Nigel Gosden Email Address

Claims Transformation Director

Esure is an insurance company which specializes in car insurance, home insurance, pet insurance, and travel insurance.

A highly entrepreneurial and dedicated financial services professional, displaying a solid track record of success with one of the fastest growing motor insurers esure and one of the largest UK insurers RSA (across all lines of business and across personal and commercial general insurance) and now in the payments industry we Pay.UK. Strategically minded and commercial focussed, delivering innovative thinking and executing transformation into tangible financial results. Significant experience of digital retail growth, data analytics, operational, claims, partnership and supplier relationships. A hands-on authentic leader, mentor and coach. KEY ACHIEVEMENTS •Data and Digital claims strategy - £30m+ benefit programme through process, robotic, digital, data, people and customer journey transformation. •Revenue growth through change programme across PCW distribution and underwriting footprint expansion, increasing ASR and taking GWP from £550m to £800m. •Retail digital journey transformation increasing sales conversion by 4%, whilst taking esure to number 1 in add-on product sale, increasing direct debit income and Fee incomes. •New product testing (Facebook tests across 200k customers) for a multi-year policy, with detailed lifetime value price modelling and distribution strategy. •Customer journey innovation ‘MORE TH>N Help - Helping Customers Regardless’ NPS from -50 to +50 on declined claims and overall customer score from 0 to +23 NPS. •Multi-functional process redesign delivering £23m P&L improvement across field, supplier and centre operations. •Designed a value proposition delivering MORE TH>N home insurance highest sales in 5 years through two TV campaigns based on MORE TH>N Help. •Deloitte Household seminar recognised RSA for improved growth and combined operating ratio. •People leadership Gallup engagement score of 4.6 out of 5 from a team of 500+ •Financial Ombudsman Service recognition for customer care, presenting to their customer facing team so they could learn from the MORE TH>N Help initiative. •The book ‘Unthinkable!’ based on my innovations presented to me in the ‘White Room’ London, by Fluxx who’d commissioned the writer Tom Hopkins. •Insurance Times and Post Magazine awards, for customer innovations, training and innovation. •Acquisition Private Client - Oak Underwriting - merger and integration followed by propositional design to enable growth programme with selected partners. •Winning large tenders John Lewis, Tesco, Police Mutual, Nationwide etc.