The former Zurich man talks technology, faulty condoms and the Who.
Why insurance?
It’s dynamic; it underpins our whole community and I enjoy helping people and businesses when disaster strikes.
How would you sum up insurance brokers in three words?
Underappreciated, highly skilled.
How would you change the industry?
I’d remove the many layers of administrative process by automating every step I could through technology, and redeploying people where they can really make a difference to customers – and that’s face to face on site.
Best advice you’ve ever been given?
To listen. The exact words were “take the cotton wool out of your ears and put it in your mouth”!
Why have you made the move from Zurich to Claim Central?
Claim Central is revolutionising the way property claims are managed. I want to lead a business which is not afraid to be disruptive and challenge industry complacency. The aim is to deliver a really positive claim experience to brokers, insurers and their customers, focusing on cost, quality and lifecycle.
What’s the most important thing a broker can do to develop their business?
Ensure your customers see the value you can add when they need to make a claim. Don’t just sit back and react when things go wrong. Customer retention will ultimately be decided following a claim experience.
If you were Prime Minister for one day, what would you do?
Approve and implement the construction of a high-speed maglev train service between every capital city and regional centre.
What’s the strangest thing you’ve ever handled a claim for?
A product liability claim, where the insured company was sued for “wrongful birth” as a result of a faulty condom they manufactured.
What has been the highlight of your career?
Helping insured customers on the ground in the aftermath of the Black Saturday bushfires – an experience I will never forget.
If you could invite three people to dinner, dead or alive, and excluding family and friends, who would they be and why?
Jimi Hendrix – the greatest guitarist of all time – so we could jam between courses
Vincent Van Gogh – who never sold a painting while he was alive – to show him how millions of people love his work
Keith Moon – late drummer for The Who – for his “throw the TV out the hotel window” perspective.
Complete this sentence: If I wasn’t in insurance, I would be…
Touring the world with my son, in our band ‘Third Best Friend’
