Interview with Alan Brown – My First 6 Months at MSL

2 minute read  |  July 7, 2020

They say that time flies when you’re having fun and incredibly it’s been 6 months since Alan Brown joined MSL as Head of Claims Operations.

Alan has settled in brilliantly and is already making a positive impact in a number of key areas.

We asked him what he’s made of his first six months in the role.

How have you found your first 6 months at MSL?

The first 6 months have flown by!

The whole claims team have made it so easy for me to onboard with MSL, assisting me in getting to know the company, our clients and the excellent services that we offer.

What made you join MSL?

It’s never easy deciding to leave one of the biggest insurers in the world, but when I saw the services MSL were offering and the plans they had for the business, I couldn’t pass up the opportunity to be part of this.

Its great to be able to do both fault and non-fault work, working with MGA’s, Insurers, Brokers and Self-insured businesses.

The other unique selling point for me was that MSL can provide underwriting capacity through one of our sister companies, Financial and Legal Insurance.

What has impressed you so far?

One of the most important things for me is our commitment to customer service and our approach to the customer journey. Our Feefo score of 4.6 shows how far MSL go above and beyond for every customer. To help give a great service its important that any business has an excellent team behind them, which has been evident within MSL since the day I joined. The claim guys have not only got great technical knowledge, but also a can-do attitude when it comes to servicing any request. This is so important given MSL’s unique, tailored solutions for our clients.

The other area which has impressed me is our TPA claim’s team. When dealing with end to end claims handling, it’s essential to show that you can add value by minimising claims costs, providing insight, looking after customer service and benefitting the bottom line. We work so hard to do that for our MGA and Insurer customers.

What challenges have you faced since joining the business?

I don’t think anyone can avoid the COVID-19 topic when looking at challenges over the last 6 months. Something like this is a huge test of any business, but due to excellent levels of teamwork at MSL, we managed to get the majority of our colleagues working from home within a short period of time. It was really impressive and clearly showed the true qualities of the team and our ability to quickly adapt to change.

What has surprised you since joining MSL?

I think the main thing is the wide number of services MSL offer and the ambitions to deliver more for our clients. MSL has a clear direction and strong focus on becoming a leading player in the claims handling/LEI space. We have really tailored our services to meet this goal.

What do you get up to outside of work?

I’m an avid golfer and am still dreaming of playing on the PGA tour one day…. Yes, it will only ever be a dream! When not on the golf course, I spend quality time with my wife and 2 children, which consists of visits to the park or to the shopping centre, depending on which child is choosing on that particular day!

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