Markel aims at better service by balancing hybrid working with broker demands

Since Covid-19 restrictions ended in March 2022, Markel has focused on balancing employee hybrid working with broker demands.

Central to this is its four days a week in-office policy, designed to promote collaboration, enhance decision-making and improve problem-solving by encouraging more face-to-face interaction among employees.

Markel says this model allows it to balance flexibility with remote and in-office working, ensuring high service levels, accessibility and strong relationships to meet broker demands.

According to Insurance Times’ Five Star Rating Report: Commercial Lines 2024, brokers have voiced frustration over long wait times, with one commenting: “Simply answer your phones, call us back and respond to emails. It’s that simple.”

The Insurance Times’ Five Star Rating Report: Commerical Lines 2024 was published in February 2024 and was based on Insurance Times’ Broker Service Survey, conducted between October and December 2023.

This comes in the wake of industry criticism in October 2023, when commentators described the time it took brokers to reach insurers as “appalling”.

As a result, Markel has implemented rotas for underwriters to ensure the firm can allocate dedicated time to responding promptly to broker calls.

Speaking to Insurance Times, Jo Sykes, divisional director for broker and after the event (ATE) insurance at Markel UK, explained: “It is an approach that helps our employees balance productivity, well-being and customer service.

“Brokers have faced challenges with insurer responsiveness since the pandemic, but Markel is committed to getting this right.”

In person

Markel also offers a range of online training resources, including webinars and self-paced courses, through its Learning Hub to support remote employees. These resources enable staff to build industry knowledge flexibly.

However, Sykes noted that, while remote working is “welcomed by many,” it is important to maintain face-to-face interactions in a “relationship driven” industry.

She added: “We have seen tangible benefits from people being regularly in the office, including enhanced teamwork, faster decision-making and improved knowledge sharing.”

Richard Napoli, claims and legal services director at Markel UK, echoed Sykes’ views, highlighting that being in the office allows employees to engage more deeply with colleagues, ask questions and resolve issues faster.

He explained that face-to-face interactions facilitate quicker problem-solving and enhance learning from each other’s experiences, making these exchanges harder to replicate in a digital environment.

This immediate, face-to-face communication helps solve issues quickly, eliminating the delays associated with waiting for email responses and fostering faster, more efficient problem-solving.

Sykes concluded: “We believe our balanced approach helps our people to benefit from flexibility while thriving in an environment of growth, teamwork and client-focused service.”