Episode Guest:

Steve Parry is Group Claims Director at Hiscox, where he leads global claims operations with a focus on fairness, innovation, and helping customers navigate challenges.

Episode Timestamps:

0:00 Introduction

0:33 Steve’s first job in Manchester

1:29 Why Steve chose insurance over the family business

2:37 Starting in claims with just £250 authority

3:35 From Manchester to London – chasing bigger opportunities

4:33 Restless ambition and the “Incredible Hulk” drive

6:02 Core values: fairness, respect and honesty

7:55 Lessons from a $20m mistake in South Korea

9:39 How competition shaped (and humbled) Steve’s career

11:49 Building winning teams: Negative Nellys and Analytical Andys

14:19 Coaching and steering teams to success

16:11 The toughest jobs Steve’s ever had

18:17 Steering noisy meetings back on track

19:39 Why “Steering Steve” became his superpower

21:00 The future of insurance: change and agility

22:43 Why customer journeys will define the industry

24:31 Balancing tech, AI and the human touch

27:19 How AI is reshaping claims and service

29:02 Why insurance claims is an exciting career path

30:39 Data, prevention and the future of claims

32:46 Why Steve is passionate about mentoring

35:22 The power of being restless and authentic

37:24 Why crab moves matter in your career

38:58 Steve’s duvet flip – what gets him out of bed

Episode Partner

Hiscox, a leading international insurer with more than 3,000 employees worldwide. The company is known for specialist insurance solutions and a strong commitment to customer service.

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Group Claims Director at Hiscox: Inside the Secret World of Insurance Claims

My Duvet Flip by Jack Parsons