Conference highlights opportunities for positive change

ILC’s New Generation in Claims Conference helped highlight the opportunities available to positively influence how the industry can best attract and retain future talent.

Host for the day James Lambert, ILC’s New Generation in Claims Sector Lead and Founder of Engage to Succeed, opened the day’s proceedings by referencing Henry Ford’s quote: “If you always do what you’ve always done, you’ll always get what you’ve always got.”

James added, “Let’s keep that in mind and think about what is possible, how we can change, what’s the cost of not changing, and what could work in your business.”

Helping to set the scene during her session, Perception versus reality: redefining careers in insurance, Catherine Carey, Head of Marketing at Consumer Intelligence, revealed results of research carried out in partnership with the British Insurers Brokers Association (BIBA) that highlighted just how great the chasm is between those who work in the sector and those on the outside.

She said, “Almost everyone working in the industry fell into their careers. We have a problem attracting new talent and to change that we need to change the narrative. But the first step is understanding what the perceived barriers are.”

Delegates were then taken on a journey which included explorations of how new to approaches to recruitment can reap rewards; the availability and benefits of the largely untapped military spouses’ talent pool; how to accelerate the pace of change with new talent; and the steps to help unlock internal talent pools.

Industry experts: Andy Cain, Head of Claims – Customer Operations at Saga plc; Holly Llewellyn, Head of L&D Operations and Digital Learning at First Central; Sarah Pickerill, Head of People at Carpenters Group; and Nicola Sutherland, Director of People & Culture, Steer Automotive Group joined panel debates during the day to provide sector specific context to discussions.

The New Generation in Claims Conference 2024 took place on 25 April at etc.venues Manchester was backed by lead Sponsors Carpenters Group and Enterprise along with Ambassadors: Activate Group, Edam Group, Gemini ARC, Kennedys, S&G Response and Solera Audatex.

Further insights into the day’s proceedings will be shared in the coming weeks.


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