbestos Diseases (Scotland) Bill intends to place the claims from victims of asbestos disease on an ‘equal footing’ with those from accident victims. In its response to the consultation launched by a member of the Scottish Parliament, DWF argues that the Bill will have no effect on sufferers of asbestos-related diseases who would retain

the same quality of care they already receive. The only outcome would be to simply transfer the cost of the care to the compensators and their insurers. DWF partner and head of occupational health and casualty Derek Adamson, who gave evidence at the Justice Select Committee inquiry into mesothel claims last year, says, “We believe the proposal could in fact worsen the position of mesothelioma victims. In recent years there has been a drive to improve efficiency in asbestos related disease claims handling. The practical difficulties which will be encountered in operating the proposed scheme will undoubtedly add further layers into the

Board re-structure for Brokerslink rokerslink has restructured its board of directors, aiming for growth and revenue generation following its change from a not-for-profit association to a for-profit global broking company. As a result José Manuel Fonseca has been appointed chief executive officer of Brokerslink. The change of role from chairman will enable him to both intensify his executive involvement in Brokerslink and co-ordinate the management of its increased responsibilities towards members, employees, markets, clients and shareholders.

The role of chairman has been assumed by Jamie Crystal, executive vice president of Crystal & Company, while Grégory Allard, executive vice president of Filhet Allard has been appointed deputy chairman. Shaun Hooper, chief executive officer international of Cooper Gay Swett & Crawford, has also joined the board. He replaces Steve Jackson, Latin America regional commercial director of CGSC, who will now focus his Brokerslink role on business development as regional director, Americas.

claims process and inevitably slow it down. “The other main aim of the proposal is to ensure that finances are recouped by the NHS on the basis that it is not fair that the financial burden of providing that cost should rest on the taxpayer when compensators are well

insured. This fails to take into account that this proposal would rewrite the nature of the employer’s liability and would burden the defendants and their insurers with a liability which was never foreseen when the policies were sold and paid for decades ago.”

Markerstudy to acquire Chaucer's UK motor business arkerstudy has reached an agreement to acquire Chaucer’s UK motor business (including the business written under the Chaucer Direct brand and REIS). The purchase will extend the group’s GWP to in excess of £900M and swell employee numbers by a further 430. From headquarters in Whitstable, Kent, and a further office in Nottingham, the business to be acquired from Chaucer provides motor, commercial property and liability insurance to over 450,000 customers in

the UK – via intermediaries and brokers, aggregators, and direct. Kevin Spencer, group CEO comments,”This acquisition will strengthen our core offering, and complement our strategy for growth and profitability. I am pleased that we were in the fortunate position to be able to reach agreement to acquire the business. It will add significant value, positioning us for further success.” The transaction is expected to complete in the third quarter, subject to regulatory approval. MAY 2015 insurancepeople 25

In association with

insurancepeople

News

LV= Broker new scheme with Darwin Clayton V= Broker is launching into the heating, ventilation and air conditioning sector through a new partnership with specialist schemes broker, Darwin Clayton, commenting that the deal is “ ...an important first step in LV= Broker’s strategy to grow in this market over the coming year”. The partnership will be available to Darwin

Clayton’s existing customer base and new customers alike. For contractors working in the sector, the product includes liability cover for damage to customers’ property being worked upon, customer’s financial loss and professional negligence. It can also be extended to cover liability claims as a result of faults with security systems

supplied and defective workmanship in electrical products supplied. The policy is currently available exclusively via Darwin Clayton. Mike Crane, commercial lines director at LV= Broker, says, “Darwin Clayton has an excellent reputation for schemes and we are really pleased to partner with them. This is the first time that we have offered

a product for the HVAC sector and Darwin Clayton has been instrumental in developing the product with us. We believe this is a good time to be launching into this market as confidence in the economy grows, and businesses start to invest in their future, and is part of our ongoing strategy to build our commercial lines book.”

Reinsurance rates in low historic range

Lancaster Insurance sets Guinness World Record

n its latest report on reinsurance, Towers Watson comments that it is an asset class that continues to add valuable diversification to portfolios, despite falling premiums over the last few years and rates now at the low end of the historical range. It ascribes premium rates at lower levels to claims being at a low enough level for the majority of losses to be retained by primary insurers. Among other findings:

lassic car specialist Lancaster Insurance is now an official Guinness World Record holder after organising the “largest parade of MGs”. The parade took place on April 11 at Rockingham Circuit in Corby, where 144 MG owners and lovers took part in a world first. The parade took place on the Oval Track, the UK’s only banked oval and Europe’s fastest motor racing circuit, with an array of classic and modern MGs in attendance. An official Guinness World Records adjudicator oversaw the attempt, confirming on the day that a new record had been set. Celebrations were completed with a free traditional hog roast for all participants.

Reinsurance capital reserves have increased. Combined with positive returns on these reserves, a downward pressure on premiums as a strong cyclical supply of reinsurance capital requires a lesser risk premium to encourage it to be put at risk.

There has been increasing interest from investors in the asset class – largely due to its attractive diversification properties.

Whether premiums will stay low or fall further depends on the potential for the current low rates to attract new demand for reinsurance capital. Alternatively, a significant catastrophe event could also reduce capital quickly, leading to higher rates again.

Managers with scale and good access will be best placed to seek opportunities with the highest riskadjusted returns. While a significant catastrophe could change things, the trend is for higher premiums and more attractive prospective returns.

26 insurancepeople MAY 2015

On the move Who’s going where? Marsh

Nick Sinfield

Tokio Marine Kiln Tokio Marine Kiln appoint Nick Sinfield as group head of claims. With over 30 years’ experience, he joins from Catlin, where he was CEO of Catlin Underwriting Agencies and Catlin Insurance Co (UK) Ltd. Prior to that he was group & UK claims director at Catlin for nine years. In an earlier role he was managing partner at DAC Beachcroft.

Simon Thompson joins Marsh as leader of its chemicals and life sciences practice for UK and Ireland to head the Marsh development in this sector. With 30 years’ experience he joins from Aon, where he was international director within the global client unit, and previously led the life sciences and chemical practice for Europe, Middle East and Africa. His career began with Sedgwick, now part of Marsh.

Towers Watson Frédéric Traimond joins Towers Watson as

Equinox Equinox Global appoints John Davison as head of claims. He brings 25 years’ experience in credit insurance, 14 of which were spent at Euler Hermes. He joins from specialist broker Credit & Business Finance Group LLP.

John Davison

Frédéric Traimond

Stuart Reid

AJG Stuart Reid joins Arthur J. Gallagher’s international brokerage operation as CEO for UK Retail. He was appointed

French office leader and south west Europe divisional leader of risk consulting and software (RCS). He joins from PWC where he was a partner in the actuarial practice. Previous roles included group chief operating officer at Flagstone Re; chief risk officer of AXA-Winterthur; and prior to that non-life manager of AXA Switzerland.

Aspen Aspen Risk Management appoint Ian Floyd as head of claims, North, based in Manchester. He joins from Liberty Mutual where he was senior claims specialist. He previously worked for Aegon, Independent Insurance, Capita Aurora, and Robins Claims Solutions.

Ian Floyd

executive chairman of Bluefin in 2013 following five years as CEO. He joined Bishop Skinner in 1986 before leaving and co-founding Stuart Alexander in 1993. Stuart Alexander was acquired by Axa UK in 2007 along with Smart & Cook, Layton Blackham, The Davis Group, and SBJ UK and became Bluefin Insurance Services. He is also deputy chairman of BIBA and chair of the CII broking faculty board.

Michael Brooke

Sterling Sterling Insurance appoint Michael Brooke as regional development manager for Yorkshire and the North East, reporting to Simon Hodgin, divisional manager for the Northern Regions. He joins from Broker Network, whom he joined in 2008, most recently as insurance relations manager for Towergate. He previously held sales and marketing roles for Bradford & Bingley, John Charcol, and marketing consultancy Enventure. MAY 2015 insurancepeople 27

On the move Who’s going where? Bluefin

Capsicum Re

Former finance director of AXA Commercial Lines and Personal Intermediary, Robert Organ is appointed CEO of AXA-owned Bluefin Insurance Group. As a former chief finance officer for Bluefin, his previous experience in the UK and Australia was with Chase de Vere and AMP.

Capsicum Re appoint Alistair Lockhart-Smith to lead its marine & energy specialty business. Currently deputy chairman of global business at JLT Re having joined JLT Risk Solutions in 2000 as head of marine & energy reinsurance, he began his career in the marine & energy team at Alexander Howden upon graduation from the University of Edinburgh. In 1992 he founded energy reinsurance broker Bradstock Lockhart-Smith before selling in 1996, and became deputy chairman of Bradstock Blunt and Crawley.

Mark Jones

SunLife Mark Jones joins SunLife to lead the protection retail business. Previously head of protection at LV= with over 27 years’ experience in the financial services industry, he was also head of protection marketing for Friends Provident (20002009) and held senior roles at Abbey Life (19872000).

Marc Paasch

Willis Willis Group appoint Marc Paasch as the global head of ART solutions. He joins from Marsh where he was managing director, head of analytics and cohead of risk consulting in Europe as well as a member of the Marsh France Executive Committee. Before that, he held senior positions in Paris and New York, including at Allianz and Société Générale.

Modus E-trading specialist MGA Modus appoint James Bulmer as data manager. He joins from Canopius where he was electronic trading manager. His 16 years’ insurance industry experience includes personal lines broking and taxi and motor fleet underwriting. 28 insurancepeople MAY 2015

Gary McInally

Allianz Allianz Global Corporate & Specialty (AGCS) appoints Rishi Baviskar as cyber risk consultant based in London. His 15 years’ IT experience within large oil, gas, automotive and pharmaceutical companies involved process development ranging from onsite engineer to the design and implementation of cyber security policies.

Novae

Flood Re Flood Re appoint Gary McInally as chief actuary, latterly head of capital at Canopius. His 15 years’ actuarial experience includes being a principal consultant at PwC, and inhouse actuarial at Liberty Mutual.

Rishi Baviskar

Darren Pardon

NewLaw NewLaw Solicitors appoint Darren Pardon as commercial director. He has relocated to Wales, and with over 17 years’ experience, he joins following six years at BGL Group, where he was associate director for the supply chain, and later managed external partner relations. Prior to this he spent 12 years at Aviva, latterly managing the legal supply chain.

Hanne Wagner is promoted as head of agriculture reinsurance at Novae Group whom she joined in 2012 having previously worked as an agricultural analyst at Endurance Worldwide Insurance. Prior to that she worked at R&V Versicherung AG.

Hanne Wagner

by Andrew Newman

Driverless driving – how safe? n the efforts to peer into the future, the personal lines fraternity has been paying close attention of late to current vehicle telematics applications. The beauty of this adventure for underwriters is that all the inward facing (some might use the word ‘selfish’) elements such as ‘big brother’ overview; ‘spy in the cab’; fees for passing on leads etc can be successfully smoke-screened by car safety-speak.

Intermediaries like it too. They can now present blue chip material facts to their underwriters and gain accurate pricing, which can obviate gender directives and other regulatory red tape.

in association with:

sedate drive from the pub car park and sudden acceleration into the tree*, was being monitored. His nose DNA was also found on the airbag! * A ‘stationary’ tree – as some claim reports like to term it

Driverless cars n the same futuristic theme, the concept of driverless cars has obvious implications for both insurance, and for motorists. New technology may be marvellous, but there’s still plenty of wrinkles to be ironed out.

Take satellite GPS:Motorists win too. Careful drivers feel they are no longer subsidising everyone else, and young drivers find it easier to get cover when they agree to be tagged while driving.

lorries stuck down lanes, cliff edge experiences, “Sat Nav error!” signs at known hotspots. Sudden silence when the nice lady on the sat nav gets lost.

But it’s becoming clear that many drivers, particularly young ones, don’t really understand the impact of this 24 hour vehicular surveillance:-

for the last few months a new sat nav application for a certain grocery home delivery service has been sending its drivers off beam, resulting in ‘where are you?’ calls from exasperated delivery drivers.

there’s bus apps that reveal real-time movement. But the bus and the map can go out of sync. So a bus, say in the Strand, appears to be wending its way off route in the back doubles behind Covent Garden.

the telematic’d young driver crashing his car while speeding homewards to beat the late-night driving curfew as laid down in his policy wording

enquiry from the police and claim farmers after any piece of violent vehicle manoeuvre – regardless of whether it was really an accident

place and time parental knowledge of car usage

the fraudulent ‘car stolen outside the pub’ scam – one rogue’s double whammy was not only forgetting his he interview with A-Plan chief exec Carl Shuker on page 10 this month cites the importance of customer welcome in modern high street insurance broking offices. A-Plan has been following that idea right from inception – 50 years ago. But elsewhere ‘twas not always thus.

Come with me now… back to a more typical office of the ‘BDL’ era (before Direct Line) when hundreds of small, oneman band, independent brokers held a monopoly, and so didn’t find it necessary to trade from the smartest parts of the high street. Being the only act in town - before multi-channel distribution came along - and with a totally captive

Small irritations perhaps, I agree. But when it comes to driverless cars… well, call me cautious, but few people would surely argue against the imposition of a 100% fail safe regime when the time comes. audience, what incentive was there to provide a wellfurnished customer welcome? So witness a rather down-at-heel office, no furniture, a bicycle leaning against the scuffed and dented brown painted wainscoting. A primitive wooden counter, and behind it the owner – standing – with overcoat on, fingerless gloves – in fact a good replica of a TV character older readers would recognise as Albert Steptoe. Noxious heat emanating from a paraffin heater. Haphazard files and paper everywhere. Looking back, the occupiers of these offices did actually try to treat their customers fairly… it’s just that they weren’t very good at it. MAY 2015 insurancepeople 29

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