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Speaker Interview: Grace Flowers, Chief Underwriting Officer, Zurich
As Chief Underwriting Officer at Zurich, Grace Flowers has built a global career by saying yes to “out of the box” opportunities, including stepping into her current role in a new country and language. In this interview, she reflects on the defining moments that shaped her path, challenges the perception of insurance as a “cold-hearted” industry, and explains why she believes it plays a vital, sophisticated role in society. Grace also shares candid advice for newcomers, highlighting the sector’s need for fresh skills and thinking, the power of making work more personal, and why trusting your instincts matters more than ever in an age of rapid technological change.
What’s been the most defining moment of your career so far?
I have always seen the value of secondments and opportunities "out of the box", and so taking on my current role in a new country (with a new language) was certainly a defining moment. It has been fascinating to experience a different market, with different dynamics, regulation, consumer habits and culture.
What’s one misconception about the industry that you’d love to change?
Considering how much care and focus on customers I have experienced in my career, I find it very disappointing we are often considered an industry with a "cold heart" and not good value. Beyond the examples where customers experience the value of claims, I would like the industry to be better understood, how it works, the sophistication involved to keep evolving effectively, and the value in plays in society across the board.
What advice would you give to someone looking to enter this field today?
Do it! I had no idea what sector I was entering when I started as an underwriter, but it is fascinating and full of so many different avenues to explore. Additionally, the sector, as with many others, needs new skills and fresh thinking to evolve... and the industry will stay, it's critical to society so get on board with transforming it!
What’s one lesson from outside of insurance that has shaped how you work?
It never surprises me how much value you can get from making things more personal. We talk about this a lot with customers and see the value, but we should not overlook we are all people ... our customers, our colleagues, our partners and we all respond to this.
What’s the best piece of advice you’ve ever received?
Trust your instinct. I am big believer in this, and it has served me well. I think in days where technology is advancing at great speed, and everyone's opinion can be that of Chat GPT, it's even more important to embrace these aspects of technology but do not lose your personality.