Q. Tell us about your role at your firm. What do you do, and what do you find most interesting about it?

A. I have responsibility for around 450 colleagues working across first notification of loss (24/7), legal onboarding and full claims management. My role involves working closely with clients to discuss delivery and outcomes, and continually looking at process improvements and efficiencies. No two days are the same, and that variety combined with the opportunity to improve outcomes for both our clients and our people is what I find most interesting.

Q. What are the challenges facing your business right now, and how are you working to overcome them?

A. The market remains competitive, and attracting and retaining the right talent is critical to maintaining high service standards. We are focused on creating clear career pathways, investing in development and leadership capability, and ensuring colleagues feel supported, valued and engaged. Alongside this, we continue to improve processes and use technology more effectively to help teams focus on meaningful, value‑adding work.

Q. If you could go back to the start of your professional career, knowing what you know now, what piece of advice would you give to yourself?

A. Have confidence in your own ability. Like many people, I have sometimes questioned whether I had the right skills for my role, but experience has taught me that personal growth comes from trusting your instincts, being open to learning, and not being afraid to take on new challenges.

Q. What would be your key prediction/s for the industry in 2026 and beyond?

A. Claims performance will increasingly be a defining factor in the success of motor insurers. While premiums are beginning to stabilise and, in some cases fall, claims inflation will remain a significant challenge. Rising repair costs, vehicle complexity, increasing labour costs and supply‑chain pressures will mean profitability will remain volatile over the next few years.

Increased regulatory focus on fair value and customer outcomes will shape how insurers operate throughout the claim’s lifecycle, particularly for vulnerable customers. Additional emphasis will be placed on governance, data quality and operational controls.

Technology will continue to support this shift, particularly through digital first notification of loss, improved triage, liability decision‑making and greater claims automation. However, technology alone will not be the solution. Investment in claims capability and talent, will be critical to maintaining service quality and efficiency. Operational resilience and scalable operating models will be a key differentiator as insurers respond to these pressures.

Q. What made you want to work in this sector?

A. Like many people I didn’t initially plan to work in insurance. I joined the industry at 16 and stayed because I developed a genuine passion for it. My first role was in managing broker accounts, but I soon discovered claims with all its variety and I was hooked. Our industry is constantly evolving and offers a breadth of opportunity across many specialised areas, which I find hugely appealing.

Q. What has been your most significant or proudest achievement in your current role (or previous roles) so far?

A. I’ve been with Carpenters for ten years, during which time Insurance Services has grown by 350+ colleagues. That growth is a testament to the strength of our people, and I’m immensely proud of what we have achieved together.