Broker Q&A with Steven Hale

Name, Job title, Company

Steven Hale, Executive Director, Howden Insurance Brokers

What’s your specialism?

Property Claims

How did you get into insurance?

After finishing college I had no idea what I wanted to do but was looking for an office based role. I was offered a chance to join CE Heath insurance brokers in Southend as a trainee claims technician and have been working in the industry ever since.

What has been the highlight of your career?

Playing a significant part in revolutionising the claims process at Howden, moving the team away from paper files, creating a processing hub and initiating automated processes that have resulted in a more efficient operation which has significantly benefitted our Client offering.

What are the biggest challenges your clients face today?

Trying to bridge the gap between the two main principals on any claim, the Insurer and the Insured. Often communication gets distorted when third party experts and counsel speak on insurers behalf and the same on the insured side also. I try to encourage risk managers on all accounts to engage with claim insurers pre-loss but that is not always possible. A better understanding of how ‘London’ operates would help remove a lot of the uncertainty for Clients when a big claim arrives.

Who is your ‘go to’ person at Berkley Specialty London and why?

I have worked with Dan Trenkel for several years and he is always a pleasure to interact with. Dan is always fair with his assessments on claims and has an excellent understanding of the communication required to maintain commercial relationships for the large account business that we handle.

HOW ARE INNOVATIONS IN TECHNOLOGY IMPACTING THE INDUSTRY?

Innovation in our systems is vital for the London market to stay relevant. Internally we already implement several automated process. I am heavily involved in the broker consultation for Blueprint Two and the market needs to embrace this evolution to improve communication with its Clients and provide a more efficient service.

How important is ‘face to face’?

‘Face to face’ is absolutely essential and it is a major reason why business is placed into London. We are fortunate to work in a very accessible square mile which gives us a massive advantage over international carriers and we should always utilise that by developing ‘in person’ business relationships.

What’s the best piece of advice you have received?

Always act with integrity and if you are unsure on anything always ask.