With over 25 years of experience working together in the insurance industry, Brett Sainty and Sandy Brownlee have seen it all. In a recent interview, these two industry veterans shared insights on how the insurance world has changed, what’s stayed the same, and the importance of never losing sight of the customer.

Brett and Sandy’s partnership began in the mid-1990s and from day one, it was clear they shared similar values around putting the customer first.

What came next was to forge a lifelong friendship – here’s how Brett sets the scene; “In the mid to late nineties, I ended up at what was the oldest independent Lloyds broker, Byas Mosley, which is where I met who is now my great friend and, without wishing to be too gushing, literally a member of my family and like the big brother that I never had. These were great years and continued to be great years after that business was acquired by Towergate; a fantastic episode. Alongside our careers then, a great friendship was formed that endures to this very day with Sandy being godfather to both my children, and he and his wife being equally dear friends to my own wife.”

What becomes apparent talking to Brett and Sandy is not only their friendship but their shared ethos of putting the client first, doing the right thing for them comes as naturally as taking your next breath; this isn’t a corporate slogan on a wall, it’s what they do day in day out and have been for as long as they can remember.

Brett recalls, “If you do that and you just try to be honest all the time, it makes it easier. It really does.”

So, let’s take a look through some of the key themes of the interview.

How Did You Get Started?

Brett Sainty: “I joined the insurance industry straight from school. I’m one of the few people who actually wanted to. I remember Mr. Feltimo, my economics teacher talking about insurance very loosely, and I just found it fascinating that you would take a really small amount of money whilst risking a huge amount if there was a claim.”

Sandy Brownlee: “I joined General Accident at the age of 17. I was very fortunate to be under the wing of a guy who’s still a friend and ranks as number two to Brett in my all-time greats. One in this world, not just in insurance, but in this world.”

About their friendship, Sandy said: “It was just clear once we’d spoken to each other that we had, despite the fact that we were nearly 20 years apart. We had a lot in common, probably in terms of our upbringing and how we were introduced to the insurance industry.”

What Do You Love About the Insurance Industry?

Brett Sainty: “This industry can be incredibly complex and very legal, but ultimately we’re transferring risk and we’re trying to provide a great service to the customer.”

Brett Sainty: “If you consistently provide a great service and answer your phone, when customers ring, you will make money. It’s impossible to provide a great customer service and not be successful.”

Thoughts on a Shared Approach to Leadership

It’s clear that there are many stories from their years of working together, some probably not suitable for global broadcast, however, there are plenty of heart-warming stories that demonstrate how doing the right thing and stepping up for each other and the clients they serve comes so naturally to these two.

Sandy says this about Brett’s leadership; “That being available to your customer is crucial. They need the security. They need to know that the promise that we made to them, we will come through with. And in this current world, that’s the difference. That’s the difference. That’s in us all, led by Brett.”

Has the Insurance Industry Changed?

Over the years, they’ve witnessed significant changes in the industry. Brett laments that standards have slipped in some areas: “The insurance industry is lazy. It hasn’t recovered to full fitness from the pandemic. This is an industry that, if I go back 10 or 15 years, you’d be stopped at the entrance to Lloyd’s if your suit was too light a colour.”

He notes a concerning trend of some companies making it deliberately difficult for customers to contact them; “I think we’ve lost some of our professionalism as an industry and that saddens me. We’ve lost outside of BLW because it’s something that’s so important to us. We’ve lost the recognition of the customer.”

Brett Sainty: “Our reliance on technology, I think, has been well documented so our ability to get Contract Certain documentation to customers, and for example the ability to get Bank Transfer claim payments has helped retain a positive side to our industry image. If you imagine a windscreen claim 50 years ago, you’d have to wait weeks for a cheque. So, all of those things, I absolutely applaud and encourage.”

Sandy shared a recent example that highlighted this issue – a travel insurance company that was unreachable on their emergency hotline when customers desperately needed help. “If that’s an indication of where the priorities are in this industry, it’s a sad place,” Sandy remarked.

However, both men remain passionate about insurance and its vital role. As Brett explained: “This industry can be incredibly complex and very legal, but ultimately we’re transferring risk and we’re trying to provide a great service to the customer.”

They emphasise the need for insurance leaders to stay connected to customers. Brett insists on speaking directly with clients regularly, saying “Never, ever would a week go by when I didn’t speak directly to a customer.”

What Does the Future Hold for Insurance?

Looking to the future, Brett and Sandy worry about who will carry the torch for customer service excellence. Brett poses the question: “What is coming after us? Who’s the next guy that’s going to say, “don’t be so bloody stupid”?

Their solution? Start educating the next generation of insurance professionals now about the critical importance of customer service. As Brett puts it: “We really need these young people to embrace the importance of customer service.”

Despite the challenges, both men remain committed to upholding high standards in the industry. Their partnership, which has spanned nearly three decades, stands as a testament to the power of shared values and putting the customer first.

For aspiring insurance professionals, Brett and Sandy’s story offers valuable lessons on integrity, the importance of understanding the business from the ground up, and never losing sight of the people insurance is meant to serve.

What Next?

You can view the full interview here – https://youtu.be/H82s6kf3Nc0