The theme that should be on ‘regular and repeat’ display in the insurance industry

Professionalism is an important theme that should be on “regular and repeat” display in the insurance industry to build positive customer impacts.

That was according to Nick Hobbs, chief distribution officer at Allianz Commercial, who told Insurance Times that professionalism goes further than just looking that part.

“It’s not about putting on smart shoes or a tie or speaking properly – although looking the part does help,” he said.

“It’s about bothering to learn the next page, absorbing it and deploying it more often in more conversations – or process, behaviour, or propositions – that have a real and positive customer impact.”

‘Attitude and outlook’

This came after Laura Hancock, managing director of commercial insurance broker and underwriting agency Yutree, explained that that brokers should be “educated well enough” so they can “explain [to] clients what they are being insured for”.

Speaking at the Biba conference in May, she said: “Building on that idea of mutual support throughout the industry and trust is at the heart of everything.”

Hobbs said that professionalism was about “understanding that bit more”.

“Professionalism isn’t necessarily just about having qualifications, it’s about attitude and outlook,” he said.

“It’s not a new theme, but an important one that should be on regular and repeat display.”