Laura Mullaney, managing director of distribution at BGL Insurance, tells Insurance Times why her firm deserves to be named Personal Lines Broker of the Year at 2022’s Insurance Times Awards

Explain briefly about your entry in the Personal Lines Broker of the Year category.

Laura Mullaney Managing Director of Distribution BGL

Laura Mullaney, BGL Insurance

Broking is highly competitive and in the wake of the FCA’s general insurance pricing practices regulation, there are new challenges in balancing the needs of customers, brand partners and insurers.

In 2022, we were also acquired - we experienced significant organisational changes, so we wanted to recognise colleagues for their role in delivering ongoing service excellence and commercial success while retaining a strong working culture.

Our recent focus has been on three key areas - data, digital and service.

Supporting customers through increasing cost pressures and a changing market following the pricing regulations, we wanted to stand out as delivering the best experiences possible, irrespective of channel, and being relevant for every customer.

With dedicated teams in data science, user experience, digital optimisation and customer service, we ran focused programmes to achieve success.

For us, success saw the delivery of regulation changes and digital optimisation for all our sales and service experiences. We worked closely across our teams, where continuing collaboration from colleagues allowed us to achieve our highest ever Net Promoter Score (NPS) while also delivering on commercial targets and keeping colleague engagement in the top quartile.

What do you think makes your entry stand out or different from your competition?

We’ve seen record results across all strategic goals, set against a backdrop of real change and potential disruption, both in terms of the broader market and our own business.

Teams challenged themselves to deliver and have been recognised by partners, insurers and customers. Ensuring we support our most vulnerable customers, maintaining focus on key deliverables that support service across channels and customer lifecycle, has taken real effort across the business.

We’re very proud of what’s been achieved.

What would winning this award mean to you and your firm?

Particularly this year, winning this award would be a fantastic acknowledgement of how our culture and commitment to deliver has driven success for our business and colleagues.

Teams have not faltered in their desire to get the best outcomes for our customers and partners.