Our Voice August 2020

GROUP

AUGUST 2020

Over the rainbow THE RESURGENCE EDITION As the nation arises from lockdown into their ‘new normal’, could an even brighter future be on the horizon?

Read the latest about: Introduction to Ardonagh Insurer Insights Volunteering post-lockdown Technology and insurance And much more…

Contents 04

An introduction to Ardonagh

06

Insurer insight: can you ‘pandemic-proof’ the insurance industry?

08

Post lockdown resolutions: Take or Trash

12

Volunteering – and its surprising benefits

14

Kindness Wins

16

Finance focus

20

Beauty in broking: client case study

22

Lockdown life

25

Get to know Jane Bean

26

Your post lockdown to do list

27

Teams behind the scenes

28

The Next Leap: Where could technology take the industry?

Hi all, Please allow me to begin by extending a sincere and heartfelt thank you to all of our staff, Members and Partners. Your resilience, adaptability and tenacity continue to shine through the adversity we face on a daily basis.

Over this time, not only have we survived as a business and helped others to do this same, but we’ve also continued to thrive and flourish in many areas, and part of our more recent success has been the acquisition of Bravo Group by Ardonagh.

This milestone moment is set to transform us as a business, paving the way for staff to develop more than ever before within their roles and offer our Members further access to exclusive services and facilities. This will allow us to continue to collectively grow as a formidable entity and reinforce our position as leaders within our field.

We will continue to keep you updated as developments unfold and how these changes might affect our day-to-day working. Needless to say, any changes that arise throughout this transition should not affect our strategic direction or our existing trading brand identities. We only anticipate and expect that as we embark on this new chapter, our position will be strengthened as we continue to innovate and evolve in this uncertain climate.

ADAPTING TO CHANGE On the subject of change, it’s clear that as a Group, we have had to quickly adapt across all areas of the business, utilising new technologies, balancing home and work life and finding new ways to communicate with each other. This has led many of us to question the old way of doing things and in turn, to think about what changes we can make now to ensure we don’t revert back to these when we return to some semblance of ‘normal’.

It’s essential that as a Group and across the whole industry that we look forward, learn and evolve with the changes that we’re faced with in order to help each other and our clients to remain resilient.

And that’s where the theme of this month’s edition of Our Voice comes in. The nation is now in a resurgence with many businesses having been given the green light to reopen their doors. Our global fight against COVID-19 is by no means over and while there’s still uncertainty around the corner, this issue focuses on what we have done and what we will be doing going forward to protect ourselves and each other while focusing on coming out of the other side stronger than ever.

There’s a lot of change on the horizon, and as we tackle and embrace this together, I’m proud to walk this path alongside you.

Yours,

Des O’Connor OUR

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AN

INTRODUCTION TO

It has been a few weeks since the announcement that Bravo Group is now part of Ardonagh’s Advisory platform. This is an exciting time for us all and will truly help us to grow and cement our leading position in the market. So, in this edition of Our Voice, we wanted to provide you with an opportunity to learn a bit more about the Ardonagh Group.

60 seconds with...

A r d o n a g h A d v i s o r y C E O, R o b Wo r r e l l TELL US HOW YOU GOT INTO THE INDUSTRY? At the age of 18, I started as an A Level Trainee at Provincial Insurance. I got my first broking job shortly before my 21st birthday, working as a Commercial Account Handler. I owe so much to Kevin Cody, now MD of Broker Network Member Radius Insurance Brokers, who gave me that job, as it started a real love affair with broking. When I was 24, along with three older (and far wiser) friends, I set up The Insurance Partnership (TIP). TIP grew to £60m+ GWP, up to its sale to Jelf in 2013. Within Jelf, I became CEO of the General Insurance Broking Division, before joining Ardonagh in 2017. I still remain active, seeing clients regularly and sitting on Aviva’s Retail Council and Allianz’s Strategic Partner Forum.

IF YOU HAD TO DESCRIBE THE ADVISORY PLATFORM IN THREE WORDS WHAT WOULD THEY BE? Resilient, diverse, unstoppable.

WH AT I S T HE M O ST EXC I TI N G TH I N G FOR YO U ABOUT T HE B RAVO G RO UP B ECO MIN G PART OF ADVI SO RY ?

It feels to me as if it is ‘coming home’ and I am being reunited with some old trusted, highly rated and valued friends, as well as having the chance to work with some new colleagues who I have previously admired from afar. In terms of the networks, at heart I will always think like an independent broker.

WH AT I S YOU R FAVO URI TE TH I N G A B O UT YO U R J OB AND WO RK I N G FO R A RD O N AGH ?

Being both trusted and empowered by David Ross, the CEO of Ardonagh, seems to bring the best out of me; as such, I am lucky enough to have a wide remit, which is my favourite aspect, although there are a number of other positives.

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Ardonagh

WH AT GOALS DO YOU H AVE FOR TH E NEXT F IVE YE ARS FOR TH E ADVISORY PL ATFORM? I want us to keep improving, raising the quality bar and be the very best version of ourselves – both clients and colleagues deserve the best of us.

I aspire, as do my leadership team, to deliver that and be relentless in its pursuit.

“It feels to me as if it is ‘coming home’ ” WH E N YOU ’RE N OT WORKIN G , WH E RE WOU L D WE F IN D YOU ?

At home with my family, in the gym or, if the weather permits, on the golf course.

WH AT ’ S YOU R SEC RE T TAL E N T TH AT N O ON E KN OWS AB OUT ?

I haven’t many talents, whether secret or otherwise, but I can touch my nose with my tongue – says more about the size of my nose than my tongue!

WHAT ARE YOU MOST LOOKING FORWARD TO WHEN THE CORONAVIRUS PANDEMIC IS OVER? I used to be either a f irm hand-shaker or a hugger – returning to either or both would be lovely but there’s no early signs that that will be the case.

ACTion to help local communities As we’re now part of Ardonagh, you can use its registered charity to make a difference to causes close to your heart. Ardonagh Community Trust, or ‘ACT’ as it is known, has a simple mission… to help local communities become stronger, better and brighter.

As insurance businesses, we’re uniquely connected to our local areas and ACT allows everyone across Ardonagh to harness the spirit, resilience and unique perspective to make a real impact on causes and communities.

ACT delivers a dedicated and focused f inancial support programme to UK communities through its four pillars:

Match

Grant

Charity

Volunteering

ACT matches employee fundraising efforts up to the value of £200 per person, for any UK registered charity, all year round.

Through quarterly grants of up to £5k, the grant programme helps to fund community projects and causes close to the Ardonagh family.

A national partnership with Mind, the mental health charity, focuses on raising funds to help its vital work and improve awareness.

From January 2020, all Ardonagh colleagues receive one paid day a year to volunteer and support a charity or community project.

h Intro

To date, ACT has: • Matched £75k of funds raised by the people of Ardonagh • Granted over £260k to 64 projects, f rom schools to foodbanks, football teams to shelters and more • Donated £150k to charity partner Mind.

If you’re planning a fundraiser and want to apply for match funding or know a charity who would benefit from the next round of community grants, simply complete an application form (on Ethos Vision for Ethos Brokers and Teams for Broker Network, Compass and Bravo staff) and email it to info@ardonaghtrust.org. Applications for the Q3 round of community grants close on Friday 28th August and will be announced after the next Trustee meeting on 23rd September.

CLICK HERE TO FIND OUT MORE ABOUT ACT

Go Green Day Save Friday 25th September in your calendar!

Since the start, ACT has been driven by the passion and creativity of Ardonagh’s people, never more so than on its annual Go Green Days, which have raised more than £220k for charities and Community Interest Companies (CICs) embedded in the localities that employees live and work within.

Following the impact of the pandemic and to acknowledge the dedication and generosity of Ardonagh’s people over the past few years, in 2020, Go Green Day will look a little different.

This year, ACT is giving your teams and off ices the opportunity to make a direct difference to a cause in your community.

You’ll hear more in the coming weeks but for now, keep 25th September free in your diary, and start thinking about a local charity or community organisation that you’d like to give back to as a team.

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INSURER INSIGHT

CAN YOU

F O O R P C EMI

D N A P INSURANCE THE

?

Y R T INDUS

The Coronavirus has highlighted how underprepared the world was for a global pandemic. It has impacted all aspects of our lives, as well as how businesses operate, including those in the insurance sector and their clients. A survey conducted by the CII showed the reality of how it has affected policyholders, revealing that six out of 10 insurance professionals in the UK have been contacted by customers who are struggling to afford their insurance payments.

The question is, can you ‘pandemic-proof’ the industry and what measures can be put in place to better protect the public going forward? We spoke to some of some of our Strategic Insurer Partners to gain a better understanding.

Russell White, Director of Distribution at Ageas, believes that “the industry itself has been pretty resilient”, but that we all need to work together to support UK businesses.

“We haven’t been exposed in the way that leisure or hospitality industries have. Clearly, one of the challenges the pandemic has highlighted is around policy wordings and customer expectations of the policy they have purchased, as is evident in the current FCA BI test case going through court,” he continues. “As one industry, we need to lean-in, respond to the decision of the court and proactively discuss how we stop this happening again – and continue to work on ensuring that customers clearly know that the product selected or recommended meets their needs.”

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When asked what initiatives Ageas has in place to ‘pandemic-proof’ its business, Russell adds, “Our current thinking includes a permanent change in attitude to different ways of working, so that we can sustain the agility and flexibility that we’ve accrued over the last few months – responding to needs, if we have to reflect another lockdown situation. We will also be designing and building products that are flexible enough to respond to customers’ needs, even under these extreme circumstances.”

What can we do to bolster the industry in the future? “Feedback from our brokers and customers points to video-connections being the new normal – and we believe this is an opportunity to strengthen the insurance industry’s relationships with vulnerable consumers in particular,” says Russell. “To answer that feedback, we’re creating a new Video Account Management Team for broker partners who don’t currently have a face-to-face Ageas Account Manager; they will be able to offer everything that an Account Manager would do in an office.”

Russell adds, “For the short and long term, we and our peers do need to recapture the confidence of brokers and the public generally – everyone should take time to review and reassess their Business Continuity Plans through COVID eyes, and be confident in delivering improved, technology-driven business as usual.”

During the pandemic, NIG has kept its focus on customers and “has shown flexibility on policy terms and conditions to respond to their emerging needs”, says Sonya Bryson, Managing Director.

She continues, “This includes extending our unoccupancy terms, prioritising return premiums to help customers’ cash flow, waiving cancellation and instalment interest charges and offering premium payment holidays. We also launched NIG Risk Assist, a portal offering both our brokers and policyholders a range of online tools to help manage and reduce risks in their business. Along with health and safety assessments, a virtual HR department, business continuity guidance, e-learning and an ask the expert service, Risk Assist also has a COVID-19 Hub and valuable advice around restarting business activities post lockdown. It’s available online 24/7 and can be accessed from anywhere – a tangible demonstration of NIG supporting customers’ needs.”

As part of its continuous improvement approach, NIG also regularly reviews its products to ensure they meet customer needs. Sonya explains, “A recent example would be our highly rated Business from Home product. We’ll be refining data capture to reduce quotation referrals and improve the customer journey, as well as increasing policy limits on Business Interruption, goods in transit and household contents. We’re already heavily invested in initiatives, such as our Business Reactivation Toolkit to help clients navigate these challenging times and will be looking to develop these further.”

He adds, “We must remember our role as an industry is to enable people in their working and personal lives – appreciating that COVID-19 has significantly impacted this. We’ve worked incredibly hard throughout the pandemic to support our customers, and we need to keep demonstrating the value we bring and learning as we move through the pandemic and beyond.”

One of the ways Allianz has assisted its customers is taking a more flexible approach on changes to business descriptions and working closely with brokers to ensure that customers aren’t unintentionally uninsured by difficulties with renewals. Also, its engineer surveyors, who are classified as key workers, have continued on the frontline to ensure factories, hospitals and other key services are safe and can continue to run smoothly. Back in April, Allianz responded quickly to prioritise early inspection of six lifts at the London Nightingale NHS hospital, prior to the admission of COVID-19 patients.

What do you think? How do you think the industry we all work in can be ‘pandemicproofed’ in the future? What would you like to see?

Talk to us: internalcommunications@bravo-group.co.uk

Considering the future of the industry, Mark Terry, Strategic Account Manager at Allianz, believes a partnership approach between brokers and insurers will be vital. “Insurance will no doubt play a key role in the aftermath of COVID-19. Our customers, regardless of the size of their business, will now be thinking more about their resilience, risk management capabilities and the detail and flexibility of their insurance needs going forward.

This reasserts the role of the broker and insurer partnership, providing expert advice and devising solutions that truly meet our customers’ changing needs.”

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As many of us start to emerge from lockdown, we have a chance to keep up the good routines we’ve developed over the past few months – and wave goodbye to some bad habits that have crept in! A few people from around the Group shared with us what they’ll take from lockdown, and what they’ll trash…

NIAMH DURKAN

Head of People, Ethos Broking

Not booking up every evening and weekend; its nice to have some time to yourself and not have to rush constantly to meet friends and family.

Online shopping, I need to remember I don’t have shares in ASOS and am not responsible for keeping the economy afloat!

PETER FOSTER

Regional MD (South), Ethos Broking

I will definitely be taking the work life balance forward. My exercise regime was poor for someone who was very fit in younger years. During lockdown I have run circa 600km and employed a PT twice per week to do strength and conditioning work. I feel better, have a clearer head and believe it makes me more productive.

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I’ll be stopping the unnecessary travel and very long hours that accompany that way of life. It’s unproductive, expensive, terrible for family life and forces exercise out of one’s schedule due to time pressure. It’s the quickest way to burn out and lockdown has shown me the light! I can reduce my travel and hotel nights by 50% and by using MS Teams etc.

ANDREW HAINSWORTH

Placement Team Executive, Broker Network

I’ve started to make sure I take 30 mins at the end of each day, to switch off by either going for a walk, listening to a podcast or doing some form of exercise.

I need to cancel my Netflix subscription; I don’t know if it’s possible to complete Netflix but I don’t feel like I’m far from it!

ERIC RICHARDSON

Managing Director, Boyd Insurance

Appreciation of my wife’s culinary talents which I was never previously home in time to enjoy.

Home haircuts, she might be a good cook but…

CHLOE GRINTER

Executive PA, Bravo Group

Remembering to appreciate the little things, it’s easy to take things for granted, like BBQs and walks with friends.

So, I’m going to have to stop online cushion shopping! How many cushions does a girl really need?

ALAN SUMNER

Regional MD (North), Ethos Broking

I’m walking the dog much more than I ever did and I want to continue with this – I never got the chance on weekdays before lockdown. I’m also more conscious on what I am spending money on, so hope to keep to less discretionary spending!

I’ll stop expensive travel/ overnight stays and use Teams calls wherever possible. Also, I might need to stop my midmorning ‘tea and toast’ and afternoon ‘tea and biscuit’ regimes, although my diet has improved with more homemade meals, less takeaways or shop bought sandwiches…

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SIMON COLETTA

Insurer Markets & Product Executive, Ethos Broking

Going for a walk every day. Also, doing a weekly drawing challenge with my mum!

Breaking my house in the name of DIY… I’ll help re-boot the economy by graciously paying expert tradespeople to do a far better job than I could ever manage!

LORNA WRIGLEY

Head of Engagement, Bravo Group

A break at lunch time – due to kids being at home, where my diary permits, I’ve tried to sit and eat lunch with them, away from the computer screen, which has been lovely.

Slouching whilst I sit! I need to be more mindful of how I’m sitting and my posture, remind myself to factor in more time to move even if it’s a quick stand and stretch.

BARRY MURPHY

Compliance Support Officer, Broker Network

More exercise and eating healthier.

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‘Manky Mondays’ – stop eating Maltesers and Double Decker ice cream on a Monday night!

AARON BUNYAN

Business Development Manager, Compass

Walking two hours each day, unbelievable how this has helped me clear my head, plus it means I can take calls on the move.

Less miles in the car, I can be even more productive on video calls verses driving five hours a day.

ANN DEWIS

Business Development Manager, Broker Network

Cooking more meals from scratch again and also using some of the ingredients from my own garden, I’ve had more time to get back out and enjoy gardening again! I originally wanted to work in horticulture but in my teens I suffered with hay fever so was advised against taking this route.

Drinking too much tea while I am working! My husband is used to regular tea / coffee breaks so I get a regular cup of tea delivered throughout the day!

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Claire Russell is Operations Director of Ethos Broking Partner, Perry Appleton. She also owns a mental health training business, is a volunteer with Samaritans, and a prolific public speaker.

Volunteering – and its surprising benefits

I’ve been an insurance broker all my adult life – it’s definitely part of who I am. I am also a listening volunteer with the Samaritans – and I can no more imagine not doing that, than I can imagine not being an insurance broker.

I talk about my volunteer role a lot, not because I want a pat on the back but because I hope that by talking about my experiences, I might encourage others to consider doing some volunteer work themselves.

I always wanted to be a Samaritan, ever since being a little girl. Not that I knew really what it involved, but I knew people that were Samaritans and I always had a desire to help

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people. I eventually decided to enroll and do the training, after having experienced a mental/ emotional breakdown myself. I considered myself lucky, as I had lots of loving, caring friends and family who supported me while I was ill – and helped me to find the tools I needed to recover. I was very aware that not everyone was as fortunate and I wanted to help those that were not.

Training to be a Samaritan was tough! I had to let go of a whole load of judgment that I didn’t know I had, I had to learn how to really listen and I had to stop trying to fix people and accept that everyone has the right to self determination. As a Samaritan, you have to

be able to sit with people, to get alongside them at their darkest times, to listen without judgment and offer a safe place to talk about whatever is troubling them. In ‘normal times’, i.e. when we aren’t dealing with a pandemic, we take calls at over 200 branches around the UK, respond to emails, receive callers in our branches and we also go out and do outreach work. It is a commitment, we give up our time to provide care and support to people who need us – and it is incredibly rewarding.

You might be wondering why anyone would give up their time and take on the emotional burden of other people’s problems. After all, we are all busy, aren’t we? We all have our own problems.

On a personal level, I can honestly say that I get far more out of being a volunteer than it takes from me. It is an extraordinary opportunity for personal development, I have learned many new skills and I’ve made wonderful new friends. It is an enormous privilege to have someone share their most painful moments, and to help them to explore different ways of looking at their circumstances. It is an incredible feeling to know that you have been there for someone when they most needed someone, and to know that you might have helped them to change the course of their life.

All humans need to have a sense of purpose – it is key to happiness and mental wellbeing. For some people, that comes from their work; for some people it comes from their family; and for some people that sense of purpose could come from doing something on a voluntary basis.

On a societal level, volunteer work is fundamental to a healthy community – there are thousands of amazing charities that just couldn’t survive without the volunteers who run them and staff them; and millions of service users who would not be able to access the help and support they need. We need people who are willing to give their time, their compassion, their unique skills.

There are so many ways to volunteer, from soup kitchens, to dog walking, to companion services, to school governors – and it doesn’t have to involve a big time commitment if you don’t want.

Giving even in small ways can help those in need – and you can find a volunteer role that will allow you to use your current skills, develop new skills and possibly even help to advance your career.

For more information on volunteering with Samaritans, see here.

To explore what other volunteer opportunities might be available, take a look here.

If you are struggling and need someone to talk to, you can contact Samaritans, free, 24/7 on 116123 or email at jo@samaritans.org.

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Kindness Wins

Kindness wins for all: find out who won a £1000 donation to their chosen charity in our competition with Ecclesiastical

Back in May, we asked Members to let us know about their kind acts in the community and those of their clients for a chance to win a £1000 donation towards a charity of their choice for our Kindness Wins competition in partnership with Ecclesiastical.

Unsurprisingly, given the consideration we see from brokers time and time again, there were plenty of entries to choose from, as we saw truly wonderful examples of extending support and kindness to the wider community.

£1000

But, we could only pick two winners from each network:

Jukes Insurance, nominating Anna-Kate Morris

Risk Kitchen, nominating their client, Mitch’s Kitchen

Our first winner for Broker Network was Jukes Insurance, who nominated the daughter of one of their clients, Anna-Kate Morris. 17-year-old Anna-Kate inspired hundreds of people across Worcestershire to knit, crochet, and sew hearts for those in need of a lift when she created the Facebook group Worcestershire Hearts of Joy.

Our second winner for Broker Network was Risk Kitchen, who nominated their client, Mitch’s Kitchen. The vegan food firm donated food parcels to families with young children who were medically vulnerable and shielding, in partnership with charity Ripples of Compassion. Of course, it is this charity that has been chosen as the beneficiary of Risk Kitchen’s £1000 donation.

Over 15,000 hearts were distributed, bringing much needed kindness and love to those suffering across the region through an extremely difficult time.

Anna-Kate chose the Rose Peters Foundation to receive the winning donation. The charity supports families with children in intensive care and those coping with neonatal loss, infant loss, stillbirth or miscarriage.

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A spokesperson from Ripples of Compassion told us the donation would contribute to two new projects alongside continued support of bereaved parents. These include providing food parcels to support families of children with cancer in hospital, and helping children manage anxieties around their treatment with the development of flashcards.

Dobson & Hodge Centenary Team Our first winner for Compass was Dobson & Hodge, who nominated their centenary team.

Lockdown didn’t stop them continuing their charitable 100 year celebrations, as they collected gifts, equipment, food and essentials for multiple charities in their local area.

Dobson and Hodge have chosen one of the charities they have been supporting as part of their 100 acts of kindness campaign, Changing Little Lives Doncaster Creche.

Manager Sharon Wilson said she was “so excited” that Dobson & Hodge chose the charity which currently supports around 100 families and 140 children with stay and play activities for children who have been through difficult circumstances, as well as free hot, healthy meals. Sharon explained she would like to plan a day trip to create new, happy experiences, “The benefits of a day out together are just overwhelming and will stay with the families for a long time. I cannot emphasise enough what a difference financial support means to myself professionally, with support I am able to put into practice my aims for the children.”

Marc Kirker, Spencer Hayes Our second winner for Compass is Spencer Hayes, whose Development Director Marc Kirker has done everything he can to support his local community in difficult times, from lining up people who had lost their jobs with opportunities, offering his car to a recruitment company for candidates to get to interviews, and even raising money for a local charity by painting pet portraits.

Marc has chosen his winning donation to go towards Blackburn with Darwen Carers, a charity which offers support for family members or friends who take care of a loved one with an illness or disability.

A special mention and thank you to our other entrants We saw many other examples of caring acts from brokers and their clients, as evidenced by our other entries.

Acres Insurance Brokers decided to provide meals that would have been prepared for their agricultural events to the staff at Kettering General Hospital as a thank you for all the brave work they are doing.

Meanwhile there was a change of pace for Ben Amos of Caleb Roberts, who ran 100 miles in May to raise money and awareness for Mind, raising a total of £526, with an incredible team total of £112,000.

Suzanne Davies of The Insurance Centre offered her support to healthcare workers in a different way, bringing her sewing machine back into action to sew scrubs, while working full time and looking after three vulnerable people.

Although Suzanne didn’t secure the £1000 donation on this occasion for her chosen cause, St John’s Hospice – her employers at The Insurance Centre decided to donate £250 on her behalf in acknowledgement of her efforts.

And finally Affinity Insurance Brokers shared the efforts of a client who operates a family-run jeweller, and, on the side in response to COVID-19, a bike repair and restoration project. Keen cyclist Martin Zelley offered his service for free to NHS employees, while encouraging donations from others, so far raising a phenomenal £16,507.

MD of Networks and Products, Jaime Swindle, reflected on how quickly and willingly people have stepped up in difficult times, “The crisis has brought out the kindness and creativity of countless individuals and businesses, serving as an inspiration to us all when it had been needed most.”

Chris Withers, Broker Distribution Director at Ecclesiastical added, “By doing things differently, we can build a movement for good.”

Here is Suzanne’s handiwork being modelled by healthcare worker at St John’s Hospice, Jessica May.

Find out more by visiting his Facebook page.

In highlighting these kind acts our entrants have contributed to a widespread positive message of coming together for others and shown just how prevalent and varied these instances are in communities across the country.

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FINANCE

It feels as though 2020 is going by at lightning speed; we’re already into the second half of the year, with the majority of us working remotely for more than five months now. The numbers have been crunched across the Bravo Group for the first half of the year, so we caught up with our Group CFO Simon Drew to find out how they’re looking.

“

I’m pleased to say that, despite being in a global pandemic and now an economic recession caused by COVID-19, our figures are looking good. For the first half of 2020, our profits¹ are down 2% on the budget we set for January to June but up 4% compared to the same period last year.

“We had a solid Q1, which offset some of the loss of revenue in Q2, as a result of the Coronavirus. Having said that, we did better in Q2 than we initially thought we would at the start of the COVID-19 pandemic and lockdown period. It also helped that were able to make some cost saving measures as well; for example, as we’ve not been able to attend events physically during Q2, expenses were lower. I’m positive that we will see a further improvement in the figures for Q3 and Q4 as many businesses have already reopened, and the economy slowly begins to heal.

“

SIMON DREW Group Chief Financial Officer

“Overall, the numbers show that the combination of Ethos Broking, Broker Network, Compass Network, Compass London Markets and Broker Network Underwriting makes us a collective of strong, resilient businesses, as you will read a little later via insight from Ewen Brown in CLM. Now we are part of the wider Ardonagh Group, there will only be more opportunities for to us grow for the remainder of the year. *The business actually achieved budget for the 6 months to June but we made an allowance of £250k of Project Green related costs to cover us for H2.

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WHAT ARE THE HALF YEAR FIGURES FOR JANUARY TO JUNE?

45 40

Revenue

£41.2m

£39.5m

£39.3m

EBITDA

35 (1) The business actually achieved budget for the 6 months to June but we made an allowance of £250k of Project Green related costs to cover us for H2

30 25 20 15

£11.2m

£10.5m

10

£11.0m1

5 0

2019

2020 Forecasted

Actual Jan’ to June 2020

WHAT IS E B I T DA? EBITDA stands for earnings before interest, taxes, depreciation, and amortization. Put simply, it is a measure of a company’s prof it.

WHAT AR E TH E Q2 FIG U RES I N ISOL ATION ?

25

Revenue

£22.8m £21.3m

£20.6m

20

EBITDA

15

10 £6.5m

£7.3m

£6.8m

5

0

2019

2020 Forecasted

Actual April to June 2020

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CLM RISES TO THE CHALLENGE We also spoke to Ewen Brown, Sales Director at CLM, to find out how our London Markets team have adapted to the COVID-19 pandemic, and how that has affected the numbers in H1.

“

At the start of 2020, we were clearly moving into a hard market and were seeing huge challenges particularly on Property and Professional Indemnity risks. Prices were going up and this saw more business coming into London, as composite insurers and MGAs reduced their appetite. Our numbers very much reflected that and both renewals and new business were ahead of budget, thanks to the support of our producing brokers within Ethos Broking, Compass and Broker Network and other key relationships.

“COVID-19 changed the dynamic and market conditions in two ways for us. Renewal and mid-term income reduced as businesses responded to the pandemic by downsizing projected turnovers and the numbers of vehicles they operated. However, it seems that the London Markets were quicker and more flexible to respond to market conditions and month on month saw enquiry and order numbers increase even more than anticipated, culminating in June’s figures for CLM, which saw a staggering 197 new policies placed.

“I envisage that for the rest of 2020, we’ll see new business figures continue to exceed budget and renewals to stabilise and pick up again in Q3 and Q4. Hopefully, most of those businesses that shut down or reduced operations during lockdown will open again and they will need to reinstate their insurance cover accordingly.

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“

EWEN BROWN Sales Director, CLM

“I’m continually impressed by just how the staff at CLM have adapted to remote working and the tireless commitment they have made to deliver in trying times. The numbers are a reflection of that and, of course, the support of the brokers that work with us.

January 1,464,968 1,454,512

Renewal Budget (GWP)

800,492

Renewal Achieved (GWP)

1,058,468

New Business Budget (GWP)

March 1,823,708

New Business Achieved (GWP)

1,621,761

1,139,447 1,764,753

June 2,032,854 1,775,298

958,165 2,294,528

TOTA LS January

March

June

Total Budget (GWP)

Total Achieved (GWP)

2,265,460

2,512,980

Total Budget (GWP)

Total Achieved (GWP)

2,963,155

3,386,514

Total Budget (GWP)

Total Achieved (GWP)

2,991,019

4,069,826

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Beauty in CLIENT CASE STUDY

Broking

How Ethos Broking Partners, Finch Group, helped one of the biggest names in the aesthetics industry stay protected over COVID-19.

LEADING THE WAY IN COSMETIC COURSES AND TREATMENTS Since Cosmetic Couture was founded by CEO Maxine Hopley in 2012, it has become one of the most popular centres for a range of aesthetic treatments and in that time has helped over a quarter of a million happy clients. Cosmetic Couture trains both medics and non-medics in a wide range of techniques and treatments, many of these trademarked to them. These are recognised as industry and fashion-leading names, including B-Stung and HD Lips. With a deep understanding of the aesthetics industry and its history, Cosmetic Couture is made up of doctors and nurses, prescribers and teachers with more than 100 years’ experience in aesthetics and beauty treatments.

NAVIGATING A PANDEMIC Before COVID-19 struck, Cosmetic Couture were thriving, training thousands of students who proceeded to have successful careers within the aesthetics and beauty industry. Yet, like many other businesses in March 2020, they were forced into a total business shutdown. This meant postponing all courses, a major blow for a business going full steam ahead leading up to lockdown.

When they temporarily ceased operations, the instinctive reaction of the people behind Cosmetic Couture was to completely cancel their insurance as, after all, why pay for something when you’re not using it?

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MAKING WAY FOR FINCH GROUP

Thankfully at the start of 2020, Cosmetic Couture had switched to Finch Group as their chosen insurance broker in order to get all their policies with different businesses in one place.

When they first considered cancelling their insurance, they turned to their Senior Account Executive, Jane Legg, for advice who “took time to understand [their] needs and respond accordingly”.

Jane was able to explain the vital importance of continuous cover and keeping it in place over the lockdown period. Due to the relationship they had built with Finch Group, they heeded this advice, maintaining their financial safety net in the process. This meant that should any claims arise from pre-lockdown, the business wouldn’t get caught short.

TAKING COSMETIC COUTURE COURSES ONLINE From there the business quickly began to turn things around, starting off with an initiative to get all their theory training online as soon as they could. This enabled students to sign up and study while awaiting Cosmetic Couture’s reopening for their practical exam. Throughout lockdown, they stayed active and engaged over their social media channels, continuing to promote their services and courses while offering discounts to keep momentum going.

LOOKING TO THE FUTURE Despite their best efforts, the aesthetics and beauty treatment industry has been amongst the hardest hit and one of the last to reopen in the easing of lockdown. But now there has been some light at the end of the tunnel. Following the Prime Minister, Boris Johnson’s, announcement that close contact beauty treatments can resume on 15th August, the company has announced they will finally be able to welcome back all clients and students at this time and get back to their ‘new normal’.

While the business has found it difficult to source insurance they can rely on in the past due to lack of transparency with terms, conditions and exclusions, they have found that the support from a trusted broker has so far been invaluable to them.

Pete Richardson, Consultant for Cosmetic Couture, told us, “With Finch Group, it’s great that we can pick up the phone and speak to a trusted individual who we consider to be a member of our team. They now handle all our insurance and we actively recommend them to our students and members of the charity we work with – The Association of Cosmetic Practitioners of Britain.”

se Studies

To find out more about the services Cosmetic Couture offer, visit their website here.

To find out more about Finch Group’s dedicated Aesthetics, Beauty and Cosmetics Insurance click here.

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LOCKDOWN LIFE NAME: Paul Goodman

JOB TITLE: Managing Director

Working f rom home has been a huge adjustment period for us all, and none more so than for our new starters across the Group.

We’ve spoken to a few of the f resh faces across the business to f ind out how it has been starting a new job during, or just before, the country went into lockdown.

AREA OF THE BUSINESS: Finch Group, Ethos Broking HOW HAS IT BEEN JOINING ETHOS BROKING DURING LOCKDOWN? It has certainly been different, learning the nuances of a new role and company always takes a bit of time. The lockdown has helped in certain areas with less distractions, especially in the early days, but has truly delayed getting to know the great colleagues which make Finch what it is, and the wider community at Bravo and Ethos.

SUM UP YOUR JOB UP IN FIVE WORDS: I should currently say Teams, Teams, Teams, email, Teams. Or more appropriately, diverse, stimulating, enjoyable, thought-provoking, (and finally) Teams.

WHAT ARE YOU MOST LOOKING FORWARD TO WHEN WE EMERGE FROM THE PANDEMIC? Having a hug with my mother, who is in a dementia care home, and not having my glasses steam up from wearing a mask.

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NAME: Adam Ward JOB TITLE: Client Services Manager AREA OF THE BUSINESS: Bravo Group HOW HAS IT BEEN JOINING THE BRAVO GROUP JUST AS WE WENT INTO LOCKDOWN? I started with the business just two weeks prior to lockdown so, luckily, I managed to meet people face-to-face.

As I currently manage two teams, it’s been quite surprising how easy it’s been to get to know them video calls have played a huge part in this. Everyone I’ve met has been welcoming and it seems as though a collective effort has been made to rally together and make this difficult situation work.

HOW DO YOU WIND DOWN AFTER WORK? With two young children it takes a while to wind down completely on an evening! I’ve started playing more golf and – providing I play reasonably well – that helps.

NAME: Rosie Walker JOB TITLE: Regulatory File Auditor AREA OF THE BUSINESS: Broker Network HOW HAS IT BEEN JOINING BROKER NETWORK DURING LOCKDOWN? It has been very different, there have been lots of meetings on Teams, but my team are incredibly supportive and very much welcomed me with open arms. They are always on hand to answer my questions (and I ask a lot of questions!).

WHAT’S THE BEST PIECE OF ADVICE YOU’VE EVER RECEIVED? You don’t know what you don’t know. It’s my mantra when I’m being too hard on myself when I’m learning a new job role and I’ve missed something.

NAME: Vicci Williams JOB TITLE: Offshore & Marine Broker AREA OF THE BUSINESS: Bennett Christmas, Ethos Broking HOW HAS IT BEEN JOINING ETHOS BROKING DURING LOCKDOWN? It has been a welcome venture at this time of uncertainty. It has been extraordinary in the sense that I haven’t been travelling to an office or meeting my new colleagues in person, instead it has been an experience in communicating via Zoom and Teams. It has shown me how much technology can enable you to feel connected and that you can work remotely and not feel disadvantaged.

WHO INSPIRES YOU AND WHY? My dad, as he originally formed the company ‘Offshore and Marine’. He is so knowledgeable and always regarded highly by clients by providing a unique and outstanding service, which are the work ethics that I pride myself on.

NAME: Joe Aldridge JOB TITLE: Account Handler AREA OF THE BUSINESS: Compass London Markets HOW HAS IT BEEN JOINING COMPASS LONDON MARKETS DURING LOCKDOWN? Joining Bravo during these unprecedented times has not come without its challenges, but the CLM team have been really great in providing support and guidance, despite them all working remotely. I already feel part of the team and look forward to getting to know everyone better over a drink once we return to the city.

NAME: Sam Grantham JOB TITLE: HR Systems Implementation Specialist AREA OF THE BUSINESS: Bravo Group HOW HAS IT BEEN JOINING THE BRAVO GROUP DURING LOCKDOWN? A little weird but having such a good team around me has made it easier.

SUM YOUR JOB UP IN FIVE WORDS: The techy side of HR. HOW DO YOU WIND DOWN AFTER WORK? Football, squash, rugby, whiskey…

NAME: Laura-Jane McGee JOB TITLE: Commercial Account Handler AREA OF THE BUSINESS: T&R, Ethos Broking HOW HAS IT BEEN JOINING ETHOS BROKING DURING LOCKDOWN? A little daunting having to ‘meet’ colleagues virtually rather than in person!

But overall, I just feel extremely lucky given the current economic climate.

WHAT ARE YOU MOST LOOKING FORWARD TO WHEN WE EMERGE FROM THE PANDEMIC? Grandparents being able to resume babysitting duties.

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NAME: Josh Berry JOB TITLE: Financial Accountant AREA OF THE BUSINESS: Bravo Group HOW HAS IT BEEN JOINING THE BRAVO GROUP DURING LOCKDOWN? I wasn’t expecting to be permanently working from home when I accepted the offer! So, that was a change, but I’m really enjoying it so far and looking forward to meeting everyone in the office post pandemic.

WHO INSPIRES YOU AND WHY? My family (especially my grandparents) – they have all done lots with their lives and have loads of amazing stories to tell, so it encourages me to have my own stories to tell later in life!

NAME: Allen Laidler JOB TITLE: Senior Business Analyst AREA OF THE BUSINESS: Broker Network HOW HAS IT BEEN JOINING BROKER NETWORK DURING LOCKDOWN? Joining Broker Network during lockdown hasn’t proved to be much of a challenge for me, and I have settled in well. I am very accustomed to the culture of working from home and have done this for several years. Both in offices and at home, it has been normal for me to work with colleagues nationally and globally via the technology Bravo Group is currently utilising.

NAME: Iain Dickson JOB TITLE: Learning and Development Specialist AREA OF THE BUSINESS: Bravo Group HOW HAS IT BEEN JOINING THE BRAVO GROUP JUST AS WE WENT INTO LOCKDOWN? I’ve worked from home in previous roles before, so it’s not an unnatural way of working for me. The whole ‘being in lockdown’ was a different experience though. My team have been great, we have regular calls and check in on each other. The wider HR team have been really helpful too, we have a weekly Teams call to discuss all relevant topics and also a weekly social meeting for a bit of fun and team building.

WHAT ARE YOU MOST LOOKING FORWARD TO WHEN WE EMERGE FROM THE PANDEMIC? Going abroad without having to quarantine when you get home!

NAME: Dennis Campbell JOB TITLE: Group Financial Control Accountant AREA OF THE BUSINESS: Bravo Group

WHO INSPIRES YOU AND WHY? Being from County Durham, my parents (and the mining community culture – yes, I am old enough to recall it), instilled me with very strong values of humility, respect, honesty, care and concern (even for strangers), helping people, and empathising with people and their situation.

HOW HAS IT BEEN JOINING THE BRAVO GROUP DURING LOCKDOWN? It’s been a different experience; everyone has made me feel welcome and endeavoured to make the training work and be appropriate, but equally it has been more challenging than previous training in person at other roles.

NAME: Lewis Hetherington

WHAT ARE YOU MOST LOOKING FORWARD TO WHEN WE EMERGE FROM THE PANDEMIC? Going back to the gym.

JOB TITLE: Networks Senior Finance Business Partner AREA OF THE BUSINESS: Broker Network and Compass HOW HAS IT BEEN JOINING THE BRAVO GROUP DURING LOCKDOWN? It has been different not going into the office, but everyone has been very welcoming and using Teams has worked really well. It also helped knowing some familiar faces from when I previously worked in the Knaresborough office.

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WHAT’S THE BEST PIECE OF ADVICE YOU’VE RECEIVED? You can’t shrink to greatness, which applies personally and professionally.

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GET TO KNOW JANE BEAN COULD YOU TELL US A LITTLE BIT ABOUT YOUR EXPERIENCE? I actually graduated with a biology degree and, like a lot of people, never expected that I would have a career working in insurance, but I landed a job in the industry, and have never managed to escape!

I’ve been working in the industry for around 30 years, with half of that spent in risk and compliance related roles. My years working at Bluefin, which consisted of a very acquisitive general insurance broker, a network and an MGA, are particularly relevant to my role at Bravo Group.

WHAT DREW YOU TO THE BRAVO GROUP? There were two things that drew me to the Group; the first is the people and the culture. I think Des and Susan felt that my personality was a good fit for the Group, and I felt that the company’s culture was the right fit for me. The second is I felt it was an exciting time to join a company that was really expanding, going places and had a strategy to continue to lead and stand out in the marketplace.

HOW HAS IT BEEN FOR YOU JOINING THE BRAVO GROUP DURING THE LOCKDOWN? Of course, nothing beats face-to-face contact with the people you work with, but the next best thing to physically meeting is speaking to them on a video chat. Without Teams it would have been so much harder. It will take a little longer to get to know others than it would do in person, but people’s personalities still come across on a video conference.

WHAT HAS BEEN YOUR HIGHLIGHT SO FAR SINCE JOINING THE GROUP? We had our first face-to-face Executive Committee meeting and it was fantastic to see the rest of the

Our newest member of the Executive team, Jane Bean, joined us two months ago. So, we sat down (virtually) with our Group Chief Risk Officer to find out a little bit more about her and what her key focus is for the rest of 2020.

Exec team in person, some of whom I’d only ever met via Teams. It felt surreal actually leaving my home office!

WHAT’S THE MOST EXCITING THING YOU’RE WORKING ON RIGHT NOW? What excites me is getting involved in the strategic development and evolution of a business, and I’m currently involved with both the Ethos and Network Exec teams to help shape the future strategies.

WHAT ARE YOUR PLANS FOR THE REMAINDER OF 2020?

I have two main priorities for the year, one is building an Ethos Broking compliance framework to bring a more consistent approach to our compliance culture and practices across the business. The second is looking at the Member and Network proposition, specifically reviewing and refining the renowned risk and compliance proposition we are known for.

WHAT’S YOUR MOST MEMORABLE EXPERIENCE WHILE WORKING IN INSURANCE? Two immediately come to mind! At Bluefin, we did the Three Peaks Challenge to raise money for charity. We completed it in around 30 hours, which was fantastic and rewarding. More recently, when I was working for UK General, I was incredibly lucky to be invited by our capacity provider to attend Munich’s Oktoberfest – a brilliant and totally different experience!

HOW DO YOU WIND DOWN AFTER WORK? As I live on the edge of the countryside, at the end of a day, I like to get outside, either going running or for walks.

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n w o d k c o l t s o p T S I L O TO D

d ess owners an reopen, busin tto os e p u n e ti lif n of co s d down usinesses an b s ’s p n u io e at th n e ce r As th perien t embracing ou e started to ex tentative abou ill st ld consumers hav e u ar co s u u yo ile many of a look at what lockdown. Wh rottle, we take u’ve finished th yo ll fu er ft (a om d ’, normal ew ‘n r newfound free u yo e you navigat of course!) consider while sed loved ones is m r u yo g n visiti

Support local businesses Remember when you couldn’t find flour anywhere other than your local greengrocer? And you internally whooped with joy when you found toilet paper still on the shelves at the corner shop during Toilet Paper Armageddon? Even as the queues to popular supermarkets die down and one-way-systems ease off, don’t forget about shopping in independent stores and supporting your local community. They now need your support more than ever.

Sort out that barnet Many of us breathed a huge sigh of relief when hairdressers were told they could reopen their doors to the public, after months of DIY snips and tucks. While you could still get away with ‘bird’s nest chic’ with a strategically placed webcam for the foreseeable future, in light of helping out local businesses, it could be worth getting booked in for a tidy up.

Take a break… …and have a KitKat. Or any biscuit of your choice, really. In all seriousness, make sure you take time off for yourself. While many of us may not be quite ready to travel abroad for an incredibly pricey kebab quite yet, there’s plenty of places within the UK to explore, including the Lake District, Peak District, Dorset, Yorkshire and The Cotswolds. Whether it’s for a scenic day trip or for a long weekend break, think about where you can safely go to blow off the cobwebs.

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What are you looking forward to the most as lockdown continues to ease?

Have you had any weird or wonderful experiences in the name of social distancing?

Let us know your stories at internalcommunications@ bravo-group.co.uk

Stock up on reusable facemasks (and save the dolphins) Over lockdown, we’ve been given mixed messages about the benefits of wearing facemasks but now the guidance is clear, we need to be wearing face coverings on public transport and in shops or we may face a fine. But amidst the economic crisis, many of us have glossed over the implications of disposing billions of facemasks on a regular basis and conservationists have warned this could cause a surge in ocean pollution. To help prevent this, why not seek out or make your own reusable masks? There’s plenty of tutorials and independent sellers out there to ensure they’re fit for purpose.

Get your appointments in order When we were all in the tight grip of full lockdown, many of us had to cancel important appointments – including those related to our health and wellbeing.

As lockdown continues to ease further, ensure to get these missed appointments rebooked in. If you’ve been putting off indulging in your hobbies over this period – if it’s safe to do so – perhaps it’s also time to put these back on your radar?

Reflect and restrategise Over the lockdown period, many of us have been put into a completely different day-to-day working environment and while in some areas it has been difficult to adjust, there have been many others where people have thrived. Now that we’re out of the thick it for the time being, take some time to reflect on what’s important to you and what you want to focus on and prioritise in the future.

TEAMS BEHIND THE SCENES

Our new virtual way of working wasn’t going to get in the way of us having a laugh. From potential dance invasions to four legged guests, take a look at how some of our meetings over the past few months played out.

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THE NEXT LEAP: WHERE COULD TECHNOLOGY TAKE THE INDUSTRY?

“WE’VE SEEN TWO YEARS’ WORTH OF DIGITAL TRANSFORMATION IN TWO MONTHS.”

Technology an of insur

Satya Nadella, CEO of Microsoft

“THE THINGS THAT PEOPLE WERE GOING TO BE DOING IN THE NEXT FIVE YEARS ARE BEING ACCELERATED BECAUSE EVERYTHING ELSE IS REALLY UNCERTAIN.” Jaime Swindle, MD of Networks and Products

THAT WAS THEN: THE GAPS

We caught up with MD of Networks and Products, Jaime Swindle, Head of Group IT, Richard King, and Systems Consultancy Manager, Carl Chapman, to talk about the challenges, changes and possibilities of working “smarter”.

REMOTE WORKING CAPABILITIES

BUSINESS CONTINUITY PLANNING VOIDS

“Quite of lot of brokers hadn’t even thought about having their operators working with laptops,” noted Carl.

Pre-COVID-19 remote working didn’t feature in many business continuity plans. This proved a big hurdle for some insurers, as Jaime explained, “You never imagine there will be anywhere you can’t go. This proved a challenge in enabling live chat or getting some of the technology-driven centres up and running, because most people’s plans assume you have a back-up site that you can go to. Having people sitting in their homes and being able to maintain business as usual is really difficult.”

Richard agreed that it was a wake-up call for a number of brokers, “Remote VPN set up was a first for a lot of Members. They were so office-centric it wasn’t even a consideration.

COVID-19 has moved the conversation on very quickly in terms of IT. People have realised they need to invest and if they’ve not been investing it comes as a bit of a shock.”

OFFSHORE RELIANCE “The impact of lockdown in countries, such as India, where a huge amount of outsourcing was taking place, resulted in the need to bring that work back onshore – it is very likely that this will not go back to anywhere near the scale it was previously and there will be an accelerated drive to even more automation,” Jaime commented.

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While the tools and software adopted in the past few months may be new to some, these are technologies which have been around for some time. And, having taken the plunge and formed new digital habits, it’s clear that the technological capabilities we’ve now become accustomed to are just the tip of the iceberg.

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THIS IS NOW: HOW THE INDUSTRY HAS ADAPTED MULTI-FACTOR VERIFICATION AND ONLINE SECURITY “There’s been a bigger update on multifactor identity verification. This is not a new technology but it’s something that a lot of businesses are looking to implement and much quicker,” Richard said.

nd the future rance

But cyber phishing was another matter altogether. “It’s making sure that people are educated enough to know the difference between a genuine email and a phishing email,” he added.

WORKING EFFICIENCIES Is it time for brokers to re-think what they print? Carl and Richard believe so.

“If they’ve got a franking machine in their office, how much are they paying for that and how much are the postage costs for all those letters going out?” Carl asked.

“If it’s not coming through on a format where you can e-sign and you haven’t got a printer at home – they’re not going to want to go out and buy a printer. It’s a backwards step,” Richard added.

SERVICING BROKERS WITH VIDEO CONFERENCE “CALL CENTRES” “There’s a definite change in the servicing of brokers. We’ve got one insurer that’s launching a specific service around video conferencing to be a bit smarter, a bit more proactive and a bit more digital in their interactions.” - Jaime

SYSTEMS SUPPORT Richard reflected on the proactive response of systems provider Open GI who came to the aid of an Ethos Broker with no remote connectivity.

“Open GI did a virtual survey to look at the configuration of the existing router before transferring this to a device that was capable of having a VPN remote connection. They then shipped that out to the office and with the help of someone on site, got everything connected up, got the software installed and they were up and away.

“So, within the space of a week they went from having no remote connectivity to having remote connectivity. It was a really good offering and really helped us out,” he said.

WHAT’S NEXT? NEW POSSIBILITIES ONBOARDING: DAY TRAINING TO MODULES “It’s not possible to do a remote training session that lasts all day. You’re not going to keep people engaged by doing that. We’re looking at what those training modules look like and whether we can get them into oneand-a-half hour slots and how we can get that out and the technology we can use.” - Carl

PRODUCT LINE SHIFT “You will find product lines changing and either getting switched-off while having more focus on some of the ones which weren’t going to get development where there’s now a business case thanks to an increase in automation.” - Jaime

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2020:

THE YEAR THAT WAS CANCELLED...

CANCELLING ...

BUT YOUR STORIES HAVE REALLY KEPT US GOING! They say no news is good news, but we don’t believe that!

We want to hear your news! It’s important to keep talking, so please keep sharing your stories with us!

DROP US A LINE:

internalcommunications@bravo-group.co.uk

GROUP

20-046 Jul V4