60 seconds with...Nel Mooy

29 March 2010 | By Christine Toner

How long have you been at British Insurance and where were you before?
I’ve been here since January 1 this year and before that I was at AXA where I was head of direct marketing and offer. I have been in the insurance market for almost 10 years.

How are you finding it so far?
I’m really enjoying it and I’m proud to have taken over such a good brand. The role was not advertised but I found out about it as I am close to the British Insurance base in Colchester. I am passionate about internet sales so it was the perfect opportunity for me.

Some brokers are fearful that the internet will take business from them. what do you think of this?
I think it is important to accept what is happening in the market. Customers go to comparison websites so there must be a reason for this. If consumers like these sites we have to accept it. There is certainly a place in the market for comparison sites. Some improvements may need to be made to online application forms but who are we to say we don’t like them?

Isn’t is better for brokers to build up face-to-face relationships with clients?
I believe you can still build relationships with customers online and you can still be the expert, it’s just a different way of communicating.

It’s the same as the telephone - people thought you can’t sell over the phone but you can. It’s just a different medium and you have to communicate appropriately for it. The wording may need to be different and you have to build up trust.

Are you concerned about the impact of the Retail Distribution Review?
I think you have to embrace change and see it as a challenge and an opportunity. It is important in times like this to look at the opportunities it presents as opposed to just the restrictions it brings. You may have to consider things you had not considered before but it’s all about embracing the challenge.

What are your plans for British Insurance now?
I want to make sure we continue to sell payment protection products that consumers want at affordable prices. We see ourselves as consumer champions and I want this to continue.

Interview by christine toner