We are proud that KBIS is run by home-grown talent.
Meet Harriet Walker our Operational Manager, who has been part of team KBIS for the past 11 years. Here, Harriet shares how her role has changed over this time, from starting as a Claims Assessor to her current leadership position, and talks us through her advice for anyone considering a career in the industry.
Hi Harriet, thanks for joining us today for this interview. The first question we have for you is how long have you worked at KBIS, and can you give us an overview of your current role?
I’ve been at KBIS for 11 years. My current role is Operations Manager, and it essentially involves overseeing everything about the way that KBIS operates. It includes processes, so how the business as a whole and individual departments function day to day and reviewing these to make sure we are working as efficiently as possible to benefit both the business and our customers. I also assist the compliance department to ensure we remain compliant with things like treating customers fairly and removing jargon. Part of my role also involves supporting Underwriters in terms of technical underwriting changes, such as developing new products and reviewing the products that we offer.
That must keep you busy! How has your role developed since you first joined KBIS 11 years ago?
So, I started as a Claims Assessor within the claims team. When I joined, there was only three of us in the claims team, everything was completely paper based, and we also assisted the equine team with processing policies. So, my role started processing all manner of claims for horses themselves and for liability policies as well as issuing quotes and renewals to customers and binding policies. I was a Claims Assessor for six years, so it was quite a long time, but my role did change a lot during this period. In 2018, I became Claims Team Manager and in 2020, I became a Director. The Director role held a lot of similarities with my current role with the variety of responsibilities it involved. It was still claims focused, but included compliance, product development, and process reviews. When we became part of Specialist Risk Group (SRG), my role became more operations focused.
And tell us, what is it that you enjoy most about your current role?
I really like the compliance side of things, I really enjoy making sure that we’re compliant, but also in the best possible way for the client. So when new regulations come out, I enjoy working out how we deliver this to ensure the best customer journey along with the most efficient way for staff.
That’s really interesting. Have you always been horsey?
Yes, so I started riding when I was about five. I did a lot of Pony Club and dabbled in different disciplines, mainly eventing and dressage whilst I was on ponies.
Was it always the plan to build a career that involved horses?
I left school at sixteen and decided that horses were what I wanted to focus on, but I had no idea in what sense. So, I did a national diploma in Equine Management and then went on to do a degree at Moreton Morrell in Equine Business Management. After that, I knew I wanted to do something related to horses but didn’t want to be on a yard all day every day. Then a job came up at an equine insurer and despite it being a four hour round trip every day, I went for it. It was a starting point and meant I could find my niche, getting into the claims side of things which I found hugely interesting because I could apply the anatomy and physiology I had learned whilst studying.
What advice would you give to someone looking to start their career in the insurance industry?
It would have to be just to go for it because working in insurance is a really great career that can go in so many different directions. A lot of the time, if you’re looking for career development, the only place to go is people management. Instead, insurance offers so many different avenues and you can completely tailor it to whatever you are interested in. I’d also say to enjoy where you are because the opportunities will come. I did the same role for eight years and I was perfectly happy and content before I was then offered a different role. It enabled me to know the role inside out and develop it the way I wanted to and also understand more about me and the way I work so that when it came to time to move on I felt that I was ready.
That’s really good advice. Would you recommend starting out a career focused on claims?
I found claims a great fit. A great thing about KBIS, because at the same time as being part of a bigger group, we are still a small company, so you have exposure to every element of the company, regardless of what team you sit on you get a good overview of the business as a result. In claims, you do the actual processing, but you also get to read vet reports, look at X-Rays, get involved in the marketing side as you’re asked questions for magazine features and website content. Every day is different.
What behaviour or personality trait do you most attribute your success to and why?
I think being quite a ‘yes’ person and being naturally easy going are the two qualities that have helped me in my career. They are the reason I stayed where I was in the Claims Assessor role for such a long period of time and are also the reason, I took every opportunity I could during that period. Taking these opportunities, including those out of my comfort zone, is the reason my career then jumped massively, with two promotions in two years which has led to where I am now.
And what would you say your proudest achievement in your career to date is?
I think becoming a Company Director at 32, only two years after becoming a Team Manager is probably my proudest achievement. A close second would be being accepted onto the HiPo programme, which is SRG’s development programme that is designed to equip colleagues with the tools and experience they need to move into a more senior leadership position within the group. Every insurance product is different, so by having that exposure to different departments, teams, and ways of working, it enables you to take that back to your business and look at things with a fresh pair of eyes.
What are you most excited about for the future of KBIS?
I am excited about developing new products and seeing the way that the equine insurance industry goes. It’s a difficult time for everybody and insurance is no different. It needs to remain at the forefront because it helps and supports people who need it whilst providing a valuable service. I am excited to be a part of the journey to move forward in a dynamic way, offering the best possible products that the entire industry can benefit from. As the majority of the KBIS team are horse owners themselves, we have an added insight into what owners are looking for and are working hard to provide insurance solutions that fit.
Is this in line with any trends you are currently seeing within equine insurance?
Yes, it links to that too. It’s no secret that rates have risen recently, and this is having an impact on policyholders. This is a direct correlation to the claims that have been paid, so we must take the positives from this which is that is shows how many people that we’ve been able to provide that service for. That said, vet practices cannot escape inflation, therefore Underwriters paying claims cannot escape inflation, and therefore the rates we charge must reflect this. We are doing all that we can to provide value and a helpful service to our customers because I don’t feel that value is purely linked to price.
Quickfire question time:
3 words that best describe you: Bossy, determined, and kind.
Dream holiday destination: Horseback safari in Kenya.
Favourite equestrian event: Badminton Horse Trials, every day of the week!