Podcasts

Up next in our Claims Interviews series is Ian Thompson. With 12 years at Zurich Insurance in EMEA and global executive claims roles and 19 years at RSA in senior strategic and operational positions, Ian brings a 30-year track record of success in transformation, turnaround, innovation, and overcoming complex business challenges. Today, Ian leverages this extensive expertise to advise organizations building their success in the global insurance ecosystem, supporting innovation, growth, transformation, and the delivery of sustainable business results. Barry Jones caught up with Ian for an engaging conversation about his path into the insurance industry and what led him to his current advisory role. Ian reflects on what qualities define a great claims handler and his observations on the future of claims. Ian also discusses the best piece of advice he’s received in his career and provides a glimpse into his aspirations for the future.

We had a great time speaking with Nigel Ward for our Claims Interviews series. Nigel is a technical insurance practitioner with broad experience of managing major insurance losses. He has represented Lloyd's syndicates and both London and international market companies on the Steering Committee of many of the major losses of the new Millennium, including the World Trade Centre, damage to the State of Louisiana following Hurricane Katrina, claims arising from Deepwater Horizon, CAR losses sustained during the construction of the Al Burj Dubai and other global projects. At Marsh, he acted for many of the world’s largest companies, ensuring major losses were project-managed to resolve high-level coverage and quantum issues, often via direct negotiation with insurers, reinsurers, captives and third parties. He joined Aviva in 2018 to provide the best possible service to Aviva clients who suffer major losses on risks worldwide. Barry chats with Nigel about his journey into the insurance industry, life at Aviva, and how his view of leadership has evolved. From learning through mistakes to leading with purpose, Nigel shares insights into his career highs and lows, the challenges of attracting new talent, and plans for the future at Aviva and beyond.

Steve Parry joined Hiscox in July 2023 as the Group Claims Director. He started his career as a claims adjuster with AIG in Manchester before moving to London, where he held several management roles prior to his departure to join Ace in 2006. He held various roles with Ace and Chubb over 14 years, including Claims Director for UK and EMEA, where he oversaw Chubb’s claims operations for UKI, including Lloyd’s Syndicates, claims operations, Europe, Middle East and Africa. In his current role, Steve has responsibility for claims across Hiscox. He works closely with the Hiscox businesses to ensure an aligned strategic approach to service Hiscox customers’ needs. In this episode, Barry chats with Steve about his path into the insurance industry, what he enjoys most about his role and leadership, and the changes he believes could enhance the claims process. He also reflects on the people who’ve shaped his career and his aspirations for the future.

We very much enjoyed interviewing Sarah Howell this week for our Claims Interviews series. Sarah Howell is an accomplished insurance professional with over 20 years of experience in claims management, specializing in first-party claims. Currently serving as the Head of First Party Claims at Liberty Specialty Markets, Sarah has developed a reputation for her strategic leadership and expertise in navigating complex claims processes. Sarah began her career in the insurance industry as a claims adjuster, where she honed her skills in evaluating and settling claims efficiently. Her keen analytical abilities and dedication to customer service led her to progressively more challenging roles within the industry. Over the years, she has worked for several leading insurance firms, gaining valuable insights into various facets of claims handling, risk assessment, and regulatory compliance. In this podcast, Barry asks Sarah what she enjoys most about being a leader, whether she thinks finding new talent is an issue, the best career advice she’s been given and her aspirations for the future.

We recently welcomed Elliott Goss from W/R/B Underwriting to record a podcast with us. Elliott talked to us about the advancement of technology in claims, what he thinks makes a good claims handler and leader, the highs and lows in his career, his aspirations for the future, what he enjoys outside of work and what his ideal career would have been had it not been in insurance. Elliott joined W/R/B Underwriting in July 2022 and is Senior Claims Executive with 20 years Lloyd's and London Market experience. Elliott has worked across different jurisdictional and regulatory environments and is deeply passionate about excelling in client and customer service. Elliott has a strong operational background with proven track record in strengthening claims teams whilst using optimal processes to ensure efficiency and a high-quality output. Elliott also has experience of working in different cultures and environments, small companies, and large corporates. Elliott obtained a Fellowship of the CII which is regarded as the premier designation for those working in the insurance profession.

Gavin is the Head of Claims at IQUW, managing a complex book of insurance and reinsurance for all Specialty and Property lines of business. Gavin has extensive experience in the claims market, before IQUW Gavin headed up various claims teams at Canopius and Hiscox and prior to that enjoyed a long career as a claims broker. At IQUW Gavin leads a diverse team and has a focus on nurturing and championing new talent in the fast-paced evolving claims environment. Gavin emphasises the importance of automation, data insights through analytics combined with human expertise as the claims market takes its next evolutionary step. In this podcast, Gavin talks about his role at IQUW, how he has built a claims team and his vision for the future. He talks about the differences between this role and his previous role, who has inspired him in his career and some of the things IQ are doing to address the challenges in finding new talent.

Juliet joined Canopius in January 2023. Prior to this role, she was Head of First Party Claims at Inigo and Head of Energy and Construction Claims at AXA XL. She previously held roles in the client/insured space, working for Shell and Indecs Consulting Services. Juliet has been involved in the successful settlements of many major market losses in the Energy, Liability, Construction and Property classes. The dynamic, hybrid working environment has created opportunities and challenges in developing teams for the future and ensuring talent and opportunities are afforded, within expectations, across the market. Juliet’s key focus is to build teams focussing on diversity and inclusivity and the evolving skillset required in the insurance market. In this podcast, Juliet reveals many insights on her approach to leadership and she gives some shout-outs to individuals who have helped her in her career to date. She also discusses her aspirations for the future and tells us what she might have done had she not started her career in insurance.

Paulina joined SCOR UK in June 2022 as Global Practice Lead for Construction Claims. Prior to joining SCOR, she spent almost 11 years at Liberty Specialty Markets as Senior Claims Specialist handling large and complex energy and construction claims. Before Liberty, Paulina spent almost 4 years working in the energy loss adjusting division of Charles Taylor. Paulina is originally from Poland and has been in the UK since 2007. She also lived in Qingdao in China for two years where she studied Mandarin Chinese. Paulina has an outstanding story in terms of her career journey. We think that she demonstrates that hard work and determination can enable you to achieve your goals in life.

This week we were delighted to have Leo Dixon, CEO of Integra, as a guest on our Claims Interview podcast channel. Leo joined Integra in 2015 as COO and was promoted to CEO in 2018. He has overall responsibility for delivering the company’s business plan and strategic objectives and is responsible for a number of Integra’s client relationships around the world. Prior to joining Integra, Leo was the Global Head of Energy Claims for Zurich Insurance Company and handled several of their largest and most complex claims during his tenure. He was the financial and technical authority for Energy claims in the company and engaged with colleagues around the world to ensure the settlement of the company’s more challenging claims. Leo talks to Barry about how he came to be in the insurance industry. He talks about the evolution of Integra over the last few years and its positioning within the loss-adjusting marketplace.  He discusses what makes a good loss adjuster, who has been the greatest influence on his career and his aspirations for the future.

After a break in our podcasting schedule, we are back with a bang this week having interviewed Paul Lewis, a Partner at Herbert Smith Freehills LLP.  Paul is currently Global Head of the Insurance & Professional Risks practice at Herbert Smith Freehills based in London.  Paul has worked on insurance disputes for over 30 years and most recently led the HSF team acting for the FCA in the COVID BI Test Case. Paul works with clients on all aspects of insurance and professional negligence disputes. He assists policyholders, insurers and brokers with claims under liability policies including professional indemnity, public liability, directors and officers, Bermuda form and crime. Paul explains to Barry how he came to work in insurance disputes, the highs and lows of his career, what he thinks makes a good lawyer and his aspirations for the future. Listeners will also hear some slightly different questions in this week's quickfire round.