insurancepeople
Sian Fisher “Supporting diversity of people & ideas” See page 10 Insurance People inside include:
Reg Brown Michael Burle Richard Crocker Jonathan Davey Chris Hall Andy Hawkes Kellie Leigh Anna Peak Steve Wardlaw Terry Wellard
Cover artwork: Carol Newman
issue 65 July / August 2016
rance “The Insu ith ew Magazin ty” Personali
Contents - July/August 2016 2
Late News
3
Market talk
10
Supporting diversity
insurancepeople
Diversity & inclusion “
Sian Fisher, CII Chief Executive
12
Health in construction Andy Hawkes, Cardinus
13
he insurance sector’s diversity is one of its strengths – and weaknesses.” That statement has appeared on many occasions, and in many guises, in these pages over 65 issues since 2010!
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Loss adjusting Chris Hall, QuestGates
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Take Five Anna Peak, LV= Broker
16
Reg Brown The Postcard Emporium
But over all that time there has been a serious editorial omission. The statement has always been applied to business strategies, products and services. But what about the insurance people factor?
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18
News review
21
Gone but not forgotten
LBGT community
Sun Alliance
Steve Wardlaw, Emerald Life
26 18
Ones that got away Actress Julie Walters joined insurance from school
On the move Who’s going where?
29
On the road
According to several contributors in this month’s issue (especially when “and inclusion” is added to the word “diversity”), the industry’s record does not look so good. (A serious omission indeed for a magazine called Insurance People!) But one which IP is both happy and proud to redress in this month’s issue.
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Michael Burle takes a look at Tate Modern’s new edifice
13
Chris Hall explains why loss adjusters are planning for tomorrow
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Steve Wardlaw helps raise awareness of the LBGT community
The IP team now gathers its sun hats and shrimping nets and wishes a balmy summer break to all our readers, sponsors, advertisers, supporters, reporters, contributors, narrators, commentators, raconteurs, chroniclers, and whistle blowers. Happy Holidays!
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www.insurancepeople.uk.com
Anna Peak considers the diversity of gender
Editorial
Design & Production
Commercial Director
insurancepeople
Andrew Newman FCII, Dip.M e: andrewnewman@talk21.com t: 01892 730539
Adrian Susman e: adrian@insurancepeople.uk.com t: 07981 993974
Jeni Hall e: jeni@insurancepeople.uk.com t: 07969 510172
PO Box 537 Tonbridge Kent TN12 9WG t 01562 862990 m 07981 993974 e info@insurancepeople.uk.com
Cover artwork: Carol Newman Printers Pensord Magazines & Periodicals, Tram Road, Pontllanfraith,Blackwood NP12 2YA Editor and Publisher
Consultant Editor
Commercial Director
Production Director
Andrew Newman
Brian Susman
Jeni Hall
Adrian Susman
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ISSN 2043-9202 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.
Late News Updated strategy for actuaries t its AGM on 23 June the Institute and Faculty of Actuaries released its updated strategy, intended to “ … react to current and upcoming global changes across the industries where actuaries currently work as well as those where actuarial skills could be used in future, and sets the future direction of the organisation”. The IFoA says it recognises the importance of agility in a rapidly changing global environment and will be developing new accreditations in specific business areas where actuaries can provide value. The organisation will also be revitalising the Associate level of membership. It will continue to invest in research through its volunteers and increasingly through externally funded programmes, and will also continue to develop relationships with leading academic and professional bodies around the world to contribute to the development of actuarial science. The refreshed strategy includes plans for bolder public affairs activity, and plans to use its Fiona Morrison regulatory status to champion professionalism, not just for IFoA members, but also across industries where its members work. Fiona Morrison, president, comments, “This new strategy will ensure that we maintain and broaden our relevance as a profession and that we continue to lead the development and promotion of actuarial expertise around the globe.” Pointing to the devloping pace of change, the IFoA chief executive, Derek Cribb, adds, “The IFoA is responding to these changes by continuing to innovate and develop into new areas where actuarial science can make a significant contribution to both business and society.”
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2 insurancepeople JULY/AUGUST 2016
Paymentshield appoints Motorplus for home emergencies aymentshield has appointed Motorplus as its home emergency insurance product partner. Motorplus, which currently underwrites Paymentshield’s legal expenses cover in relation to property claims, won the deal through a competitive tender process. The three-year deal will see Motorplus exclusively supply Paymentshield with family and landlord legal expenses cover, home emergency cover and home buyers’ protection cover. Amanda Fox, proposition and insurer relations director at Paymentshield, says, “Having worked with Motorplus for a number of years, we knew that they could offer the flexibility in product development and commitment to customer services that our client base has come to expect, and it’s always a wonderful thing when we are able to strengthen relationships with existing partners.”
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Award nomination for LV= s indicated on page 3 this month, and also page 13 where LV=’s Anna Peak writes on the subject of gender as part of the overall topic of diversity and inclusion, this is an issue that LV= itself has really taken on board. And now there’s a nomination for Diverse Company of the Year at the 2016 National Diversity Awards to be held in Liverpool on 16 September 2016. LV= advocates a strong D&I programme “to ensure the business provides inclusive products for its customers, and that the workplace is accessible and inclusive for all”.
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Channel launches Innovation Division hannel Syndicate 2015 at Lloyd’s has launched its Innovation Division, which will “ … further structure Channel’s activities and organisation to explore new classes and opportunities outside its traditional portfolio”. The division will support Channel’s commitment to new technologies and its ambition to target opportunities arising from emerging risks, including cyber. Channel has also announced the arrival from Aspen of Tom Allen, who has joined as head of technology and cyber insurance. His portfolio will be part of the new Innovation Division.
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late news
Market talk
in association with:
Andrew Newman, Editor
The Brokerage Citylink
D&I doors are opening ith a strong emphasis this month on diversity and inclusion, I don’t want to overlook an organisation that has already appeared in these pages – independent not-for-profit organisation The Brokerage Citylink. Their purpose has been to help young people from disadvantaged backgrounds to gain career opportunities and jobs, while working in partnership with employers to help them meet their own recruitment and D&I needs.
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The organisation’s Impact Report 2015 notes that 91% of its candidates are from a black, Asian, or minority ethnic (BAME) background, and 58% are female, mostly from non traditional backgrounds. Nearly half of secondary school students in inner London do not have English as a first language, and 81% are non white British. The report adds that 14 of the 20 highest child poverty rated local authorities in the UK are in London and The Brokerage works in all of them. I have attended some of their student evenings at Aldermanbury where the message is clear – there’s no shortage of young talent in London! My contact has been former Lloyd's underwriter and CII past-president (and avid postcard collector) Reg Brown (see page 16!) who was asked by the Worshipful Company of Insurers (WCI) to help raise the profile of the insurance sector among prospective young talent. The evenings in the Great Hall at Aldermanbury are full of enthusiastic and attentive potential future members of the insurance people fraternity, but I asked Reg Brown
Award nomination for LV=’s Debbie Cannon ongratulations to LV= employee Debbie Cannon on her nomination for the LGBT Role Model Award in the 2016 National Diversity Awards to be held in Liverpool on 16 September 2016. The aim is to honour individuals and
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Debbie Cannon
Market talk
about the follow-up. “There’s obviously more to it than students just taking away a fistful of business cards,” he says. “Some will communicate with the hosts who have impressed them, and may enter a mentor/mentee relationship. Others will Reg Brown get offers of work experience or internships. Many are already enjoying internships and will have re-encountered hosts who have given them positive advice about future careers.”
Visit www.thebrokerage.org.uk
This year’s The Brokerage Citylink student evening in the Great Hall at Aldermanbury takes place on Tuesday, 12 July and anyone interested in attending should register with Khadeja Rahman at the Brokerage – khadeja@thebrokerage.org.uk
groups from grass roots communities who have contributed to creating a more diverse and inclusive society. Debbie works at the Bournemouth LV= office in claims crime prevention and has been involved in the development of LV=’s Pride network for the LGBTQ community. She herself has been transitioning since 2012 and is the founder of the LGBTQ Support Network in Bournemouth, as well as a founding member of the Dorset LGB&T Equality Network. Since 2015 she has worked with Diversity Role Models, who actively seek to prevent homophobic, biphobic and transphobic bullying in UK schools. Thanks to Debbie, and recent TV programmes enlightening the plight of trans-gender people, I now possess a better understanding of trans-gender issues.
JULY/AUGUST 2016 insurancepeople 3
Market talk Cyber risk specialists in demand
“Mapping and pipelining” to combat cyber threat “But because cyber risk is a fast emerging area, the talent is scarce and therefore in high demand,” says Brunella. “Organisations are moving fast to map and pipeline the best talent in this very specialist field to ensure they have the best possible strategy in place in the event of attack.”
hile overall recruitment levels in the traditional areas of insurance have been steadily falling over the years, thanks to consolidation and the drive for efficiency savings, the scope for specialists has widened considerably.
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Brunella Flackett There are the newly emerging roles that didn’t even exist until relatively recent times. Compliance is one example, and cyber risk is another gradually climbing its way up the agenda.
Brunella Flackett, client partner for financial services and private equity with Armstrong Craven says, “The talent financial services firms need to attract is very different to the kind of talent they are used to recruiting. Candidates are coming from a digital world, often from another sector. Some corporates are going as far as creating dedicated work areas for their digital talent, far removed from the traditional financial services ‘suit and tie’ environment.
Thanks for the accolade! he following message came our way last month pertaining to our well received June issue, featuring among other items the latest epistle from professional after-dinner speaker Alan Cleary.
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Mapping and pipelining – that’s a new skill I hadn’t heard of before. Armstrong Craven describes itself as a global talent mapping and pipelining specialist, working across industry sectors such as technology, healthcare and life sciences, professional and financial services, industrial and consumer. It has offices in the UK and Singapore, and works with clients undergoing transformational change and looking to identify and recruit talent - often highly in demand or specialised. And today places greater emphasis on the recruitment of specialists with the skills to reduce the risk of cyber attacks. Brunella Flackett comments on the ABI’s call for a central database of cyber incidents and believes such a database could be of benefit in other ways besides playing a role in ensuring the best talent is deployed in the businesses facing the gravest danger. “One of the biggest challenges facing a business is knowing what skills they require within their organisation. The database would allow us to identify which businesses and sectors are most susceptible, and then match them with the right structures and skill sets. “We recently carried out a succession planning mapping assignment for the role of chief information security officer in a major financial services organisation. The role was extremely broad and cyber was one of several skill sets required. This contrasts with a growing number of corporates which are creating designated roles for cyber specialists. “We have also completed an insight project for an insurance client which wanted to understand the optimal organisational structure for a number of different areas including digital. They wanted to know what best practice looked like in other sectors as well as their own. This included how others were addressing the cyber issue.”
The ICAB team 4 insurancepeople JULY/AUGUST 2016
See www.armstrongcraven.com
Market talk
in association with:
“Absolutely the best insurance charity golf day!”
Another successful Wellard charity day! of IP after our summer break, but meantime I can provide a few tasters from various tip-offs received:-
rare happening to report about this year’s Stockport charity Golf Day organised by Insurance People contributor Terry Wellard – it rained!
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And not just ordinary rain. My spies tell me it was a deluge – with some of the greens and fairways under water. Terry Wellard The hooter sounded the cessation of the round, and all players retreated to the clubhouse when no more than a dozen holes had been completed.
“There’s good news and more bad news – you already know the first item of bad news having had to come off the course early,” said Terry opening his after-dinner speech. “The Stockport Golf Club has kindly decided to reimburse our green fees. That’s the good news. The bad news is that none of you lot will see a penny of it! It’s all going to the kids’ and other charities.” (Loud cheers, whistles and applause from the audience!)
An initially embarrassing moment for Mr Wellard happened as he was leaving the venue. He was accosted by two female members of the bar staff, who requested “a cuddle”. Ever friendly, Terry obliged (with a tinge of doubt, according to my spy) but then one of the ladies explained. “What you don’t know Terry, is that we’ve been under the care of one of the charities you support, and we saw your picture in their in-house magazine. Thank you!”
But despite the weather, the event proved highly successful, not only for the supported charities, but also for the 60 or more golfers who stayed on for the evening dinner. As one ‘spy’ told me, “The golf at Stockport is great, but we come to this event every year mainly to be entertained by Terry – despite the fines and goodhumoured insults that fly around.” By all accounts Terry was in sparkling form, endorsed by one of the team captains who said, “There were times in Terry’s speech when he had the house in hysterics!”
Next year will be the 40th anniversary for this event at the Stockport Golf Club. If that’s not worth a mention in the New Years Honours I don’t know what is.
Terry himself will be recording the highlights and charitable results of the Stockport event in the next issue
The provisional date for the diary for the 2017 event is Wednesday14 June, 2017
Before the rains came! (See page 29)
Market talk
JULY/AUGUST 2016 insurancepeople 5
Market talk ICAB never closes
QuestGates extends ‘high level’ fleet
ICAB enhance the insurance promise G iven insurers’ reliance on the performance of their chosen supply chain operatives, there are two particular claims situations where claimant suffering can be extreme when things go wrong (and the insurer’s brand gets hit for six).
Kellie Leigh
The two incidents where customer stress levels are highest occur in private health and hospitalisation, and home insurance when alternative accommodation is necessary. What first appealed to me about the ICAB alternative accommodation solution was its aim to turn a traumatic claims situation into a positive service experience. HR and communications manager Kellie Leigh tells me that aim has been achieved by improving operating efficiency to meet customers’ evolving demands in a very costeffective way. “We believe in a single source alternative accommodation solution with a commitment to treating all customers with respect and understanding,” says Kellie. “Our philosophy is based on acting ethically; providing exceptional customer service; and reducing the claim lifecycle with demonstrable cost savings, while sustaining transparency at all times.”
QuestGates goes Zoom! I
n his article on page 13 this month Chris Hall, MD at independent specialist loss adjusters QuestGates presses the need for organisations to anticipate and react to tomorrow's issues, rather than mourning the passing of yesterday’s technology. A practical example of that follows on from QuestGates securing the assets of Zoom Ltd last year as part of its acquisition of TSS Loss Adjusting. And hot off the press comes the news that QuestGates has now extended its Zoom vehicle fleet following an increasing demand for its high level survey capabilities up to a height 26 metres, using vehicle mounted automatic power masts to take real time images where access is often not physically possible. Chris Hall: “During the winter surge events, our insurer partners saw value in Zoom’s ability to take high level photographs and video to provide an extra dimension to claims reports. They’ve also appreciated the value this capability offers in terms of being able to view roof surfaces of commercial and domestic properties without having to use expensive access equipment and scaffolding. We’ve also won new business for Zoom outside the industry to use its capabilities to survey buildings for maintenance purposes.” Chris Hall started his career with Commercial Union in Edinburgh before joining loss adjusters McLaren Dick and Co, and secured his first management position in 1986 in Maidstone. In 1993 he was appointed a director and transferred to Birmingham and was involved in 1994 in the launch of the first insurance contractor network, Mcplan. Following the acquisition of McLarens by Capita he became an executive director of Capita Insurance Services but resigned in 2003 to launch QuestGates.
In 2012 ICAB produced a white paper on the modernisation of alternative accommodation for the insurance industry using innovation and technology, and the testimonials on their website are a joy to read because they show that in the main the insurance process does work magnificently. Kellie Leigh: “ICAB is proud of the position it has achieved in the supply chain, and we celebrate our 18th birthday later this year. It’s a 24 hour service in every sense of the word – we never close!” 6 insurancepeople JULY/AUGUST 2016
Market talk
in association with:
Fine art challenge for insurers
Michael Burle comments on new Tate wing L
ondon was alive with plenty of big events in June, such as the opening of the Tate Modern extension. Fine art underwriter Michael Burle, head of marine at Liberty Specialty Markets comments on the risks posed in this kind of development and the challenges faced by art insurers when galleries launch new wings or extensions.
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As Londoners finally get a chance to see inside the major extension at Tate Modern, their thoughts will be on the soaring architecture and never-before-seen artwork.
Michael Burle
In broad terms, the opening of any extension to a well-known art gallery presents insurers with pros and cons. On the one hand, it’s probable the new wing will have better security, and the very latest air and temperature controls to preserve the artworks. On the other hand, putting more artwork on show
Brian the Bard he IP team have always found home working to be the ideal environment for servicing an ongoing website, and for handling the monthly rush to print deadline. There aren’t many breaks in the routine – as soon as each mag is complete, it’s on with the next one.
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But… there’s always a calm, eye-of-the-storm moment, and that occurs on deadline day when everything is more or less complete except the late news page (or an empty slot like this one!). Will highly newsworthy press items come to the rescue in the nick of time? With the Euro football on TV, the IP team enjoy a rare window of opportunity to twiddle their thumbs.
Market talk
means that exposed values will rise, which affects the degree of risk to which the gallery is exposed. Also, the first few days and weeks of a new wing attract big crowds and lots of attention. This creates the potential for disruption and some unwanted attention. Typically insurers get involved shortly before a new wing opens. They undertake a survey and assess security arrangements, the type of art to be displayed, fire prevention measures and visitor safety. The art market has been very buoyant for some years and values remain high. Many galleries only insure a fraction of the total values of their collections.
Brian’s poem
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T’was getting near the deadline; the month had almost passed The Muse was ripe and mellow... but the News was fading fast The Con Ed and his master still had a slot to fill And Iceland on the telly were winning at one-nil The Ed went off to mow the grass, to while away the time Con Ed went off to fill a glass — a lager and some lime Production team were calling out,“Our schedule’s gone to pot Let’s make some news ourselves" — good grief, Ronaldo’s had a shot My kingdom for a press release! We don’t like being bored Something good to fill the page. Hey! Ronaldo has just scored!!
JULY/AUGUST 2016 insurancepeople 7
Market talk A moment from the archive
From North Park to SSP he software house SSP has gone through a number of name, management, and ownership changes since the days of North Park. In fact, too many to recall straight from memory. Nor time when approaching deadline, to research fully in the archive. The only help regarding the SSP heritage comes from a number of promotional aids still in use around my desk, and a promotional golf umbrella parked by the door – which has proved very useful during the wet June of 2016.
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This software company has described itself as developing from humble beginnings as North Park, and as an offshoot of Bradford Pennine Insurance. That was the era when I first got to work with, and later report on, this Halifax-based enterprise which went on to become a global operation providing solutions right across the insurance sector. But time passes, and two long-time contacts from earlier days have recently left SSP, one of whom is former distribution director Richard Crocker. When I first met Richard around 2004 he was head of commercial operations at (then) Software Solutions Partners. By 2006 he had moved from head of eBusiness to divisional director - distribution. Richard achieved a spectacular moment of glory with his fabulous hole-in-one in 2004 at the Software Solutions Partners Golf Day held on 23 September at Coombe Hill,
Jonathan Davey joins R eferring to the adjacent item, the other former SSP contact to move on is Jonathan Davey. We’ve been keeping in touch since he left SSP last October, and it was a pleasure to hear from him when he returned to the industry as chief executive officer of a new insurance technology start up – HugHub. “I enjoyed my time at SSP,” says Jonathan. “I left on good terms. I’m still a shareholder, but nevertheless I felt it was time to do something more entrepreneurial. I love the cut and thrust of that, making something grow, and breaking new ground with all the benefits of a fresh start. I’m good at helping a young business to become a bigger
Surrey. In fact, a quick double take at the aforementioned golf umbrella by my door confirms I acquired that item on that particular day as a gift from my hosts. The odds were apparently 30,000 to 1. If you then add in the likelihood of an insurance journalist being on hand to record the event, then we are already into interstellar numbers. His 165-yard achievement which acquired a £10,000 car was all the more remarkable since this was his first golf outing that year following an obviously successful hospital operation. I didn't actually see Richard's triumph myself, but I certainly heard it. Our four ball had just traversed said hole without making a single pitch mark on the green, and were on the next fairway when the sylvan calm was shattered by a mixture of screams, whoops and yells from Richard's team and the lady invigilators standing by as witnesses.
A memorable hole-in-one back in 2004! Richard Crocker, David Rasche, and the Editor 8 insurancepeople JULY/AUGUST 2016
Having now left SSP after 34 years Richard tells me he will be having a few months off, hopefully to enjoy a nice summer and spend more time on his boat and playing golf. But he’s not quite ready for full retirement yet. “There’ll be some consultancy work, and in June I became a director of IT solution providers e-Zee. I’ve known the team of Lawrence Caley, Nikki Daniels, and Kevin Child for some time – and Kevin and I worked together at SSP.”
Market talk
in association with:
New role for Davey
A glitch at askMID?
HugHub business. I’ve done it before, and I thoroughly enjoy that process.
Jonathan Davey
“And since the story broke, the feedback has been really encouraging, with lots of in-bound enquiries. HugHub is a customercentric business platform, transforming customer interaction
and engagement across a full range of protection products for insurance retailers. “Another plus factor is that chairman Max Carruthers is very well regarded individual and a shareholder in the business. That for me is a huge creditability tick. The technology really is magnificent and it will make a big difference to brokers who implement it.” Jonathan and I are looking forward to our next meeting later this summer when his feet are well and truly under the desk. Watch this space. See www.hughub.co.uk
Police seize nearly a million uninsured vehicles statistic in a press release from the AA caught my eye in June. The AA president, no less, Edmund King warned forgetful motorists not to fall foul of the law by letting their vehicle slip off the Motor Insurance Database.
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The statistic was that 121,000 uninsured vehicles were seized by police last year. In the last seven years almost one million (979,000) uninsured vehicles have been seized. The police have powers under Section 165A of the Road Traffic Act 1988 to seize a vehicle that is being used on a public road without motor insurance. How the police enforce that law is “an operational matter for their discretion”. Ah! Plenty of scope for a jobsworth-like, “Computer says No!” retort then. Edmund King says, “While some drivers clearly disregard the law, there are a number of drivers who inadvertently forget to renew their insurance and vehicle excise duty due to the rise of paperless systems. These car owners can avoid breaking the law and being embarrassed by downloading the AA App and inputting their vehicle information. Drivers will then have easy-to-see reminders of their vehicles’ important dates.” That led me to wondering about this at the ground level. Each car surely represents a loss to the individuals, but of course the pecuniary loss of the car can in some circumstances be less than buying insurance. Motorists can always check their status by going online at askMID to ensure their vehicle is on the database. That’s something I’ve done on occasion, certainly this renewal
Market talk
year – my current car is on the database. Or should I say was on the database? A quick double-check while writing this item revealed, “This registration is NOT showing as insured on the Motor Insurance Database”. Shock/horror! Subsequent checks reveal the same message.
Edmund King
Assuming that it’s the askMID site that’s up the creek, I nevertheless printed off a copy of my current certificate of insurance to be kept in the car - just in case. But what if an officious police officer decides to adopt a “Computer says No!” approach? Another shock to make my day. The modern certificate of insurance looks awful! Have you seen one recently? What a mess! As an insurance marketing manager it was always my aim to ensure all the paperwork was presented in a clear, reader friendly style - proposal forms, policy documents etc. The only document I couldn’t do anything with was the certificate of insurance owing to the format being dictated within the RTA. Time for that holiday break, I think. JULY/AUGUST 2016 insurancepeople 9
Sian Fisher CII Chief Executive
Let’s support diversity The insurance profession openly holds up its own hand at falling behind other sectors when it comes to workplace diversity issues. As Sian Fisher explains, the wholehearted adoption of this approach will attract talent and widen the range of skills, knowledge and experience diverse workforce is the key to a well rounded and well equipped profession. Yet take a look at insurance, and it could be argued that the sector is lagging behind others in making this a priority.
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The world we live and work in is an ever changing one. And so when it comes to business, successful firms will be the ones smart and agile enough to adapt and meet future needs. Old ways of thinking and behaving will no longer suffice, especially in the face of increased global competition.
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Old ways of thinking no longer suffice
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One way of tackling this challenge head-on is to ensure that our profession reflects society - and therefore our customers - by appealing to, and drawing from, the widest pool of talent. In doing so, we
increase our ability to access a wide range of skills, knowledge and experience. This is something we should welcome and embrace, especially as insurance is suffering from skills shortages. The most recent CII skills survey found that these are on the rise and are impacting business.
Young talent Attracting young talent is one answer. Over recent years graduates have become the default option for many, but that is now beginning to change as firms look to adopt a multifaceted approach to recruitment. Apprenticeships offer a viable alternative to university, and a great way to begin a career in insurance. Mixing on-the-job training with
diversity
of people and ideas professional qualifications, they also provide an option for those who might, in the past, not have considered working in the financial world. s well as looking to young talent, our sector needs to be better at engaging with those looking to return to work, or start a second career. Having multiple entry points and offering flexible working conditions are important factors here.
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Reaching out to different talent pools - such as parents returning to work after a break, or ex-service personnel looking for a new career - can pay real dividends. Sometimes it can be a challenge to change and break the habits of a
lifetime. That’s why the CII is supporting the insurance profession to diversify its talent pool. Over the past 12 months we have launched microsites addressing the recruitment of apprentices and returning to work women and exmilitary personnel. These sites aim at helping both prospective employees and employers. In addition, we also offer information and guidance to employers on getting the best from apprenticeships. The CII is also heavily engaged in promoting insurance careers to all types of schools and colleges across the UK. Discover Risk showcases to students the range and types of opportunities open to them within our sector.
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Drawing on a broad spectrum of views and experiences delivers great benefit
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upporting diversity of people and of ideas, and making it part of the fabric of our profession, will ultimately help to create stronger and more resilient organisations.
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Drawing on a broad spectrum of views and experiences delivers great benefit to firms. Not only that, but the removal of barriers - be they real or perceived - supports improved recruitment and retention of talent. Organisations, and professions, which are committed to diversity are able to draw from a much wider talent pool, and reap the rewards this brings.
No.1 in the handling and disposing of motor vehicles The handling and disposing of motor vehicle salvage is a constant drain on financial and administrative resources. HBC reduce this by providing an unrivalled service. We are prompt, efficient and fully in accordance with current industry guidelines and environmental legislation. We also require only minimum administration to collect and dispose of your vehicle salvage. With continued investment and systems development we are able to set the standards that others struggle to achieve. We are the safest hands in salvage. HBC Vehicle Services, HBC House, Charfleets Road, Canvey Island, Essex SS8 0PQ
diversity
www.hbc.co.uk 01268 696444 Fax: 01268 510087 Email: info@hbc.co.uk BRITISH VEHICLE SALVAGE FEDERATION
JULY/AUGUST 2016 insurancepeople 11
Andy Hawkes CEO, Cardinus Risk Management
Focus on work-related ill health There are more fatalities caused in the UK construction industry by work-related ill health than by accidents. Andy Hawkes describes an integrated approach now being used to tackle this issue ver 150 leaders responsible for health and safety in the UK construction industry gathered together earlier this year to start a campaign to improve the health related issues impacting this sector.
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Insurance plays an important part in this initiative
There were 35 fatal accidents in 2014/15, but UK construction workers are 100 times more likely to die from work-related ill health than accidents. In the same period it’s estimated that around 4,000 construction workers died from cancer caused by their exposure to hazardous substances while at work. The majority of these cases are lung diseases caused by exposure to asbestos (2,600 deaths) and silica (600 deaths).
The Health in Construction Leadership Group
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Whilst the initiative has been established by the biggest UK companies, the ideas have value to all sizes and types of construction firms. The approach includes: l
Leadership & Commitment to put a value on worker health protection, and make this an integral part of the business strategy, not just an add-on. Applying good practice, advocacy, positive intervention, supervision and contractor management
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Risk Assessment assessing actual risks rather than just listing the hazards
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Competency ensuring every worker is competent and takes ownership of their own health risk management
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Training providing information about the health risks faced, and the precautions needed. Instilling and enforcing systems and rules
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he challenge is how to bring health on a par with safety. Transformational changes could eradicate ill health effects caused by work, and the answer is to treat health like safety and ensure construction workers enjoy not just a safe environment, but a healthy one too.
Behaviours providing regular monitoring and review of the competency and behaviours of the whole workforce, and ensuring subcontractors work to the same good practice framework
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The Health in Construction Leadership Group initiative brings together the biggest UK construction companies with an aim to develop an integrated approach to managing health and ways of reducing the risk of developing a respiratory disease.
Planning & Prevention for early elimination and minimisation of risks, and removal or substitution of high risk processes, substances, and activities. Involving specialist expertise to advise during the planning/design process
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Control implementing a hierarchy of control and the adoption of effective and appropriate exposure controls
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Programme Management from the top to the bottom of the company and throughout every project
And, around 3,000 workers were suffering with breathing and lung problems they believed were caused, or made worse, by their work - a rate significantly higher than the average across all industries. Around 20% of workers identified ‘dusts from stone, cement, bricks or concrete’ as a contributing factor.
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The workplace needs to be not just safe, but a healthy environment too
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The insurance profession can play an important part in this initiative and brokers and insurers are urged to obtain a better understanding of how they can advise, encourage and reward clients and policyholders to implement good health risk management systems in the construction sector. 12 insurancepeople JULY/AUGUST 2016
See www.healthinconstruction.co.uk
health in construction
loss adjusting
Are loss adjusters the Betamax of tomorrow?
Chris Hall explains how loss adjusting can adapt to the world of tomorrow t the start of this millennium the future looked bright for loss adjusting companies. Many extended their operations into all aspects of claims handling including supply chain management - while insurers increasingly sought to outsource all claims-related activity. However over the following years a perfect storm of factors, including the impact of increased regulation and advances in technology have changed the outlook.
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So will loss adjusting become something that we look back at nostalgically, rather than having a role in an increasingly digitalised world? As regards low value claims, the answer is probably yes. Insurers can handle them better and cheaper inhouse, although there will still be a
need for the capability to audit and deal with the likes of fraudulent and complaint cases which is where adjusters can add value. However if loss adjusting is to thrive rather than survive, we have to focus on our key areas of expertise including large, complex and specialist claims, and demonstrate that we can deliver a service which enhances the reputation of everyone involved in the industry - including insurers and brokers.
Chris Hall Managing Director, QuestGates
We will need to be at the forefront of technology and innovation if we are not to end up like VHS - to win the battle over Betamax, but lose out eventually to the equivalents of DVDs and streaming. In our view the successful companies of the future need to be able to anticipate and react to tomorrow's issues rather than mourn the passing of the valve radio!
Over the last year QuestGates has launched several initiatives, such as a broker protocol and concierge service aimed at raising clients’ net promoter scores following a claim. Imminent is a bespoke service for HNW and complex household claims, and an expansion of the Zoom capability enabling insurers to view images taken from heights of up to nearly 30m without the need for scaffolding. Thus supporting quick, economic, and accurate assessment of claims from the handler’s desk, which would normally be long-tail solely due to access issues.
INSURANCE SPECIALISTS TALK TO US TODAY tel 0345 375 1747 hello@heatrecruitment.co.uk
loss adjusting
JULY/AUGUST 2016 insurancepeople 13
Anna Peak Broker Marketing Director, LV=Broker and Chair of LV='s Women's Network (PACE)
Take Five LV= began its diversity and inclusion journey in late 2012, initially with a prime focus on gender. Sharing, educating, supporting and lobbying to raise awareness of its gender, and other D&I objectives. Anna Peak runs through some of the issues with the Editor AN: Accepting the need for women’s progression in the insurance industry, how do you cope with the (now surely obsolete) suggestion that gender is all about getting more women into senior roles, regardless of talent? AP: This isn’t about “girl power" and "filling quotas". It’s about supporting the development and progression of women at all levels, and recognising differences. After all, our customers are diverse too so it makes sense that our teams reflect this and that we value what gender brings to an organisation. Our network now has over 925 members (LV has over 6,000 staff), with 15% of the members being male. That’s great because it's important we bring men on this journey too. AN: Why did you pick gender as the first area of D&I to look at? AP: It was felt gender was an area where we could make the most impact. So that’s where a lot of our activity was initially focused. Studies
show that winning teams are gender diverse teams. That said, it’s not solely about gender. We've also set up other network streams for disability, sexual orientation, and ethnicity groups. AN: How did LV= get involved in D&I back in 2012? AP: The initiative was led by our board who wanted to understand how we were doing in that space from an organisational perspective. They also recognised it's good business. After all, our customers, members, people and communities in which we serve are diverse too. We worked with a D&I specialist consultancy to assess our position in
this area and help identify ways in which we could improve and accelerate our work. AN: There are reportedly a large number of insurance organisations out there yet to tackle D&I within their respective cultures. What would you say are the essential ingredients needed to get the D&I ball rolling? AP: The organisational culture plays an important part, and that philosophy has to be led from the top. Our strong 'people-orientated' culture has always been a key strength for LV=, so we were already in a good place to begin with, but there was naturally a lot more we needed to be doing. But there’s no doubt that our existing culture made the task so much easier. The other important ingredient is to have a D&I strategy and governance structure, which ensures commitment and focus. This has been key to our success with each work stream sponsored by one of our exec members on the board. AN: What was the purpose of LV= taking a proactive stance on D&I?
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diversity and inclusion
AP: It was a simple one for us, we wanted to ensure we had a culture at LV= where everybody feels comfortable being themselves at work and respected people's differences. That was something really important to us and would ensure we get the best out of our people. Also that everyone is self aware and accepts personal accountability for D&I so that the diversity of our people, customers, members, and the communities that we operate in are reflected in all we do. If we are not diverse ourselves, then we are not necessarily reflecting all customer groups and their communities. Recognition of diversity is important to us. So when we are talking about the products and services we offer it’s vitally important that we are thinking around the diversity and needs of every customer. And that means our people and leaders should be as diverse as the customers we are serving. AN: Can we talk about the impact on the mainstream staff? How did you go about raising awareness? AP: We have mainly done this through training, communication and events. Getting people to rethink about the barriers that some colleagues face; the way we behave; and the way we come across to people. But it is a two-way process. If we take gender as an example, in our reciprocal mentoring programme, female staff were matched up with our exec team and involved in mentoring each other. The female staff member getting the benefit of raising her profile, knowledge, and experience from the senior exec, while the senior exec was getting a real understanding about some of the barriers that women find in the workplace, and the challenges faced on an everyday basis. There’s a mutual benefit. And incidentally, in
diversity and inclusion
identifying those barriers, there were some quite simple things we could do within the organisation to make a difference.
candidates applying? We've spent a lot of time looking at our recruiting language to ensure we are attracting a diverse range of candidates.
We spent a lot of time on unconscious bias workshops and inclusive leadership training at all levels from the top down. A lot of this is about reeducation, but it is something that is going to take time. It’s not something you can fix overnight.
AN: As we close this particular conversation, it’s clear we have barely scratched the surface. This is a topic that will run and run, and I look forward to another Take Five opportunity in coming months.
AN: Unconscious bias? Can you give an example? AP: Yes. Let’s take job adverts. In wording these, are we thinking about the language we use, e.g. flexible working? Is the advert implying this role can only be done full-time? Is this preventing a diverse range of
AP: Me too! It's great to see D&I gaining more focus within our industry, but there is still much work to be done. We’ve been working at this for just over three years now and it does take time. That’s true of any culture change, but we enjoy having a fantastic engagement with our people that makes it all possible and are really proud of our progress to date.
AN: Anna, do you believe the majority of women in senior roles do enough to promote themselves? I ask that in the light of my own editorial experience. I was taken to task this year by a lady reader complaining that almost all the recent IP covers featured “white males of a certain age”. I was aware of that of course, but try as I might, I couldn’t convince any female of choice to volunteer for this slot. I received another rejection this very morning – “Andrew, I don’t suppose anyone wants to see my mug plastered on anything!”. That suggests a lack of confidence perhaps? AP: Confidence can be a big issue for women and is a topic that comes up time and again within my women's network role. We should be putting ourselves forward more and taking ownership of our careers with confidence. Overall, as women, we don’t effectively promote ourselves enough... so thank you for this opportunity Andrew! I'm also looking forward to seeing Sian Fisher on the front cover this month. There’s another classic example of how a man and a woman will look at a job advert with say, ten requirements. A man might say I can do two of those ten things – it’s worth applying for. A woman would look at it and say there’s two things I can’t do, therefore I am not going to apply. The issue isn’t really around the lower level jobs. In some areas women are more representative than men, but more upper management to board level (where around 15% are women) is the area where our work is really focused. Research, and our own findings, indicate that the financial services sector is the least popular choice among women owing to a perceived lack of career progression, so there is still much work to be done. It’s also important that female leaders in senior positions see themselves as role models, and accept that they do have a role to play. For us, it’s equally important for us to have a network where we can be seen to promote senior role models and look at building, coaching, and mentoring relationships.
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Reg Brown’s Postcard Emporium “Nasty affair at Petworth Park!”
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Dear Sir, cannot get anyone to clean cesspool. They will not take it on.
” Peeking at the address side of this postcard, the postmark confirms it was indeed posted on the 9 July 1904 at Billingshurst, and doesn’t travel more than nine miles to its destination at Petworth Park. In this series, we have become very familiar with these very brief Edwardian addresses. Mr Sutton’s is just three words – “The Park, Petworth”, nowadays a property owned by the National Trust.
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he above quote penned in 1904 may not be the most heartstopping example of Edwardian desperation to appear in the Reg Brown postcard collection, but it’s certainly an urgent plea. Postcards were the emails of their day – often grabbed at random without any relevance to the subject matter on the card. The insurance link in this case is that the card was one of many produced by Norwich Union Fire Insurance Society, and it depicts an early 1900s image of the famous steeple of Norwich Cathedral – later to become a familiar theme of the NU logo before Aviva came along. There’s also a depiction of the original HQ where the Marble Hall still stands today in Surrey Street, Norwich.
Anyone wishing to take on the Sherlock Holmes mantle to find out more about this “nasty affair at Petworth Park” in 1904 is advised to word search “drains” in their enquiries. l
There’s another example (not shown here) of this same Norwich Union postcard in the Reg Brown collection, this one used three years later in 1907 to send a message somewhat less urgent… yet perhaps with an implied hint of menace?
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I shall be at your house on Thursday next at 7pm to collect the allotment rents. Yours truly, B H Hawley
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King George V had already died in January of that year, but his stamps were still legal tender - and unusually placed on the front of this card. (And no, postal inflation had not struck threefold in the years since 1904. It still only cost one halfpenny to send a postcard as in Edwardian times – but this card is headed for an address in Czechoslovakia at a princely one-and-a-half pennies). Other than the illustration, there is no connection with Norwich Union on this card, but there is another copy in the collection that was posted in 1912 and postmarked Wymondham to Master A. Young, in Anerley, South East London:-
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his next card must have been lying around unused for almost a quarter of a century before being posted in 1936. It depicts the new Norwich Union edifice built in 1903 on the same site – the Marble Hall.
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Dear Alan, Best wishes for your birthday. This is the office where Frank works. Hope to see you in Wymondham soon, George
Lucky Frank!
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Reg Brown’s Postcard Emporium
Steve Wardlaw Chairman, Emerald Life
A market gap waiting to be filled Awareness and education are steadily pushing aside intolerance and prejudice in many areas of life. Insurance has a questionable (if not sometimes notorious) past in this area. After all, underwriting is all about discrimination. Steve Wardlaw highlights the need for more awareness of the insurance needs of the lesbian/gay/bisexual/transgendered community he historical poor treatment of the LGBT community by the insurance sector centres around the inequalities people have faced when buying insurance to better protect themselves and the things they love.
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There is an identified need for a compelling alternative to generic insurance products offered on a ‘one size fits all’ basis. Products and service need to be based on the interplay of products tailored to the community’s specific needs and circumstances; delivered through a service experience purpose-built for the community; and the championing of the broader equality and diversity matters that the LGBT community faces. Our own research uncovered a significant inequality of experience when buying insurance, ranging from product features that don’t suit, online tick box options that fail to reflect diversity, or call centre scripts that are inappropriate for the community. Emerald Life commissioned two YouGov polls to capture the sentiment of the LGBT community towards insurance and life needs. The first study of over 1,000 adults looked at community attitudes around the UK and the second survey of 2,000 adults compared LGBT attitudes with their straight counterparts and figures for the UK population at large. Over a third (37%) of the LGBT community (as compared to 25% of
LGBT community
the overall population) do not have any form of insurance. This equates to more than 800,000 adults. And this figure rises even further when LGBT couples become parents. The research also explored the differences within the LGBT community itself:l
a major variation was noted between London and the Midlands. LGBT community members in the capital were far more likely to hold common
forms of insurance (e.g. travel 49% and health insurance 25%), whereas those in the East or West Midlands were the least likely l
community members in the North West were the most likely to have life (35%) or pet (27%) insurance, but elsewhere this fell to as low as 11%
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In relation to parenting, life insurance quickly became much more important to members of the LGBT community with children. Whilst this mirrors a more general trend also found with many straight parents, the celebrated growth of parenting in the LGBT community also carries an education warning on the need for couples to not let insurance fall off the radar at a time when many are, understandably, juggling new priorities
Emerald Life People ask why we launched an LGBT insurance provider. Our concept was simple. We wanted to rebuild the insurance sector with a strong focus on the LGBT community, of which I am part. Progress on major equality issues has been achieved, yet we still don’t have full equality in the everyday services we need, and in our dealings with those who provide those services. Our aim is to abolish these inequalities and make sure the LGBT community gets true equality of experience in services like insurance. At a time when technology has made insurance increasingly accessible, giving customers purchasing options that avoid the need to sit in front of a person and discuss one’s life in detail, it is of national concern that the LGBT community still lags behind when it comes to having basic insurance cover for the everyday things that matter. We already knew from our previous research about the inequalities people have faced when buying insurance. We suspected that the community was under-insured compared to national averages, but the extent of that insurance gap is a shock. Marketing quick fixes won’t solve this issue. It requires a serious and concerted approach to understand the reasons behind the gap. Then we need to fix them. Steve Wardlaw JULY/AUGUST 2016 insurancepeople 17
“The ones that got away” A close shave this month… a very close one, with our escapee making a break for it after only a very short period of incarceration within the insurance industry
Julie Walters ctress, writer, and BAFTA award winner and Fellow Julia Mary "Julie" Walters, CBE was born in February 1950 in Birmingham. Her fame arose in 1983 after playing the title role in Educating Rita, a role she had created on the West End stage.
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A variety of film roles followed, the most persistent being the character Molly Weasley in seven of the eight Harry Potter films between 2001–2011. She is particularly well known for her collaborations with the late Victoria Wood – who incidentally eluded
capture by the insurance industry despite her father being an underwriter in the pharmaceutical sector. In fact, her father headed that possibility off when she was 15 by buying her a piano. As for Julie Walters’ brush with insurance, all we know is that she “worked in insurance” after leaving school at 15, moving on to train as a nurse, and later going on to fame after studying English and drama at Manchester Polytechnic.
News Review CDL integrates with numero DL has collaborated with “customer experience specialist”, numero, to enhance the insurance shopping experience through integrated telephony, call scripting, webchat and email channels. The development means that contact centres using CDL’s Strata will be able to offer seamless customer service, with on-screen prompts enabling agents to identify customers and any previous interactions they have had with the retailer through other channels. CDL commercial director, Nigel Phillips, comments "Today's consumers expect world-class service. This interface we have developed to connect to the numero solution gives retailers the
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In association with
Launch of Thomas Miller Specialty homas Miller has launched a new group business, Thomas Miller Specialty, along with two new insurance products, Cyber Risk Cover and Kidnap & Ransom. Thomas Miller Specialty also becomes the new trading name for Osprey Underwriting Agency. The Osprey name will continue to be associated with its recognised marine and satellite insurances, but in the name of its product lines – Osprey Fixed Premium P&I, Osprey Hull, Osprey Aerospace etc. This combination is aimed at allowing Thomas Miller’s new commercial insurance MGA to recognise the strengths of both the Thomas Miller and the Osprey brand identities in the marine and space insurance markets.
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Nigel Phillips
opportunity to expand their customer view across channels and offer an effortless, next generation experience. "It also paves the way for further specialist integrations to boost contact centre efficiency and enhance the customer experience."
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News Review “Industry must not hide behind regulation” M ore than 100 delegates from all corners of the globe gathered in London on June 7 to attend the International Cooperative and Mutual Insurance Federation’s (ICMIF) 23rd Meeting of Reinsurance Officials (MORO). Inga Beale, chief executive of Lloyd’s of London, kicked off the agenda talking about the role of innovation and climate change in insurance, considering both the threats and opportunities that the industry now faces. “We need to not only survive, but thrive,” she said. “The industry
must not hide behind regulation as a reason not to innovate. The cooperative and mutual insurance market plays a vital role in covering people all over the world. Representing 27% of the global insurance market, it represents an amazing presence across the world.” However the Lloyd’s chief warned that there are still hurdles for the mutual insurance sector to tackle. “An estimated 43% of the world’s countries do not have mutual or co-operative law. Protectionism is not good for these countries,” she said.
Inga Beale at ICMIF Meeting of Reinsurance Officials
In association with
Terrorism risk model from Pool Re ool Re has announced, in partnership with Cranfield University and Guy Carpenter, the development of the UK’s first terrorism risk model to include the potential impact of a chemical, biological, radiological or nuclear (CBRN) attack. Julian Enoizi, chief executive of Pool Re, says, “Major strands of our modernisation programme have been concerned with the introduction of more risk reflective pricing and an improved understanding of the exposures faced by both the insurance community and the broader UK business community in the face of a changing terrorism threat. This important partnership will develop a risk model that helps us in both of these areas. We are fortunate to be able to work with Cranfield University whose leading academic experience in security issues is crucial in the model’s development and with Guy Carpenter whose risk modelling expertise and resources are so highly regarded in the insurance industry.”
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FCA fines CT Capital he FCA has fined CT Capital Ltd £2,360,900 for serious failings in its historic PPI complaint handling processes. The FCA says, “Between May 2011 and November 2013, during which time it handled 6,669 PPI complaints, CT Capital failed to put in place complaint handling processes to deal with PPI complaints appropriately, which resulted in customers missing out on redress payments to which they were entitled. The effect on individual customers was potentially significant: the average redress payment made in respect of a fully upheld complaint during the period was £5,959.”
Scots “unaware” of Insurance Act T ockton has warend that many firms across Scotland are unaware of the implications of the Insurance Act 2015, coming into force in August. Gordon Duncan, partner and head of corporate at Lockton's Corporate Scotland, believes many firms have never heard of the legislative change or know what to do about it. He said SMEs were particularly uninformed, though he had had discussions with large private corporates which were similarly unaware. Mr Duncan says, "The changes to insurance law are nearly
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upon us and nobody involved in the industry can be complacent about their implications. Business owners, senior management and other stakeholders have to take steps now to make sure their policies will still be effective." He goes on to conclude, "It is a matter of some concern that so many companies seem unaware of this major legislative change. It will create a different dynamic between the insurer, the client and the broker and those parties involved need to take action now to apprise themselves of the altered circumstances."
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News Review Teenage “ghost broker” jailed A 19-year-old man from Walsall has been jailed for selling fake motor insurance to unsuspecting customers, leaving them uninsured and illegally driving on the roads. An investigation by the Insurance Fraud Enforcement Department (IFED), part of the City of London Police, uncovered his ‘ghost broking’ activity and found he was selling false car insurance via adverts placed on the Gumtree website. IFED officers also worked with colleagues from PSNI (Police Service Northern Ireland) and Leicestershire Police as they pieced together the full extent of his activity. Azeem Mahmood Hussain (20/01/1997) of Broadway West, Walsall was sentenced to 12 months’ imprisonment at Wolverhampton
Crown Court on 1 June, having previously pleaded guilty to fraud by false representation. Detective Sergeant Matt Hussey, from the Insurance Fraud Enforcement Department said: “Hussain is one of the youngest ever people we’ve dealt with for insurance fraud and this was a crude attempt by him to make some fast cash from his bedroom. He was advertising cheap motor insurance deals on Gumtree and sadly he was able to con some people into thinking he was a genuine broker. “I’d also like to thank colleagues from PSNI and Leicestershire Police for their help and assistance in this case, as well as Gumtree for their support in helping us to identify ghost brokers exploiting their website. Gumtree has since
Strategic review for Gocompare T he board of esure has announced a strategic review of Gocompare.com, including a potential de-merger, and the appointment of Matthew Crummack, previously CEO of lastminute.com, as chief executive officer of Gocompare. “In the first full year of the Group’s ownership, after acquiring the outstanding 50% of Gocompare.com for £95 million”, says esure, “the marketing strategy has been reinvigorated driving growth in insurance comparison, the cost base restructured, and focus given to a wider range of products. These actions have underpinned the board’s confidence in its guidance for a 20-30% improvement in Gocompare.com’s profitability in 2016.” Peter Wood, chairman of esure Group plc, comments,“Now is the right time to review strategic opportunities for the Gocompare.com business, including a potential 20 insurancepeople JULY/AUGUST 2016
demerger, in order to continue to maximise value for our shareholders. “Shareholders will be updated following this review process. “I am delighted to announce Matthew’s appointment as the new Gocompare.com CEO and look forward to him building on the significant progress made since esure’s acquisition of Gocompare.com. Matthew’s experience at lastminute.com and Expedia, together with his expertise across digital technology platforms makes him ideally placed to lead Gocompare.com forward into the next phase of its growth story. “Jon Morrell has done a good job in our first year of full ownership, working with the team in Newport, the esure management team and with the business partners of Gocompare.com to lay the foundations for further growth. Jon Morrell leaves with our thanks for his work and we wish him well in his next role.”
removed the insurance category from its website so that unscrupulous individuals like Hussain are no longer able to operate on there.”
Guidewire for Aviva personal lines viva has selected Guidewire ClaimCenter as its new claims management system for all its claims administration. Experience gained from the deployment and use of ClaimCenter for its commercial lines business made Aviva comfortable in extending the system to its personal lines portfolio. The company says that extensive use and re-use of Guidewire technology in both direct and broker commercial business will allow for faster deployment on a phased basis in the coming months. “Claims handling can be a significant differentiator for a profitable business,” comments Rob Townend, claims director, Aviva UK. “Moving to a single platform with Guidewire’s core processing product, ClaimCenter, is a worthwhile investment decision that will underpin more flexibility and innovation for Aviva.”
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In association with
Reinsurance renewals stabilising J
LT Re reports that reinsurance rate declines continued to slow at the 1 June 2016 renewal, reaffirming a trend of gradual price stabilisation that first emerged during the corresponding renewal in 2015. JLT Re’s Risk-Adjusted Florida PropertyCatastrophe ROL Index fell by 3.1% this year. This compares with a fall of 8.5% at 1 June 2015 and 17.1% in 2014. Bob Betz, co-leader of JLT Re’s National Catastrophe Practice, says, “Average reinsurance rates fell for a fifth consecutive year at the 1 June 2016 renewal, although reductions slowed significantly compared to previous years. Riskadjusted pricing typically fell within a range of flat to down 5% as markets generally held firm against attempts to negotiate higher discounts. Indeed, efforts to achieve reductions in excess of 5% on any one layer were met with considerable resistance.” “Significantly, there was some evidence through the renewal process of pricing levels converging between traditional and insurance-linked securities (ILS) markets, reversing the decoupling trend that first emerged in 2013 when ILS investors deviated away from price expectations set by the traditional market. This pricing consensus meant most programmes renewed within a narrow range of flat to low single digit reductions in 2016, although changes to terms and conditions added to the overall economic benefit of cedents in some instances.”
LV= names new chief executive V= has named Richard Rowney as its new chief executive. He is currently managing director of LV=’s life and pensions business having originally joined the society in 2007 as chief operating officer. Prior to LV= Richard Rowney spent 14 years at Barclays in a number of senior positions across corporate and retail banking, including integration director for the bank and chief operating officer for premier banking. He has an MBA from Henley Business School and has completed the Harvard General Management Programme. He succeeds Mike Rogers who earlier this year indicated his decision to step down as chief executive after ten years in the role. He will take up his appointment later this summer, after a short handover period.
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Goneut not otten b forg
Sun Alliance trade pre
ss ad circa 1996
his ad – probably one of the last to show the Sun Alliance name before the merger with Royal – was produced to promote the high net worth Primechoice product, with the emphasis firmly on sophisticated lifestyles and no “warranties or restrictions” in the policy. Even the administering office had a HNW feel – St James’s London.
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Back in 1959 there wasn’t much imagination employed when insurance companies merged, so ‘Sun Alliance’ came as no surprise when Sun and The Alliance came together. Various acquisitions came along in subsequent years, and something rather unusual happened when a market leader in niche motor pricing, with an active semi-direct service in addition to normal intermediary products, was acquired – Bradford Pennine. Rather than merely absorbing BP into the Sun Alliance culture (as was the fashion at the time) advantage was taken in reversing the process. The specialist office was not pulled into the corporate fold in such a way as to adversely alter its successful methods or markets. So as far as motor business was concerned the BP expertise and markets were retained, and in some cases extended to include Sun Alliance motor business.
JULY/AUGUST 2016 insurancepeople 21
News Review Gallagher launches terrorism risk modelling A rthur J. Gallagher has responded to the evolving needs of businesses faced with the challenge of protecting their people and assets as the global terrorism risk landscape continues to shift. The new solution, designed for businesses with premium spend in excess of £1,000, can cater for both UK and USdomiciled clients and combines risk management with broking placement. Gallagher ’s Farseer modelling tool enables key locations to be geocoded, visually mapped and values aggregated, before analytics pinpoint proximity to potential terrorist targets and realistic disaster scenarios are run to determine probable maximum loss and specific vulnerabilities. Backed by a panel of Lloyd’s syndicates and company market underwriters, in addition to significant limits for traditional physical damage, the product offers business interruption and terrorism liability and also offers sub-limited coverage for denial of access (including nondamage); threat (including non-damage); loss of attraction;
and chemical, biological, radiological and nuclear (CBRN) attacks. * * * * Gallagher has also “ … responded to the dynamic and wide-ranging security crises that businesses face today with a cost-effective ‘security concierge service’”. For £500 a year — regardless of company size — the Crisis Resilience Solution aims to minimise serious disruption, financial loss or adverse publicity while enabling businesses to meet their legal duty of care to employees and members of the public exposed by such incidents. Paul Bassett, managing director of crisis management at Arthur J. Gallagher, says, “By offering 24/7 support wherever and whenever you need it, our solution will help organisations anticipate, prevent, respond to and recover from a wide variety of security crises through a powerful mix of online training, profiling and planning; on-theground support; emergency funding and post-incident recovery.”
Brightside selects Arc Legal scheme rc Legal Assistance has been appointed by Brightside to provide motor legal expenses insurance. The product will be offered as part of the broker’s Brightside Car brand. Arc Legal will also be responsible for the oversight of the MLEI claims process delivered by Brightside’s chosen solicitor firm, Slater Gordon Solutions, who also handle all Brightside’s fault and nonfault insurance claims. Arc Legal has expanded the cover provided under the policy so that, in addition to accident related incidents, the insured now has cover for the defence of motoring prosecutions and motor contract disputes. Richard Finan, director of Arc Legal, says, “The majority of legal expenses insurance providers have operated a model where they control the personal injury claims process. We believe that large motor insurance providers will prefer our model which enables them to have the direct relationship with the solicitor, with Arc Legal managing the legal expenses element of the service only.”
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Desmond cost put at £597m he UK floods from December 4 to 24, 2015, linked to storm Desmond and other low pressure systems, are now reckoned to have cost insurers £597 million. This is the third estimate put out by Perils AG, following a second loss estimate of £662m issued in March. Storm Desmond was the most prominent of a series of depression systems which affected the UK in November and the first half of December 2015. It brought recordbreaking rainfall mainly to the Northwest of England with the floods peaking on 5 and 6 December 2015.
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In association with
“Best support service” award for Supercover M arkerstudy group member Supercover won the Best Support Service award at the 2016 Mobile Industry Awards held in London on June 2. The mobile phone and gadget insurance provider clinched the accolade for its “overall excellence in delivery of service to partners, ability to adapt to changing market conditions and innovative approach to marketing and education around mobile phone insurance”.
John Fannon, Supercover Insurance’s director of sales, says,“The awards evening was fantastic and we are incredibly proud to have walked away with the Best Support Service title. Our team has put in a tremendous amount of effort and hard work to make Supercover the ‘go to’ business for distributors and resellers looking to differentiate their brand and add value to their existing propositions through handset and gadget insurance.”
The Supercover team (left to right) Bernie Nunn; Nikki Webb; Amanda Kerry Wallington; John Fannon
Tracker helps recovery in 20 minutes olice in Northumbria were able to recover a stolen Range Rover Sport HSE Luxury, worth around £35,000, within just 20 minutes thanks to the help of Tracker. Once police were notified of the theft, Tracker, part of the Tantalum Corporation, activated the device, leading them straight to the missing vehicle. The Range Rover was found with false plates attached in Durham where police were able to stop the thieves in their tracks. Adrian Davenport, police liaison manager for Tracker, says, “Once again Tracker’s unique relationship with the police has helped to close the net on criminals. This case in particular highlights the value of having a tracking device fitted to your vehicle, as not only does it mean that police have a chance of returning a stolen car, but it also means that other possessions, such as work tools and business reputation, can be protected. A Tracker unit won’t stop your car being stolen, but it can significantly increase the chances of police finding it if thieves do take it.”
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Truth about whiplash claims revealed O nline YouGov research commissioned by claims.co.uk has revealed attitudes to whiplash claims amongst the public, with Brits over 15 times more likely to view claims as “honest” if they know someone who has made a claim. This research highlights the gulf in the public mind in terms of the perception of whiplash claims and the reality. Those who didn’t know someone who had claimed for whiplash were far more likely to view the majority of whiplash claims
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as fraudulent, with only 6% of British respondents describing such claims as reasonable; just 2% describing them as honest; 20% describing them as fraudulent and 44% describing the claims as exaggerated. Yet if respondents know someone who has claimed, the figures rise to 21% describing that type of claim as reasonable; and 34% describing it as honest. Only 13% of these people said they would describe the claim as fraudulent, while 28% would describe them as exaggerated. Claims.co.uk MD John Quail
believes whiplash claims continue to receive negative media attention. He comments, “There has undoubtedly been a stigma surrounding ‘compensation culture’ and ‘ambulance chasers’ for a number of years, and the results of this survey show how this has influenced public perception of whiplash claims. The research makes clear that if you know someone who has made a claim - and have an understanding of the real life process - you can see claims for what they are; genuine redress for pain, suffering and hardship.” JULY/AUGUST 2016 insurancepeople 23
News Review Wind farm risk evaluation he launch of a model for evaluating risks to onshore and offshore wind farms has been announced by Sompo Japan Nipponkoa Insurance, Sompo Risk Management & Health Care, and Sompo Canopius AG. The model, created by the Sompo group companies in collaboration with the University of Tokyo, provides key pricing and cat modelling data for insuring the construction and operation of wind turbines. Taking into account perils such as wind, lightning, wave, and electrical and mechanical breakdown, the model is able to provide risk insight to insurers as well as renewable energy
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companies. Initially it will cater for risks in Japan, followed by the North Sea and Asia later in the year. Hajime Sano, head of catastrophe analytics at SRMHC, commented, “We are extremely pleased to announce the world’s first risk evaluation model for wind farms. As wind farms expand, the
Terrorism travel insurance product launch I nternational Travel and Healthcare has launched SafeJourney, a specific terrorism travel insurance policy. Underwritten by Markel International, Safe-Journey will provide cover for travel delay, cancellation and disinclination to travel to destinations where an act of terrorism has taken place. Those who have already travelled to a location where an act of terrorism has taken place will be covered should they wish to curtail their trip and return home. The product was developed by a team led by International Travel and Healthcare managing director Kate Huet, following the numerous global terrorist attacks in 2015. As chairman of the Association of Travel Insurance Intermediaries (ATII) and in her role at ITH, she saw that there was a need for an insurance product
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which provides cover for not only those directly affected by terrorist attacks, but also those indirectly affected. The policy will work as an ancillary product in tandem with traditional travel insurance and will also offer benefits for travel delay, personal possessions, withdrawal of services, evacuation and emergency temporary accommodation, medical expenses, medical repatriation, death and permanent total disablement in the event of an act of terrorism. There is also no age limit and no territory loadings. Brokers can access SafeJourney via ITH’s secure back office policy issuance system www.ithcos.com. Safe-Journey policies will be available from www.safe-journey.com/, insurance intermediaries and price comparison websites.
potential for damage increases substantially, particularly with offshore wind farm reconstruction involving considerable specialist costs. This model will be of great value in diminishing and managing risk and supporting the safe expansion and operation of wind farms.”
Over 400 take up CII risk management title he CII's Chartered insurance risk manager title has seen over 400 professionals take it up since its launch in January. The title was introduced in response to a demand for dedicated learning on the subject as it continues to grow as a discipline. The CII has developed four new exam units, to complement the risk content of its broad range of existing training and examination materials:
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Introductory level – introduction to risk management
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Intermediate level – fundamentals of risk management
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Advanced level – risk management in insurance & advances in strategic risk management in insurance
A further unit 'advanced risk financing and transfer' will be available from April 2017.
news review
In association with
Bluefin extends Lorega partnership luefin has extended its longterm loss recovery insurance services partnership with Lorega, the UK MGA and assistance specialist, across its middle market commercial business. The new three-year deal will see Lorega continue to provide loss recovery insurance cover under the brand Bluefin Assist, to support commercial clients ranging from SMEs to large corporates in the
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event of a complex or major loss. For claims in excess of £5,000, policyholders will have access to unlimited advice from one of Lorega’s chartered loss adjusters, to help in the preparation, negotiation and settlement of material damage or business interruption claims. Lorega and Bluefin have partnered on the provision of loss recovery insurance for over a decade.
Allianz acquiring Zurich Moroccan subsidiary A llianz Group has announced a binding agreement for Allianz to acquire Zurich Assurances Maroc, a subsidiary of Zurich Insurance Company in Morocco, for 244 million euros. Zurich Assurances Maroc is one of the largest insurance companies in Morocco, currently ranking at number seven in the property and casualty market and serving more than 600,000 customers. In 2015, Zurich Assurances Maroc generated 114 million euros in gross premiums
news review
written. The company also has a licence for life and health insurance products, which Allianz plans to utilize. Allianz Group says it views Africa as one of the important future growth markets. Today Allianz is present in 15 countries in Africa. The acquisition in Morocco, Africa’s second-largest insurance market after South Africa, “ ...marks an important step for Allianz to be well positioned to capture future growth in the African region”.
Mike Owen, commercial director, Client & Business Services Division, at Bluefin, says, “Lorega and Bluefin share a commitment to ensuring businesses have access to fast and reliable support to get them back up and running after a major loss. The Bluefin Assist service benefits not only from Lorega’s expertise and strong service delivery but also their understanding of the needs of our clients.”
BMS Capital Advisory completes M&A transaction MS Capital Advisory, the broker-dealer arm of insurance and reinsurance broking group BMS, has announces the completion of its inaugural M&A transaction. BMS Capital Advisory acted as the exclusive adviser to Mount Beacon throughout the company’s acquisition by Florida Specialty. In its role as adviser, BMS Capital Advisory acted on behalf of Mount Beacon and its shareholders to secure the successful closure of the deal prior to the US hurricane season. Romulo Braga, CEO of BMS Capital Advisory, says, “I am very pleased to announce the completion of BMS Capital Advisory’s first M&A transaction, which, along the private placements completed by the firm to date, represents a key marker in our continued operational development. The BMS group is committed to impartially delivering the most effectively priced capital and integrated advice to our clients, and led by our Florida risk and capital expert, Steve Korducki, this transaction demonstrated our collective ability to provide clients with solutions that best serve their precise business demand.”
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JULY/AUGUST 2016 insurancepeople 25
On the move
Andy O’Cain
CIGNA Cigna Insurance Services appoints Andy O’Cain as head of business development. With 15 years’ experience he joined Cigna in 2012 as business development manager and was promoted to head of travel development in 2015. Prior to that he worked at Mondial Assistance and Allianz, after beginning his career at RBS.
CGSC Wendy Kilminster joins Cooper Gay Swett & Crawford as head of strategy and change. Previously at Lloyd's, her insurance career began in 1995 with Endsleigh Insurance Services.
LV=
Price Forbes
Having first joined LV= as financial controller in 2000, Kieran O’Keeffe is to rejoin LV= as finance director, general insurance in Q4 2016 from The Co-operative Group where he is currently chief financial officer, general insurance. He also worked at Lloyds Banking Group and Direct Line Insurance. Darren Simmons has been promoted to head of LV= Broker motor pricing. Previously pricing manager for LV= Broker private car, he joined in 2011 from Direct Line and also previously worked at ACE Group, joining as an underwriting assistant.
Price Forbes appoints Audrey Corfield as managing director, European retail joining from Marsh where she led the London Real Estate practice, and was also regional director of Marsh Scotland, Northern Ireland and Isle of Man.
JLT JLT Re appoints Francesca MarcAntonio as global head of client relationship management based New York. Joining from Swiss Re, where she was SVP head of US P&C broker marketing and head of the Global Broker Group. She previously worked at a number of global brokers, most recently Guy Carpenter.
Marsh Nick Durant assumes leadership of Marsh’s global captive solutions practice based in New York. Prior to joining Marsh in 2012, he spent 14 years with Guy Carpenter in various reinsurance leadership positions. He succeeds Chris Lay, who has been named president and CEO of Marsh Canada.
Alastair Warren-Upham
Allianz Allianz Commercial & Personal promotes Alastair Warren-Upham to strategic account manager. He joined Allianz in 2009 on the corporate management programme and progressed to property, casualty and motor underwriter in London, followed by distribution manager for Allianz London Market Property Owners (LMPO). More recently he was key account manager for the London region. Allianz Global Assistance UK appoints Mike Dunphy as an account manager. He previously worked at Capita Global Assistance, Healix International, FirstAssist Services and International Assistance Services.
Risk Solved Nigel Montgomery
Tysers Lloyd’s broker Tyser & Co Ltd appoints Nigel Montgomery as a non-executive director - a lawyer who was a partner at international US law firm Sidley Austin LLP until his retirement in 2015. 26 insurancepeople JULY/AUGUST 2016
Former head of partner and data distribution at software provider SSP Jason Moseley joins Risk Solved as chief operating officer. He brings over 25 years’ experience having begun his career in broking before moving into insurance technology, with Sirius Financial Systems and subsequently, for the past decade, with SSP.
Mike Dunphy
appointments
In association with
Who’s going where?
ArgoGlobal
Barbican
Markel
ArgoGlobal appoints Rebecca Mitchell as contingency underwriter who brings 11 years’ experience. She joins from Brit Global Specialty where she most recently was assistant underwriter for contingency. Her career began as an account handler for bloodstock at Lycetts Hamilton in 2005 before moving to become an underwriting assistant for bloodstock & contingency at Brit Global Specialty in 2008. Luke Birtwistle joins as casualty treaty underwriter from Canopius Group, where he served as assistant underwriter, international casualty treaty reinsurance since 2013 and began his financial services career as an equity research analyst at Keefe, Bruyette & Woods.
George Doughty joins Barbican Insurance Group as a class underwriter for political and trade credit risks. His previous similar roles include Argo Syndicate 1200, Hardy Syndicate 382, Faraday Syndicate 435 and Secretan Syndicate 367. Before that as a Lloyd’s broker he was a director at specialist broker Berry Palmer & Lyle, and a manager at Investment Insurance International. Hans Sherman joins as underwriting manager, directors’ & officers’ from CV Starr where he was senior underwriting manager and head of management liability. Prior to that he was an associate vice president at AIG (London) whom he joined as a senior underwriter in 2006, becoming referral and business development manager in the following year in the commercial institutions team. During his 16-year insurance career he also worked at American International Underwriters both in Frankfurt and New York. Brendan McCarthy joins the marine insurance team as a cargo underwriter from London Markets at Zurich Insurance where he was senior marine insurance underwriter. He joined them in 2008, and before that was a regional marine cargo underwriter at CNA Insurance. He began his insurance career in 1989 at Aviva joining the marine cargo team in 1991.
Markel Corporation appoints Howard Lee as senior underwriter in its trade credit and political risk business in the US. He joins from Chubb’s political and trade credit division, where he was a senior underwriter since 2010. He previously spent eight years as a divisional risk manager at FCIA.
Mike Flippance
CEGA CEGA Group appoints Mike Flippance as head of retail and international private health insurance services. He joins from MAPFRE Asistencia in Madrid where he was head of medical assistance and claims, and was previously international projects manager at AXA Travel Insurance and head of travel claims and assistance for AIG.
MORE TH>N MORE TH>N appoints Rob Flynn as managing director having worked at RSA since 2009, taking over from Phil Wilson-Brown following his decision to return to his native Australia with IAG.
appointments
Chris Millward
ARAG ARAG appoints Chris Millward as head of claims. He joined in 2007 with over six years’ legal expenses insurance experience. He replaces Paul Upton who headed the claims function since 2006. While leaving as an employee, he will continue to work with ARAG on key strategic projects.
Towergate Towergate Underwriting appoints Martin Joyce to lead a newly formed regional specialty business based in Manchester. Following time as a regional broker in the late 1990s he spent three years at AIG, underwriting liability, then four years at Allianz before joining DUAL Corporate Risks in 2007.
Heloise Rossouw
Willis Towers Watson Heloise Rossouw joins Willis Towers Watson as senior consultant to lead the life insurance management consultancy. She joins from Old Mutual. JULY/AUGUST 2016 insurancepeople 27
In association with
On the move Who’s going where? Aspen
Siddharth (Sid) Gulati
Covéa Insurance Covéa Insurance appoints Siddharth (Sid) Gulati as small business underwriting manager from AIG where he was business manager for products including SME packages. He also brings experience from RSA, where he held a number of portfolio management, pricing and actuarial roles. David Aslin takes over in the Midlands regional manager role and joins from Arista where he was regional director for the South West and Wales. David Brown, previously head of broker market in Scotland for Zurich, takes up the role of regional manager for the Northern branch offices based in Glasgow, Newcastle and Manchester.
Aspen Insurance appoints Mike Toppi as global head of surety risk. He was previously chief surety lines underwriter and started his career at Aetna Casualty & Surety Co. He also spent five years at The Hartford Insurance Group and held a senior role at Travelers. Paul Sanders becomes global head of credit & political risk having joined Aspen in 2014 as head of credit & political risk. He was previously a regional manager UK at Zurich and also held a senior political risk broker role at Marsh/Sedgwick.
Alan Atkins
Bexhill Former head of retail broking at Premium Credit, Alan Atkins joins Bexhill UK and its sister company Orchard Funding as managing director, having worked there in various roles since 2006.
Sompo Canopius
David Aslin
Sompo Canopius Chief operating officer Stephen Manning has decided to leave Sompo Canopius AG at the end of 2016. He joined in 2005 as chief risk officer. 28 insurancepeople JULY/AUGUST 2016
Sompo Canopius AG appoints Bernie de Haldevang as global head of specialty. With over three decades of credit & political risk, war, terrorism & political violence and kidnap for ransom experience, he most recently spent over eight years at Aspen where he was head of financial & professional lines, a member of the insurance executive committee, and sat on the Lloyd’s political risk business panel.
Mike Millard
Bluefin Mike Millard joins Bluefin’s private client division as sales manager, private clients. During over 25 years in the UK and abroad he has been a divisional director at Towergate, and began in high street broking before moving into affinity schemes development with both Aon & JLT. In 2005 he diversified and started a second career as a freelance writer after studying journalism at the London School of Journalism. He was previously a director at We Do The Words specialising in communications and marketing for brokers. He has most recently been involved in a distribution, sales and marketing consultancy for brokers and insurers specialising in niche product and branded affinity markets. Bluefin Underwriting hires Ian Coughlan as head of finance, having recently worked with Bluefin as a specialist consultant. He was previously finance director at Jardine Lloyd Thompson UK and Thistle Insurance Services.
RSA RSA appoints Nathan Williams as group underwriting director. With over 28 years’ experience he has been with RSA over 10 years, most recently as chief underwriting officer at RSA Scandinavia. Prior to joining RSA he spent 16 years at Norwich Union in a variety of pricing and underwriting roles.
appointments
by Andrew Newman
in association with:
“The insurance magazine with personality!” lthough friends, family, and acquaintances may believe otherwise (when I get into full flow), I nevertheless suffer from the hereditary impairment of a degree of modesty. I naturally blame my parents for an inherent reticence to blow my own trumpet beyond a certain point. Various lifetime achievements of successful ambition were not verboten at home, but talking about it certainly was. “Stop showing off!” was the credo.
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Naturally, as any teenager would, I ignored this advice right from the start, and am glad for having done so. However, some of it obviously stuck, because I still get a twinge of doubt every time the IP gurus egg me on to go for it, as on page 4 in this month’s IP, which could be described as blatant showing off. The momentary hesitation over the accolade on page 4 was quickly overruled, but there are limits beyond which I
cannot go. Take the tag line of our magazine as shown in the heading (because I’m not going to repeat it again if I can help it!). The only reason I feel this tagline can be emblazoned across the mag is because someone else said it. Yes, it was coined by the good people in the team at ICAB. And just to prove that ‘family’ heredity is still active in the “don’t show off!” stakes, my sister-in-law nearly wet herself laughing when she happened to see the tagline on a visit to the office. And now there’s another twinge! I had begun the item about ICAB on page 6 relating to the importance of customer service in the insurance supply chain, and to celebrate their 18th anniversary, but now find myself in a potential nepotism situation. To hell with it Newman… pull yourself together and go for it!
A wet day at Stockport T he magical run of good weather that has favoured the annual charity Golf Day at Stockport organised by Terry Wellard came to an abrupt end this time round (see page 5 in this copy of IP).
All golfers who have suffered the indignity of having their round terminated by extreme precipitation, especially those getting as far as holes 8, 9, and 10 - the ones usually furthest away from the shelter of the clubhouse – know about the lengthy, soaked-to-the-skin trudge back to comfort and warmth.
aquaplaning belly-flop. Photographic evidence of this plunge quickly followed, thanks to Stephen Duffy of Ashgrove Insurance Services who was handling organisation on the day. In fact, Steve has fulfilled this role at this event for the past ten years so deserves an accolade of his own, along with Alex Cox doing the Jurgen Klinsmann dive.
But all in good humour (in most cases). That goes not only for returning heroes, but also for earlier returnees, now showered, spruced up, with beer or gin-and-tonic in hand, and savouring this muddy exodus from the proximity of the 19th hole with a mixture of encouragement and/or derision for those less fortunate than themselves in the draw. I heard that one such returning damp hero at Stockport Alex Cox of Coversure – was so relieved to reach the 18th green right in front of the clubhouse that he decided to emulate the best divers in football with a full-bloodied,
on the road
JULY/AUGUST 2016 insurancepeople 29
A TRUSTED TECH HNOLOGY PA ARTNER THE OPEN E GI DIFFEREN NCE
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