Issue 55 of Modern Insurance Magazine is Now Available


In this issue of Modern Insurance Magazine, we dissect and explore this particular bond, talking with leading insurers, brokers and MGA experts about what a successful partnership looks like.

To begin, Modern Insurance Magazine has collaborated with Insuramore to bring the global success of MGAs to the fore (p.9) before moving on to interview Mike Keating of the MGAA (p.14) and David Williams from Qlaims (p.18).

As always, we also have several contributions from our in-house editorial board of industry specialists, providing their unique insight into current hot topics within the sector. Modern Insurance is also delighted to provide readers with a follow-up to ACSO’s previous series of roundtable discussions, this time with a focus on Civil Justice – particularly Alternative Dispute Resolution (ADR) and Legal Expenses Insurance (LEI) (p.41).

On p.61, you can also find a forum piece around the topic of MGAs, with input from some of the key experts within this sector including Mike Keating (MGAA), Paul Howard (AXA XL), Paul Templar (VIPR), Tim Hardcastle (INSTANDA), and Chris Butcher (Davies Group).

This issue also returns with the fourth edition of INSUR.TECH.TALK in partnership with Insurtech Insights, honing in on trailblazers from the Insurtech sector to share their astute observations in a series of interviews and editorial board musings.

To read the full issue, and to check out previous issues of the mag, follow the link here or click on the image below.


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Modern Insurance Magazine Issue 54 Now Available

The latest issue of Modern Insurance Magazine is now available to view, to check it out click on the image below.

Welcome to yet another issue of Modern Insurance Magazine. To say that the past couple of years have been challenging to our industry would be a great understatement. However, the community spirit that was built throughout insurance helped everyone through those hard times. Unfortunately, as we had begun to find our feet again, we are once more facing tragedy and crises, in our nation and across Europe. As prices soar, people start rationing, prioritising one thing over another in order to put food on the table for their family. One of the expenses discarded first is often insurance, with people seeing it as a “grudge purchase” and doubting they’ll ever use it.

However, in reality, insurance serves as a financial safety net, one which is now more crucial to have than ever before. As an industry, we must tackle this issue, we must better explain to people the role and benefits of their insurance, and most importantly, we must do our best to support those in need. We need to go back to that community spirit formed over the pandemic, augment it and be certain that no one has to ever choose between financial safety and putting food on the table.

To begin, Hannah Gurga shares her insight on the next steps needed for the sector to provide maximum protection to those vulnerable (p.9). Following the success of the 2022 BIBA Conference, we speak to Steve White (p.14). Next up, Lauren Glover explains the difficulties of those digitally excluded in such a digitally controlled world (p.16).

As always, we have our resident editorial board of experts tackling the industry’s problems and focusing on what we need to be discussing right now (p.19). Our specialist forums – on Fraud and The Repairer Sector – showcase the experiences and insights from the industry’s leading experts and facilitate some great conversations (p.20; p.25).

On p.47, you can find a fascinating series of roundtable discussions on looking beyond technology in customer-driven claims solutions. Modern Insurance Magazine held these discussions in collaboration with Eddie Longworth.

This issue also includes the third edition of INSUR.TECH.TALK in partnership with Insurtech Insights, bringing together pioneers within the Insurtech sector to share their expertise in both specialist interviews and a specialist editorial board forum (p.67).

Make sure you keep up-to-date with everything Modern Insurance from news to articles and announcements via our website and Twitter @ModInsuranceMag – Until next issue, enjoy, stay safe and happy reading!

To check out other issues of Modern Insurance Magazine, click here

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Modern Insurance Magazine Issue 53 Now Available

The latest issue of Modern Insurance Magazine is now available to view, to check it out click on the image below.

The insurance industry often describes itself as a ‘people industry’- citing its function is to provide peace of mind to the customer. Human beings are naturally cautious of risk and it is therefore our duty to minimise that risk and help them. But what about those who populate the industry itself? Claims handlers, Brokers, Repairers, Department Heads and CEOs are all equally individual, nuanced and human. It may sound obvious but in our rapidly digitising industry, often a small reminder that there are people behind the screens with lives and experiences as vast and varied as the nature of risk itself, goes a long way. 

To begin, Bernadette Dillon and Dr Sandy Caspi Sable give us their insight on inclusive leadership (page 9). To understand why a lack of diverse thinking undermines performance, we speak to Dr Juliette Bourke and Dr Andrea Titus (page 12). Next up, is an interview with the Head of People Engagement, Culture & Strategy at AXA UK, Zoe Ashdown, to find out how their policies and systems are helping to improve employee and customer engagement, while simultaneously building resilience (page 17). Finally, Modern Insurance Magazine speaks to COO, Andrew Alcock, to find out what leadership looks like at TH March, and how this has changed and impacted behaviour and culture (page 20) 

As always, we have our resident editorial board of experts tackling the industry’s problems and focusing on what we need to be discussing right now (page 25). Our Wellbeing forum and Upskilling and Training Forum showcase the experiences and insights from the industry’s leading experts in the home, claims, repair, insurance, loss adjusting and tech sectors (pages 34-39 and 49-55). 

In celebration of people, this issue features the 2022 UK Customer Service Excellence Awards that were held by Modern Insurance at Shaka Zulu. The night was all about celebration and recognising people for their achievements! To read about the evening, check out pages 40-46.  

On a more serious note, in this issue you can also read all about the fraud discussion Modern Insurance were fortunate enough to host in collaboration with Digilog. These three Fraud Roundtables feature some of the biggest experts in the industry debating some of the most consequential crimes currently facing our industry when it comes to people (pages 63-70). 

This issue also includes the second INSUR.TECH.TALK in partnership with Insurtech Insights, bringing together pioneers within the Insurtech sector to share their expertise in both specialist interviews and a specialist editorial board forum (page 81). 

Make sure you keep up-to-date with everything Modern Insurance from news to articles and announcements via our website and Twitter @ModInsuranceMag – Until next issue, enjoy, stay safe and happy reading!   

To check out other issues of Modern Insurance Magazine, click here

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Interview with…Glen Parker

Modern Insurance Magazine sat down with Glen Parker, Operations Director at Lawes Consulting Group, to discuss his role in the company, and his thoughts on the current landscape of insurance.


  1. What is your day-to-day like as Operations Director? What minor, everyday things must you make sure happen in order to ensure the smooth running of the business?

My main duty at Lawes Group is to oversee the operations of the company. My position entails different responsibilities, such as recruitment of staff, HR, Payroll and ensuring the business runs smoothly. I am always looking out for ways to improve the running of the business, and do the odd bit of recruitment, which I enjoy!


  1. What is your philosophy in business?

My philosophy in business is to always treat candidates and clients in the same way I would want to be treated. By this I mean have the difficult conversations with candidates as well as the good ones. Give the candidates feedback on why they went wrong in the interview, what they should be looking to do, or aim for, to make sure they nail the next interview. This is what I believe makes Lawes Consulting Group different to the rest – our dedication to the Insurance world is second to none, and our reputation mirrors that.


  1. How has Lawes evolved since you joined in 2008?

When I joined Lawes in 2008, it was a steady company looking to grow. I have seen Lawes grow from strength to strength in the last 14 years. Of course, I have seen staff come and go, but our aim is to increase the staff by 30% by the end of 2022. We have an expansion plan in place which we have been lucky to follow, and I personally believe we are the number one Insurance recruitment company in the UK and I am proud to be the Operations Director of such a successful business.


  1. What has been your proudest recruitment story while working at Lawes?

This is a very tricky question to answer, as I have many stories that I am proud of. I have helped so many candidates find jobs, and likewise helped many clients find the right staff. I would say, the proudest thing for me has been helping individuals who unfortunately have found themselves out of work due to the COVID-19 pandemic, or any other reason that is no fault of their own. This has given me the most pleasure while working at Lawes.


  1. How did you personally have to adapt in your strategic approach over the pandemic?

At first everything was new; it was 30 degrees outside in the first lockdown and no-one really knew what was happening, so we took everything in our stride. We used the time to evaluate, and decided that now would be the best time to upgrade all of our systems and technology, including all of our IT equipment and telecoms. Most clients stopped recruiting for a short period of time, but we got our heads down and decided to get used to the new way of recruiting. Who would have thought clients would be ready to take on staff just over a zoom meeting? I personally think it has changed the recruitment industry massively and I can’t see it stopping!


  1. What excites you the most about the current market?

What excites me the most with the current market is that more and more clients are getting used to home working or hybrid working. What this means for the clients is that they will have a much larger candidate pool to choose from when looking to fill a position.

Glen Parker | Operations Director | Lawes Consulting Group

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Flock selects AutoRek for Bordereau, Bank & Payment Reconciliation Requirements

London, 26 JanuaryAutoRek, a leading software provider to global financial services firms, is pleased to welcome Flock on board as a new client.

Flock was founded on the conviction that traditional insurance business models are no longer fit for purpose in our fast-moving, hyper-connected world. They set out to change this by building a global, fully digital insurance company for connected commercial vehicles. An insurance company that proactively mitigates risk, rather than just paying claims.

In 2016, Flock emerged from academia as research into real-time risk analysis for connected and autonomous vehicles. The company now insures tens of thousands of commercial vehicles for leading fleets including Jaguar, Land Rover’s The Out and Virtuo. Driven by a mission to make the world a smarter, safer place, Flock believes the insurer of the future won’t just pay claims but will actively help its customers improve safety.

AutoRek’s solution was chosen by Flock due its flexibility. As the company continues to grow at pace, it was crucial that it found a tech partner that could support its ambitious growth.

AutoRek are delighted to partner with Flock as another delegated authority insurance intermediary client, who will be using AutoRek to:

  • Automate bordereau, bank and payment reconciliation requirements
  • Calculate broker payments to generate statements to brokers and paid bordereau
  • Take various external data sources from other insurance organisations, as well as from the general ledger
  • Underpin Flock’s Insurance Broker Accounting (IBA) operations

Gordon McHarg, CEO at AutoRek, added, “It is excellent to have Flock come on board as a new client. We are delighted to be seen as a flexible and adaptable tool to help fast-growing companies like Flock scale their business. We look forward to continuing this partnership over the coming years.”

Piers Williams, Insurance Lead at AutoRek, added, “We are excited to work with Flock, they are disrupting the insurance industry with innovative new products. Behind their exciting business is a foundation of leading software solutions that are enabling the business to achieve its objectives. Flock will be deploying AutoRek’s bordereau reconciliation and financial control solution to deliver end-to-end automation.”

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Roundtable event shines a spotlight on salvage

Copy provided by e2e Total Loss Vehicle Management


Experts from across the insurance industry met late in 2021 to consider the perennial – and one of the most pressing issues facing the sector at the moment – total loss vehicle management. Despite around one fifth of all damaged vehicles ending up as total losses, it’s an often-obtuse area of the motor claims continuum.

The meeting asked attendees to consider the view that an opportunity exists to more effectively tap into total loss and end of life vehicle stock to create alternative sources of parts for the benefit of insurers, customers, repairers and the wider environment.


The timely event was hosted by I Love Claims (ILC) in association with e2e Total Loss Vehicle Management with the far-reaching discussion addressing everything from industry and customer attitudes to salvage and reclaimed parts; to the ethical question of value and price – via the benefits of better linking salvage and repair processes; to legislation; and whether cross industry co-operation would help to realise opportunities.

Taking part in the discussions were:

  • Andrew Ridley, Commercial Manager, DLG
  • Trevor Webb, Claims Director, Sabre
  • Adam Murray, Motor Technical Manager, Aviva
  • Nicholas Rossiter, Motor Damage Strategy Manager, Allianz
  • Chris Morgan, Director, ASM
  • Mia Constable, Head of Business Development, e2e Total Loss Vehicle Management
  • and Neil Joslin, the then chief operating officer, e2e Total Loss Vehicle Management


all of whom shared their insights in an open, transparent environment with the objective of contributing to an improved collective industry understanding of the issues and opportunities.

Reputational challenges

The management of salvage and total losses features opportunities and challenges, but too often it has been disregarded at a strategic level and consequently labelled ‘dysfunctional’ at a tactical level.

The current context is that insurance policies and marketing only really address repair as the outcome of a claim.

However, a significant number of vehicles are written off and customers who wish to preserve their vehicle can find the process a minefield once economic write-off levels are reached on a repair.

Seemingly, few policies address the options available apart from talking about the potential for using non-OE and reclaimed OE parts.

Thought to be contributory to this context, the meeting addressed the ‘dirty’ image of the salvage industry and explained how this is now a wholly inaccurate impression. Representatives from e2e added, that in their experience, salvage does not receive the same attention from the leadership of insurers and in their supply chain teams as does legal or loss adjusting; despite its revenue generation being second only to premium income for motor insurers.

Fundamental shifts

To overcome this, the industry will have to make fundamental technological and philosophical shifts – some are known now and some will only be revealed as new tech comes onboard.

It was thought that barriers include both ‘soft’ attitudinal and ‘hard’ process issues. In the past these have combined to restrict investment in the insurer/salvage interface.

Perhaps the first step is a change in approach to managing salvage and repair. For too long they have been considered independent of each other, operating in silos. Arguably, this has created inefficiencies in the process and wastage – especially around the opportunity afforded by recycled parts. It was recognised that once classed as a total loss the momentum of a claim rarely allows reconsideration of the vehicle’s status by imaginatively considering the repair method and use of alternative parts.

Attendees agreed that it was critical to start thinking like customers – whose desired outcome is namely to have their personal mobility restored – and see repair and salvage as complimentary parts of the same process rather than two different types of claim.

This sort of ‘new thinking’ it was suggested, could, if fully developed even result in entire business models transforming, with repairers evolving to include dismantling and salvage operators becoming waste managers or recyclers.

In the meantime, the assembled agreed that closer links between repair and salvage with a more deliberate strategy of total loss avoidance could be a benefit to all.

Reclaimed parts

A new joined-up approach would logically, if applied correctly, see greater numbers of reclaimed parts stripped from total losses re-entering the market.

It was suggested the UK lags behind other developed markets in this area, with historical concerns about stock availability being a perceived stumbling block. Several large insurers are embracing the use of reclaimed parts but others are not confident that they could consistently access the stock in what one described as an ‘embryonic’ sector.

The representatives of e2e were keen that this perception is addressed as the salvage and recycled parts industry has moved on from when these concerns were first articulated. Huge investments have been made in the supply chain which is allowing several insurers to confidently take advantage of the opportunities.

Consumer appetite

Those in attendance agreed that consumer appetite for green initiatives was growing. However, there is a seeming lack of confidence in marketing ‘green motor policies’ at present. Reclaimed parts cannot be used in all circumstances and as such, ‘green-labelled’ products could falsely raise customer expectations. There is also the potential challenge for demand to outstrip supply.

However, with many motor policy wordings allowing for the use of ‘alternative parts’, there seems sufficient capacity in the sector to allow reclaimed parts to become 10-20% of the parts used in repairing vehicles.

Considerations such as the vehicles being repaired are ‘often younger than the parts being made available’ and that reclaimed parts can only be used on non-safety related components will always see a natural restriction in the proportion of reclaimed parts use.

As an important step into the future, attendees called for greater consistency around the description of reclaimed parts, suggesting also that a review and update of the Salvage Code of Practice might bring more transparency and reassurance to the market. For example, attendees pointed out that, at the moment, there is no audit trail for Category S vehicles and the question was raised: “is there actually an industry benefit in them being stripped to boost reclaimed parts stock?”

Repair cost inflation

Profitability in the insurance market is founded in the delicate balance between premium and claim cost. The motor insurance market has rarely made an underwriting profit in the last decade. It was suggested that customers react to any slight change in premiums, meaning insurers have traditionally been reluctant to try new practices for fear of disturbing the balance.

However, there are two new market influences being felt in 2021/22. The first is high repair cost inflation and the second is evidence that customers are more willing to pay a premium for products from companies exhibiting sustainable and/or ethical trading policies.

With insurance being a commodity it is unlikely consumers will enact on this principle until it is more established in other sectors and markets. However, a better presentation of the environmental efforts of insurers, including the treatment of salvage, would only assist customers in their purchase considerations

The meeting discussed that a strategy of repair over replace created to combat cost inflation could also help demonstrate sustainable credentials. To provide transparency and choice for the customer, insurers could also consider changes in processes for example the creation of optional policy pricing models ie with reclaimed parts and without.

Thinking differently

The use of reclaimed parts, although important and potentially highly beneficial, is just one solution with many of the longer term answers still to be identified. The good news is that insurers are in the right frame of mind to discover them and those represented at the roundtable said their company recognised that yesterday’s data would not inform tomorrow’s experience and had thus created teams to scan the horizon for innovations.

They said much of the focus is, of course, on new technologies such as electric vehicles and ADAS, while they are also considering new materials used in vehicle construction and appropriate repair methods, with the challenge being forecasting the impact on frequency of incident and cost of repair.

Insurers are also grappling with the impacts of the changing ownership models.

Industry-wide action

Progressive insurance companies are already seeking and introducing their own initiatives in-light of the investments made in the reclaimed parts supply chain and the meeting went on to consider whether an industry-wide approach to some aspects of salvage would be useful and benefit all parties.

The debate highlighted the different experiences and perspectives within the sector, but all agreed that in a highly price-sensitive and competitive market, change would unlikely be embraced uniformly. Perhaps therefore, regulators and trade bodies should be in the vanguard of thinking about this developing trend in motor claims resolution.

One attendee said, “There are solutions out there, but they cannot be enforced across the piece from manufacturers, through insurers, into the repair and salvage supply chains. So cross-industry change could be desirable.”

Whilst the UK government is setting the standard in some areas of automotive development, it was suggested it has fallen far behind other countries in end-of-life recycling. Attendees said lessons need to be learned from other markets around the regulation necessary to develop best practice.


As this aspect of how industry practice develops, the meeting was unanimous in calling for staff and organisational training to keep pace. The lack of focus on upskilling to keep pace with technology has been, according to one attendee, ‘appalling’ for some time and while many operators will claim the capability to adequately service the accident repair market now, it will be a huge challenge to maintain and develop the required capability in future.

“Technology is moving way too fast for the sector. We say we can handle new technologies such as EVs, but the reality is very different,” a participant argued.

In summary, the meeting concluded that to keep up, it was clear to all that amongst a long list of improvements and changes required in claims process and claims outcome management, one key improvement was for salvage and repair to coalesce into a more integrated process. A process with service, safety, sustainability, claims cost control and efficiency built in for and by all parties involved in the journey.

The discussion was chaired by Darren Wills, Executive Director, Motofix, who was representing ILC on the day.

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