Diary of an Insurer: MS Amlin's Kate Bandhu

Monday

The week kicks off with a 6.30am conference call to Australia about a major infrastructure claim. 

Even though I no longer actively handle day-to-day claims I like to stay connected with accounts. This is a long-standing client, and it’s good to catch up and get a glimpse of the Sydney skyline.

After coffee and a quick scan of emails, I’m out the door. I recently moved to Whitstable on the Kent coast, and it’s a short walk to the station. I typically spend three or four days in the office each week. 

Claims, at its heart, is about people - and the best interactions are face-to-face.

We explore how artificial intelligence and robotics can streamline processes, freeing up our technical experts from repetitive tasks

Monday mornings are dedicated to one-to-ones with my team. These sessions are a chance to check in, go over caseloads and help with any challenges they might be facing.  It’s also a good opportunity to see how my team are doing on a personal level.

In the afternoon, I meet with our head of casualty underwriting. In these meetings, we examine the bigger strategic picture of our department. We work extremely closely with our underwriting colleagues as part of our commitment to delivering a joined-up underwriting and claims service.

Where we stand out, in particular, is our consistent underwriting and claims presence in meetings with clients, brokers, and cover holders, both in the UK and around the world. 

It’s important clients see both the product and the service and know we’re here to support them from the outset, not just when a claim arises.  

It also helps us to deepen our understanding of the client’s business and the unique challenges they might be facing, strengthen professional relationships and share any trends that we see which might help them in the future.

Tuesday

I start the day with a Peloton ride before heading to the office where I join one of the many regular claims and underwriting team meetings. 

With five sub-classes within the casualty portfolio, I make it a priority to join at least one meeting for every class at least once a month.

Next, it’s off to our weekly casualty team meeting, where I pass on key updates from the claims leadership team. We share information and ideas and stay connected. 

A major talking point is hurricane Milton in the US, and any potential impact it might have on the casualty book.

After lunch, I join an internal workshop on automation with our data analysts. We explore how artificial intelligence and robotics can streamline processes, freeing up our technical experts from repetitive tasks so they can focus on delivering value to clients. We already use some ‘robots’, and are keen to expand this technology into other areas.

The day wraps up with our weekly claims leadership team meeting, and then I’m off to Cannon Street station.

Wednesday

In an otherwise meeting-heavy week, Wednesday is comparatively light. The morning starts with the casualty underwriters’ monthly meeting, where we review the portfolio’s performance. 

I make sure to join these sessions to keep in touch with the underwriting side, ensuring our claims strategy aligns.

The rest of the day is spent on emails and supporting the team with technical issues on active and complex claims.

We’re working on initiatives to highlight the career opportunities in claims and attract a broader social demographic

In the evening, I head to dinner, near Exmouth Market, with our head of casualty underwriting and one of our legal partners. 

While it makes for a late night, these relationships are essential.  As a qualified lawyer, and for my role in general, it’s a useful way to keep up-to-date with the latest legal trends.

Thursday

After a wet and blustery walk to the station, I’m in the City early for a coffee meeting with a potential new hire.  

We meet at a local coffee shop near MS Amlin’s offices in the Leadenhall Building. I find informal conversations are a much better way to get an initial sense of whether someone will be a good fit for the team.

Later that morning, as the NexGen Claims group representative, I attended a London Market Authority Claims Committee meeting, which brings together various claims heads in the market. 

Today’s meeting focuses on one of our core objectives: attracting talent to the market. We’re working on initiatives to highlight the career opportunities in claims and attract a broader social demographic - a topic I’m particularly passionate about.

Next, I meet a coverholder with one our casualty underwriters. We go over account performance, wordings, and claims then head off for dinner near Liverpool Street.  

Crunching the numbers is important, but we also want to build personal connections with brokers and coverholders so they can really get to know us and enjoy working with us.

Friday

After a late night, I’m thankful I don’t need to travel into London today. With a strong coffee in hand, I get on with emails.

Much of the morning is taken up with a technical issue on a directors & officers policy involving an acrimonious dispute between the directors. 

The client doesn’t have any mitigation costs under the policy, but it’s clearly heading towards a claim. Taking a commercial approach, we decide to fund a lawyer to guide the client through the dispute, stepping in to provide help before a formal claim arises.

Later, I have a one-to-one with Clare Constable, our chief claims officer, to discuss the broader picture of what’s going on across the team. The rest of the afternoon is spent catching up on emails, following up actions, and preparing for next week.

My final task is resetting our availability tracker for the next fortnight – a feature that allows everyone to know when individual team members are in or away from the office, which our brokers appreciate. Then, I put my feet up, turn on Netflix and relax.