Diary of an Insurer: Charles Taylor’s Rose Goad

Monday

I’ve read some great things about the benefits of natural light first thing in the morning, so I’m outside as soon as I’m awake, getting some nature in my eyes. 

Although it’s only 6am here in the UK, it’s lunchtime in Singapore, where half my team is based, and I want to be in the office well before their working day ends.

A couple of hours later, I’m kicking off the week with some interactive games online for everyone in my team – a great way to make UK and Singapore staff feel connected. Today I’m using break out rooms to mix the different offices and get everyone chatting. My word quiz goes down a storm: who knew there could be so many different ways of saying things.

Together, my team and I manage claims for lost, damaged and delayed baggage on behalf of aviation clients in Asia. With post-Covid travel booming, we’re busy. I spend the afternoon catching up on our latest claims data and prepping for a client meeting tomorrow.

Tuesday

In 2023, I spent quite a few weeks in Singapore, building my team and helping launch our automated baggage claims portal to replace a client’s manual processes. As an avid Formula 1 fan, I  also got a peek of the Singapore Grand Prix, but that’s another story. I still travel out to meet clients face-to-face, but today we’re on Teams to talk data.

Mainly, we’re focusing on baggage claim turnaround times – currently a record 0.75 days thanks to the new automated portal (a collective whoop!). 

We run through other claims data too, covering closed and open claims, staff resources, predicted volumes and so on.  I have a great relationship with this client, and I’m looking forward to my next trip to Singapore.

Meanwhile, I make sure the whole team knows how well we’re doing and organise some cakes to celebrate.

Wednesday

I’m at my desk early to speak to one of my team who’s studying for a professional insurance qualification in Singapore. I share the good news that the company has offered to fund her course, and she’s over the moon that we’re supporting her professional development.

After grabbing some lunch, I’m off to the lakeside by our office for an archery lesson, organised by the office manager. I get there just in time to see a colleague hit the bullseye and have a lovely half hour in the sun. But I have to admit I’m a bit rusty and not the best aim.

At the end of the day, I spend an hour studying for my Chartered Institute of Loss Adjusters exams. I haven’t been in education for years and it’s good to be back learning again. I think a lot about ‘the future Rose’, and I want to be as qualified as possible.

Thursday

Recently we’ve been working with one of our aviation clients to add ‘automated decline’ to their electronic notification of loss platform, for low-risk baggage claims. 

We’ve also made sure customers can still talk to us, even when they get a system decline. Today we’re assessing the impact and it’s great to get some positive client feedback. They say they like the fact that automated options like this can be added or removed quickly.

After lunch, it’s time for a one-to-one with a team member. I do these every 90 days with her (and each of the team), going through personal development plan targets. I ask her not to be nervous about giving me honest feedback about my management style too.

Back home by early evening, I take my shoes off, love up my blonde Labrador Lola and quickly switch to relaxation mode.

Friday

Whenever I run staff training sessions, the first thing I ask is: “How do you learn? Do you want to be lectured or would you rather do it yourself?”

With a new team member in today’s session, this is especially important.

The group of three works well together on a live claim scenario in the classroom and I stay behind at lunchtime to give one of them some extra help. I tell her it’s best not to rush.

It’s been a great week, full of positivity, and I’m looking forward to some Friday paddleboarding. I’m lucky to live near the beach and love being outside, especially when there’s a challenge involved. I’m really chuffed that I manage to stand up on the board and avoid falling flat on my face.