ILC Rising Star Interview: Helen Martin, Quality Auditor – Davies Group

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

I am a Quality Auditor in the Niche Claims team. I listen to our claims handler calls and measure the quality to check it’s correct. I check for compliance as well as customer service skills and keep managers updated about any issues that are found. I find the role interesting because you never know what you are going to hear when you start listening to a call. Every now and then, there is a complex claim that you stumble across, and the handlers are brilliant at helping a policy holder deal with a really tough situation. The role is very varied, fast paced and never boring.

What made you want to work in this industry? 

My background was in customer service, I had always worked in retail and hospitality, and the claims handler role was pitched to me as a customer service role. I, like many others, kind of fell into insurance, but I really do find it fascinating.

What do you see as the biggest challenge to your industry in the next year? 

I think the biggest challenge moving forward will be finding a “new normal” after Covid. We have had to change our practices and working environment so much, finding a new hybrid way that works for everyone will be challenging. The pandemic gave us the opportunity to develop more remote ways of dealing with claims and encouraging the implementation of AI and our electronic notification of loss (ENoL) capability has made processes more streamlined and flexible for customers. I feel combining everything we have learned and developed into a new way of working will be both challenging and fulfilling.

How would you like to see the industry improved in the next year / 5 years?

I would love to see an investment in the people we have and more opportunities to develop. We have some amazing people working with us and I feel that a more mentoring environment would be beneficial for the employees, employers, clients, and policy holders. Insurance can have a bad name with the public for hiding amongst the small print of policies, but I believe that we can improve our image and how we are seen by looking after our people.

If you would give your 16-year-old self a piece of advice, what would it be?

Believe in yourself and don’t give up. I always had low self-esteem and felt that hard work wasn’t going to be enough because I didn’t look a certain way. Working for Davies has shown me that if you try hard and want to excel at what you do, you will be given the opportunity to progress. There are companies out there who value individuality, and I am lucky to be working in one of them.


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