At Insurance Advisernet, we’re lucky to be built on a network of hundreds of Insurance advisers and professionals from right across Australia. One is Leigh Moulden, Director of Doreen Insurance Solutions. We recently sat down with Leigh to discuss his career, diving into his experiences and what he values most.
How did you start out?
My career started about 12 years ago when I worked with a large direct Insurer. I did that for about a year before moving into Insurance broking. I haven’t looked back since!
Do you specialise in any particular industries?
I specialise in asbestos removal and demolition insurance, so I deal with a lot of construction and trades. This would be my niche, but I’m more than happy to work with other industries too. I pride myself on always having the client at heart, so if I feel there’s anyone else in the network better suited to a client, I would pass the referral on to them.
What do you wish you knew 10 years ago?
If I could go back in time, I’d probably just tell myself to focus on throwing everything into the businesses to learn all I can. One of the best things about the industry is you get to learn so much about other industries (yes, my life isn’t all insurance!). We work with so many businesses, you get to learn – as well as impart – so much knowledge about other industries. It’s one of the few, limited occupations where you have the privilege of doing that.
What’s your best insurance advice for your clients?
To think of insurance as a form of risk transfer. In business, there’s plenty of risks that you can choose to transfer, and that’s what insurance is there for. You’re paying the premium so it can help you get you back in the position you were, prior to any loss. Of course, there are other strategies you can put in place to minimise risks, outside of insurance, which we can also assist with.
What’s something you wish more people knew about making a claim?
That it isn’t as complex. Some claims aren’t as complex as you may think, for example, if you have a mobile phone and the IA app, you at least have the basics to be able to get the ball rolling on making your claim. Claims time is where we can really assist and guide you through every step! We handle the conversations so you don’t have to.
Would you like to share a memorable claims experience?
I think one of the most memorable, and one that really demonstrates that as an Insured, you don’t always have to be at fault for an Insurer to defend you, was where one of my mechanical workshop clients had done a service on a Porsche and handed the keys back to the customer. The customer got in and started the car, before deciding to pop back out to the mechanic to purchase some extra fuses. Unfortunately, the customer left his keys in the car and, being a busy street, someone noticed and decided to become the new owner of their Porsche! After the car was stolen, the customer tried to take the mechanic to court to cover his loss. Luckily for my client (the Insured), Allianz defended it in court as once the customer paid and had taken back the keys, the car was back in his possession so the mechanic couldn’t be held liable. While it was unfortunate for the customer (this is where your own, personal car insurance comes in handy!), my client was covered and therefore not held liable.
What’s the most rewarding aspect of your job?
Definitely talking to people. I’m a real people person so I enjoy learning about other businesses and building relationships, both on a business and a personal level. It’s important to know all you can about a clients’ business, but also to build that personal relationship. Putting yourself out there and giving a bit of yourself to the other person helps to strengthen your relationships. It’s okay to be vulnerable!
What are the biggest challenges?
Being a people person, I find being in the office solo a bit of a challenge at times. But I am lucky enough to be able to pick up the phone and call anyone in the network. As we have such a broad network, all with their own specialities, I know I can call on someone if I need to.
Have you noticed any shifts within the insurance industry?
We’ve seen a big emergence of the whole insuretech movement, which definitely has its pros and cons. Technology is amazing and a great enabler, but it can only do so much. You yourself need to be confident in what you’re advising on and not become complacent as people are entrusting you more than they are any backend work. As a trusted adviser, the buck starts and ends with you.
And finally, what are your 3 top tips for success?
- Be responsive and respond in a timely manner
- Be willing to learn, and constantly learn.
- Be willing to work hard and grow.
For more assistance and further guidance from Leigh or one of our other Advisers, find your local adviser.