Developing and retaining people in an industry that’s moving faster than ever.

Developing and retaining people in an industry that’s moving faster than ever.

Publish date: 01/12/2025

Digital transformation is revolutionising the insurance value chain and, somewhat ironically, it requires a people-focused approach to succeed. Whilst investments in AI, automation, cloud computing and predictive analytics tools provide a faster, smoother, more engaging customer experience, every digital initiative relies on people to bring it to life. 

Optimising the value of digital investments requires a perfect blend of technical skills complemented by a focus on the interpersonal skills of customer engagement, empathy and empowerment. 

Far from technology replacing humans, here at FMG it puts them more firmly in the driving seat. In crafting our digital solutions, we’ve focused upon the entire claim journey to pinpoint the areas where technology will deliver the best value and understand the moments where intuitive human intervention will elevate the service.
 
Our digital innovations drive change, streamline processes and scale our solutions, whilst allowing us to amplify the capabilities of our claims handlers, boosting employee satisfaction, engagement and retention too.

As technology automates repetitive administrative tasks within our claims management system, we’ve focussed on skills development and preparing colleagues for roles that add greater value, both for customers and for themselves.  Freed from repetitive tasks, they’re able to focus on supporting clients by listening, building rapport, solving complex queries, advising and negotiating on their behalf which directly leads to a richer, more engaging employee experience.

Every member of our Downtime Management Team takes part in quality auditing, training and coaching, to discuss skills and capabilities, identify areas for growth and discuss aspirations and opportunities. Our key focus is quality, consistency & embedding knowledge that helps us get it right first time, whilst developing our own talent pipeline for the future. 

Here at FMG, we’ll continue investing in our digital solutions to meet our customers’ expectations, whilst upskilling our people to deliver that personalised customer experience. With nearly four decades of experience and expertise in our business, our people remain our greatest asset and we’re not relinquishing all our critical thinking to technology. 

John Keeton, Operations Director, FMG