How did you join the insurance industry?
I studied film at university and went into retail after I graduated. A friend worked at Slater and Gordon, where there was a vacancy for a Legal Assistant. I got the job despite having no legal background and worked my way up to File Handler.
Keen to take the next step in my career, I applied for a Claims Examiner role in PI at CNA Hardy, assuming it stood for Personal Injury, the area I was working in at the time with Slater and Gordon. It was only during the interview process that I realised it actually referred to Professional Indemnity. I was fortunate to be offered the role and, in many ways, it marked my unexpected introduction into the insurance industry.
Away from the office, I continue to enjoy film and am currently writing a crime novel.
What do you like most about Claims and your role in general?
I enjoy the ownership that comes with handling my own files and the opportunity to get involved with complex claims. My work centres on First Party claims across Property, Product Recall (Crisis Management) and Political Violence. Product Recall is a particular area of interest, the variety and uniqueness of claims continually presents new challenges and learning opportunities.
I work alongside an experienced and supportive team whose expertise is invaluable when navigating intricate claims.
What attracted you to IQUW?
During the interview process, everyone I met spoke very highly of the company. The way IQUW’s collaborative culture and people were described appealed to me. The idea of being part of a new enterprise was intriguing and it’s been great to see how IQUW has grown over time since I joined.
I came over to IQUW to work in Cyber, which has always fascinated me. I began my career here in August 2023 as a Specialty Claims Adjuster, handling Cyber, Political Violence and Product Recall claims and changed to First Party claims in April 2025. The exposure to a variety of different classes of business has enabled me to adapt and quickly expand my knowledge.
What, in your opinion, differentiates IQUW’s approach?
At IQUW, we are not pigeonholed and limited to one specific area of the business. There are opportunities to be involved with projects inside and outside of claims.
When I started at IQUW, I got to have in-depth catch ups with senior colleagues. We are a cohesive team where everyone is acknowledged and your opinions are listened to. IQUW has an inclusive, flat structure.
We have an internal initiative across IQUW Group called ‘Tea Roulette’ where you get the chance to speak to anyone in the business about anything. It’s a great way to meet people and build new relationships. You get to speak to people who you would never come across usually, like colleagues in other functions and those based in other offices like Bermuda and Swansea.
Can you tell me a bit about the Claims team?
There are four of us in the First Party claims team, which is led by Stuart Bell. In addition to myself, we have Ryan Butcher as Senior First Party Claims Handler, and Jack Harttree, Junior First Party Claims Handler. We are all empowered to make decisions and share our thoughts.
The wider team all focus on different classes of business. We get to see what they are working on in a weekly meeting where everyone shares updates, knowledge and advice. There are 16 claims professionals in the wider team with plans for growth.
What are the main trends in the Claims space at the moment?
Within the Product Recall claims space, consumer goods have been a recent area of focus in the market. In the last year, there has been an uptick in consumer goods being exposed to dangerous cross contamination risks like salmonella, botulism and foreign materials, which are hazards to the public if undetected.
Claims professionals are leading much of the discussion on this at seminars and conferences.
In your role, what are your main aims and priorities and what excites you most about the challenges ahead?
My priority is to become a better adjuster and continue to challenge myself. I’d like to get more involved in the wider business and the market. I am excited about any learning opportunities that may present themselves. I want to be exposed to more complex claims, develop my network, lead with broker and market initiatives, do more public speaking and travel more.
