Insurance Times Awards 2026: Got You Covered on challenging ‘that’s how it’s always been done’

1. Why did you put yourselves forward for the category?

We entered because I’m incredibly proud of how the team responded when our previous premium finance provider left the market.

We could have found another provider and carried on much as before. Instead, we took a step back and asked a more important question. What would a genuinely better experience look like for our customers?

That thinking led to Fusion. We brought more of the journey under our control, kept our advisers closer to the customer and turned a significant business challenge into an opportunity to improve the service we provide.

2. What do you think makes your entry stand out and why should you win the award?

For me, the difference is simple. We built Fusion around our customers, rather than expecting our customers to fit around somebody else’s process.

Our advisers remain involved throughout the finance journey, which means greater continuity of service and more flexibility when circumstances change.

Technology is important, but technology on its own doesn’t make you a customer champion. It’s how you use it to improve the human experience that matters.

I believe Fusion demonstrates exactly that, combining technology, personal service and the ability to respond to what our customers actually need.

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

It would mean a huge amount because this wasn’t the work of one individual or one department.

People across Got You Covered came together to turn a difficult situation into something better for our customers.

Winning would be recognition of that collective effort, but it would also validate something I feel strongly about as chief executive. We should never accept a process simply because “that’s how it’s always been done”.

We should keep listening, questioning and improving. If there’s a better way to serve our customers, our job is to find it.