Clear communications

Tell us about your company.

I used to co-own a marketing and advertising company called Brooker and How, based in Hastings, East Sussex. Although based on the south coast, we had a wide range of clients throughout the South East. As managing director, I took responsibility for all the company's insurance needs from cars to professional indemnity and employer's liability and even key man policies.

What has been your experience with brokers? After doing the rounds, shopping around and taking up an awful lot of time searching for various insurances, I met Ian Mantel, director at Manor Insurance. Unlike many of the previous incumbents who never made me feel as though I was any more than just a name on a database, Ian's advice was not the normal 'buy this policy off me' that I had had so much of in the past; it was more along the lines of 'I have looked into what you need and this is what I would recommend but take some time to think about it'. I found Ian's approach refreshing and it was advice rather than a hard sell that resulted in moving all of the company's insurance to Manor.

What insurances do you need? Because of working in a high turnover, low gross profit business, professional indemnity was very important. Relatively expensive but at least with the cover I could sleep at night.

Ian also advised on critical illness cover to protect not just the business but also on a personal basis. That is an insurance you never expect to claim on but, being diagnosed with neck and throat cancer a few years ago, claim I did. Everything was straightforward and a great relief: the policy kept the business buoyant during my enforced six months off.

My working relationship with Ian has developed into a friendship and he advised me about insurance cover throughout my illness, including ensuring that I had full travel insurance for my recuperation trip to visit my sister in Sydney.

What are some of the challenges facing your business? Marketing and advertising has changed beyond all recognition since I started Brooker and How in 1979. We survived quite a few recessions, the introduction and revolution of computer design, the arrival of the internet and websites and a massive downward pressure on pricing throughout the industry. We had to adapt to survive but survive we did until, during my illness, we were made an offer we couldn't refuse for the business and sold.

Now working for myself, I need PI insurance - albeit at a reduced level - and as one of my current contracts is as a display poster sales contractor, I even have to have a tradesman's policy. Again, Ian advised and covered me in a matter of minutes, leaving me the time to do my work.

What would you like to see improved in the insurance industry? To be treated as a responsible adult with common sense. Less pages of tiresome 'for your data protection and money laundering, guilty until proved innocent' copy that treats me like a simpleton and more transparency where it matters. I appreciate that not every little element of cover can be clearly stated but sometimes very important elements of the cover are hidden deep within the policy.

Also, more customer care. Is there anything more patronising and annoying than being told 'your call is important to us, all of our advisers are busy. You are umpteenth in the queue'?

When I call Manor, their team make me feel welcome and valued. More of that, please.

What are your reflections on insurance? You get what you pay for. I know the old adage that 'insurance is expensive until you need it' but there can't be anything worse than finding out you aren't as well covered as you thought; that is the advantage of using a broker. If you work together and are honest and open then a broker's advice and knowledge is invaluable and I am sure can make the difference if you need to make a claim.