"Having a point of sale system that is based on a series of lengthy questions makes it challenging for advisers to engage with their customers"
FR: As head of intermediary GI at Legal & General, what does your day-to-day role involve and what is your relationship with L&G’s intermediary partners?
I can honestly say that no one day is the same. Since being promoted to my current role, one of my main focuses has been to get to know my team and understand their challenges and the support they require to further develop. Meeting L&G’s intermediary partners and building these relationships is another key area for me.
I’m keen to listen and understand what support intermediaries need and focus on how L&G can work with them to both grow their business and assist their customers. Like with many people today, my day to day life is a balancing act between work and my family priorities, but I have to say that the ability to work flexibly and plan my own diary means I tend to get the balance just right.
FR: To what extent do you think general insurance will be changed by the rise of technology?
The first thing that is changing is the way in which we buy insurance. Even with the likes of price comparison sites and mobile apps, many people still have a poor customer experience and find the process time-consuming and too onerous with endless questions to answer. L&G has already moved into a world where an extensive list of questions is unnecessary, as we use big data to assess risk and take the onus away from the customer.
Companies such as Amazon have revolutionised customer interaction, particularly in terms of the response rates and flexibility that customers now expect. Insurers must adapt to these changing expectations and not only develop products that address the customer’s needs, but also deliver these efficiently.
FR: What do you think are the biggest hurdles facing advisers in the current general insurance market?
The increasing demand to deliver a quicker and more seamless customer journey. Having a point of sale system that is based on a series of lengthy questions makes it challenging for advisers to engage with their customers, especially after they have already spent a significant amount of time on the mortgage application.
FR: What role can mortgage advisers play in raising awareness of general insurance among their clients?
No one is better equipped to raise awareness of GI products than a mortgage adviser. Given the economic uncertainty we’re currently facing, securing the right financial protection is more critical than ever. Advisers are in a unique position to address these needs, as they have already gained the trust of the customer in servicing their mortgage needs and also have a wealth of information about them. This presents an invaluable opportunity for mortgage advisers to build upon this trust and deliver the right insurance product for their customers by using a highly tailored and personal approach.
FR: If you could see one headline about the future of the general insurance market, what would it be?
'Customers prefer digital touchpoints and value services that are convenient, agile and personal'.
