Q&A with Gary Spencely, Claims Inspector

Which areas of the UK do you cover? 

Our areas are quite fluid, but generally each claims inspector at Zurich is assigned to a postcode. My post code at the moment is Southeast London, so anything with an SE postcode – that’s me. I cover most of Kent and Southeast London but there are times when a colleague may need help, or a particular client will want to see you. In those circumstances, I’ll go elsewhere.

Do you handle a particular sector? 

We manage such a breadth of customers. We do everything from public sector so social services, housing, local government, schools, parish councils. We also look at heavy industry, motor engineering, cement works, sewerage works. Then there’s major theatres and entertainment venues too. It’s a real range of sectors and organisations and every day is different. 

What’s the best thing about your job? 

I love going on-site. I love that every day is different, meeting people and getting to the point of the claim straight away. Getting out there on-site is what we do best. Some people may think that you can cover off what you need on a video chat or phone call, but there’s no substitute for getting people around a table and investing time in a meeting. 

Why is it important to visit in-person? 

You build the relationship with the customer. It’s important to have that human interaction – they learn what information you need, and I get to know more about them. They then can relate to me more and trust me. That trust means that every time I make a decision, they’re much more likely to take it at face value, cooperate, and get a better result. We want to have long relationships with our customers, so having trust and a good relationship is crucial. 

What do you think is unique about Zurich when it comes to claims inspections? 

We’re one of the only firms that employ our own claims inspectors. These are external people who go out and meet with the customer, get on-site and investigate the claim. It’s great as it gives us the chance to bond with the customer and gives them the chance to ask us questions. It’s more of a two-way street than purely employing a loss adjuster.

You’ve mentioned the importance of having a good rapport with customers. What’s your top tip to get to know them?

My only tip would be to be open with the customer and go in without any closed questions. It’s important to give them a chance to talk and let them talk about things that interest themselves. You’ll get round to the claim and the information you need.  

What makes your day?

I love meeting the customers face-to-face and that every day is different. It really makes my day when a customer says, ‘thank you’ and is so grateful that someone came out and helped them.

And lastly, tell us an interesting fact about yourself?

As far as I know, I’m the only claims inspector who’s been on stage at the National Theatre, the Royal Opera House, the Eventim Apollo, the Indigo and the O2 Arena. I wasn’t performing though! 

You can find out more about Zurich's Claims Commitment here.