Blog

Notes from the back office.

• 17 June 2026

  What 150 Insurance Agencies Taught Me About Remote Account Handling

  What does a remote account handler for insurance brokers actually do? Seven years and 150 agencies gave me a thorough education. Here's what that looks like.

• 17 May 2026

  Account Handling Is Front-Office Work: What Great Client Service Actually Looks Like for UK Insurance Brokers

  I maintained a 92.5% customer satisfaction score for over a decade. Here's what that discipline actually required — and why it matters for your reputation as a UK insurance broker.

• 06 May 2026

  What stale CRM data costs a UK insurance broker

  CRM data hygiene for insurance brokers — why stale client files cost you renewals, retention and growth, and what the contact centre habit actually looks like.

• 30 April 2026

  I spent twelve years avoiding this industry. It got me anyway.

  I spent twelve years avoiding the industry my parents built their careers in. Here's the clay gnome, the family history, and what finally brought me back.

• 28 Apr 2026

  Complaints handling for insurance brokers: what I learned

  What complaints handling in insurance actually requires — from someone who spent years doing it. For UK brokers who want to get this right before it costs them.

• 27 Apr 2026

  The question I couldn't answer. And what I'd say today.

  She asked if I had admin experience in an insurance brokerage. I froze. This is what I should have said — and what eleven years of back office support actually looks like.

• Compliance

  
  13 January 2026

  What outsourcing actually looks like in a regulated business

  What outsourcing back-office work actually requires in a regulated industry — the DPA, the access boundaries, and the mistake I've been honest about publicly.