Insurance People September 2013 eEdition

insurancepeople issue 36 September 2013

Nicki Charles The background to Hastings Direct's new TV campaign See page 14 Insurance People inside include:

Matthew Bache Phil Bellamy Chris Bonsall Reg Brown Jim Chatten Jill Hambley Steve Hankins Mark Preston Geoff Riebold Andy Westall

in association with

insurancepeople

leader

www.insurancepeople.uk.com

“How do you solve a problem like Aviva?”

September 2013

In this issue

(with apologies to Rodgers & Hammerstein) Editor and Publisher

Consultant Editor

Andrew Newman

Brian Susman

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 Commercial Director

T

he August financial pages in the national press gave good coverage to the fillip in the Aviva share price, and the new hierarchy’s attempts to repair past damage.

Of course this kind of black-or-white, good-or-bad, financial reporting of global activities is aimed at investors. But what’s good for investors – whether global or here in the UK – isn’t necessarily so for Aviva’s UK brokers, their clients, or the UK workforce.

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Late news

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Market talk

13

Investigations Cath Williams, RG Investigations

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The majority of the August reportage naturally focused on the global aspects, but a few lone voices did hit the domestic nail on the head - Aviva needs to rebuild its esprit de corps among a demoralised UK workforce.

“Our people are our greatest asset” – there was a time when the Norwich-based insurer could rightly boast this accolade.

The global focus for Aviva may be all-important. But then so is the ‘people’ factor here on Aviva’s own doorstep.

Interview Nicki Charles, Hastings Direct

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Risk management Construction Mark Preston, Cardinus

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Jeni Hall jeni@insurancepeople.uk.com 07969 510172

Developments in automotive glass Chris Bonsall highlights the new technology

www.insurancepeople.uk.com

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ATE

Printers

Phil Bellamy, DAS says ATE

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

may be down, but not out

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

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Ones that got away Frank Thornton once worked in

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Cath Williams welcomes regulation in the private eye world

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Mark Preston outlines safety codes in construction

insurance

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Also find us on:

Reg Brown’s Postcard Emporium LV visit Leatherhead in 1912!

ISSN 2043-9202

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News

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On the move

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.

Who’s going where?

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Phil Bellamy says rumours of the demise of ATE are premature

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Reg Brown reveals an NU booklet that saved a life!

On the Road Brian Susman - things that go ‘ring’ in the night

SEPTEMBER 2013 insurancepeople 1

insurancepeople

in association with

Late News

Carole Nash sales rise to £26.1m F

or its financial year ended 31 December 2012, Carole Nash reports sales of £26.1m, compared with £25.0m the previous year. The company is reinvesting nearly £1m in its newly established Cherished Car division, resulting in a fall in pre-tax profits. from £5.9m to £5.1m.

“For our customers motorcycling is typically a lifestyle choice, a passion, rather than a practical

necessity and so the current economic climate is no doubt impacting the number of bikers on the road,” comments chief executive David Newman. “That Carole Nash secured significant sales growth against that backdrop, and within an ever competitive market, speak volumes about the brand’s strength, our proposition and the effectiveness of both our strategic and tactical

marketing activity. It also clearly indicates we have gained market share.”

As well as re-investment in the classic and performance car market, Mr Newman says that the board has committed to build its “no frills” Just Motorcycle brand within the aggregator channel.

He adds that the division is also beginning to benefit from free forensic coding security – Carole Nash

David Newman

DNA+ – with its Cherished Car policies following its success in the bike market.

Cassidy moves from Swinton to SSP

Hastings Direct raises £43,840 for breast cancer

S

H

SP has appointed Paul Cassidy as director of its e-Trading Division. He will be responsible for the future development of SSP’s core e-trading and distribution solutions across both personal and commercial lines sectors, including SSP Quote Hub, its real-time rating hub for personal lines.

He comes to the job with experience from his previous position as head

Paul Cassidy

2 insurancepeople SEPTEMBER 2013

of information systems at Swinton, where he was responsible for defining and delivering its systems strategy.

SSP chief executive Laurence Walker says, “With investment returns set to remain low, and unrivalled levels of price transparency, the personal lines market will remain intensely competitive.

Against this backdrop, it is essential that we continue to invest in SSP Quote Hub and other platforms that will enable our customers to improve their responsiveness and reduce their costs.

Similarly, in commercial lines, we must continue to move our capabilities forward, particularly in the low value micro-SME segment.”

astings Direct has just donated £43,840 to the Pink Ribbon Foundation in support of breast cancer charities.

The monies were raised by one of Hastings Direct’s brands - insurepink. The company donates for every insurepink car, home or travel insurance policy sold from its web site insurepink.co.uk to the Pink Ribbon Foundation charity which supports breast cancer charities.

For the first half of 2013, Hastings Direct has raised over £100,000 for breast cancer (£112,090).

Pictured left to right: Liz Latter, head of insurer development, Hastings Direct; Jonathan Prince, head trustee for The Pink Ribbon Foundation and Andy Kirton, director, Hastings Direct

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market talk

Andrew Newman

HBC team complete their MBO

MBO for HBC T

hanks go to HBC Vehicle Services Group for a splendid evening in London’s City Road during the hottest part of July. This is the way to organise summer gatherings – plenty of elbow room to move about; no loud music drowning out the conversation; an informal dress code on a hot day; and the option to take your drink outside to take the air.

The celebration was to toast HBC’s management team’s recent successful completion of its management buyout of the business from founder Terry Holding.

The new owners are managing director Steve Hankins; financial director, Matthew Bache, IT director Geoff Riebold, and commercial director Jim Chatten. Between them they have provided over 50 years service to HBC. MD Steve Hankins confirms the loyalty and conscientious contribution from HBC’s 120 staff, and the wish to maintain core fundamental qualities to ensure continual employment for all staff.

Steve Hankins 4 insurancepeople SEPTEMBER 2013

Matthew Bache

“This deal represents a marvellous opportunity for us. We have great confidence in the business and its people, and are well positioned for organic growth. We possess a strong understanding of our customers’ needs and the many strengths that exist within our business.”

Mr Hankins joined in 2009. His career spans both the automotive and insurance industries. A qualified motor vehicle technician, he was service manager for a VW/Audi franchised dealership group before taking on senior management roles at BGL Group, including engineering manager; associate director for supplier management; and associate director for the claims section, ACM ULR, with specific responsibility for vehicle repair and total loss.

Financial director Matthew Bache secured a mechanical engineering degree at City University in 1988 and completed his graduate training with GEC Avionics. But then decided on a career change, joining

accountancy firm M J Ventham and Co and became a chartered accountant in 1992. He then entered the international haulage business as a financial controller, and served a similar role at the Engineering Employers Federation before joining HBC in 1999 as finance director.

While training as an engineer, IT Director Geoff Riebold later developed his interest in IT, becoming a robotics programmer before moving into commercial analysis & development and later database design & development. His

Geoff Riebold

Jim Chatten

consultancy roles included The Post Office, Security Services, Marks and Spencer, Barclays Bank, London Underground and United Distillers. In 1991 his company was selected to design and develop HBC’s computerised systems and before long he joined full time.

Commercial director Jim Chatten joined HBC in 2000 as commercial manager having started out with Red Star in claims before Equity dropped the name. He was with them for 16 years, and spent a short time with Liberty before bringing his industry knowledge of claims handling to HBC.

Alfresco in the city

O

ne of the most uplifting city centre sights – at least in the early part of the summer – is bustle created by hordes of city workers at the end of their day’s work who shun the sweaty rush hour throng and head for their favourite water hole, spilling out onto the sidewalk, ties discarded and collars open. Whether networking, bonding, or just enjoying the drink and chatter, it’s certainly a dynamic sight.

A singular view perhaps, and to be honest, one that may have become slightly jaded by the time these words appear in print. But when the heat wave struck in July it was a welcome diversion from normality.

in association with

“Electrochromic glazing” “FCA fine is just the beginning”

‘Intelligent’ automotive glass echnology marches on so fast, forcing change both in domestic life and in the world of business. That thought arose in a conversation with Chris Bonsall, training and innovation manager at Auto Windscreens in connection with his article this month on page 17.

The electronic complexity of today’s automotive glass presents an increasing challenge for training and processes.

“It’s astonishing what can now be built into automotive glass,” he

T

Chris Bonsall

says. “The use of electrochromic glazing is only seen in prestige vehicles in the current marketplace, but it’s at the touch of a button technology that enables the vehicle glass to be darkened or lightened.

This, and the use of visual cameras and sensors will become the norm. I foresee more rapid and exciting changes to our industry in the coming 1020 years.

“Size is also contributing to the complexity of glass. For example, roughly 20% of a Citroen Picasso is made entirely of glass. Vehicle manufacturers are constantly looking at adding more and more ancillaries to glass and giving the driver more visibility and a feeling of airiness around them.”

Chris Bonsall’s article appears on page 17

Marketing comes home

I

t was a pleasure to recently interview Nicki Charles about her role in Hastings Direct’s recent campaign (see page 14). She is the marketing director and it was satisfying to hear how smoothly support for marketing activity across a whole company can now work.

It wasn’t always so. There was a time when the ‘marketing people’ used to be left very much in isolation, particularly within the ‘departmental’ business model.

“Nowadays marketing can be an integral part of the ethos,” says Nicki. “Everyone gets involved in marketing to some degree. And yes, everyone has an opinion - and there are some worthy ones.”

Now, that’s something that would never have happened in the past.

UKGI warning for brokers

T

he recent fine imposed on Swinton by the FCA for the mis-selling of addons should act as a warning to all brokers, according to compliance specialists UKGI. “The FCA’s Swinton fine could be just the beginning of the regulator’s add-on campaign,” says compliance consultancy services director Jill Hambley.

“The flaws in sales process identified at Swinton do not apply only to large call centre-based brokers, but operations of all sizes. The FCA is rolling out a programme of online assessments at the moment which will touch the majority of non-relationship managed firms in the country and these assessments pick up on sales processes, including how firms incentivise their sales staff.

“There’s a sharp focus on sales and employee incentive programmes at the moment and brokers must be prepared to be questioned on the processes they have in place; the sales strategies they are employing; and how they can ensure that they prevent customer detriment.

“If the regulator identifies issues within a broker, such as those at Swinton, it can demand that brokers undertake reviews of business sold going back to the time of product launch.

“The £7.4m fine was issued for flaws in the sales

Jill Hambley

process of add-on products with the regulator claiming Swinton had prioritised profit ahead of the consumer while making it clear that the fine should act as a deterrent to the market.

“I recommend brokers ensure they can evidence monitoring of potential conflicts of interest, and have structured sales processes in place which prioritise the fair treatment of customers. And also provide clarity around incentive programmes in relation to add-on products.

“The regulator has given the market fair warning about the way addons are sold and this fine is as strong a warning of their approach as can be given.

Any broker that sells addons needs to be confident that their sales processes stand up to scrutiny and that they can explain the rationale to the regulator.

This could just be the beginning.”

UKGI, part of the UK General Insurance Group, was founded in 2003 as a dedicated compliance business for the independent broker.

SEPTEMBER 2013 insurancepeople 5

market talk

More ‘silly season’ excitement

Déjà vu at Swinton J

uly-August has always been the traditional national press ‘silly’ season. It was nourished in 2013 by an early retention of the Ashes and Royal Baby fever. For the financial press, the Financial Conduct Authority sailed in with its hefty fine for Swinton Group, citing “an aggressive telephone sales strategy for add-on policies that failed to treat customers fairly”.

But this was surely déjà vu? Wasn’t Swinton fined £770,000 back in 2009 by FCA’s regulatory predecessor, the FSA, for mis-selling PPI as an add-on? These offences took place between December 2006 and March 2008, when over 500,000 policies were reported to have been sold, with only 266 claims ever being paid out. The FSA said in 2009, "Swinton did not put in place an adequate system for establishing that the PPI was suitable for the customer before the recommendation was made."

The FCA summer 2013 hit of £7.4m (which makes the 2009 £770k fine appear rather paltry) relates to £92.9m worth of sales of monthly add-on personal accident, home

When cross-selling turns into mis-selling

A

dd–ons, or cross-selling, have long been part of the Swinton culture, long before statutory regulation came into being. In the late 1970s, the Swinton chain was still a family-run business based in the North-West.

That’s when I first came across the Swinton name. Having worked in the composite office sector as a business developer within a designated ‘patch’, a move to a smaller insurer operating nationwide from a single office in the South-East introduced me not only to Swinton, but to other broker chains.

At the time, the composite offices wouldn’t touch them with the proverbial barge pole, and that allowed the smaller motor specialist insurers to gain a foothold in the high street.

Swinton’s big decision when I came to know them - not only their hierarchy, but all the area managers and a good number of the branch managers - was that of expansion.

Having filled the founder and owner Ken Scowcroft’s Lancashire turf, how would the chain model fare elsewhere?

No, not throughout GB as a whole – that came later. The real big step was to step across the Pennines into Yorkshire.

Would Yorkshire customers embrace the idea of dealing with a Lancashire company?

They did. And so did customers throughout the country when the chain reached around the 800-900 mark during the 1980s.

6 insurancepeople SEPTEMBER 2013

emergency, and motor breakdown policies mis-sold between April 2010 and April 2012.

And the 2013 FCA finding wasn’t dissimilar to that of its FSA predecessor back in 2009, stating that Swinton “did not explain the cover clearly enough or tell customers the monthly policies were optional and separate from other core insurance products. It did not give enough information about the terms of the policy, including the conditions and limitations, and cancellation process.”

There’s now a new regulator, and a new Swinton board, but both seem to have inherited the same problem involving the "assumptive selling technique” process. Speculation suggests the December 2011 departure of the former Swinton executive board exercised by French parent Covea may have been influenced by more than just “performance related share scheme payments” as reported at the time.

The good news is Swinton has come clean, and is putting things right, with £11.2m set aside for recompense purposes.

And that’s when the composite offices started paying attention. It was around 1986 or so when I found myself sitting next to Royal area business manager for the North West, Derek McLaughan at Daveyhulme when Swinton hosted its annual golf day. (How many future contacts were made at that Swinton event over a decade or so, I wonder? It was a networking gold mine!)

Considering the aloofness of the composite offices toward motor chain brokers at that time, the shock of a composite office representative being at a Swinton event excused my “What are you doing here?”. It was explained that Royal for one had undergone a change of heart and were now doing business with Swinton. And of course, after Royal merged with Sun Alliance they liked it so much they bought the business. But only until they sold it on to Norman Insurance – later MMA and later still, Covea.

Not wanting to miss out, the other composite insurers followed suit, and the result of having conquered the whole country was that 1980s’ competition became fiercer than ever before. Swinton admitted that commission alone was not enough to keep the bottom line in the black, and the solution was the cross-selling of add-on products. Initially it was things like household or legal expenses, and it was successful in keeping profit levels healthy.

But alas, somewhere along the line professionally-based cross-selling techniques turned into mis-selling.

The Editor

Briscoe appointed chairman of Money Advice Service

in association with

Paul Lawrence acquires Thompson & Bryan

Not in my backyard! quirky side effect of the original 2009 FSA Swinton fine for PPI mis-selling was the concurrent take of the broker trade associations, BIBA and IIB. The “Not in our backyard!” theme of casting blame for the PPI scandal exclusively at the door of the banks was flawed when Swinton (and a few other brokers) were also found to be active in PPI mis-selling. The banks themselves never picked up on this issue… but then they had other problems knocking on their door at that time.

A

Briscoe takes up FCA appointment

A

fter leaving AA Insurance in 2004 to work in private equity Andy Briscoe left the general insurance scene for a while.

Or at least the number of sightings dropped as far as general insurance functions were concerned.

But last year he became chairman of The Policy Shop, the personal lines insurance intermediary based in Coventry. And more recently he has been appointed as chair of the Money Advice Service.

Representatives from the FCA, HM Treasury, and the Money Advice Service selected him for… and I quote… his boardroom experience; his 27 years in financial services; and the complementary skills he offers to those of Money Advice Service CEO, Caroline Rookes.

The two-day-a-week role starts this month when the outgoing chairman Gerard Lemos stands down. Andy Briscoe: “In these tough economic times, some people are facing financial problems and anxiety. So

Andy Briscoe

this is an important time for me to be joining the Money Advice Service as chairman.

I am excited to have the opportunity to help consumers better understand the options available to them, and through planning their finances, to help everyone to make the most of their money.”

The Money Advice Service is an independent organisation set up by Government to provide free, unbiased money advice across the UK – online, over the phone and face to face.

The service is paid for by statutory levy raised through the FCA.

Lawrence takes over at T&B E

arlier this year Paul Lawrence purchased the intellectual property rights and work in progress of Thompson & Bryan. “This was an opportunity I simply couldn’t turn down. It’s a great business and a trusted brand that simply got into some unforeseen financial difficulties. There will need to be some changes to the structure of the business, but moving forward the picture is all very positive.

“Thompson & Bryan were no strangers to me,” says the new principal and managing director. “I’ve known them for many years and always respected their abilities and admired the professional way they went about their work.

I’m confident that this great brand can continue and that I can build on the solid foundations and a trading history that stretches back to 1867. Much of the team has remained in the business, and the new ownership will not affect any claims we are currently working on.

Paul Lawrence

“The broker market has always been important to us and we have already started to expand our capacity following our appointment to a number of claims assessor panels including, most recently, Composite Legal Expenses and Commercial Claims Solutions.”

Paul Lawrence has been a client-focussed claims specialist for over 30 years.

Originally part of the Harris Group, which later became Harris Balcombe, he set up his own adjusting and advocacy business, Commercial Claims Solutions.

Children love dinosaurs

W

atching Jurassic Park under parental guidance, a reader’s three year-old’s verdict when the T-Rex gave the loo sitter a nasty surprise:"That man should have filled his park with squirrels!"

That ‘filler’ helped us out last year, but a response from an older, and more pragmatic four-year-old, sent in by another reader keeps this one going:"That T-Rex just wants to use the toilet!"

And after all we’ve said this month about the national press ‘silly season’ fillers!

SEPTEMBER 2013 insurancepeople 7

market talk

Brian Susman’s Cricket Celebs slip up in Somerset

T

he Insurance Celebs XI managed to find a fine day in what was, at that time, a summer of dross weatherwise for their annual meeting with the might of DAS cricketers. The Celebs had assembled a strong side (with only one ringer) to take on DAS at the beautiful Claverham CC ground in north Somerset, but found the DAS team in resilient mood, with skipper Andy Parkinson (himself a sometime Celeb) having played his cards close to his chest in disclosing the strength of his side (two ringers, we think!).

Under the scrutiny of two GGs – umpires Graham Getgood and Graham Gomm, both of them not unknown in broking circles – the Celebs batted first. With the DAS opening attack in mean mood, the Celebs openers had managed only

10 runs in the first 9 overs, when skipper David Haynes decided it was time to launch an attack and was promptly caught.

Andy Parkinson, bowling downhill and with the wind at his back – he was the skipper, after all – reeled off six opening overs for just 3 runs and 1 wicket. Simon Tucker gave good support, with his six overs costing just 23 runs.

Don Oakley managed to get the Celebs innings going, in company with Keith Fowles, both finishing up with 38 runs to their name.

Geoff Doyle and Steve McNally both contributed a useful 14, but the real impetus was given by Ryan Thorpe, who hit hard and often to reach the retirement point of 50, the Celebs' final 40-over score rising to 189 for 5.

The victorious DAS team. Back row, left to right, Malcolm Evans, Martin Bex, Neil Waters, Simon Tucker, Craig Wedmore, Ben Parkinson-King. Front row, left to right, Alex Taylor, Dean Thomas, Andy Parkinson, Simon Bennett, Jay Curtis.

In spite of DAS's best efforts to nobble the Celebs bowlers, with a sumptuous array of home-made cakes during the tea interval, Zahir Mohammed made a good start for the Celebs, bowling Jay Curtis for just 2.

However, after that it was somewhat one-way traffic, with the DAS batsmen –

Dean Thomas (27), Craig Wedmore (50 retired), Simon Bennett (47) and Simon Tucker (14) – taking the home side to a winning 190 for 5 in the 38th over.

Most successful of the Celebs bowlers was Brian Lambert, who came on to bowl at the end and took 2 for 24 in 4 overs.

Open GI back to winning ways

A

lthough a prior appointment on the operating table prevented me from attending in person, I can tell the eager reader that the Bedouins CC scorebook reveals that, after a run of defeats in the annual meeting between the two teams, Open GI at last got back to winning ways at Enville, Staffs, in July, with a comfortable six-wicket win over the home side.

Led by regular Bedouins member Des Johnston (who, I gather, took unseemly delight in putting one over on his erstwhile 8 insurancepeople SEPTEMBER 2013

cricket chums), Open GI fielded what turned out to be a team of “regular” cricketers, to pass the Bedouins score of 112 for 6 in the 17th over, with six wickets in hand.

For the Bedouins, Ian Woodhouse was in his usual belligerent form, retiring on 34, and he had good support from Jono Hill with 23 not out.

But it was Open GI's opening bowlers who did most damage, Waseem UlHassan (PowerPlace) and Dave Means (Open GI) conceding just 19 runs in

total off the opening eight overs. They led the way with the bat, too, Waseem hitting 22 not out and Means 36 not out. With good support from John Pearsall (Open GI) (24) and Damian Baxter (PowerPlace) (23), they reached the winning total without too much difficulty.

Among other top performances for Open GI were Scott Lloyd, with two wickets, and David Clayfield, who dug out his whites for the first time in 16 years and took two catches, as well as hitting the winning run.

in association with

almanac SSP retain trophy

T

he Bedouins completed a poor month, from a results point of view, with a one-sided defeat by SSP at Enville on a bright sunny Sunday afternoon. But they take comfort from the fact that this was another enjoyable encounter with “our friends from the north”, and that once again cricket was the ultimate winner.

Under the watchful eye of IP contributor and umpire extraordinaire Graham Getgood – without the aid of DRS, thank heavens – the home side batted first and found it slow going against accurate SSP bowling. Once again Steve Molyneux proved a thorn in the side, taking 3 for 10 in 7 overs, and, after 10 overs, the Bedouins had mustered only 25 runs and lost two wickets.

Ian Woodhouse (25) and Lee Bywater (16) halted the slide, but it was number 9 batsman Tony Hancock who showed the way, topscoring with 26.

For SSP, skipper Jim

Robinson rolled back the years to take 3 for 27 in 8 overs, and Ben Watkins and John Dobson completed the wickettakers, with two each.

The Bedouins' all-out score of 116 was not likely to be enough of a challenge, and so it proved. With that man again, Steve Molyneux hitting 43, a score then matched by Ben Watkins, it was left to Ryan Brook (19 not out) to see the visitors home, in conjunction with SSP founder David Rasche, with best part of 15 overs to spare.

Most successful of the Bedouins bowlers was Richard Spratley, with 3 for 31.

All of which left the home team to acknowledge that they were beaten by a far better side on the day. But the Bedouins will be marauding north again next year, in an effort to retrieve the Rasche Shield.

S

ome readers may have missed the daily bulletins on the gates of Susman Towers, telling of the progress of IP's Consultant Editor following his recent open heart surgery.

For their benefit, we are pleased to report that, in spite of one or two setbacks that have somewhat extended the recovery period, all now seems to be moving in the right direction.

His replacement heart valve is, we understand, a “tissue” replacement rather than a mechanical one.

Brian's own comment is that it may become evident in due course whether the replacement was donated by a human, a pig or a cow. Keep an eye on new Susman photographs in future editions!

It will come as no surprise that - showing the true colours of a devoted journalist - he managed to arrange for the operation and what followed to take place during IP's least busy time of the year. How's that for devotion to the cause?

The Editor

Brian’s doing w ell

Another “silly season” silly

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The winning SSP team. Back row (left to right), Chris Butterworth, David Rasche, Ryan Brook, Matt MacCambridge, John Davies, Steve Molyneux.

Front row, Ian Dobson, Jim Robinson, Ben Watkins, John Dobson and Paul Holden.

he usual summer desperation of the national press continued to manifest itself during August. First up was a re-run of an older item of the News of the World kind, featuring alleged shenanigans, a peer of the realm, and insurance connections – let’s pass on.

Then there was the accusation that no less a body than the dear old Motor Insurers’ Bureau – of all people – were involved in shady goings on in the world of private investigations, and the ‘blagging’ of personal employment histories, benefit, and telephone records.

Heaven forfend! With its not-for-profit set-up, and its historical independence and ethos, having a go at the MIB is like accusing your maiden aunt of… well, getting involved in shenanigans of the News of the World kind.

(See page 28)

SEPTEMBER 2013 insurancepeople 9

market talk New trio at Gallagher “The Punters”

New construction hires at Gallagher International B

roker Arthur J. Gallagher International’s construction services division has appointed a trio of specialists in its project finance area. Sophie Jones joins as a director to drive growth, both PFI and PF2, specialising in schools and accommodation, local improvement finance trusts (LIFTs) in the health and

Sophie Jones

social care sector, and portfolio solutions for investors in infrastructure.

Her 18 years’ insurance broking experience, specifically focused on construction and PFI. She is multi-lingual and worked in Australia, Hong Kong, and Vietnam before returning to the UK in 1999 to work in the projects/PFI team at JLT. Mark Allan becomes an account executive to concentrate on single projects and PFI. He joins from Bridge Insurance Brokers where he was a senior client executive, and has previously worked for Centor Insurance Brokers and RK Harrison.

Experienced commercial underwriter Mark Watkins joins as an

Taking a punt M

ention elsewhere in this edition of Market talk about the heyday of high street broking when brokers – large and small – enjoyed their monopoly, reminds me of the time when I first began to make their acquaintance during the late 1970s. It was a time when a certain descriptive phrase of long usage was just beginning to be phased out – because socially it was

10 insurancepeople SEPTEMBER 2013

becoming labelled as a rather vulgar expression!

The phrase in question was used widely by brokers when talking of their paying customers. It wasn’t ‘insureds’ or ‘policyholders’ or ‘clients’.

It certainly wasn’t ‘customers’ – that evolution was still some decades away.

We’re talking about “The Punters” The dictionary

Mark Watkins

account executive on major projects and PFI portfolio accounts and was previously a construction underwriter at AXA. Charlotte Bailey joins from Marsh as a development executive looking at construction opportunities, and will work with the team to devise solutions on insurance programmes and

definition of that time describes a punter as a person who bets. It’s also a member of the public, especially when considered

structures, including alternative risk transfer.

Construction services is one of the business’s largest specialist niches as a specialist international risk and insurance broker. It was set up 15 years ago to cater for the adoption and expansion of private finance initiatives (PFI) in construction.

Charlotte Bailey

as a customer or client. No problems there – what is an insurance contract if not a bet?

But the definition goes on to include a prostitute’s client, or a victim of a con trick. So perhaps things turned out for the best.

P.S. There was another connected phrase fading away at the same time – the so called “Bucket Shop”, used to describe an insurance intermediary office of low status.

Fortunately I never ever met any of them.

08 numbers still shrouded in mystery

in association with

08 telephone numbers still hurting R

ecent newspaper reports involving the consumer minister, Ofcom, and the proposed crackdown on 084 and 087 premium telephone charges rather startlingly remind that it’s now over a decade since brokers and insurance customers found themselves paying premium rates. Action was promised, but not much seems to have happened.

Have a look at the accompanying summary of a survey taken ten years ago in 2003 and see what you think.

Today’s campaigners allege that mobile operators can now pocket almost all the 40p a minute that customers pay when ringing an 08 number from their handset, so it’s not always the firm with the number who gets that dosh.

A certain bank were quoted to have been capable of making over £2m a year by switching from 0845 to 0844 telephone lines – with the phone company also making a lot more than that.

From the archive Premium telephone line investigation - 2003

T

en providers were contacted about their use of 0870 numbers. This is what they said:-

●

No one in the organisation of the medium sized insurer - the target of a particular broker complaint was aware they used 0870 numbers, and asked for the actual number. “Our communications area must have installed them without telling us.”

●

The large insurer named by another broker admitted the allegation was correct. They charged 9.4p per minute for calls to underwriting and 6.7p per minute to claims.

●

Medium sized insurer: “Was unaware of this issue.

Our number has just changed to 0870 but our comms people did not give any impression that this would be a problem.” Later comment: “Have investigated, but as far as I can see our call numbers into London are small and our main customer lines are not 0870. We will continue to investigate to get a definitive picture.”

●

Large insurer: “We do make something on these calls, but it’s not very much.”

●

Medium sized insurer: “We do have some of these.

There is a project to replace them. When first

The recent reports went on to reveal that firms using these lines do not always know exactly how much they are making. That mirrors our own experience - as shown in the panel – back in 2003. Not much seems to have changed.

Paying for the privilege of talking to someone has become more accepted practice in today’s world of communication than it was back in 2003. But it still rankles when say, an insurance broker, trying to cope with poor service from an insurer, is kept waiting on the phone to sort out a problem caused directly by that poor service and knowing that he or she is paying through the nose while the clock ticks on.

But here’s a thought. Forget the telephone regulator.

They’ve spent ten years trying to do something. What about the FCA? They are vigorously working their way through the list of TCF offences. Perhaps they just need a nudge to get to this one? introduced, brokers did not have to pay a contribution, it was just a standard national rate, but now it seems they do. We only discovered this a few months ago, and are now looking to change the numbers.”

It was perhaps significant that the remaining enquiries to a large insurer; a chain broker; and an outsource call centre provider received no reply - circumstantial proof perhaps that they were probably making money from the calls.

This report was first printed in 2003.

SEPTEMBER 2013 insurancepeople 11

market talk in association with

Another score for children’s charities New scam on-the-block?

Another successful Wellard charity day!

A

ny business organisation with some kitty left in their charity budget could do a lot worse than send a team to attend the annual golf day in Stockport in aid of worthy children’s charities organised by Terry Wellard and Steve Duffy. And they don’t necessarily have to play golf if that’s not their thing – the entertainment factor is reason enough to book a table for next June.

This is what Andy Westall, group sales manager at DAS has to say about this year’s event in June:-

"Flash-for-cash scam rife"

W

hat a catchy headline. But one, of course, with lots of hidden menace.

The BBC story ran on 16 August, highlighting what they describe as the latest adaptation by the crash-for-cash criminal fraternity. If you were pulling out of a side road into traffic, and a motorist kindly flashed his headlights to let you out, you’d move wouldn’t you? Probably even offer a wave of thanks – as he then accelerates and crashes into you!

The weird thing about this one is that if, as reported by the BBC, this variation of the crash-for-cash crime is indeed costing thousands, it means the fraud prevention measures in certain claims departments may be missing out somewhere. Surely no claims report featuring these singular circumstances is going get through without further investigation – and speedy report to the Insurance Fraud Bureau?

Trends in office-speak

I

don’t know about you, but the idea of watching a TV sitcom about office life never appealed. Snippets and previews proved too painful - they were simply too close to real life. There really are people out there like that.

And business exec babble and corporate-speak is alive and well. A reader reminded me of this the other day. A CEO staff pep talk included, “We have a very strong story to tell and you will help us develop the way we tell that story and the number of people we tell it to.”

And another on the same lines. A manager called a staff member into his office for a progress report and opened with, "Tell me a story!" as an alternative to "Have you done that work I asked for?"

Where will it all end? Or stop!

12 insurancepeople SEPTEMBER 2013

What is it that makes an event, such as a golf day, so memorable?

Hackers and nonhackers alike, we all like to think we understand the key ingredients for an excellent golf day. A Andy Westall nicely prepared able and play ; course; good company; decent nosh of bit a and oh, bar… free a and y! sunshine if you’re really luck been Over the years the DAS gang have of golf lucky enough to attend plenty st the days, but if we are really hone pullones that actually, genuinely ming off something memorable are beco een. few and far betw e, and Terry’s day was all of the abov matic much more, and will be an auto diary entry for next year.

So what actually is this special so ingredient that makes a golf day an e argu d woul Some e? rabl memo excellent points total, or an sure. incredible shot. That’s OK for more le litt a is ity real However the t simplistic. Friendly and excellen e Stev and ard Well y Terr and – hosts ial spec feel er play Duffy make every event. and welcomed to this polished r Mr Wellard’s infectious characte the ng duri ease at y puts everybod canny day, although he still has the r thei on yone ever ing keep knack of ies toes during the evening frivolit and banter. hatsA really super event gents, and DAS. at ers hack off from the See you next year!

Andy Westall, Group Sales Manager, DAS

Wednesday 11th June 2014 is the date to get in the diary for next year’s Wellard Golf Day in Stockport

private investigations

Cath Williams

A mostly “unregulated domain ”

BUSINESS DEVELOPMENT MANAGER RG INVESTIGATIONS UK LTD

Investigating the Investigators As the insurance industry steps up its fight against fraud, the Financial Conduct Authority casts its eye towards private investigators to decide if sufficient controls exist in an industry that has never been regulated. Cath Williams puts the case for professional, compliant, and sound investigations

A

current subject close to our hearts in the investigations field is the ongoing FCA review of insurers’ use of private investigators.

There’s been relatively little commentary in the industry press in respect of this issue. This surprises me, considering the widespread use by the industry of investigation services - very much warranted, I would add!

Perhaps the term ‘private investigators’ may be the issue. It may conjure up an image of a raincoated ‘Columbo’ type, a scruffy little man passing over brown envelopes for information and scurrying through gardens and dustbins to spy on people.

I could probably list quite a few other negative images of the private investigation arena – which in some unfortunate non-insurance related cases are not too far off the mark.

Insurers follow a robust procurement when appointing investigation suppliers

“

”

However a point which needs to be made is the fact that in most cases, insurers will follow a robust and comprehensive procurement exercise to appoint their investigation suppliers, followed by a rigid due diligence process – this ensures that we do not use the name ‘Columbo’ and do not own any scruffy raincoats!

We are tasked with delivering professional, compliant and sound investigations – we secure evidence of fraud where it exists and can be relied upon – best practice runs through the very heart of all that we do.

I fully understand and share some of the concerns which have been well publicised in recent months following the Leveson enquiry and other such reviews and prosecutions.

A lot of people who really should have known a lot better have let both the criminal and civil investigation arena down very badly, notwithstanding the effect their actions have had on innocent individuals. But we really should not be tempted to paint all individuals and organisations offering investigation services with the same brush.

The crux of the matter is that we operate in mostly an unregulated domain. There have been several attempts made in recent years to define and implement a system of

regulation for private investigation but, as yet without success – I am not entirely sure why.

The SIA (who regulate doormen, clampers and others working within the security arena) tried but failed this lack of regulation has fuelled the suspicion and lack of trust which, as a truly professional, highly specialist and ethical organisation, really concerns myself and my colleagues.

Insurance fraud continues to rise (both the opportunistic and professional) and organised crime has a very firm grip on the insurance market – yes, the IFB and IFED are really working well. However they are only looking at the very tip of the iceberg.

I have been specialising in this sector for 23 years now and have seen many changes and cycles particularly in respect of counter fraud strategy and resourcing, but despite the debates and arguments over insourcing v. outsourcing fraud management processes, my thoughts are that insurers are always going to be reliant on investigation suppliers.

Despite the current lack of regulation, the structures and frameworks already exist to ensure that their chosen suppliers always without question, act compliantly and ethically.

SEPTEMBER 2013 insurancepeople 13

interview

Nicki Charles MARKETING DIRECTOR HASTINGS DIRECT

New Hastings Campaign

Just three months to create an entirely new TV campaign The Editor talks with Nicki Charles about Hastings Direct’s new customer awareness campaign AN: The latest Hastings Direct TV advertising campaign has become very familiar to viewers. The previous version – featuring ‘Harry Hastings’ – last appeared in 2008.

Why the five-year pause? Did the rise of the price comparison sites have something to do with it?

director, and joined Hastings in December 2012?

NC: The market in which we operate is constantly evolving. Times change, and we have to adapt to those changes. And that means marketing strategies and tactics have to also change in line with the evolution that is a constant feature of today’s market place.

NC: There was a real sea change going on at that time. There had been a sustained period of significant growth, and much of that was driven by Hastings’ performance on price comparison sites.

The initial challenge was to get back on TV in our own right. The plan was to achieve this by March 2013.

That gave just three months to work with the team and our agency to develop and deliver a newly created TV campaign supported by other brand advertising.

AN: What was your initial challenge when you were approached to become marketing

AN: It’s noted that you haven’t followed the current TV insurance ad fad to move the insurance product

14 insurancepeople SEPTEMBER 2013

itself out of the limelight, and to try to grab audience attention with fat opera singers, aged rock stars, and desert rodents. Were you looking for an alternative approach?

NC: Yes, we were. Extensive research and analysis of our own data told us a lot about what’s important to customers. About what they like - and what they don’t like about insurance products and providers.

Several current insurance TV ads do indeed follow the tactic you mention, some with real success.

But, while that can work very well if you are generating leads, it may not be so good if you are an insurance provider.

Our research proved the

Our customers do not “subsidise fraudsters ” existence of a significant customer sector of people who don’t feel comfortable with someone trying to sell them something, rather than being spoken to in a common sense, straightforward way.

So our media approach follows that theme - to re-shape our brand to get to those additional customers who may not have seen us on price comparison websites. It’s about talking to people in the right way, but also at the right time and in the right place. It’s not about vying with others to be a big ad spender. It’s more about being really smart in your communications, using accurate data and intelligence.

AN: So, Hastings will still be active on the piece comparison sites?

NC: Definitely. In fact, as mentioned above, we remain very competitive on the comparison sites, and that has led to much growth.

AN: Yes, I was going to ask you about that. Being ultra-competitive

has always been a potential signal that the rates being used aren’t viable. But I believe Hastings has largely overcome that problem?

NC: Yes, and remember that rates don’t have to be ultra competitive to secure the business.

Plus, we’re talking about writing the right risks. You know that Hastings was an early pioneer of application fraud prevention. And we still decline a significant amount of new business based on our ability to sift out inaccurate or dishonest data.

In fact that’s one of our mantras – We provide great rates and a great product… to honest customers. Our customers do not have to subsidise fraudsters or applicants who are less than honest.

AN: Hastings is getting larger.

How does that work out in practice when it comes to getting things done?

NC: Although Hastings is now a larger company, in a lot of ways we work like a smaller operation. I sit on

the same team as the respective operational, commercial, IT, and finance directors so our decision making process is a collective looking at all angles. Decision making lines are very short and agile.

AN: And to close, looking back, what moments stand out that convince you that your personal decision to take a career path into insurance was the right thing to do?

NC: I loved the environment at Churchill. It was my first venture into insurance, and it was a young company, progressive, and growing.

When the opportunity came up in 2008 to join LV they had just signed a deal with Nationwide Building Society to administer their car insurance product. And I’d been involved with that role some years before, so it was good to renew old connections.

I always enjoyed my customer facing roles, talking with them every day. It was a great way of really getting inside the customer’s mind, but I always wanted to move back into business development and business growth. And here I am.

Nicki Charles Nicki Charles originally worked in London. In the City, in corporate finance, before taking leave to raise her children. On return to work, a part-time, local job was the ideal, and that coincided with the time when Churchill Insurance was recruiting for part-time staff just down the road.

She remained with Churchill for 13 years, moving back to full-time work and commencing her ACII exams, which Churchill supported. She worked her way through various operational roles, later joining the business development team. When Churchill was bought by RBS Group she became Head of Customer Relations.

A Senior Business Development Manager appointment to join LV came up in 2008 where she remained for four years. Latterly she worked with the relationship team that looked after the price comparison websites, and thus became involved in digital marketing, eventually becoming Head of Digital Marketing for LV. She joined Hastings Direct in December 2012 as Marketing Director.

SEPTEMBER 2013 insurancepeople 15

risk management

Mark Preston HEAD OF SAFETY CARDINUS RISK MANAGEMENT

A Broker’s Guide to risk management – Part Four In this latest article in our risk management series, lead CDM Co-ordinator and construction risk specialist Mark Preston outlines the main aspects of construction safety

Construction Risk Management

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o matter whether constructing a dwelling house or a multi-site retail park, all construction industry employers have a legal, moral and economic reason to reduce the risk of injury to personnel.

In the UK, 2.2 million people make construction Britain’s biggest industry – and one of the most dangerous to work in. Figures of work-related fatal injuries issued by the Health and Safety Executive (HSE) reveal the main causes:● ● ● ● ●

falls through fragile roofs and roof lights falls from ladders, scaffolds and other work places being struck by excavators, lift trucks or dumpers being struck by falling loads and equipment being crushed by collapsing structures

Construction Design and Management Regulations The new regulations came into force on the 6th April 2007 with key aims to make health and safety an integral part of the design, construction and management of projects, and to ensure hazards are identified to be eliminated or managed.

Management of Health Safety at Work Regulations and Work at Height Regulations These regulations require risks to be assessed before work begins.

16 insurancepeople SEPTEMBER 2013

A competent planner must be appointed to manage all aspects of the use of safety harnesses, and ladder safety.

A third of all reported accidents involve ladders and stepladders, and 13 people on average die a year and nearly 1,200 suffer major injuries.

The greatest majority are caused by inappropriate or incorrect use of the equipment.

Diversity and Health and Safety in the Workplace The significant increase in the number of ethnically diverse workforces operating across UK industry has raised the need for proper communication, consultation, supervision and training for ethno linguistic groups.

The fu ll down Guide can loade be charg d free of www.c e from

ardin

us.co

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CDM Co-ordinator; and provide them with all appropriate information (after making reasonable enquiries, as necessary).

Manual Handling Lifting and moving heavy loads by hand is one of the most common causes of bodily injury at work.

Electricity at Work Regulations The design and installation of electrical power systems on construction sites are matters for specialists, and certain precautions against the risk of death or personal injury are required.

Pedestrian Access Routes Accidents frequently happen when people are accessing site accommodation and cabins.

Waste Controls Environmental permitting is a single environmental permitting and compliance system that simplifies and combines pollution prevention and control (PPC) permitting and waste management licensing (WML).

Site Waste Management Plans In England, from 6 April 2008, all new construction projects worth more than £300,000 must have a site waste management plan (SWMP).

Control of Asbestos Regulations Practical guidance on the revised asbestos regulations and management of risk in non-domestic premises is available, particularly in cases when asbestos is moved or disturbed and the microscopic dust or fibres are released into the air.

Site Security Employers have a legal duty of care for the safety of employees and other people affected by construction site activities. This duty extends to cover persons who enter a construction site without authorised permission such as children.

Excavation Common on many construction projects, records must clearly identify how and when key information was disseminated to contractors and employees on site.

Fire Safety and Protection A Site Fire Safety Plan is required to detail fire brigade access application points; emergency escape routes; temporary buildings; and a list of hazardous items and storage. An adequate number of suitable types of fire extinguisher should be provided throughout the site.

Demolition Works Constructors must inform the HSE about all demolition; appoint a

automotive glass

The changing face of automotive glass

The complexity of fitting or replacing today’s automotive glass presents an increasing challenge. Chris Bonsall explains how training and processes are changing to cope with new technology

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ecent advancements in technology have been unbelievable. Windscreens are no longer simply pieces of glass fitted to vehicles. They are now complex laminated glass entities, installed with mixed arrays of telematics, displays, and sensors to cater for today’s motorists and improve safety.

The BMW 5 Series alone has 16 variations of windscreen, while the Ford B Max has 14 and the Ford Transit van has six. And it’s not just the top-end vehicles that are now privy to such attributes as new vehicles are increasingly also kitted with cameras and light and rain sensors for example.

We now need to be electricians as well as fitting experts, with the confidence to work with new

technologies. As a recognised GQA training centre, we train staff to a high standard and adapt education programmes to ensure all technicians can work comfortably with moisture sensors, head-up displays, cameras, and other new elements as they are introduced.

For some repairers increases to glass size also means more than one person is required to handle some fitting jobs, although specialist equipment is available to help with installation, enabling one person to still complete the work.

These fast-developing advancements present a continuous challenge to both operations and training. Mobile personal digital assistants (PDAs) are becoming increasingly vital to provide on-the-

Chris Bonsall TRAINING AND INNOVATION MANAGER AUTO WINDSCREENS

spot technical specification information to support technicians.

Contact centres have a more complex task of ascertaining, from numerous options, the correct product for policyholders. At the initial call handling stage it’s vital to avoid ordering incorrect stock and this means a change to process. And that change will continue to evolve given the rapid and exciting changes to come over the next ten to twenty years.

Motor Claims – Whether you’re a broker that deals with private or commercial motor clients, an essential part of your claims service has to be transparency.

From initial instruction to settlement RTA offer a comprehensive claims service that keeps both you and your clients informed every step of the way.

We also provide real time online access through our web based claims portal, Spyglass allowing you to view the whole process without having to pick up the phone.

So call us now and speak to Alex Dolman, Head of Internal Sales & Development on 01827 308663 or email alex.dolman@rtasolutions.co.uk

We would be delighted to become your choice of claims partner.

SEPTEMBER 2013 insurancepeople 17

ATE post-LASPO

Phil Bellamy GROUP UNDERWRITING, ATE & SPECIAL RISKS MANAGER DAS

ATE – down, but far from out When first proposed, The Legal Aid, Sentencing and Punishment of Offenders Act – LASPO – was predicted by many as the death knell of After the Event legal insurance.

But as Phil Bellamy explains, DAS has not only seen a temporary ten-fold increase in business as older cases are cleared, but there’s still a demand going forward

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arch 2013 was truly unprecedented for ATE insurers. On the one hand you were working round the clock, seven-daysa-week, but on the other many people were predicting the end of the industry.

To place March 2013 in context, we processed over ten times as much business than was written in March 2012, representing tens of thousands of policies. Without exaggeration, solicitors from Land’s End to John O’Groats were clearing their desks of all cases that should be insured and, in many cases, should have been so some time ago.

With this in mind, the predictions from the naysayers of a feast followed by famine of biblical proportions was almost believable.

However, at the end of July 2013, and bearing in mind many ATE cases had been pushed forward ahead of what would traditionally have been the usual time to insure, we were looking at monthly sales that are still 25% of the 2012 average.

In July 2013 we wrote over £1m NWP, and as we believe many solicitors - especially in the clinical negligence and commercial litigation arenas - are still not fully up to speed with their post-LASPO insurance needs, we expect more to come later in the year.

B

efore looking at where the ATE market is continuing, it’s worth

18 insurancepeople SEPTEMBER 2013

stressing that the broker’s role in selling BTE insurance is even more important now than ever before.

While there are still ATE solutions available for some situations, the higher volume, lower value market whether individual or commercial - is still best served by BTE insurance, and no business owner, motorist or homeowner should be without it.

While I accept that four months’ worth of post-LASPO ATE sales is not necessarily representative of the rest of the year, it’s worth looking at what types of business we have written.

Personal injury claims are still coming in, for both motor and nonmotor, despite QOCS “protection”.

Contract litigation cases have been increasing month-on-month following a cautious April and May. Clinical negligence case submissions have been robust, as expected, with partial premium recoverability retained. As before LASPO, the policies are dependent on a minimum 51% prospect of success.

In cases of clinical negligence, the law only provides for an individual to recover compensation if it can be shown ‘on the balance of probability’ that his/her treatment was carried out negligently, and that this directly caused his/her injury.

Similarly, ATE affords clinical negligence claimants the ability to investigate and fight their case, with a significant part of the premium still recoverable from the defendant.

S

o why are DAS still writing ATE business? The answers to that question are remarkably simple.

One, there’s a cost risk to clients in all three areas. For personal injury and clinical negligence there are still costs risks from own disbursements, failing to beat a part 36 offer and interim costs orders, despite QOCS protection.

Regarding contract litigation, QOCS protection does not apply so there are still the same adverse risks as before LASPO i.e. other sides’ costs and disbursements should they lose. These risks are added to their own costs and disbursements and continuing post-LASPO, the additional risk of having to pay the other side’s costs and disbursements if they win their case but fail to beat a part 36 offer.

Reason Two, not everyone has a BTE policy. In the current economic climate keeping tight control on personal finances has become extremely important and, in an effort to keep premiums lower, some people are not selecting add-ons such as legal expenses insurance, especially when using aggregator websites. The other factor is that there will always be a section of society that cannot afford, or is unwilling to take out insurance.

So, in summary, as the title of this article suggests, ATE is down, but is far from out.

“The ones that got away”

For this month’s thespian escapee, an insurance career was no chance happening - it was mapped out for him by his well-meaning father.

So the subject had to bide his time before making a break for it, and heading off for fame and success in his chosen field

Frank Thornton 1921-2013

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ctor Frank Thornton was a genuine member of the OTGA fraternity since it was an insurance day job he escaped from to become a familiar figure throughout his subsequent acting career, and probably most remembered as Captain Peacock in the sitcom Are You Being Served?

Born Frank Thornton Ball in Dulwich, London in 1921 – the middle name Thornton was his mother’s maiden name – his father worked in a bank and was organist at St Stephen's Church, Dulwich. While his son tried, he didn’t take to music, but his artistic leanings did attract him to acting.

But fathers being fathers in the Thirties, he was forced – as many were at that time - to get a "proper" job, so he began working in insurance.

And that’s where the trail goes cold unfortunately.

It’s not certain who or where he worked, but he did so for two years. But rather than taking evening classes for any insurance qualifications, he opted for the London School of Dramatic Art. He left the day job when he was invited to become a full-time drama student and persuaded his father to provide the finance.

Evacuated in WW2 with the drama school, his first acting job was touring with four plays in Ireland.

On being called-up he became a Leading Aircraftsman in the RAF, and was later commissioned as a pilot and promoted to Flying Officer in June 1945, the same month in which he got married. He left the RAF in 1947.

roles during the socially historic era of entertainment before television. There were also films of course, and his first credited screen role was in Radio Cab Murder (1954).

After the end of the 1950s his work expanded to the extent that he became one of the most familiar faces on British television, specialising in comedy and working with practically all the stars of the various shows throughout that era and beyond.

But it wasn’t all comedy. For instance he took the role of Prince Albert in TV’s Fall of Eagles in 1974, and later in 1980 joined John Cleese in the BBC Shakespeare production of The Taming of the Shrew.

●

As most actors did in the immediate post-war period, he joined a repertory company, honing his acting skills almost every night in a wide variety of

So which insurance organisation did he work for?

A guess suggests he worked near his home in Dulwich and he wasn’t a commuter into the City.

But who knows?

SEPTEMBER 2013 insurancepeople 19

T

he ragged condition of the Norwich Union Life Insurance Society booklet/wallet(?) depicted in this 1916 postcard in the Reg Brown collection suggests it has been in the wars. And it has.

The sender certainly ‘bought’ the story that it had stopped a bullet and saved a life in WW1. The early 20th Century boys-own, ripping yarns tales of empire, pluck, and derring-do often featured this eventuality, but more often than not the target was a silver cigarette case. It’s thought unlikely that an insurance rating guide ever made an appearance in this particular fiction genre.

The message says, "This saved a soldier's life in France. I am proud to belong to such a society." What a great line for an advert. If only the marketing people at NU could have got their hands on it at the time!

Given the longevity of Norwich Union as an entity, it’s not surprising that Aviva employ an archivist for heritage purposes. The word is that this looks like a rate guide or prospectus, but exact identification has not been possible.

Aviva also kindly checked the names to see if any employee worked for NU during the period, but no luck.

Quite why such a publication would have been taken into the trenches is open to some speculation. Perhaps all the available silver cigarette cases had already been snapped up?

About 40 ‘Home’ business agents assemble for their group photo when the Camberwell District Office of the Liverpool Victoria Legal Friendly Society took an outing to Leatherhead in 1912. The clock says four minutes past three, so this looks like a post-lunch session, but whether it was a business or leisure trip is unknown.

Not a bike or cycle clip in sight – the once familiar sight of the ‘Home’ insurance agent calling weekly at the door collecting payments on “penny policies” lasted well into the 1950s. Although the product may have been fairly uniform, the men who sold it clearly were not – all ages, shapes and sizes are represented.

Each agent would own his own ‘book’, which he would then sell to a new agent on retirement – which explains the range of ages depicted in the photo.

20 insurancepeople SEPTEMBER 2013

in association with

insurancepeople

News

BIBA raises questions over flood agreement B

IBA has responded to the Department for Environment, Food and Rural Affairs (DEFRA) flood insurance consultation with concerns over a lack of cover being available for small businesses and some UK householders.

BIBA is pleased with the Government’s work with the insurance industry to deliver a solution for the availability

and affordability of cover and believes that the proposed model of Flood Re can work; however has raised questions about how that solution may be implemented.

Steve White, CEO of BIBA, says, “BIBA has been working with the insurance industry and Government to facilitate a solution which ensures that flood insurance

cover is available to those that need it most.

“Whilst we believe that the proposed model can work, we believe that excluding small businesses – which employ around 14 million people – would be a mistake, as this could make finding affordable cover difficult.

“Furthermore, the point of the agreement is to

Steve White

provide affordable cover for those that need it most and by excluding ‘genuinely uninsurable properties’, those that need it most would not be able to access cover. This could leave them high and dry.”

Home business owners number 2.5m

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ccording to new analysis from Direct Line for Business (“DL4B”), there are currently 2.5 million home business owners now operating across the UK, representing 52% of the total number of UK small businesses and 8% of the UK’s total workforce.

The analysis claims that millions of people are choosing to take control of

their future, achieving a better work-life balance and turning a potential hobby into a career by using an increasingly digital, mobile and flexible business landscape.

According to a recent Real Business Report, a large majority of these home businesses operate across a range of sectors that include e-commerce, travel, marketing, recruitment and

of these people work for themselves from home.

Once an individual has taken the decision to set up a home business, it is crucial that he/she fully appreciates their responsibilities as a business owner and ensures that adequate protection is in place should anything happen to threaten what he / she has worked so hard to achieve.”

legal. Furthermore DL4B has identified an increase in home businesses operating in other key trades such as catering, photography, hairdressing and arts & crafts.

Jazz Gakhal, head of Direct Line for Business, comments: “Selfemployment has been on the rise for several years and our research now shows that a great number

Uninsured driver fines “not tough enough”

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mong a range of motoring offence reforms that took effect from 16 August is an increase in the fixed penalty for driving without insurance, from £200 to £300 with no change to the six penalty points awarded.

But 81% of nearly 20,000 respondents to an AA/Populus survey of AA members say that this is ‘not tough enough’ while 71% believe that six penalty points is also insufficient.

The survey shows that drivers disagree with the “light touch” penalties for

the drivers of the one out of every 25 vehicles estimated to be without insurance.

The respondents to the survey also showed robust views about how courts deal with uninsured drivers.

Only a third (35%) agreed (strongly agreed or somewhat agreed) that

fines should be meanstested; 45% felt that fines ‘make no difference’; just over half (54%) believed that offenders should face a prison sentence; twothirds (63%) said that electronic tagging should be used to prevent reoffending.

SEPTEMBER 2013 insurancepeople 21

News

insurancepeople

Jackson reforms could cut costs for managing agents from 2,435 in March 2012 to 1,700 in June 2013. The LMA believes this is due to the ban on referral fees for personal injury cases introduced in April. It remains to be seen if this reduction in CMCs will lead to a reduction in claims frequency.

“The extension of the faster and cheaper online claims Portal to process employers liability (EL) and professional liability (PL) claims is a ‘double-edged sword’, bringing risks as well as opportunities for LMA members. The

L

loyd’s managing agents could see their legal costs reduced by Lord Jackson’s proposals to reform civil litigation and streamline the small claims process, according to the Lloyd’s Market Association (LMA).

LMA has identified three key areas which it believes will impact on Lloyd’s underwriting businesses: “The number of claims management companies (CMCs) registered to handle personal injury claims has already fallen

Staysure adds to board

S

pecialist insurance provider Staysure has made three senior appointments, recruiting a new chairman, deputy chief executive and chief

technical officer, gearing up for the future following two years of growth – turnover was £30m in 2012, up from £19m in 2011.

Steve Ashton is

First-time buyers lending highest since 2007

22 insurancepeople SEPTEMBER 2013

positive step is claims settled within the Portal process will result in much lower fixed recoverable costs than claims settled outside of the Portal.

However the downside risk is that insurers now have a much tighter schedule to admit liability (30 working days for notification versus three months previously), and to agree quantum once liability has been admitted.

“The introduction of fixed recoverable legal costs for claims settling outside the Portal is significant, as the new fixed chairman. He has previous board level experience with Saga and the AA Group Acromas. The new deputy chief executive is Andy Bord, previously MD at insurance provider Frontline and head of broadband

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costs are generally lower than those sought by claimant representatives under the previous CPR arrangements. Fixed costs also remove the scope for further litigation. This change limits the financial downside for insurers when cases fall out of the Portal process. However, the nonPortal legal costs are still much higher, particularly once proceedings are issued, and defendants will need to focus on settling as many straight forward cases as possible within the Portal process.” development at Vodafone.

Jonathan Cattle is chief technical officer; his previous experience includes spells with Barclays, NatWest, Linklaters and Premium Credit.

ending to first-time buyers is at its highest quarterly level since 2007, says the Council of Mortgage Lenders, who report that 68,200 purchased their first home in the second quarter of 2013.

CML data shows that 25,300 loans were advanced to first-time buyers in June, a 30% increase on the 19,400 loans advanced in June last year.

First-time buyers continued to increase the amount they borrowed – with an average loan size of £117,000 in June up from £112,500 in May. As a result of this there has been a stronger growth in the value of loans advanced to first-time buyers which totalled £3.5bn – an increase of 9% in value compared with May and 40% on June last year.

This is likely to be associated with the growth in house prices in recent months - in June 34% bought a home less than £125,000, down from 37% in May.

in association with

New integrated brand campaign for RIAS

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IAS has launched an integrated brand campaign, “Where experience counts”, to reflect its redefined brand and customer proposition, and to reflect the “modern face” of the UK’s 23 million over-50s.

Two new 40 second motor and home insurance direct response TV adverts have been created to demonstrate that RIAS recognises that customers are individuals, with different lives and different needs. The TV adverts are supported by an acquisition campaign and a refreshed website, all reflecting what RIAS sees as its four key attributes: knowledgeable, positive, reassuring and experienced – with a focus on reflecting customers who are young at heart.

Mark Hanson, director of marketing at RIAS comments: “‘Where experience counts’ uniquely captures the essence of RIAS and demonstrates real insight into our audience’s lives. It enables us to acknowledge and showcase the breadth and diversity of today’s over 50s and how they should be treated.

Our campaign also highlights how we reward our customers based on their experiences, such as an option to fix their car premium for two years.”

AXA earnings rise by a third

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XA UK & Ireland reports that underlying earnings for the fist six months of 2013 improved by 33% to £89m. Total AXA Wealth sales increased by 68% to £2.5bn, increasing assets under management by 21% to £24.3bn. Property & casualty revenues remained flat at £2bn but the combined ratio improved by 2.3 points to 98.7%.

Paul Evans, UK and Ireland group chief executive, says, “We continue to see strong growth within UK commercial lines (+11%) where higher volumes, positive rating action and on-going efficiency improvements over recent years have restored underwriting profitability during the first half of 2013, which, together with the benefit of more benign weather conditions than seen last year, contributed to the 2.3 point improvement in the overall combined ratio at 98.7%.

“Growth has also been achieved in healthcare (+3%) and UK motor insurance (+4%), together offsetting further portfolio pruning in non-core segments of the personal lines portfolio, and disciplined underwriting within fiercely competitive markets.”

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0800 3081 236 bob@coversure.co.uk www.coversure.co.uk/franchise SEPTEMBER 2013 insurancepeople 23

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insurancepeople

LV= Classic Car Insurance

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V= is launching classic car insurance to cater for vehicles over 20 years old.

The policy offers limited cover for when the vehicle is not in use, and is kept off the road in a locked garage, such as during the winter months. The policy also takes into account the limited mileage that classic car users are likely to travel and this is reflected in the cost of the policy.

Cover for personal accident, personal belongings and medical expenses is included as standard and there is the option to add European cover.

The policy is available to drivers aged over 30 years old and can be purchased over the phone. Customers who purchase a classic car policy as their second car insurance policy through LV= will receive a discount.

Ageas UK profits up 17.3%

DAS backs Transport Committee whiplash report

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geas UK reports halfyear net profit up 17.3% to £49.1m, with an overall combined ratio of 98.5%, compared with 98.8% in the first half of 2012.

Total income was up 2.9% to £1,073.2m, with non-life GWP up 3.3% to £936.5m. Total inflows from retail businesses were down 11.6% at £93.0, but protection GWP was up 38.5% to £43.7m.

Andy Watson, chief executive of Ageas UK

Andy Watson

comments, “The positive trend in profit and overall improving performance in our combined ratio has continued to half year and underlines that Ageas remains in good shape.

The motor market, where prices are reducing, is competitive and challenging but our focus is on profitable growth and we will continue to adopt a disciplined approach.

“The integration of Groupama into Ageas Insurance is going well and we expect to complete the legal and regulatory process by the end of the year. Through the complementary offerings of Groupama and Ageas, brokers now have a wider range of products to choose from and they remain strongly supportive of us which we would like to thank them for.”

24 insurancepeople SEPTEMBER 2013

AS believes that the whiplash recommendations by the Transport Select Committee demonstrate a clear understanding that whiplash must not be trivialised and genuine claimants should not have barriers to receiving legal representation.

The company comments: “Rejecting the Ministry of Justice recommendation to raise the threshold for cases dealt with in the small claims court from £1,000 to £5,000, would as the Committee rightly pointed out – not only limit access to justice, but would also lead to a claimant facing the prospect of having to run a substantial claim themselves against defendants that may well have legal support. They may also be doing so after sustaining a serious personal injury, especially given £5,000 can equate to injuries such as serious fractures and facial scarring.”

Ecclesiastical 8th biggest corporate charity donor cclesiastical has been named 8th biggest charity donor in the UK in a new listing by the Directory of Social Change in its 2013/2014 UK Guide to Company Giving. The company has donated more than £55m to charitable causes in the last five years.

Mark Hews, Ecclesiastical group chief executive, says, “Ecclesiastical is unique in financial services – in that all its surplus profits ultimately go to charity – and I hope that with continued support from both existing and new customers alike, we can build on this success and give back even more in the future.”

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in association with

esure Group reports GWP up 6.7%

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nterim results for the six months to the end of June from esure Group show GWP up 6.7% to £265.4m and a profit after tax of £44.3m, an increase of 16.9%.

Other financial highlights include: inforce policies up 5.5% to 1.855m; trading profit up 7.2% to £65.2m; pre-tax profit up 15.2% to £56.9m; and the combined operating ratio improved by 4.8 points to 89.6%.

Peter Wood, chairman of esure Group, says,

“Our first interim results as a listed company show continued volume and profit growth with improvements in our combined operating ratio and underwriting performance. Our strategy has enabled us to adapt well to our changing marketplace and has stood us in good stead.

“We have been listed for three months and are pleased to declare an interim dividend of 2.5 pence per share, representing a payout ratio of 70%.”

Keelan Westall adds benefits for Prestige Broker Club

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eelan Westall is adding a range of additional benefits for members of its Prestige Broker Club, which is aimed at brokers who generate more than £150,000 GWP. Wayne Tonge, managing director, comments: “These new incentives are expected to encourage a number of additional high-end brokers to sign up to our Prestige Broker Club, with the aim of growing membership by 50% over the next year.

They are designed to help brokers to win and retain

more business and to assist them in providing an exceptional service to their clients so that they stand out from the competition.”

He continues: “The club was originally introduced in 2010 and has proved extremely successful. The addition of new incentives, such as six-monthly visits from our claims and finance department handlers and a claims post turnaround of just two working days compared to the standard five days, is expected to improve its popularity and effectiveness.”

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.

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

SEPTEMBER 2013 insurancepeople 25

insurancepeople

News

Increased profit for Ecclesiastical E

cclesiastical Insurance has announced a pretax profit of £24.4m for the first half of 2013, compared with £8.0m in the same period of 2012. With a group combined operating ratio of 106.0% (109.9%) and a UK COR of 95.6% (100.2%), the underwriting loss was reduced from £14.4m to £8.9m.

General business GWP was £205.7m

(£240.7m) and UK GWP £153.8m (£177.0m).

Ecclestical’s group chief executive Mark Hews comments, “Our results for the first half of the year are positive and an improvement on this time last year. We have delivered a pre-tax profit of £24.4m, which was ahead of our expectations. This is a result of an improved underwriting performance

Markel launches cyber cover for professional services firms

26 insurancepeople SEPTEMBER 2013

in the UK and a strong investment return.”

He adds, “Our UK General Insurance (GI) business has returned to profit with the UK property portfolio continuing to perform strongly, following our exit from unprofitable lines over the recent period. I expect to see more positive results from our GI business in the second half of the year.

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“However, we still have challenges in a few areas and the positive results have, to some extent, been offset by our liability book, both in the UK and Ireland. We continue to take significant action to improve our liability position and expect to start seeing improvements in this area going forward.”

arkel International has launched a Privacy, DataBreach and Electronic Risks (PDE) module for professional services firms in the UK, which provides additional cover to the professional liability policies offered by its London based Professional & Financial Risks team.

The cover protects businesses against a wide range of cyber risks and includes third party liability and first party costs arising from a data-breach, unauthorised IT systems access, and electronic media injury.

James Hastings, managing director of Markel’s Professional & Financial Risks business, says, ”Cyber risk encompasses a whole host of electronic and nonelectronic exposures. It is of increasing concern to businesses of all sizes and across all sectors. Data and IT systems are critical to all businesses and the loss or damage to either can result in significant liabilities as well as mitigation, rectification, legal and regulatory costs.”

He adds, “Professional services firms have a great exposure to these risks as they are likely to hold personal, financial, medical or business critical client data. Access to resources to deal effectively with a data-breach or unauthorised IT systems access could be critical to the survival of a firm.”

in association with

Ascent launches general liability coverage

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scent Underwriting has launched a general liability coverage extension to add to the cover provided to small and mid-market business clients.

Ascent’s new coverage is designed to bridge the gap between business risks associated with emerging cyber related risk and more traditional exposures. It has been developed to provide a network security and professional risks solution with additional coverage modules for general liability written on an occurrence basis with a separate limit of indemnity.

Aon opens in Cambridge

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on Risk Solutions is opening a new office in Cambridge (at Cambourn Business Park), as well as expanding existing offices based in St Albans and Chelmsford, as part of an ongoing investment in UK regions.

Gross mortgage lending up 29%

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he Council of Mortgage Lenders estimates that total gross mortgage lending in July increased to £16.6bn, representing a rise of 12% from £14.8bn in June and 29% higher than the total of £12.9bn in July last year. This is the highest monthly estimate for gross lending since October 2008 (£18.6bn).

Commenting on market conditions in this month’s Market Commentary, CML

market and data analyst Caroline Purdey observes: “An improvement in sentiment and activity continues to show in the UK housing and mortgage markets, with a more positive picture also starting to emerge in the economy.

“Our forward estimate of gross mortgage lending in July reinforces a growing evidence base of a strengthening in the housing and mortgage markets.”

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Insuring the heart of your community

Business division of: Ecclesiastical Insurance Office plc. Registered Office: Beaufort House, Brunswick Road, Gloucester GL1 1JZ. Registered No. 24869 England All content © Ecclesiastical Insurance Office plc 2013 Member of: Association of British Insurers ABI, Financial Ombudsman Service FOS. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

SEPTEMBER 2013 insurancepeople 27

News

insurancepeople

Be Wiser Insurance raises over £3,000

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total of £3,100 was raised at Be Wiser Insurance’s annual race day at Newbury Racecourse, which was held to celebrate the firm’s sixth birthday. The funds were raised by the company giving its guests a free £5 bet, with all winnings going to charity. Be Wiser Insurance then doubled the sum and two other guest companies provided additional donations to bring it up to £3,100.

Be Wiser Insurance chairman Mark Bower-Dyke

says, “Each year Be Wiser Insurance celebrates its birthday with a race day for our key suppliers and each year we mark it with support to a local charity. This year was no exception and we are pleased to have raised such an impressive total for Macmillan Cancer Support.”

Pictured: Be Wiser Insurance chairman Mark Bower-Dyke handing over a cheque for £3,100 to Linda Whitby of Macmillan Cancer Support (Hampshire and Berkshire).

AXA agrees settlement

Hill Dickinson joins CIFAS

XA has conceded an Autofocus case hours after a second retrial was due to begin. The retrial in the case of Gregory v Sozos was due to be heard in Manchester on August 13, but settled the day before the hearing after Steve Evans, CEO of Accident Exchange, pointed out to Chris Voller of AXA “ … the multitude of deficiencies in the alternative rate evidence on which AXA were proposing to rely”.

Chris Voller, managing director of claims at AXA commercial lines and personal intermediary, comments, “After the judge’s comments at last week’s hearing we need to review our approach and look at our evidence on the cases in the pipeline. In order to give us time to do this we decided to agree a settlement on this particular case that was set for trial this week”.

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Domestic & General sold

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rivate equity group Advent is reported to have sold Domestic & General Insurance, extended warranties specialists, for around £750m to another private equity firm, CVC. Domestic & General provides cover on some 22 million appliances in 15 million homes, primarily in the UK, and employs around 2,500 people. Existing management, led by chief executive John Pearmund, are said to continue to have a stake in the business.

28 insurancepeople SEPTEMBER 2013

he Hill Dickinson Fraud Unit is to become a full member of the fraud prevention service, CIFAS. It will provide data on the litigated outcomes of proven fraud, secured on behalf of common insurer clients, to the CIFAS National Fraud Database.

Peter Hurst, CIFAS chief executive says, “CIFAS was founded 25 years ago, on the basis that fraud was not a competitive issue. This remains true today, of course, and so we are delighted to welcome HDFU into CIFAS membership. By working with them we can further strengthen the net against fraudsters in the UK.”

MIB denies using private investigators

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ecent articles in some national newspapers alleged that an injured teenager and her friends had their employment histories, benefit and telephone records “blagged” by private investigators instructed by the Motor Insurers’ Bureau. “This is not true”, says the MIB, who add that this case is now being handled solely by Tradex Insurance Co Ltd. The MIB say that they “ … wish to make it absolutely clear that they have not initiated any enquiries by private investigators or instructed, either directly or indirectly, any private investigators in connection with this case. Any such suggestion is vigorously denied.”

in association with

£150,000 PI insurance fraud admitted T

hree friends from Liverpool have admitted deliberately causing a crash between a coach and a car on a Manchester motorway, in a bid to fraudulently claim £150,000 for personal injuries. They will appear in court at a later date.

The case came to court after Service Underwriting referred suspicions about whiplash claims from 30 people who had been travelling by

coach to Belle Vue dog track in Manchester, in December 2011, to the City of London Police’s Insurance Fraud Enforcement Department (IFED), triggering a criminal investigation.

The driver of the coach had told the insurer he was made to pull over on a roundabout at a junction of the M57 by passengers who said the coach had been hit from behind by a Renault Megane,

containing the three accused, even though he had felt no impact.

He reported that there was only very superficial damage to both vehicles, but that the passengers decided to cancel their trip saying they felt unwell and asked to be taken back to the pub in Bootle where they had been picked up.

Ian Holmes, claims director at Service Underwriting, which acts on behalf of Mulsanne

Insurance, said: “We are committed to identifying, investigating and defeating all aspects of fraudulent activity on behalf of our clients, which includes the prosecution of culpable individuals. These guilty pleas further enforce that commitment and we will continue to adopt a zero tolerance attitude towards such claims and we would thank IFED for their support in delivering these individuals to justice.”

CII underlines commitment to equal opportunities

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new Equality Strategy has been approved by the board of the Chartered Insurance Institute as part of CII’s commitment to strive towards creating a diversityaware and inclusive professional body for those working in insurance and financial services.

The CII board decided to introduce a Single Equality Scheme which aligns with the public sector equality duty, following its introduction in 2011 as part of the Equality Act 2010.

Aon extends partnership with NFL

Liz Coyle, FCII, FPFS, Chartered vice president of the CII and chair of the CII Diversity Action Group, said: “The Equality Strategy is one of the marks of a professional and diverse organisation, prepared to take a good look at its operations, and in my view clearly demonstrates the CII’s ambition in its move to be a ‘best practice’ organisation.

“Respecting Equality and Diversity is key to the CII enabling its students, members and prospective members to access all the benefits which the CII has to offer.”

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on has expanded its partnership with the National Football League, enabling it to continue to bring American football to its clients in the London market.

“The NFL understands that the issues Aon helps clients with every day and that are core to our business – talent, health, risk, retirement, data and analytics and capital – also drive successful performance and results in sports,” said Patrick Pierce, Aon’s global director of sponsorships. “One of the shared qualities of sport and business is that the outcome is unknown. Managing this risk successfully allows a great team to deliver great results, whether on the field of play or at work. We are thrilled to further our partnership with the NFL and again demonstrate the capabilities that empower results for Aon’s clients in the UK and around the world.”

Aon will be an official sponsor of the two sold-out NFL games scheduled this autumn at Wmbley Stadium – September 29 and October 28.

SEPTEMBER 2013 insurancepeople 29

On the move Who’s going where?

Jill Hood

Gallagher Gallagher Insurance Solutions appoints Jill Hood as head of marketing – direct. With over ten years’ financial services experience, she joins from Capita Insurance Services where she was head of customer marketing and has also been senior marketing manager for Tesco Bank.

Ageas

AXA

Ageas appoints Ant Middle as partnerships director. With 23 years’ insurance experience, he was previously MD of strategic partnerships at Aviva, member of their general insurance and life executive committees, has held senior roles at AXA and also worked at Commercial Union.

AXA Commercial Lines and Personal Intermediary appoints Annamaria McLoughlin as an account manager. She joins from Covéa Insurance where she was relationship manager.

AnneTherese Cromwell is appointed as an account manager. She previously worked in an underwriting role at AXA.

QBE QBE European Operations appoints Joe Gordon as chief operations officer. With over 15 years’ insurance experience, he joins from Zurich Insurance and has also worked at American International Group.

Joe Gordon

Roger Harvey

Canopius Canopius appoints Roger Harvey as managing director of K. Drewe Insurance Brokers (KDIB) and will also join KDIB’s board of directors.

He was most recently chief operating officer at KDIB and has previously held various roles at Hill House Hammond Insurance Brokers, such as divisional director and other management positions.

Argo Argo International appoints Mike Jackson as head of compliance. With nearly three decades’ compliance experience, he joins from Brit Insurance where he was head of compliance. He was previously assistant manager of the Lloyd’s Advisory Department and served as chairman of the Lloyd’s Market Association Regulatory Committee.

Mike Jackson

30 insurancepeople SEPTEMBER 2013

Hardy

Kiln

Hardy appoints James Cunnington as head of reinsurance. He joins from Kiln where he worked for eleven years, most recently as outwards reinsurance manager.

Heather Thomas is appointed non-executive director. Currently a nonexecutive director, chair of the risk committee and member of the audit committee of CNA Insurance, she has previously worked at Wellington Underwriting as general counsel, company secretary and compliance officer; at Lovells as a consultant; and at Willis leading the legal and risk management and market security departments.

Kiln appoints Satoshi Naganuma as active underwriter of Tokio Marine Kiln Syndicate 1880. With 20 years’ insurance experience, he was previously Kiln and Tokio Marine’s head of group co-ordination, senior underwriting manager and joined the board of R J Kiln & Co as a director in 2011.

DAC DAC Beachcroft appoints Adrian Williams as a partner in its corporate insurance team.

He was previously general counsel, Europe, Middle East and Africa at Swiss Re, spent over five years as head of legal at QBE European Operations, and was a partner at Irish law firm Matheson.

Covéa Covéa Insurance appoints Maureen Owen as head of regions – North.

Most recently deal closure manager at Aviva and North West regional manager for Brit Insurance, she has also worked at Allianz and Eagle Star.

Adrian Williams

In association with

VEHICLE SERVICES Collection, storage and sales

Simon Philpin

Equinox Equinox Global appoints Simon Philpin as senior credit analyst.

Joining from Atradius where he was most recently senior underwriter in the special risks team, he previously worked in Australia as an analyst for Deloitte and Toyota Financial Services.

Jubilee

Barbican

Jubilee appoints Eamon Brown as chief underwriting officer.

Previously director of underwriting and active underwriter of Mitsui Sumitomo at Lloyd’s Syndicate 3210, he has also been a senior member at Lloyd’s, a chief executive officer of GE Insurance Solutions, and held underwriting roles at GE Frankona Re, Mercantile and General Reinsurance and RSA.

Barbican appoints Chris Brooking as an underwriting manager in their healthcare division.

He was previously a class underwriter at Catlin where he began his career in 2003.

Professional Insurance Agents Professional Insurance Agents (PIA) appoints Kelly Fyfe and Ellie Hearsey as joint managing directors.

Both are currently directors and have been with PIA for over 14 years.

Xbroker

PowerPlace PowerPlace appoints Steve Lacey as a regional broker account manager. He was previously an account handler at Jelf for over four years.

Daniel Sandbrook is appointed as a regional broker account manager.

He was previously a sales manager at Gamestation.

Pui Lee

Graham Harrison

Xbroker appoints David Grimsey as senior fleet underwriter. With over 30 years’ experience, he has previously held roles at RSA and QBE.

Chaucer Chaucer appoints Graham Harrison as ports and terminals underwriter at Syndicate 1084. With over 30 years’ marine insurance experience, he joins from Travelers and has also worked at Royal and Sun Alliance.

Craig McLaughlin

Oliver Homer

CGSC

Ecclesiastical

Cooper Gay Swett & Crawford (CGSC) appoints Oliver Homer as global head of M&A. Joining from Keefe Bruyette & Woods where he was vice president, he has also worked at Benfield Advisory and Fox-Pitt, Kelton Ltd.

Ecclesiastical appoints Craig McLaughlin as casualty technical manager. He joins from Allianz where he was most recently casualty risk control manager and has previously worked at Independent Insurance, AXA and Allianz.

BGL BGL Group appoints Pui Lee as associate director of finance for Frontline. She previously worked for BGL’s claim management business ACM, joined BGL in 2004 as senior finance manager of Budget Retail, and was financial controller for GE Life and Pensions.

DUAL DUAL International appoints Shane Doyle as CEO and group chief underwriting officer.

Previously DUAL UK’s group chief underwriting officer and CEO, he joined DUAL as deputy CEO in July 2012 and before that was CEO of Zurich Australia.

Damien Coates is appointed as deputy CEO and CEO of Asia Pacific.

He was previously DUAL International’s CEO and group chief underwriting officer.

Novae Novae appoints Darren Carr as deputy head of the marine unit. Joining from Mitsui Sumitomo, he previously worked at Hiscox as deputy class underwriter and in Aon’s marine division.

SEPTEMBER 2013 insurancepeople 31

On the move Who’s going where?

In association with

VEHICLE SERVICES Collection, storage and sales

Antares

Rachel Mulheron

Capita Capita Insurance Services appoints Rachel Mulheron as director of its pet insurance business.

She returns to Capita from Capgemini Financial Services where she was business development director and was previously Capita’s business development director.

Antares Managing Agency appoints Martin Sullivan as non executive chairman. He was most recently chief executive, chairman and group deputy chairman at Willis and worked at AIG for 37 years, becoming president and CEO in 2005.

David Wright joins as political risks manager.

With 30 years’ experience, he joins from CV Starr Underwriting Agents where he was head of political risk, and before that deputy underwriter and global practice leader of political and financial risks at XL.

Esther Tun

Markel Markel International appoints Esther Tun as a senior claims adjuster. She was previously a professional lines claims adjuster at Aspen Insurance and QBE Insurance.

Mike Richardson joins as European claims manager.

Previously claims manager for Markel’s UK retail division, he has also held claims positions at Hiscox and Sun Alliance.

Markel appoints Zoe Woods as claims manager for its casualty treaty division. Previously head of long tail reinsurance claims at Alterra, she has also held claims positions at Catlin and Equitas.

Broker Network & Countrywide Broker Network & Countrywide appoints Richard Pitt as sales and marketing director. Joining from UK Business Solutions, a division of NIG, he was previously managing director of Primary Broker Services; an area manager for AXA Insurance; divisional director (insurance) at Volvo Financial Services; and also held sales and managerial roles at Independent Insurance.

Richard Pitt 32 insurancepeople SEPTEMBER 2013

Anna Dedman

1 Answer Brokerdrive 1 Answer Brokerdrive appoints Tony Proverbs as non-executive director.

With over three decades of insurance experience, he was most recently director at Towergate Partnership where he was also group sales director and head of M&A. He previously worked at Hiscox Insurance, Federation General, Black Sea, and Economic.

Zoe Woods

Chaucer

Allianz

Chaucer appoints Anna Dedman as aviation underwriter of Syndicate 1084. With over 15 years’ experience, she has previously worked at Amlin, Allianz, and Württembergische.

Allianz Global Corporate & Specialty appoints Paul Crawford as senior cargo underwriter.

With 30 years’ marine insurance experience, he joins from ACE where he was senior cargo underwriter, was previously cargo underwriting and development manager for RSA, and marine claims broker at Nasco Insurance Brokers.

Giles Giles Insurance Brokers appoints Anne Norrie as corporate development executive. She joins from NIG where she was lead underwriter on motor trade and fleet for Scotland.

Kerry London Kerry London appoints Nick Pay as managing director. He was previously senior vice president, national corporate practice at Marsh.

Paul Crawford

by Brian Susman

in association with:

Alarm! “Grab The Sporting Life !”

Reference to fire alarms during conferences in the Editor's “On the Road” column in the June issue set the memory juices flowing. When you've been to as many conferences as I have over the journalistic years, you are bound to have one or two fire alarm stories to tell. I do. Two will be enough

Alarm 1: This was at a conference based - as conferences were at the time - in one of those treasured classic hotels in Harrogate. I retired to bed relatively early, as was my wont. It was only when I got into bed that I discovered that my room was situated over the bar, so plenty of raucous overheard conversations involving insurance folk I knew well, but would not dream of mentioning by name now.

When the jollification mercifully came to an end, one of the late-night revellers got back to his room (next door) and turned the TV on, at maximum decibel level. I rang the night porter and asked him, in remarkably under-stated terms, I thought, to get my neighbour to turn it down.

That had the desired effect.

In the small hours, therefore, a bit of blessed sleep.

No more than an hour later, the fire alarm sounded. Resisting the

temptation to turn over and go back to sleep, I crawled out of bed, donned dressing gown and hastened downstairs and, as instructed, out of the front door. It was only at that moment that most of us remembered that, during the evening dinner party, we had noted the beautiful snow-clad picture outside, with the white stuff continuing to fall.

So it was a case of shivering outside while the fire brigade turned up and established that it was a false alarm. Back to bed for no more than an hour or so before it was time to get up and prepare for another day's hard slog, listening intently to conference speakers so that I could prepare my usual accurate reflection of proceedings. I may, however, have appeared just a bit more of a Mr Grumpy than usual.

Alarm 2: Peebles conference of BIBA Scotland – always an event to be anticipated with relish. The welcome was always warm, the hotel itself a perfect location for a conference of the size of the BIBA Scotland event, the balance between business and pleasure perfectly struck, and the company always great. I was a regular for many years.

The fire alarm sounded just as many of us were trying to shake off the rigours of the night before.

Breakfast was about to be served, prior to getting down to another day of conferring and having fun.

At least this time it was a beautiful Peebles morning to be turfed outside by the alarm, even though the early morning sunshine appeared a little hard for some to take.

In due course, the fire engines arrived and it was soon established that the alarms had been triggered by some overcooked toast in the kitchens. All was restored to sweetness and light in no time.

At breakfast there was one principal topic of conversation. “What did you do when the fire alarm sounded? What did you hastily pick up from your room to save? Which item of personal belongings could you not possibly do without, in the event of a complete conflagration?”

In response to the latter question, answers mostly ranged around a briefcase of conference papers, a few precious personal trinkets, a well-stuffed wallet or two, that kind of thing. One delegate had different priorities, however. That inveterate conference-goer, industry “character” and Insurance People contributor Terry Wellard, who has more than a passing interest in the sport of kings, opted for… what else but The Sporting Life!

SEPTEMBER 2013 insurancepeople 33

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