Why does the insurance industry continue to be plagued by a reputation that it is untrustworthy, exploitative and profit centric? What can we do internally and via our communications with the public to reorient this perspective and thereby foster a healthier relationship between customers and insurers?
An array of deep-rooted psychological factors continue to inform negative public attitudes towards insurance. The ramifications of these are multifaceted – active pursuit of a career in the industry is a rarity, hence our current recruitment crisis, and there are generalised misconceptions of what we really do. In this episode of Changing the Conversation, we are very pleased to be speaking with the prolific Sam White: entrepreneur, podcast host, and CEO of Stella Insurance! Sam dispenses her wisdom regarding the need for better communication both within insurance teams internally, and between the industry overall and the general public.
Quote of the Episode
“Everything is about relationships. Everything is about communication. When you have bad relationships with bad communication, it doesn't matter how smart you are, you won't solve problems because you'll be sat in a siloed box, and you won't be able to get engagement from other people. So, that piece around getting people to tap into their emotions and then communicate from a position of emotionality and not rationality [is crucial].”
For Sam, we must identify the emotional crux behind every issue our customers may face. Historically, insurance communications have been characterised by a tendency towards clinical, ‘rational’, thinking, which fails to acknowledge and respond to the real issues at hand. As a people-facing industry, we must embrace the human side of what we do. Thus, in our external engagements with the general public, it is paramount that we recognise when we make mistakes, and the efforts we are implementing to correct them.
Key Takeaways
As a frequent guest on Morning Live and BBC Radio 4, Sam uses this public platform to try and bridge the gap between presiding misperceptions of our industry, and what we really do. She argues that more people need to follow her lead and explain how the industry is responding to public frustrations and demands in universal terms. She notes a defensive tendency on behalf of the industry at large to avoid taking accountability of our failings. Sam suggests that, if we can openly acknowledge the errors we make as an industry, people may be more willing to listen as we strive to address and overstep them.
Using the public platform in this way to alter public perceptions of insurance may also facilitate our recruitment efforts. To get future generations engaged with the notion of a possible insurance career, we need to cultivate excitement, thrusting insurance into the mainstream. For example, Sam has partnered with former Married at First Sight cast member Jules’ shapewear brand – every time a customer purchases a Stella Insurance policy, they will receive an item of shapewear. This subtly draws insurance into the mainstream and creates a positive association for Stella and the industry overall. Sam is wary of the insurance industry’s efforts to communicate with the public about what we do. These are typically sallied by an alienating rhetoric only comprehensible to those already in the industry, which has no resonance for the general public.
Sam’s championing of the human side of insurance is not only geared towards our need to alter our public perception. She argues that the mass exodus of top talent from FTSE 100 companies is entirely unsurprising, and attributes it to toxic, dehumanising work environments which fail to recognise the psychological impacts of blame culture and dictatorial hierarchies. For Sam, the culture in corporate insurance environments is scaffolded by a clinical proclivity towards profit above all else, de-sanctifying the psychological safety of team members. Ultimately, people are finding themselves unwilling to continue working in such environments irrespective of how much they might be paid. As an industry we must learn how to foster psychologically safe environments, particularly as the next generation of insurance professionals, who have entirely different expectations regarding wellbeing in the workplace, begin to rise the corporate ladder.
Best Moments/Key Quotes
“I want us [as an industry] to be much more engaged with the public. When the BBC comes to me and asks me for comment, one of the most common things they say is, ‘We couldn't get anyone else to speak’.”
“I think people want to understand what's going on. I think if we can open up that conversation and be a bit more open to the criticism, then we'll do a lot better generally.”
“We do have a big job to do to make insurance a bit more fun, and sexy, and interesting. Despite the fact that it is in so many different areas, it has a really negative association with it. We're not coming together enough as an industry to go, ‘Okay, how do we tackle that?’”
“What I see in these large corporates is over the last couple of years, they've been under massive pressure… People have got to a point where they've gone, ‘I don't care how much you pay me, you cannot pay me enough to go into an environment where my humanity is completely ignored, where I get screamed at by somebody who has no emotional regularity’.”
“When you're under stress and you've got lots of stuff going on, that's when most teams have less contact, less communication. Everybody goes off into their silos. That's the exact opposite of what should be happening. That's the time that you have to double down on spending time together, on understanding each other, on having the hard conversations, because that's where you get to a better space.”
Resources
Human Business with Sam White Podcast – https://www.deezer.com/us/show/445082
book – about tribal instincts. you have a tribe of people that are like you – and a natural distrust of people that are not like you. hierarchies that are accepted and self-hierarchies that are not.
I Am (2010) – dir. by Tom Shadyac
About the Guest
Sam White is the CEO and founder of Stella Insurance, a financial services business offering insurance products tailored to women's needs. Sam is the co-host of BBC Radio 4’s ‘Toast’, and a regular on BBC One Morning Live, where she shares her insights into the current state of the insurance industry.
Sam’s LinkedIn Profile: https://www.linkedin.com/in/samwhiteentrepreneur/
About the Host
Sarah Myerscough is the Chief Ideas Officer at Macaii, formerly Boston Tullis. She hosts/co-hosts several podcasts and is known for her knack in connecting with people. Sarah excels in bringing out the best for video, podcast, and live events, helping clients showcase the human side of their business.
Sarah is passionate about the evolving dynamics of the insurance industry and enjoys conversing with innovators, trailblazers, and long-term advocates of change.
Website: www.macaii.co.uk
