Ian Ritchie

Overheard was most amused to hear a tale from way back about PB's own management clinic aficionado Ian Ritchie. 'Old friend' Vince Gardner let slip that, as a young inspector for Royal Insurance, Ritchie suggested selling dusters and mops door-to-door on his behalf to 'further his earning potential'. Clearly, Ritchie, now a respected member of training and compliance outfit Robin Wood Associates, has drastically evolved his concept of continued professional development over the years.

PB's deputy editor had a bemusing experience recently while searching for home contents cover - using a broker, naturally. Being a simple enough task for a broker to quote for a personal lines policy, and with no taxing risk management or awkward claims history to take into account, she was flabbergasted when broker after broker refused to quote. Fair enough, many were unable to help due to her postcode - read 'check with underwriter'.

However, to quote one unnamed broker, a quote was not possible because his computer had 'thrown a wobbly' over the postcode. Amazingly, he then recommended that our champion of the broking cause try Tesco! PB hopes this attitude is not representative and takes no responsibility for casualties in the war against direct writers if brokers are personally recommending them! To top this, two quotes were eventually obtained and, when enquiring on both occasions how the cost broke down into monthly instalments, she was invited to "work it out herself"! Come on guys and girls, this is a service industry whose unique selling point is professional service and advice. Could the relevant parties please write this out 100 times.

Sadly, we are talking about some pretty big players here.