Diary of an Insurer: A-One’s Sarah Smith

Monday

My day begins with an early morning walk around the local park. I find this routine to be an essential part of my day – it not only wakes me up but also allows me to clear my mind before diving into another busy week. 

The fresh air and open space with no “life” distractions help me prepare the priorities for the week ahead, ensuring that I start the day feeling refreshed and ready to tackle my responsibilities with real focus and clarity.

The work week officially begins with a “Power Morning”, which consists of a couple of internal meetings designed to set the tone and key actions for the rest of the week.  

These meetings are crucial, particularly in the current soft market, where competition is high, and premium rates are lower. 

Today’s discussions revolve around the challenges posed by the soft market and its impact on our clients. 

Some of our managers are relatively new to this kind of market, and I take the time to coach them on what it means and how to navigate it effectively. 

By sharing experiences and insights, we aim to help them develop a strategic approach that will allow them to maintain strong client relationships despite market fluctuations.

Later in the day, I meet with colleagues from Clear, the company that acquired us. Since joining Clear, we have been exploring ways to maximise the benefits of being part of a larger organisation. 

These discussions often revolve around improvements in IT infrastructure, HR policies, and enhanced insurer opportunities and service levels. 

One of the biggest advantages of being part of a larger group is the increased influence we have with insurers, allowing us to negotiate better terms for our clients. It’s exciting to see how these changes are translating into real benefits for our business.

In the evening, I attend a charity dinner hosted by Poole Town Football Club. Events like these are excellent opportunities for networking, as they bring together clients and prospects in a more relaxed setting. 

It’s rewarding to be part of an event that not only helps strengthen professional relationships but also raises money for a worthwhile cause.

Tuesday

Another early start today, as I head to Wimborne for a half-day client networking event. These events are invaluable, as they provide a platform for mentoring clients and discussing the challenges they face. 

Today’s focus is the on-going impact from the national insurance increase and general financial pressures many businesses are faced with. 

Many businesses are concerned about the financial implications facing their businesses and my role is to offer a safe space to discuss their challenges and offer ideas and strategies to consider on how best to adapt.

During the event, I have the opportunity to have a one-on-one mentoring session with a local chartered accountant. We exchange ideas and insights, discussing strategies that businesses can use to manage rising costs. 

I bring along one of my team managers as part of their personal development program, giving them the opportunity to observe and learn from these high-level discussions. 

It’s fulfilling to mentor both clients and colleagues, as knowledge sharing is a key part of professional growth.

Back at the office, I shift my focus to a claims issue involving a client’s client. A local dry cleaning business is facing a claim from a customer regarding a damaged wedding dress. 

Lately, we have noticed an increase in claims disputes, which is unsurprising given the current economic climate. Clients are under financial strain, and tensions can run high when disputes arise. 

I review the case with my claims team and ensure that we have handled everything in accordance with the policy terms, but most significantly the responsibilities of us the broker, but also the client in the context of this claim. 

After a thorough review, I am satisfied that our and our client’s actions were appropriate, and I prepare a response to the client.

Wednesday

Today is dedicated to reviewing our compliance framework for the year ahead. 

This is an essential component of our business, ensuring that we continue to treat our clients fairly and maintain the highest ethical standards. 

Compliance is often seen as a tedious aspect of business, but I view it as a fundamental pillar that underpins our credibility and client trust.

In the evening, I attend a committee meeting for Broadstone FC, a grassroots football club that I am actively involved with. 

This club provides opportunities for boys and girls aged 5-18 to engage in football across 17 teams. 

My role on the committee involves managing social media, marketing, and organising tournaments on our eight pitches. 

One of our biggest challenges at the moment is securing a £250,000 grant to maintain the pitches and clubhouse. 

With local council funding no longer available due to financial constraints, we are exploring alternative funding options to ensure that the club continues to thrive and support the local children and community.

Thursday

It’s an early start today as I catch a train to Birmingham for Clear Group’s second Fab (Female Alliance in Business) event.

This initiative focuses on attracting more young women to the insurance industry. At A-One, we have a strong track record of gender diversity. I sit on the board of four, and 75% of our management team is female. It’s encouraging to see Clear Group actively supporting the professional development of women in our field.

On the train back, I use the travel time productively by working on a training program for our new managers. This is part of our succession planning strategy, ensuring that we cultivate the next generation of leadership within our organisation.

Inspired by the Fab event, I incorporate some insights into the programme, particularly regarding the challenges posed by generational gaps in the workplace. 

By addressing these differences proactively, we can foster a more inclusive and collaborative work environment.

Friday

The day begins with a board meeting where we discuss a range of strategic topics, including marketing initiatives, budget allocations, IT advancements, and insurer performance. 

These discussions are critical in shaping the future of our business, allowing us to identify areas for improvement and innovation.

Later in the day, I dedicate time to my team, engaging in mentoring sessions and addressing any concerns they may have.

Investing in my team’s growth is a priority for me, as their success directly contributes to the overall success of the business. We discuss various challenges, brainstorm solutions, and set goals for the coming weeks.

As the week comes to a close, I take a moment to reflect on everything we have accomplished. It’s been a busy yet fulfilling week with lots of variety and hats worn, importantly its been filled with meaningful conversations, strategic planning, and valuable networking opportunities, and most valuably allowed me to work closely with our biggest asset, our people. 

Looking ahead, I am excited about the continued growth and evolution of our business, and I remain committed to supporting my team and clients in every way possible.