Industry Insights: In Conversation with Rob Powell, Global Chief Claims Officer, Marsh

Welcome to HFW Industry Insights: a series of discussions with clients and other leading figures from across our sectors.

In this instalment, our Global Senior Partner Giles Kavanagh speaks with Rob Powell, Marsh’s Global Chief Claims Officer.

Speaking at our London office, overlooking the Lloyd’s building, Rob reflects on his extraordinary experience managing the aftermath of the 9/11 terrorist attacks as the newly-appointed President of a US insurer, recalling the profound personal and business impact, and the resilience required to navigate such unprecedented circumstances.

Rob also discusses the FCA Test Case and its implications for the insurance market, explaining why delayed claim payments during the Covid-19 pandemic were a “disaster” for the industry, and offers insight into Marsh’s approach to integrating acquisitions successfully, highlighting the importance of retaining leadership and culture through periods of change.

Looking ahead, Rob explores the rapid technological transformation shaping the industry, from the untapped potential of claims data to the need for agility in adopting new systems, and why listening to clients – rather than making decisions for them – is critical to building trust and delivering value.