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Understanding the client’s business like her own

By November 5, 2020April 13th, 202212 Comments

With the launch of Surer a month ago, we have been fortunate enough to be able to interact and be inspired by a multitude of insurance intermediaries. 

None has a story more inspiring than Vera of Hunter & Co. Advisory

Vera is an early adopter of Surer and has used Surer to kick-start her agency business to great effect, widening her network and streamlining her work processes; as a result closed more deals faster! 

In this article, we speak to Vera to get her take on the industry, how she has seen it evolve in her 21 years of experience in the industry and what is next for her, in relation to technology like Surer.

About Vera (Hunter & Co. Advisory)

Vera has had 21 years of experience in the industry, with the majority of it spent in General Insurance. She has held various roles in her line of work, and is now a Senior Insurance Specialist at Hunter & Co Advisory

General Insurance is not for the faint hearted

As its name suggests, General Insurance encompasses a broad spectrum of insurance product types ranging from ones most of us are familiar with like Travel and Motor to business specific products like Work Injury Compensation and Product / Public Liability. This spectrum can stretch even further to products like Marine Hull or Marine Cargo!

As such, it is not surprising, when we asked Vera about her view of the industry and how intermediaries can improve, that Vera, with her years of wisdom, provided a cautionary response.

‘The General Insurance industry is very competitive. Intermediaries are required to continuously improve themselves and be kept up to date on product developments.’ Vera shared. 

The General Insurance industry is very competitive. Intermediaries are required to continuously improve themselves and be kept up to date on product developments. 

She added that this is essential only because it then equips intermediaries with the right knowledge to better advise their clients on their insurance needs. 

Understanding the client’s business like it is her own

We sensed much enthusiasm from Vera when it came to speaking about her clients and probed further. Spending 21 years doing ANYTHING is tough enough; spending 21 years in such a competitive industry is something else.

So we asked what keeps her driven in this industry.

‘Being in the General Insurance industry allows us to interact with different people in different industries. In order to ensure that their (the client’s) risk exposures are reduced to a bare minimum, we play an important role and it is our (the intermediary’s) responsibility to have an adequate level of understanding of their nature of business / occupation.’ Said Vera.  

In order to ensure that their risk exposures are reduced to a bare minimum, we play an important role and it is our responsibility to have an adequate level of understanding of their nature of business / occupation.

Vera’s care for her clients is clear for all to see. This motivates her to continue in this industry and what the industry has given back to her is a colourful world of knowledge about various businesses. Something that keeps things fresh and that keeps her engaged.

‘This allows me to be exposed to how various businesses operate which in turn broadens my knowledge and experience. When the client appreciates the value and hard work I provide to ensure they are well covered, it makes it all worth it!’ Vera added.

When the client appreciates the value and hard work I provide to ensure they are well covered, it makes it all worth it!

Single-minded about placing the client at the heart of everything she does

As we moved along in our interview, it seems Vera always has the client, top-of-mind.

When we asked how intermediaries can evolve for the better and how she foresaw this evolution to be, it was unsurprising that she placed the client at the heart of her answers once again.

‘Intermediaries must not only have (insurance) product knowledge but they need to also make continuous effort in understanding clients on a much deeper level for them to have the confidence that you understand their businesses. With this, clients will know that they can trust you in the adequacy of their risk placement.’ Said Vera.

With this, clients will know that they can trust you in the adequacy of their risk placement

It all seems to make sense when she continued by sharing that with rapid digitalisation of the insurance industry, the core role of the intermediary must be as an advisor.

To do so, the intermediary must leverage technology to streamline work processes so they can make more time for the client AND provide the clients with the best possible options to choose from.

To do so, the intermediary must leverage technology to streamline work processes so they can make more time for the client AND provide the clients with the best possible options to choose from.

‘Yes, there is evolution of the role of the intermediary and there will be a continuation of this evolution as clients are more savvy with educating themselves via direct purchase channels. I see this as a positive. However, as an intermediary, we must always be ready to distinguish ourselves by being there when they need a human advisor, especially for more complex insurance products.’ Vera shared.

Adapting to and leveraging technology

You would think that someone like Vera, with her experience, has seen it all and might have her own way of doing things.

However, this is one lady who is always ready to adapt and leverage what is available, as long as it delivers on her aim to serve her clients better.

When we asked for her views of intermediaries leveraging technology, she wasted no time to say that this is an evolution that all intermediaries need to adapt to, and rapidly. She shared that at the end of the day, if the promise to the client is good advice, and if technology helps improve this promise, then there should not be any excuse not to leverage it.

‘With the rapid evolution of technologies, intermediaries need to adapt rapidly. This will help you deliver accurate and prompt services to your clients.’ She shared.

With the rapid evolution of technologies, intermediaries need to adapt rapidly. This will help you deliver accurate and prompt services to your clients.

Of course, we had to ask her for her views of Surer as a platform and how it has helped as one of the said technology tools to adopt.

And in typical fashion, Vera’s reply was one that shares her appetite for constant improvement.

‘The potential of Surer is great. I believe that with the constant development of the Surer platform coupled with our feedback, it will be a great tool for the insurance industry as a whole.’ Said Vera.

The potential of Surer is great. I believe that with the constant development of the Surer platform coupled with our feedback, it will be a great tool for the insurance industry as a whole.

As we completed this interview with Vera, we cannot help but be inspired by this lady’s drive to succeed through constant improvement – even with her years of experience. We suppose, when you are driven by the passion to help your clients, it is something that comes as a second nature.

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