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Advertising feature: The lessons we bring from 2020 to 2021  

2020-start

The changes we have seen in 2020 across the insurance industry will live long beyond the initial impacts of the pandemic. The year has centred what we do, why we do it and how we do it back squarely to customers and our colleagues who support them, according to Mark Grocott, CEO of consulting and technology at Davies Group.

mark-grocott
Mark Grocott, CEO of consulting and technology at Davies Group

Our clients’ customers and colleagues have faced disruption to their work balance not seen in a generation.  Colleagues and customers have shown loyalty and have been pragmatic.  Our ability to be there for them and offer support while working from home and while using technology to do that has been rewarded.

The role of an outsourced partner is always a crucial one, but like all relationships is most tested during change and extreme situations.   

The need for trust, resilience, flexibility and scale remain, and the manifestation of these values and capabilities is more targeted.  Will you be there today and in the future?  Can you reach our customers regardless of the situation? Can they reach you? Is it possible to extend operating hours or to offer new channels of communication?  Can your service and support be delivered remotely? Will you be financially sound? Can you still invest in your teams and your technology?   

These questions are now asked with the lessons of 2020, but still point to the strengths of a good partner.  I’m delighted and proud to be part of an organisation that has embraced these questions and can demonstrate a commitment to all these points. 

Character, culture & technology made the biggest difference in 2020. 

Our most important strength in 2020 has been our character as a management team, our togetherness and our ambition to succeed regardless of Covid-19.  From the outset our senior team met and engaged with the challenges at hand – and still do.   

Secondly, we were able to make use of our diverse business and our growth to underwrite our investment in new ways of working.  Those decisions would have been much more difficult in a world where we could not see strong financial performance.  Beyond that, our technology infrastructure and our culture played the biggest part in our success and allowed us to meet the changes needed head-on.  Our teams were incredible, they supported us, they supported our clients’ customers and they supported one another. 

Our technology teams created ‘Check-in’ a tool that helps employees share daily how they are feeling and what they might need.  Many people around the country felt isolated and we’re so proud of those colleagues who went to remarkable lengths to ensure all our people were included and supported.   

The future  

Separation and physical barriers have impacted customers and numerous processes.  Remote working and collaboration tools are here to stay.  Video tools and smartphone apps, long established in Davies will continue to help alongside our team’s can-do attitude.   

We have an incredibly talented group of technology colleagues with the right platforms and the passion to improve digital interactions.  The key is to ensure we deliver ‘where the rubber meets the road’. The use of technology post Covid-19 will as ever only be relevant where it adds value, enables or saves time for all parties.  A bad digital process is still a bad experience.  

Applying digital tools into exactly the right part of a customer’s experience and allowing humans to add the most value where it is needed – is the most essential thing to get right. 

2020 will live long in our memories and will leave a positive mark around the globe on digital transformation.  It’s important to be prepared to help more clients with intelligent automation & analytics going forward.   


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