Diary of an Insurer: Esure’s Charlotte Fielding

Monday

My week kicks off with the usual flurry of emails and updates from the weekend, which helps me work through the key priorities for the week.

Our team starts the week with a quick morning meeting to stay connected and check we’re on track ahead of a busy week. With team members based all across the UK, from Norwich to Portsmouth and Glasgow to Manchester, this is a great chance to get some face time with each other and keep in close contact.

I then dive into preparations for our monthly product committee meeting, where we assess whether new and existing products are fit for purpose, review customer feedback and conduct market research before making decisions on improvements or new launches.

Home insurance is such a complex and personal product – no two homes are the same – and it’s always rewarding to see how our efforts translate into better outcomes for customers.

Last year, we launched two new home insurance products across four channels in just seven months. It was a massive effort, but the results speak for themselves – we’ve never been quicker to adapt and our approach to rating factors is more innovative than ever. 

Tuesday

Today is quieter on the meeting front, giving me time to focus on the strategic aspects of my role. 

Strategic planning is a really interesting part of my job – I love connecting the dots and ensuring everything we’re doing as a business adds up to a seamless customer experience.  

Later in the week we hold our mid-quarter review, assessing our progress against objectives and whether we need to adjust anything for the remainder of the quarter. 

My team co-ordinate this process and there is a lot of preparation in advance.  

We’ve recently made some significant changes to our claims processes with the help of artificial intelligence and machine learning, so I caught up with our data colleagues to discuss the ways we will integrate this technology to enhance our operations.

Wednesday

Wednesdays are my day in the office, so it’s an early start for the trek from Dover to Reigate.

The working day begins with our weekly trading meeting, where we discuss sales and renewals performance, and ensure we are driving value.

Later, I attend our manufacturing committee to review the claims side of things and ensure the processes align with our targets and broader strategy.

Being in the office on Wednesdays is also a great chance to catch up with colleagues face-to-face and share updates on our various workstreams.

Thursday

Today I spent more time focusing on preparing the home update for our executive team quarterly review. 

This process is vital for reflecting on our performance over the last quarter, identifying key learnings and setting clear objectives for the months ahead. Part of that preparation involves reviewing home customer feedback, regulatory changes and market trends to help shape our future priorities.

We are also a year on from launching our digital-only insurance product line, and it’s exciting to see the early data coming through from the first renewals. 

Ensuring customers are happy with the service and pricing remains a top priority. I love seeing how the team’s work translates into real outcomes for our customers, whether it’s clearer communication on policy excesses or smoother claims processes. 

When I’m not in meetings, our Cavapoo puppy, Sir Bobby Charlton, keeps me entertained and on my toes. He turned one this year, and while my son wasn’t much of a dog person at first, naming him after a football legend seems to have completely changed his mind.

Friday

I start the day with a seaside run – one of the perks of living in Dover – although dodging the diving seagulls certainly keeps me on my toes.

A quick team meeting rounds off the week, giving us time to reflect on what’s been achieved and ensure everything is in order before the weekend.

Fridays are also when I get to embrace the ‘Mum taxi’ role – with two sporty teenagers, most evenings are spent shuttling between various activities, while weekends are dominated by football.

The week ends on a high note with a well-earned glass of wine or, if I’m lucky, out for a lovely dinner with some friends.

(Images are illustrative only)