A better insurance experience for Kiwi businesses

Learnings from my first 6 months at Cactus

The past six months have been a transformative journey as General Manager at Cactus. Stepping into this position, I was eager to tackle the challenges and seize the opportunities that lay ahead. This period has been marked by significant growth, both personally and professionally, as we navigated the complexities of the insurance industry and strived to deliver exceptional service to our clients. With a focus on client relationships, compliance, digital transformation, and team development, we have made substantial strides toward achieving our strategic goals. Here, I’d like to share some key insights and experiences that have shaped our progress over these dynamic months.

Insight 1: Client Relationships are Paramount

Building and maintaining strong client relationships is crucial. Trust and reliability are key factors that influence clients' decisions to stay with your brokerage or look elsewhere. Regular communication, understanding client needs, and providing personalised service can significantly enhance client satisfaction and retention.

Insight 2: Compliance and Regulatory Adherence

Staying compliant with industry regulations is non-negotiable. Ensuring that all practices and processes align with current laws and regulations helps avoid legal issues and maintains the brokerage's reputation. Regular training and updates on compliance for the team are essential.

Insight 3: Strong Vendor and Partner Relationships

Building and maintaining strong relationships with vendors, insurers, and other partners can enhance service delivery and operational efficiency. Collaborative partnerships can lead to better terms, improved claims processing, and access to additional resources or expertise. These relationships can also provide support during challenging times and contribute to overall business stability.

Insight 4: Employee Development and Morale

A motivated and well-trained team is the backbone of a successful brokerage. Providing continuous training opportunities, fostering a positive work environment, and recognising employees' hard work can lead to higher productivity and job satisfaction. Employee feedback is also invaluable for making necessary adjustments.

Insight 5: Optimising Operational Processes

Streamlining our operational processes has led to increased efficiency and productivity. Implementing standardised procedures, leveraging automation, and continuously evaluating and refining workflows have enabled us to manage claims and collections more effectively.

Insight 6: Commitment to Continuous Improvement

A commitment to continuous improvement has driven our success. Encouraging a culture of innovation, regularly seeking feedback from clients and employees, and being willing to adapt and evolve have allowed us to improve our services and operations continually.

It’s been an amazing 6 months and I’m looking forward to driving great outcomes with our team further, protecting our client’s business when they need it most. Get in touch if your business is looking for expert insurance advice or looking to grow your career in fire and general insurance - we’re looking for motivated people to join our team!