Finding Purpose in Service: How a Simple Act of Kindness Sparked a Lifelong Career in Insurance

In the bustling city of Bombay, India, my professional journey began with a job at an insurance company. Armed with a science degree and freshly minted MBA, I sought an industry where I could lay down roots, learn, grow, and ultimately find purpose. The insurance sector called to me, and I answered, eager to build a lasting career.

As an Institutional Business Development Manager, my days were structured and demanding. I would arrive at the office at 8 AM, step out for sales meetings by 9:30, and return between 5 and 6 PM. Six days a week, this routine was my reality. But it was only after my return to the office that the true work began—emails to be answered, pitch decks to be sent, and administrative tasks to be completed. More often than not, it was 9:30 PM before I finally left for home, which, in those days, was a modest hostel.

One of my daily tasks involved scaling a towering office building in Mumbai’s central business district. I’d ascend via the elevator, but descend by foot, stopping at each floor to drop off my business card and brochures at the most relevant offices, hoping they would reach the HR department. It was grueling work, especially under the relentless heat of Bombay's humid summer.

In the summer of 2005, one such day blended into the next. After returning to the office and diving into my usual tasks, the phone rang at around 8:30 PM. The voice on the other end introduced himself as an employee of a prominent firm, and his tone conveyed desperation.

"Good evening," he began, "I’m in urgent need of travel insurance for senior management who are scheduled to board an early morning flight to the U.S. I’ve tried every insurer, but no one can help. Can you?"

Though I was focused on institutional sales rather than retail business, and though I had ample reasons to decline, something urged me to assist. "I’d like to help," I replied, "but how will you manage the premium payment? There’s no online banking, and you’ll need the policy documents immediately. How will you provide the travelers' details?"

We quickly devised a plan. He would give me the necessary details over the phone, and I would issue the policy that evening. I would then board a train, travel 25 kilometers, and meet him halfway to hand over the documents. In return, he would provide the premium in cash at the train station.

By 9:15 PM, I was ready with the policy in hand. I boarded the train at 9:40, and by 10:30, we met on the platform. He accepted the documents and handed me the premium. With gratitude in his voice, he said, "I have never experienced this level of service before. I will never forget your timely help. With this attitude, you will go far. We will stay in touch."

I returned to my hostel that night, exhausted but content. After a refreshing shower, I experienced two profound moments. First, I had the best sleep I’d had in a long time. Second, I knew I had found my professional calling. Insurance, I realized, was more than a mechanism for transferring risk—it was about providing peace of mind and security when it was needed most. That night, I understood the deep satisfaction that comes from going the extra mile, from helping someone in need, from solving a problem that seemed insurmountable.

The next morning, I handed over the premium and supporting documents to my finance colleague. Life moved on. Two years later, an email arrived from that same gentleman. Now the head of procurement at a major media house, he remembered our encounter well. He directed all of his company's insurance business to my employer, and I happily managed that account for years until I eventually moved on. Our connection endured, a testament to the power of going beyond the expected, and the lasting impact of a simple act of service.

Manish Jaiswal was my manager at the time, a man of fearless confidence. As a young team member with limited experience, I looked up to him, and he became both a mentor and a guide. He taught me many valuable lessons, but two stand out as the most profound. First, he instilled in me the belief that a simple act of selfless service is the most powerful way to retain clients and build lasting trust. Second, he showed me that no one’s position or age should ever intimidate me into feeling inferior. "Respect others," he would say, "be truthful, honest, and work hard, but always be fearless." These two lessons have remained with me, a guiding force in my career and life. Thank you Manish.