Meeting: Andy Dischamps - Account Director Interview¶

Date: 2025-12-01 Attendee: Andy Dischamps (AD) - Account Director (Recently joined) Interviewer: TD (Tom) Location: Remote Previous Experience: 11 years at James Hallam (Real Estate & Construction Division) Current Restriction: 6-month client non-compete period (good timing for process improvement work)

Overview¶

Andy is a recently arrived Account Director at EF with 11 years of brokering experience at James Hallam, where he ran a division double the size of EF. He brings an external perspective on Acturis best practices and has strong, specific opinions on how EF could improve their file management processes. This is an ideal time to capture his observations before he adapts to "the way we do things here." His focus is on electronic file organization, task management, and process efficiency rather than insurance technical knowledge.

Key Quote: "It isn't about the ins and outs of an insurance policy. It's how we can be more organized and more efficient, which equals making more money ultimately."

Background & Context¶

Previous Experience at James Hallam¶

Ran Real Estate and Construction Division
Division was double the size of EF
Used Acturis extensively for 10+ years
Never did processing/invoicing (focused on account management)
Developed comprehensive electronic file management rules 20 years ago
Preached task management usage extensively
Has been working paperless for 20 years

Perspective Value: - Fresh eyes on EF processes - Proven track record at larger organization - Specific Acturis expertise - Process improvement mindset - Currently has time due to 6-month client restrictions

Critical Acturis Features Not Used at EF¶

1. Version Control (MOST SIGNIFICANT FINDING)¶

What It Is: An Acturis feature that allows multiple versions of the same document to be grouped together rather than creating separate activities.

How Andy Uses It:

Example 1: Insurer Correspondence - 7 emails with Chubb grouped under one "Chubb" entry - Click "View Versions" to see all 7 emails chronologically - Without version control: 7 separate entries scattered in file - Much cleaner view of electronic file

Example 2: Insurance Market Exercise Spreadsheet - Creates spreadsheet outside Acturis initially - Uploads as Activity (Version 1) - Each time updated, "Add a Version" instead of "Add a New Activity" - Shows progression: V1 (list of insurers) → V6 (updated with quotes) - Always see latest version first, but history preserved

Example 3: Property Portfolios - Client with 320 properties - All correspondence for specific property grouped via version control - Naming convention: "Property Name - Description" - Creates sub-file effect within main file - Can track 10 years of history for one property

The Process: 1. Go to Acturis 2. "Upload as an Activity" 3. Instead of "Add a New Activity," select "Add a Version" 4. Choose which activity you're creating a version of 5. Latest version automatically displayed, history preserved

Quote: "You wouldn't want six Insurance Market Exercise spreadsheets all dotted round the file. And this way you're getting the most, if you go into it, you can see clearly... what the most updated version is. But it gives you a history."

Andy's History with This Feature: - Started using version control 10 years ago at James Hallam - Initially told "this is not what you're supposed to be doing" - Someone from acquisition who knew Acturis better joined - Reviewed what they were doing across group - Confirmed: "This is exactly how we should be using Acturis"

Impact at EF: - Current: Electronic files cluttered with multiple versions of same document - With Version Control: Clean file view, latest always on top, history preserved - Easier collaboration: Anyone can see latest version immediately - Better organization: Related correspondence grouped logically

2. Task Management (Systematic Usage)¶

Andy uses task management extensively and was surprised EF doesn't.

How Andy Uses Tasks:

For New Quotes: - Sets diary entry when sending quotes to insurers - Drags emails into the task (emails he sent to insurers) - Anyone picking up the task can immediately see what was sent - Can reply directly from the task without hunting through electronic file

Quote: "If you got knocked over by a bus tomorrow... I wouldn't have a clue what you've got on the go."

Management View: - Can review any handler's task list - Change from own name to colleague (e.g., Laura) - See their workload (Laura: 55 tasks showing) - If someone off sick, can reallocate tasks immediately - Filter by time period (next month, next week, etc.)

Workflow Monitoring: - Expects minimum 50 tasks per handler per month - 200+ tasks = possibly overloaded - 4 tasks = clearly not using system properly (Kelly example)

Quote: "This is what I quite often do when I was doing kind of reviews with people, just to see what their diary is looking like for the next month."

Kelly Example: - Only 4 tasks to end of month - Andy's assessment: "Clearly she hasn't got four tasks to do... she's playing a bit with task management but she hasn't fully embraced it and doesn't probably appreciate how good a tool this is."

Why People Don't Use It (Andy's Theory): - "They've got their own ways of working" - Many use Outlook flags instead - "Great and if you're doing it that way, that's great for you" - But: Manager has no visibility - No backup coverage if person absent - Can't monitor workflow across team

Andy's Approach: - Still keeps personal to-do list at start of week - Some duplication with task manager - "But I think everything should be in Task Management relating to client work"

3. Activity Type Filtering & Document Pack¶

Activity Types: - Policy Documents - Emails - Phone Calls - Estimates - Invoices - etc.

How to Use: - Filter electronic file by Activity Type - Quickly find all policy documents - All estimates - All correspondence with specific party

Document Pack Feature: - James Hallam had process: once policy renewed, put documents in Document Pack - Specifically helps Claims team - Claims goes on file, clicks Document Pack - Immediate access to policy documents without searching

Andy's Experience at EF: - Went looking for policy documents on a file - Couldn't find them easily - "Scratching around for the policy documents" - Eventually found them but inefficient process

4. Highlight Activity Feature¶

What It Does: - Mark specific activities as important - Star icon appears next to highlighted items - Can filter electronic file to show only highlighted activities

Andy's Usage: - Demonstrated creating phone note and highlighting it - "If I had three or four important entries that I wanted to highlight, then I could just do a filter by the highlight button" - Admits: "I must admit I've never really used that"

Potential Use: - Flag critical correspondence - Mark key decisions or conversations - Quick access to most important items

Process Issues at EF (From Andy's Observations)¶

1. Email Not Saved Within 24 Hours¶

Andy's Standard:

"Emails should be part of our process and part of my process. As soon as I send an email and I'm not distracted by something else, my first job after I sent that email is to save it straight on the file. That's an ideal world."

What He Does: - Sends email - Immediately saves to Acturis (if not distracted) - Exception: Bulk emails (market exercise to 6 insurers) - Sends all 6, then saves all 6 at once - Rule: Within 24 hours maximum

What He's Seen at EF: - "Lack of information" on files - Goes back into email trails - Sees email that would have had attachment - Email not saved in Acturis - Result: Can't read the attachment, information lost

2. Copy-Paste Email Descriptions¶

Andy's Bugbear:

"All they simply do is they copy and paste what's in the email in the description. I hate that. I hate that with a passion. It's, well, you know, I know it's quick and easy, but it's not necessary."

The Problem: - People copy entire email content into description field - Quick and easy but not useful - Doesn't help with searching or finding - Clutter instead of clarity

Better Approach: - Brief, accurate description - Summarizes content - Specific enough to be found via search - Example: "Chubb - Quote received £2,450 incl IPT"

Why It Matters (from Andy's historical experience):

"If it's not specific enough, then that correspondence, you're never going to find it unless you go through every single file, every correspondence on a file which could have thousands of entries. So it's lost in effect."

3. Saving at Wrong Level (Client vs. Policy)¶

The Issue: - Some staff save emails at Client Level rather than Policy Level - Makes finding policy-specific correspondence harder

Example Andy Found: - Looking for policy documents - Eventually found them saved at Client Level instead of Policy Level - Less efficient organization

Why It Happens: - EF uses client reference numbers in emails - When saving email in Acturis, reference number causes auto-detection - Defaults to Client Level instead of Policy Level - If policy reference used: Would save at correct Policy Level

Andy's Rule: - Email relates to one specific policy → Save at Policy Level - Email relates to multiple policies (e.g., premium payment for all) → Save at Client Level - Be conscious of where reference number points the save

Quote: "If it relates to one particular policy, you save it at Policy Level... But if it's to do with a specific policy, then you do need sometimes, if it's got a reference, then you do need to make sure you're pointing the email to be saved in the correct place."

4. Inconsistent File Organization¶

Andy's Approach: - Went into electronic files at Client Level - "Because some were in the Policy and some were in the Client Level" - "Look, it's still saved on the system, but I just don't think it's as efficient as they could be"

Impact: - Harder to find information - Time wasted searching - Inconsistent user experience - Risk of missing important documents

Proposed Solution: Housekeeping Rules¶

Andy mentioned to Tommy he wants to create basic housekeeping rules.

His Vision:

"Perhaps draw up some simple kind of housekeeping rules in terms of how we manage our electronic file, simple rules: save within 24 hours immediately, or certainly within 24 hours. Do not simply copy and paste the email, put in a brief accurate description, some information on Version Control."

Planned Rules (from conversation):

Save emails within 24 hours (ideally immediately)
Brief, accurate descriptions (not copy-paste of email content)
Use Version Control for related documents/correspondence
Correct Activity Type assignment
Save at appropriate level (Policy vs. Client)
Use Task Management for client work
Document Pack usage once policy renewed

Format: - Start with simple notes - Add to them over time - Probably create in spreadsheet ("I do love spreadsheets") - Has time currently due to 6-month client restrictions

Timeline: - Now bedding in at EF - Should have time to work on this - Will evolve with daily observations

Andy's Attitude:

"I'm not saying the way I'm doing it is the correct version, but in my opinion a lot of what I've done in the past has made us a lot more efficient."

Training & Adoption Insights¶

Why People Aren't Following Best Practices¶

Andy's Assessment:

On email saving: - "People... I won't say being lazy, lazy is probably too strong a word" - "They don't see..." the importance when working paperless

On task management: - "I think it's training" - "It's to perhaps... draw up some simple housekeeping rules" - Need to explain basics: "save within 24 hours... do not simply copy and paste the email..."

Historical Experience: - 20 years ago at small broker, was Commercial Manager - Developed rules about electronic file and document indexing - Reason: Without specific descriptions, documents get lost forever

How People Currently Organize (from Andy's observations at previous company)¶

Outlook Flags: - Many staff put flag in Outlook - Task date comes up in Outlook - "Great and if you're doing it that way, that's great for you" - Problem: Manager can't see what they're working on

Inbox Access Review: - At James Hallam, Andy had access to many people's inboxes - Used to review how they organized themselves - Saw various approaches (flags, folders, etc.) - All personal, none visible to management

Selling the Benefits (TD's Point, Andy Agrees)¶

TD: "Whenever we make a set of recommendations around changes, we should always couch it in terms of, you know, how it's going to make their lives easier. Not just here's a new rule that you need to follow."

Examples: - Version Control: Simplifies view of activities, easier for someone else to see latest version - Task Management: Visibility if you're off sick, ability to see what colleagues are doing - Email saving: Find information later when you need it

Andy's Response: "Yeah." (Agreement)

Combination Approach¶

Andy's Personal Practice: - Still has personal to-do list - Writes list at beginning of each week - Some duplication with Task Management - "But I think everything should be in Task Management relating to client work"

Implication: Not either/or, but both/and. Personal methods + systematic tool for team visibility.

Comparison with Other Staff Interviews¶

Confirms Rakesh's Process Consistency Concern¶

Rakesh (Finance Director): "My biggest concern is consistency of data... even though we've got processes, doesn't always follow the processes."

Andy confirms this from operational side: - Emails not saved within 24 hours - Copy-paste descriptions instead of proper indexing - Saving at wrong level (Client vs. Policy) - Task manager underutilized - Version control not used at all

Validation: Andy's external perspective confirms the process adherence issues Rakesh identified.

Task Management Usage Patterns¶

Laura (Claims): Uses task management religiously, daily dependency

Andy: Extensive user, management tool, expects 50+ tasks/month minimum

Kelly (Account Handler, per Andy): 4 tasks to end of month - "clearly hasn't fully embraced it"

Lucy, Marilyn, JL (from previous interviews): Underutilize task manager, prefer Excel spreadsheets

Pattern Confirmed: Task management feature available but inconsistent adoption. Laura and Andy are outliers doing it "right."

Version Control - Completely New Finding¶

No previous interview mentioned this feature.

Lucy, Marilyn, JL, Laura: None mentioned using or knowing about version control
Andy: Uses extensively, considers fundamental to good file management
This is a hidden capability that could dramatically improve file organization

Impact: EF missing major Acturis feature that would solve file clutter issues.

Email Filing Consistency¶

Andy: Emails not saved within 24 hours, seen missing information

Rakesh: Some staff remove reference numbers for aesthetic reasons (prevents auto-filing)

Lucy, Marilyn: Mentioned email-Acturis integration "doesn't work" / is unreliable

Pattern: Email filing is a universal pain point, but Andy provides specific processes to address it.

Activity Type Organization¶

Laura (Claims): Uses activity types systematically and well (photos, estimates, invoices separated)

Andy: Demonstrates activity type filtering, Document Pack feature

Similarity: Both understand the value of proper activity type assignment. Laura's claims organization mirrors Andy's best practices.

Difference: Laura figured it out herself for claims; Andy bringing broader account management perspective.

Acturis Features Comparison: What Works vs. What's Missing¶

Features EF Uses Well¶

Basic file upload (everyone does this)
Email templates (Laura showed, others mentioned)
Policy management (core function)

Features Only Some Use Well¶

Task Management - Laura, Andy (extensively); Kelly, others (minimal)
Activity Types - Laura (claims), Andy (systematic); others (inconsistent)
Email filing - Variable, often late or missed

Features EF Doesn't Use (Per Andy)¶

Version Control - Major gap, Andy considers essential
Document Pack - Would help Claims access policy docs
Highlight Activity - Minor feature, even Andy barely uses
Systematic email description - Copy-paste instead of brief accurate description
Consistent save level (Policy vs. Client) - Mixed practices

Andy's Planned Contribution¶

Immediate¶

Documenting housekeeping rules: - Now has time (6-month client restrictions) - Bedding into EF, observing daily - Will create simple notes, add over time - Format: Likely spreadsheet

Quote: "That was before I knew that we were having this conversation. It was something that until I was actually in Eggar Forrester, I didn't... they might have been doing Version Control... I'm not saying the way I'm doing it is the correct version, but in my opinion a lot of what I've done in the past has made us a lot more efficient."

Ongoing¶

Fresh observations:

"I think with every day I'm just coming up with different things. So nothing springs to mind at the moment, but that could all change within a week I'm sure."

Follow-up planned: - Scribble notes as he thinks of things - Catch up with TD in a week - Ongoing documentation of best practices

Strategic Implications¶

This Interview Changes the Playbook Recommendation¶

Before Andy Interview: - Process documentation needed (from Rakesh finding) - Induction/training gap identified - Company playbook proposed

After Andy Interview: - Subject matter expert identified internally - Andy has 11 years experience at larger broker - Already planning to document housekeeping rules - Specific Acturis features identified (version control!) - Ready and willing to contribute

New Approach: - Partner with Andy on playbook content - He provides Acturis best practices - TD provides structure/platform - Combine Andy's expertise + other staff innovations (Marilyn's forms, Laura's claims organization)

Version Control as Quick Win¶

Impact: - Immediately reduces file clutter - Latest version always on top - History preserved - Better collaboration - No cost - feature already exists in Acturis!

Implementation: 1. Andy creates brief guide on how to use version control 2. Show examples (insurance market exercise, insurer correspondence) 3. Short training session for team (30 min) 4. Gradual adoption - encourage for new activities 5. Monitor via file reviews

Effort: Low (training only) Impact: Medium-High (cleaner files, better findability) Timeline: 2-4 weeks to roll out

Task Management Adoption Strategy¶

Champions Identified: - Laura (claims) - already using extensively - Andy (accounts) - expert user, management perspective

Resisters/Non-users: - Kelly - 4 tasks, "playing with it" - Others - using Outlook flags, personal methods

Approach: - Laura + Andy show benefits in team setting - "50 tasks per month minimum" as guideline - Management visibility angle (if off sick, workflow monitoring) - Not force adoption, but make case compelling - Start with willing participants

Email Filing Standards¶

Andy's 24-Hour Rule: - Clear, simple standard - Immediate (if not distracted) or within 24 hours - Batch sending acceptable (market exercise)

Description Standards: - Brief, accurate, specific - Not copy-paste of email content - Searchable terms - Example format to follow

Save Level Awareness: - Policy level for policy-specific correspondence - Client level for multi-policy matters - Check where reference number points

Implementation: - Include in housekeeping rules - Examples of good vs. bad descriptions - Quick reference guide

Follow-Up Actions¶

Immediate (This Week)¶

Andy to start documenting housekeeping rules
TD to provide structure/template for rules documentation
Schedule follow-up call in 1 week to capture ongoing observations

Short-term (Next 2-4 Weeks)¶

Andy completes first draft of housekeeping rules
Create version control how-to guide (Andy + TD)
Identify other staff innovations to document (Marilyn forms, Laura claims org)
Plan short training session on version control (pilot)

Medium-term (Next 1-3 Months)¶

Integrate Andy's rules into company playbook
Version control training for team
Task management adoption drive (Laura + Andy as champions)
Email filing standards rollout
Monitor adoption via file reviews

Questions for Andy (Follow-up)¶

At James Hallam, how did you enforce housekeeping rules?
What training approach worked best for new staff?
Any other Acturis features EF isn't using that you've noticed?
How was version control adopted at James Hallam (resistance, timeline)?
Task management: How did you get team to 50+ tasks/month each?
What reporting did you use for oversight/workflow monitoring?
Document Pack process at James Hallam - how did it work?
Any tech integrations with Acturis that worked well?

Key Quotes¶

"It isn't about the ins and outs of an insurance policy. It's how we can be more organized and more efficient, which equals making more money ultimately." On focus of process improvement

"All they simply do is they copy and paste what's in the email in the description. I hate that. I hate that with a passion." On poor email description practices

"You wouldn't want six Insurance Market Exercise spreadsheets all dotted round the file." Explaining value of version control

"If you got knocked over by a bus tomorrow... I wouldn't have a clue what you've got on the go." On importance of task management for team visibility

"I would expect a Handler to have 50 diaries a month. Minimum." On workflow monitoring via task management

"If it's not specific enough, then that correspondence, you're never going to find it unless you go through every single file, every correspondence on a file which could have thousands of entries. So it's lost in effect." On importance of accurate descriptions when working paperless

"I'm not saying the way I'm doing it is the correct version, but in my opinion a lot of what I've done in the past has made us a lot more efficient." On his approach to process improvement

Consultant Observations¶

Timing is Perfect: - Andy recently joined (fresh eyes) - 6-month client restrictions = has time to contribute - Hasn't yet adapted to "the way we do things here" - Motivated to improve efficiency

Expertise is Valuable: - 11 years at larger broker (division double EF's size) - Specific Acturis feature knowledge (version control!) - Process development experience (20 years working paperless) - Management perspective (workflow monitoring, team oversight)

Communication Style: - Direct and specific - "I hate that with a passion" - strong opinions - Practical, not theoretical - Willing to document and share

Collaborative Approach: - "I'm not saying... it's the right idea, but there's certainly some basics" - Open to refining based on EF context - Already planning to document independently - Happy to work with TD on this

Risk Awareness: - Not dogmatic ("I'm not saying the way I'm doing it is the correct version") - Understands people have "their own ways of working" - Selling benefits angle (make lives easier, not just new rules) - Combination approach (personal methods + systematic tools)

Recommendations Updated¶

Version Control Training (NEW - Quick Win)¶

Priority: High Category: Quick Win Effort: Low (training only) Impact: Medium-High Cost: £0 (feature already exists)

What: - Short training session on Acturis version control feature - Andy demonstrates usage (insurer correspondence, market exercise spreadsheet, property portfolios) - Examples of before/after (cluttered file vs. organized with versions) - Simple guide: when to use, how to add version

Benefits: - Cleaner electronic files immediately - Latest version always visible - History preserved - Better collaboration - Solves file clutter problem at no cost

Implementation: 1. Andy creates 1-page guide with screenshots 2. 30-minute team training session 3. Encourage use for new activities going forward 4. Monitor adoption via file reviews

Timeline: 2-4 weeks

Housekeeping Rules (ENHANCED)¶

Previously: TD to create company playbook with generic best practices

Now: Partner with Andy on Acturis-specific housekeeping rules

Andy's Contribution: - Email saving: Within 24 hours standard - Description standards: Brief, accurate, no copy-paste - Version control usage guidelines - Task management: 50+ tasks/month benchmark - Save level awareness (Policy vs. Client) - Activity type consistency - Document Pack usage

Integration: - Andy's rules become core of Acturis section in playbook - Add Marilyn's innovations (forms, Quote Searcher strategy) - Add Laura's claims organization best practices - TD provides platform (Notion/SharePoint) and structure

Timeline: 4-6 weeks (was 12-16 weeks) Cost: Unchanged (£2,650-4,450) Quality: Higher (subject matter expert content)

Task Management Adoption Drive (ENHANCED)¶

Champions: Laura (claims) + Andy (accounts)

Approach: - Joint presentation to team (30 min) - Laura shows claims usage (95 claims managed with tasks) - Andy shows management perspective (workflow monitoring, team coverage) - "50 tasks/month minimum" guideline - Benefits: visibility, backup coverage, management oversight

Pilot: - Start with willing participants - Kelly specifically mentioned as opportunity - Monitor task counts monthly - Celebrate adoption (recognize users)

Not Forced: - Personal methods still OK (Outlook flags, lists) - But client work should be in Task Management - "Both/and" not "either/or"

Final Assessment¶

Andy's interview is a game-changer for the consulting engagement:

✅ Subject Matter Expert Identified: 11 years experience, larger organization, specific Acturis expertise

✅ New Quick Win Discovered: Version control feature - zero cost, immediate impact

✅ Playbook Content Source: Andy already planning to document housekeeping rules - can partner instead of create from scratch

✅ Training Champions: Laura + Andy can lead task management adoption

✅ Process Validation: External perspective confirms Rakesh's consistency concerns from operational angle

✅ Willing Contributor: Has time, motivated, collaborative approach

Impact on Recommendations: - Version control training: NEW quick win (2-4 weeks, £0 cost) - Playbook timeline: Faster (4-6 weeks vs. 12-16) with better content quality - Task management: Champion-led adoption vs. top-down mandate - Email filing: Specific standards (24-hour rule, description format)

ROI Enhancement: - Andy's expertise = higher quality recommendations - Built-in adoption champion reduces change resistance - Quick wins (version control) build momentum - Foundation strengthened before major technology investments

Quote to Remember:

"It isn't about the ins and outs of an insurance policy. It's how we can be more organized and more efficient, which equals making more money ultimately."

This interview provides the how to complement other interviews' what (pain points). Andy knows specific Acturis features and processes that address the issues identified by Lucy, Marilyn, JL, Laura, and Rakesh.