ILC ARTICLE

ILC Industry Leader Interview: Catherine Hulme, Operations Director – Innovation Group

22nd March 2022

What are the challenges facing your business right now, and how are you working to overcome them?

I think we have all worked through unprecedented times over the last few years, with Brexit, Covid and now the Russia-Ukraine conflict. It has been the perfect storm, but it has challenged the norm and made us be more adaptable, flexible and think differently.

What has been your biggest business learning from the coronavirus pandemic?

When we are challenged, we can think differently and break traditional ways of working.  A few years ago, if someone had said we would need all colleagues to be working from home, we would have found every reason not to make it work, rather than making it happen.  As an industry the vast majority moved to homeworking very quickly and effectively.  I think this has opened up talent pools that we would never have had access to if we wanted colleagues to be based in an office every day. Another positive to come of this, is that we have been able to get to know people better in their own home along with their children and pets virtually.

What’s the best piece of advice you’ve ever received?

There are two key pieces of advice which I received from two different inspirational leaders which sit with me to this day – When you stop enjoying what you do it is time to do something different and you never know what opportunities are around the corner.

What would be your prediction for the industry in the next year?

I am usually very positive, but I do think the industry is going to feel the aftermath of Brexit, Covid and the Russia-Ukraine conflict for a few years.  The challenge will be heightened when the news stops reporting on it, customers stop remembering what has happened and are no longer empathetic to the delays etc.  We need to be proactive to react to the market challenges to ensure we protect and mitigate the impact to our Clients and Customers as much as possible. 

How would you like to see the insurance industry change by the time you retire?

I would like to attract more young people, especially women, to traditionally male dominated roles and it sounds idealistic but the industry need to work more collaboratively on key market issues for the benefit of the Customer.

ILC LEADER

ILC Industry Leader Interview: Catherine Hulme, Operations Director – Innovation Group

Job title:

Employer:

Sector: Motor Claims

22nd March 2022

What are the challenges facing your business right now, and how are you working to overcome them?

I think we have all worked through unprecedented times over the last few years, with Brexit, Covid and now the Russia-Ukraine conflict. It has been the perfect storm, but it has challenged the norm and made us be more adaptable, flexible and think differently.

What has been your biggest business learning from the coronavirus pandemic?

When we are challenged, we can think differently and break traditional ways of working.  A few years ago, if someone had said we would need all colleagues to be working from home, we would have found every reason not to make it work, rather than making it happen.  As an industry the vast majority moved to homeworking very quickly and effectively.  I think this has opened up talent pools that we would never have had access to if we wanted colleagues to be based in an office every day. Another positive to come of this, is that we have been able to get to know people better in their own home along with their children and pets virtually.

What’s the best piece of advice you’ve ever received?

There are two key pieces of advice which I received from two different inspirational leaders which sit with me to this day – When you stop enjoying what you do it is time to do something different and you never know what opportunities are around the corner.

What would be your prediction for the industry in the next year?

I am usually very positive, but I do think the industry is going to feel the aftermath of Brexit, Covid and the Russia-Ukraine conflict for a few years.  The challenge will be heightened when the news stops reporting on it, customers stop remembering what has happened and are no longer empathetic to the delays etc.  We need to be proactive to react to the market challenges to ensure we protect and mitigate the impact to our Clients and Customers as much as possible. 

How would you like to see the insurance industry change by the time you retire?

I would like to attract more young people, especially women, to traditionally male dominated roles and it sounds idealistic but the industry need to work more collaboratively on key market issues for the benefit of the Customer.