Monday

On the train to London and the diary assumes control writes Keith Curling, managing director of loss adjuster Carmichaels. It will be a frenetic week with client meetings combined with managing my own portfolio of adjusting work. We are also bang in the middle of an office move.

First off I meet a London market underwriting agency over a coffee next to the Lloyd's building. A good start to the day as we agree to present to the main board next month.

In the afternoon I'm back to Kent for a review meeting with an insurer using our online claims management system Connect-U Web. The claims manager tells me that he is happy with the system and that there's no need to spend time visiting our offices when the audit can be completed online.

At 6.30pm I set off home driving down the M20 which is as usual moving at a snail's pace.

Tuesday

Weekly quality control meeting at our National Service Centre in Maidstone, where we pay particular attention to any contentious claims. With the aid of our bespoke claims management system, Connect-U, we are able to monitor each claim to help service our insurer partners.

I sit down after lunch to assess a technically challenging subsidence claim which needs to be reported on by the following morning.

At 5.00pm I'm shifting some boxes of client files downstairs where we have rented out more room to accommodate our technical customer services team in response to an increasing book of business.

By 7.30pm I am at Gillingham football club's annual reception for supporting local businesses. It's a good opportunity to meet the new manager, Andy Hessenthaler and his team to share views on the forthcoming season, following our recent relegation.

Wednesday

In London at 8.00am to provide a workshop on subsidence to a large underwriting agency. A claims team of ten cram into a small room overlooking Leadenhall Street to listen intently to my words of wisdom on the subject.

I am back in Maidstone for the afternoon management meeting which overruns. A dash to Tunbridge Wells to meet my son and daughter for dinner. Both are graduates who have recently joined the business. Who said loss adjusting lacked qualified young people - although my son did graduate with a degree in media.

Thursday

I am on the road to meet a Surrey based broker who is having big problems with his insurer who insists on using a below par adjuster. He explains that he has many HNW clients who need access to quality adjusters who can deliver. He is impressed by our presentation including demonstration of our online facility and our track record in the property space. He agrees to speak with the insurer in the hope we are nominated.

I arrive in London just in time for our company drinks reception for underwriters and brokers in the Trident Club. Nearby customers must be perplexed by 30 plus middle age men banging on about claims reserves, loss ratios and so forth.

Friday

More internal meetings in Maidstone followed by an interview with a loss adjuster who has rejoined us after five years. I am also once again helping to move some computer equipment downstairs.

In between, I am preparing for my next week in the life of a travelling adjuster, visiting Reading, London, Leeds, and Manchester. Despite my love of cars, I wish there was a bit less driving. But, as the old maxim goes, be careful what you wish for...

I console myself with the thought that there's no other way... this is a face-to-face business and I meet a lot of inspiring people.

Comment

If you would like to comment on this post please post below or email pbeditorial@incisivemedia.com

I am sure for many of us memories of those terrible weeks in July 2005 when London was hit by a series of terrorist attacks came flooding back when the media covered the fifth anniversary of the 7/7 bombing writes Alasdair Stewart, head of business development at the Chartered Insurance Institute. 

Some images live long in the memory, as they do no doubt for those directly affected.

Such dramatic events raise the public's consciousness to the risks they face on a daily basis and how they can minimise their exposure to that risk. However this only happens on a temporary basis for several weeks, and normality soon returns as the perceived risks reduce and we go back to undertaking our daily routines

It is interesting to compare that with an industry view where risk management is at the heart of what we do. Much of the work goes on without the public realising and through the insurance industry managing risk we all live safer lives.

Risk is so diverse and can touch every part of life from the acts of terrorism, I mentioned earlier, health and safety issues in the factory environment to the biggest sporting events such as the recent World Cup - which I believe was covered for a staggering £6.2 billion. Insurance lets people get on with their lives and, when the worst happens, helps them bounce back.

This is one of the reasons why I find the insurance industry such an interesting and fascinating one to be involved in. There are so many career paths within the sector -  highlighted at www.discoverrisk.co.uk - that there are opportunities to suit most ambitions and they can be highly rewarding. 

I see the diversity as a huge attraction for the talented individuals we need to bring into the industry. We need to highlight how the move towards greater professionalism will be an added benefit in creating a clear career path - and even provide the opportunity to achieve Chartered status.

So spread the work that insurance is a great industry to work in.

Comment

If you would like to comment on this post please post below or email pbeditorial@incisivemedia.com

Deputy PM Nick Clegg's call to arms against pointless regulation and unnecessary bureaucracy was issued on 1 July with the launch of the "Your Freedom" website, writes Emmanuel Kenning, senior reporter at Professional Broking.

The website allows people to put forward ideas and currently groups them into the areas of: restoring civil liberties; repealing unnecessary laws; cutting business and third sector regulations.

It has clearly been a popular initiative. The volume of traffic means you can move around the portal about as fast as an England footballer wading through treacle.

Undeterred I did however manage to type "insurance" into the search box which revealed there are currently 230 ideas up for discussion. Admittedly not as popular as topics like the hunting or smoking bans but a start none the less.

I'm not convinced all of them were entirely serious or workable. In among suggestions such as "Let kids be free to nick apples from trees in peoples gardens" and requests for a "requirement to show proof of insurance before you buy petrol" were several calls for cyclists to be insured and carry registration plates.

Henry VIII

While there are dangers in believing everything you read on the internet, others were quite interesting in a factoid kind of way. For instance, did you know a law still exists dating back to Henry VIII whereby a church can demand homeowners living nearby pay for its repairs if said home is on land once belonging to the church?

In among the list were topics that brokers could help see some traction. Several people wanted tax on insurance to be abolished, one suggested replacing road tax with increased IPT on motor insurance and another contributor demanded that RDR be scrapped.

Although there is no fixed date for the collecting of 'good ideas' to stop, the Ministry of Justice has announced that a Freedom Bill is expected in the autumn that will take into account the views expressed on the Your Freedom website.

The cynical among you may believe that the suggestions will achieve nothing. However the question still arises, when it comes to insurance broking, what would your demands be?

UK Broker Awards 2010

The shortlist for the UK Broker Awards 2010, hosted by sister magazine Insurance Age and supported by PB, was announced this week. On Friday 10 September, Autonet Insurance, Blyth Valley, Caunce O'Hara, Morrison Insurance Solutions and Thomas, Carroll will be on tenterhooks as they await the judges' decision in the prestigious Intermediary of the Year category.

For a full list of awards and nominees visit www.ukbrokerawards.com/ where you can also find details on how to book a table at the UK's only broker-focused industry awards.

Comments

If you would like to comment on this blog please post below or e-mail pbeditorial@incisivemedia.com 

Monday

The start of the week, and I'm feeling grumpy because of England's abject failure at the World Cup, writes Phil Bunker, managing director of LV=Broker. The one thing that struck me was Capello's poor English. How can you lead a team if you cannot communicate properly with them?

My email mire is still out of control following my holiday the week before last. I clear 20, but 30 new ones come in. I'm a hopeless e-mailer. I find talking to people so much more productive. A huge pile of Tobas sits unsigned on the side of my desk. I'll need to sign these before I leave, or get them locked away, unless I want to get caught by LV='s clear desk police (again...).

I'm up to London this afternoon to meet with a broker to look at an interesting business proposition, and then on to a dinner with our reinsurers.

Tuesday

I'm visiting our Birmingham SME branch with John O'Roarke today. We travel up on an empty train, which isn't surprising given the extortionate ticket prices.

This branch has the most amazing can-do culture, and has carved a fantastic position for us in the Midlands. In a market as difficult as SME it is a breath of fresh air to find such an upbeat and successful team. We listen to the staff, look at the systems, and then off to lunch with a broker and some of the team. We learn a lot about the various strategies adopted by our competitors. This gives us much to consider as we start to formulate our plans for 2011.

Time to plunge myself into my e-mail mire on the train on the way home. I'm still not winning.

Wednesday

Back into the office, and the pile of Tobas has grown to over a foot. I'll sign these today, together with approving invoices, staff expenses and HR change forms. This is the only part of my job I dislike. The good news is that I'm beginning to win the email battle.

Thursday

Today we are kicking off the selection process for a batch of trainee underwriters and my job is to give the background on LV= to the candidates. Our recruitment drive was targeted at A-level candidates, but due to the poor graduate jobs market, we have a higher qualified batch than we expected. This is a four year programme including CII training and senior mentoring, so it's important that we select the right people that will see it through.

Friday

Friday is management meeting day. This week it is "The Broker Exec" where we get detailed reports on all of the areas of our business. It's always a long meeting, but it means that everyone is up to speed with what each area is doing, and the full set of notes that we get is a great "bible" of information from one month to the next.

I must admit though, that what I'm really looking forward to is the weekend. I'm going with the family to the Hop Farm Festival to see Bob Dylan, Mumford & Son and The Magic Numbers. Being a hop farm, I also expect there will also be a few pints of real ale to consume!

Well the World Cup is now about halfway through and it is a good time to reflect on how well it is going so far writes David Grant, deputy underwriter and head of distribution and operations at Equity Red Star.

Not surprisingly, I think anyone's view of the competition will depend upon who they support and whether their country is still left in with a chance of winning. 

I think, if you were a neutral, you would say it has been a very exciting World Cup with some surprise results, and now we are starting to see a few more goals going in. Also there has been some controversy with referee decisions that are getting everyone talking; surely it can only be a matter of time before goal line technology is introduced.

I am sure more excitement is still to come. 

I will continue to stick with my predictions for the semi-finals of Uruguay, Spain, Brazil and Argentina.  However, I now think it will be close between Germany and Argentina and Holland don't look too bad either.

But how is it going for us England fans?  Not so well!

A couple of days after England's surrender, however, maybe it is time for some sober reflection as the mists recede of an alcoholic induced anaesthetic.

Let's face it, our expectations were probably greater than they deserved to be. 

We can blame the manager, the players, the system - we all like someone to blame - but failure to qualify for the European Championship in 2008 and hardly an exemplary record of success at major tournaments should have told us that despite all the hype, England aren't really that good. Not when it comes to playing the best teams at the big events. Germany on Sunday was clearly superior in all manner of ways.

English, actually I would say British football, needs to take a clear look at itself and see what it needs to do to put long-term interests above short-term.  As much as we criticise Capello and the players, is there really a better English manager that can match his record or better younger players coming through?

Unless we can grasp the real underlying issues that result in our continuing failure, despite having a successful Premier League, we will continue to struggle at future tournaments.

World Cup competition

This month www.broking.co.uk is running a special World Cup competition Equity with some fantastic prizes including the chance to win an ipad. Please enter at www.broking.co.uk/competition

Comments

If you would like to comment on this blog please post below or e-mail pbeditorial@incisivemedia.com  

As a proud Scot, when your team doesn't qualify for the World Cup finals the competition on the pitch, to be honest, holds little interest writes Alasdair Stewart, head of business development, general insurance at the Chartered Insurance Institute. But as an onlooker it has been fascinating to watch the disarray off-the-pitch seen in the French and, dare I say it, English camps. There are lessons, I believe, that we can all learn.

For professional footballers, participating in the World Cup is - or at least should be -  the pinnacle of your career. It should be the fulfilment of everything that has made you dedicate your professional life to the sport. You could even make yourself a true legend by scoring the goal that means you are a World Cup winner - something every player dreams of and few achieve. 

We have seen, with the French and English, performances that are some way below the levels expected from the talent available. (Editor - this has been written before England's match against Slovenia when we hope this will change).  

As professionals the players should be looking at themselves and asking what they could have done to improve the overall performance of the team. They should be making sure that they are fit for the next game and understand the role the management wants them to fulfil. Instead, we seem to have the teams - or at least key individuals - who are in the full glare of the media spotlight, looking for others to blame to explain their own failings, instead of expressing their views privately.

Reflecting on this, there are obvious parallels with the roles we are assigned within our companies who expect us, as professionals, to deliver results in the best way we can.

Just like a successful football team, companies who support staff with training and the opportunities to develop will see the benefits as individuals' self-belief grows with a greater understanding of the industry they work in and what is expected of them.

At the end of the day, everybody wants to be able to say that as a professional they did everything they could to be a success and contribute to the glory of winning. And, as Wayne Rooney has discovered the hard way, being a professional also means understanding that the customer is always right.

World Cup competition

Broking.co.uk is running a special World Cup competition in asssociation with Equity. For your chance to enter and win please click here: www.broking.co.uk/competition

Comment

If you would like to comment on this blog please write below or email pbeditorial@incisivemedia.com

If you have a moment between listening to the buzzing of the vuvuzelas at the football World Cup and sorting out insurance for clients then I would ask you to make a list writes Emmanuel Kenning, reporter, Professional Broking.

On it I'd ask you to put three things not to do in a crisis.

How does the following sound?

1) don't make out you know it is a small matter when you don't have all the facts

2) don't attempt to trivialise the situation in anyway

3) make it about the feelings of others rather than making it all about yourself

Instead I give you three quotes from BP:

1) "I think the environmental impact of this disaster is likely to have been very, very modest." --Tony Hayward, chief executive, BP, 18 May 2010

2) "The Gulf of Mexico is a very big ocean. The amount of volume of oil and dispersant we are putting into it is tiny in relation to the total water volume." --Tony Hayward, chief executive, BP, 14 May 2010.

3) "I would like my life back." - Tony Hayward, chief executive, BP, 30 May 2010.

On 20 April the explosion on an oil rig called Deepwater Horizon in the Gulf of Mexico killed 11 workers and two days later the oil rig sank.

After the human tragedy came the environmental catastrophe. Initial estimates put the amount of oil leaking into the ocean at "only" 1,000 barrels a day. Yesterday the US government raised that figure to up to 60,000 (of which around 10,000 barrels are now being collected by a BP tanker).

Although BP has set about launching what it calls the world's largest ever environmental and spill response and pledged to restore the coastline to its original state, actioning this is proving far harder. It also contends it has the financial strength to deal with the crisis.  

Along with the human and environmental catastrophes much media attention has focused on the performance of BP's share price since the disaster.

On 20 April it was £6.50 per share. It is now trading at just over half that figure. According to reports, it also accounts for £1 in every £7 of dividends that pension firms in the UK receive. With the company representing a significant chunk of the FTSE 100 it is a serious issue for investors.

There has also been a lot of coverage of the political implications of the disaster. Leaving aside the rights and wrongs of the debate, the fact is that last night in his address from the Oval Office US President Barak Obama pledged "to make BP pay". Understandably he is not happy and the so called "special relationship" is under strain.

As one senior insurance broker told PB, the BP oil spill should make shareholders more aware of how insurance is placed particularly when it comes to self-insurance. It is insured with a captive Jupiter (for what we can ascertain is up to $700m, although a call to the BP press office would not say either way). There is no guarantee that if BP had decided to place their insurance in the open market that there would have been greater scrutiny of risks and the disaster would have been averted. However, more insurance cover from Lloyd's and placed through a broker, however costly, would surely now be greatly appreciated from all parties, except of course the insurers.

So, among the many actions BP needs to take, three things are certainly needed:

Someone with knowledge to help prevent the situation occurring again. Someone with the political contacts to manage the crisis they face; and someone who knows how to position the company in front of the media.

Like him or loathe him, perhaps it is time BP gave Peter Mandelson a call?

(PB Week is an editorial comment piece and a weekly blog by Professional Broking, the management magazine for insurance brokers, published by Incisive Media)

UPDATE 17 June - Yesterday, following a meeting with President Obama, BP announced it would not be paying a dividend and is setting up a $20bn spill fund.

World Cup Competition - Week two

Our special World Cup competition, sponsored by Equity Red Star, has entered week two and we have another box of South African wine on offer and an ipad if you enter all five weeks answering all the questions correctly. Please see www.broking.co.uk/competition to enter, for last week's winner and for full terms and conditions.

Comment

If you would like to comment on this blog please post a comment below or e-mail pbeditorial@incisivemedia.com

After all the build up, this is the week when it all begins and you won't be able to avoid Rooney and his pals for around the next month writes Andrew Tjaardstra, editor, Professional Broking. The tournament should help in keeping our minds off the cuts that the new coalition government is planning, although clearly the Emergency Budget on the 22 June is going to be extremely important for making future business plans. (We will be covering it on www.broking.co.uk and in July/August's edition of PB.)

Many are predicting that Spain are going to win this year's World Cup but there are plenty of contenders for the title including Brazil, Argentina, Holland and England, and few predicted Italy would walk away as World champions last time.

You can see an article I wrote on managing staff expectations around watching the World Cup here and we would be interested to hear what your plans are for the event. You can post them in the comments section below. Also here is a news item from our website on how much insurance is being placed as a result of the competition.  

Meanhwhile, here are some 'professional' pundits' views of who is going to win:

Communications supremo at Allianz Mark Bishop is backing Spain. Heath Lambert's master of spin Elliot Lane has bet on Holland, while Fortis' public relations maestro Paul Lynes is also going for the orange army. Helena Christopher, head of marketing and communications at QBE believes Brazil will be lifting what was originally the Jules Rimet trophy. Emma Banks, head of PR at LV corporate communication, who has just got married thinks Spain will go all the way. Marketing guru Marc DonFrancesco at Towergate is not backing part of his ancestry as he says "Italy are cr*p this time" but thinks Argentina will win with Denmark as a long shot for a good run. Paul Jacobs, head of marketing at DAS, thinks it is Brazil's time again. I'm going for Argentina.

Look out for the ball, it is brand new and already players are complaining is that it is too unpredictable, at least they have submitted their excuses in early!  

If you are Welsh, Irish or Scottish tell us who you are supporting at this year's World Cup and why. And if you have just thrown out the television in disgust at the prospect of wall to wall football tell us what you are planning instead.

World Cup Competition

We are having a special World Cup Competition this month with Equity Red Star. Up for grabs this week is a box of South African wine, and if you keep on playing for the next six weeks you can win an ipad. Please enter here, and find out the full terms and conditions. Also, you can play our World Cup free kick game from the same page - but remember the game it is just for fun!

Incisive Leadership Training

PB is pleased to announce new dates for our Leadership Training for Broker Managers course. This excellent course takes place with Marlborough Training in central London and helps students develop leadership qualities, problem solving skills, provide CPD points and in sharing knowledge with brokers. To find out more click here or e-mail brokerleaders@mtc.tc

Comment

If you would like to comment on this blog please post below or e-mail andrew.tjaardstra@incisivemedia.com

As the recently-appointed head of broker personal lines, one of the most common questions I am asked is why we are investing in the broker market when some are speculating that personal lines via brokers is dead, writes Sam Hudson, head of broker personal lines at Aviva.

"Dead?" I ask. "Really?", because in my experience, despite all the changes in the personal lines market over the last decade, significant numbers still choose to buy their home and motor policies via their brokers. And as we exit the recession, I believe that these numbers will rise.

It was certainly a key theme on our stand at the Biba conference last week. I talked to a lot of personal lines brokers who were full of ideas and suggestions on where the market is going - and it certainly isn't into a coffin.

Meerkats

Yes, the direct marketplace has flourished in recent years, and strangely, Meerkats seem to have taken over the world. However, brokers will always be uniquely placed to give impartial advice to clients. The more complicated the market becomes, the more important that is.

In many cases the advice of a broker is actually critical. Sometimes it's because the customer's case is more complicated like having a classic car that doesn't fit a standard insurance cover. In other cases, such as high or mid-net worth customers, they may be time-poor and therefore prefer a broker to provide impartial advice and arrange cover on their behalf.

Success

Brokers who have continued to be successful have done so in a number of ways. Such as specialising in niche areas, expanding through service models which allow them to take on personal lines clients on behalf of other brokers and perhaps most significantly, they have invested in technology and marketing. Like all good entrepreneurs, they have adapted their models to meet their customer needs.

Developing a web presence and participating with comparison sites to target as many customers as possible has been one way of reaching customers. Engaging with customers after the initial quote through investment in call centre operations has meant that they can not only compete with direct business from insurers online, but also offer unbiased advice to customers while reviewing the available options.

The recession has also been a defining factor. Where customers might have previously been cutting back on cover to reduce costs, now that we appear to be exiting the tougher times, the extent of cover and quality of product will also be as important as the cost.

Alive and kicking

So, in a nutshell, that's why we've invested significant effort and resources in updating our systems and pricing which we're rolling out this year.

2010 is - and will continue to be - another tough year in the market. But, personal lines via brokers is certainly not dead. In my opinion, the words 'alive' and 'kicking' are much more applicable.

Comment

Do you agree that personal lines is alive and kicking for brokers? If you would like to comment on this blog please post below or e-mail pbeditorial@incisivemedia.com

Clive Galbraith, chairman of Hastings-based broker Green Campbell Fisk, recounts the insurance highs and golfing lows of a recent week.

Monday: Everton just managed to beat the bottom club yesterday to finish a disappointing season and Hastings Utd missed the play-offs. Never mind there's always the World Cup. I spent much of the day in the Eastbourne office, talking to staff about the amalgamation of that office into the one at Bexhill. I've always thought that the 'change-management' gurus talk a load of **** - and still do - but there's no doubt it is a bit of an art form, especially when dealing with people.

There's nowt so queer as folk, as my old granny used to say.

Looks like the Tories and Liberals are going to be in bed together for a while. Personally I think it may have been a good election to lose.

Tuesday: I see there is still loads of old tosh being spoken about the ash cloud and travel claims. Oh for the good old days of caveat emptor eh? TCF means I should now double check with seismologists, volcanologists and probably the British Antarctic Survey before letting anybody even contemplate travelling abroad, let alone buy one of our policies. And maybe book them an appointment with a change management guru. How did mankind ever explore the world? Nine holes of golf tonight-ready for the corporate summer invites.

Wednesday: Left golf clubs in bin on the 9^th - I hope the insurers take up a new participation sport. Baiting change management gurus perhaps? Spent time listening to another insurer telling me that the important things to them are speed of quotes and policy issue, together with being competitive and good claims service. That to me is a bit like the politicians saying they want clean hospitals, good schools and law & order. Am I the only one who thinks that these things are the 'givens' - it's what you add that makes the difference. Sounds like the Tories and Liberals are going to take it in turns to upset their party faithful. Which election promise shall we break today? Should it be the one of NI contributions or do you guys fancy selling out on Trident first?

Thursday: I went to a business 2 business exhibition today and still can't understand why 75% of exhibitors pointlessly stand there with a pile of leaflets. We do two or three a year and I always get inspiration from the Biba exhibition so I'm looking forward to next week. In previous years I have received inspiration from Fortis and DAS among others. I love the couple of days at Biba as it stands out from the rest of the exhibitions by a country mile. I will of course have the usual competition with colleagues for the best-and worst- corporate freebies!

Friday: The re-launched Green Insurance Group website is about ready to go having spent a lot of time on it. We've also been putting a lot of hours into our office merger which is just two weeks away. It will seem odd leaving my one after 25 years. All in all I cannot believe the amount of organisation required to put four offices into one. I think I might write a book on how to do it....

Comment

If you would like to comment on this blog please post below or e-mail pbeditorial@incisivemedia.com