We must always remember anyone suffering an insurance claim in their home, their safe place, that requires them to move out will feel vulnerable. One thing that I hope doesn’t change is the customer service aspect to claims. I hope that the gender pay gap is no longer in existence and I hope to see many more women in senior roles. I haven’t even thought about retiring! However, I suspect that if the current pace of rate of change continues or is accelerated the Home Insurance Industry will be a very different entity to the one I joined back in 2004. – I know that this is certainly something that ICAB are currently working on alongside our insurer partners. Over the next 5 years, I would expect it to become more technologically advanced and make the customer journey more digitalised and interactive. However I think over the last few years it has changed, with COVID -19 playing its part in the rate of change. The insurance industry has always been percieved at as old fashioned and ‘behind the curve’ especially where technology is concerned. How would you like to see the industry improved next year / 5 years / by the time you retire?. Of course there will always be the need for face to face meetings but people will be more selective about how and when these happen. As well as creating digital platforms for insurers / suppliers / policyholders to access, I believe that organisations will be more flexible with regard to employees working from home and conducting meetings over zoom / teams to ensure more regular contact and not have colleagues travelling all over the country. I firmly believe that the industry will natural evolve and technology will play a part in the coming year. One thing the pandemic has taught us all in the industry is that technology is key, we have all been WFH / online. In the case of hotels, unfortunately some will not survive this pandemic and those that do will be looking to re-coup losses, therefore we are expecting some independent hotels to potentially increase room rates – however only time will tell if they choose this route. I firmly believe this will be the way forward and will make the rental market even more fast paced. For instance, letting agents have survived for nearly a year by conducting virtual viewings with potential new tenants. I think Covid-19 is going to have a huge impact on this industry in the next year but these challenges will be overcome and will end up having a positive change. What do you see as the biggest challenge to your industry in the next year?.Over the years I have learnt so much about so many different sectors that all link up to make this industry such a rewarding and interesting one to work in. Due to the scope of services ICAB offer I not only need to be fully appraised of the Home Insurance Industry as a whole, but also, specifically, the alternative accommodation industry. I was working in a local hotel when I applied for the role which felt like a natural progression for me in terms of improving and evolving by customer service skills. I have to be honest I ‘fell’ into the industry as opposed to actively pursuing a career in insurance. What made you want to work in this industry?.My team are very hard working and so focused and I take pride in watching them develop and grow. No day is the same and it is always interesting and challenging. Shortly after joining I was asked to help manage the growing department and the rest as they say is history! These days I am very much involved in the strategic planning at ICAB, motivating, growing and developing my team, the day to day running of the accommodation team and managing supplier relationships. I joined ICHB (as it was then) In 2004, at the tender age of 19, as a claims handler sourcing rental properties for policyholders. I am Head of Accommodation Services at ICAB and 2021 marks 17 years in the business. What do you do, and what do you find most interesting about it?
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