ILC ARTICLE

ILC Rising Star Interview: Kirsty Engleman, Team Leader, Property Claims – Davies Group


Tell us about your role. What do you do and what do you find most interesting about it?

I’m a Team Leader within the Property Claims division at Davies, managing a busy team of 15 Claims Handlers. I enjoy the satisfaction the role gives me in terms of being able to develop and motivate people and the unpredictability that every day brings. It certainly makes for a varied and rewarding role!

What made you want to work in this industry? 

To be honest, it’s an industry that I sort of fell into – I was initially attracted to the working environment that Davies offered. However, once I began to understand the services we provide and the nature of the industry, I really began to appreciate the important role we play in some of the most significant events in our customers’ lives. To assist people in getting back to normal and getting on with their lives is a very rewarding part of the role. 

What do you see as the biggest challenge to your industry in the next year? 

I believe the past two years has shifted customer behaviours and expectations, with large chunks of the population now home-working as standard practise. I think the industry as a whole has a challenge to adapt to changing customer demands and deliver a service model that meets their expectations.

How would you like to see the industry improved in the next year / 5 years?

I think when you look at other industries and their early adoption of cutting edge technologies, I feel there’s lots of opportunity for progression within the insurance industry in this field. The COVID pandemic has shown that most businesses can adapt and still provide a good service to customers, despite the removal of an in-person service. I would like to see more technologies introduced to enhance the claims lifecycle and improve customer experience in insurance claims. 

If you could give your 16-year-old self a piece of advice, what would it be?

The one thing I’d probably go back and tell myself would be to not worry so much about things outside of my control and to not be too hard on myself. That’s something that’s taken some time to learn and once you put less pressure and expectation on yourself, life becomes more enjoyable!

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