Meet Andy Henner, Interim Claims Director

My role is to lead our claims strategy and make sure our claims service delivers the right outcomes for customers, brokers and the business. Day to day that means supporting our claims teams, overseeing complex or sensitive matters, working closely with underwriting and risk management colleagues, and ensuring we respond quickly, fairly and with specialist expertise. For brokers, my focus is on making claims support clear, accessible and dependable - helping them protect their clients with confidence, especially in the specialist markets Ecclesiastical serves.

The insight and perspective brokers bring from being so close to customers and their businesses or organisations is invaluable. I have been a member of the BIBA Claims Working Group for many years which reinforces for me how important open, constructive dialogue with brokers can be. Ultimately, we are all aligned around the same goal: doing the very best for customers when they need us most.

The sheer depth of knowledge within the team never ceases to amaze me. We go beyond policy coverage to providing customers and brokers with sector expertise, whether it’s managing a large claim involving a heritage building or dealing with a complex injury case at a customer’s premises. There’s a real passion for claims here beyond anything I’ve seen in other organisations.

I started my career more than 20 years ago after picking up my first motor claim and since then I’ve seen how varied, challenging and rewarding claims work can be. I learn something every day from the incredible team around me.

How we attract and develop the next generation of talent into Claims. While the insurance industry continues to evolve through technology, data and changing customer expectations, it is ultimately people who make the greatest difference to customers. Claims remains one of the most impactful areas of insurance, yet it is not always seen as a destination career by those entering the industry.

What excites me is the opportunity to change that perception and position Claims as the rewarding, purpose-driven profession it is. Developing the next generation means creating clear career pathways, investing in learning and development, and giving people exposure to the diverse opportunities available across Claims. For me, the future success of our industry depends on our ability to attract diverse talent, nurture capability and build an environment where people can thrive.

We were overjoyed to be top of the Gracechurch survey at the end of Q2. We’ve performed consistently well in this survey, which is all down to the dedication and expertise of the team. We’re not in any way complacent, and we’re constantly looking to find ways to improve our service offering.

I’ve volunteered with St John Ambulance for a number of years and I’m extremely proud to have supported a previous contract with NHS England providing 999 response. I’m taking a sabbatical at the moment whilst I focus on other things, but it’s nice to have had the opportunity to experience another world and hopefully make a difference.

Otherwise, hitting the Mendip Hills for a long walk, hopefully with a pub somewhere along the way.

The voluntary sector supporting our emergency services is incredibly diverse. Coastguards, Mountain Rescue, Community First Responders, Special Constables, and lifeboats (to name a few) all play a vital role in contributing to UK resilience and supporting local communities. They deserve our full support.