Patsy Fagan – employee profile

At the heart of our business, it's the people who shape its essence and drive its success. This series is dedicated to introducing the vibrant personalities and diverse expertise that make up Servca.


March 7, 2024

Can you share a brief overview of your journey in the insurance industry and how you got there?

Having relatives already in the sector, I gained early exposure to the industry's dynamics, which led me to pursue my career in insurance. I currently have over 6 years of experience, during which my roles have included Commercial Claims Handling, Commercial Account Handling, and Technical Services.

I began my insurance career at Towergate Insurance in 2017, where I worked for 2.5 years as an account handler. This involved operating in a high call volume environment, dealing with property owners, general liability, and private household policies. I then transitioned to handling commercial claims at NIG Insurance. In this role, I managed end-to-end commercial claims and identified and managed any fraudulent activity. Both experiences have significantly contributed to my role in Technical Services, providing me with an understanding of how other businesses operate and emphasising the importance of accurate policy documentation production.

What motivated your decision to join Servca?

After gaining valuable experience working within larger corporations, I was eager to transition into a smaller, dynamic environment that would allow me to have a significant impact and contribute directly to the company's growth and success.

What led you to work in technical services?

I've always been intrigued by how things work and finding solutions to challenges. Technical services has provided me with the opportunity to deepen my knowledge, as each process we execute requires research, and an understanding of complex policies and regulations.

How do you stay updated on the latest trends and developments in the sector?

I find that meeting face-to-face with other people in the industry is where I absorb most of the information. The Technical Services team has a very close relationship with both the Brokers and Directors, which means we regularly visit clients and underwriters to gain a better understanding of the documentation we are producing. Additionally, I work very closely with the Head of Operations, which allows me to have a deeper understanding of why these developments need to be made and the timescales we must work towards to deliver an optimum client experience.

Where do you see the future of your work heading, and what excites you most about the industry's evolution?

The aspect of the Servca’s evolution that excites me the most is the opportunity for women to feel empowered to challenge stereotypes and take on leadership roles. I aspire to make a meaningful impact within the company in my future endeavours. I’ve seen this at Servca as we build out our business units and the opportunities I’ve had to grow with the company.

In your opinion, what qualities make a great team, and how do you promote collaboration among your colleagues?

Communication is a critical factor in ensuring that a team works effectively. When all team members are aware of their responsibilities and know who they can turn to for help, it creates a great working environment.

In Technical Services, we have stand-up meetings each morning to discuss our goals for the day and address any questions we may have. Additionally, we have a group meeting with the Head of Operations each week to assess our progress, discuss what has gone well, and identify areas for improvement. Keeping communication strong opens opportunities for each of us to share learnings and enables us to work better as a team.

Inside the office, can you tell us about a success you were particularly proud of and why?

I am particularly proud of my ability to take on new challenges at Servca. Although the majority of my experience lies in dealing with UK-based risks, I have recently expanded my knowledge to handle policies in the USA. After extensive training, I am proud of my ability to have picked this up, implemented processes and learned new systems and regulations.

And finally, what advice do you have for individuals aspiring to work in the insurance sector?

My main advice would be to stay resilient. The insurance market can be challenging; therefore, you need to always be prepared to adapt to changes in the industry, new market trends, and regulatory requirements.

A major challenge of working in Technical Services is that it's harder for us to create strong customer relationships as we are not client-facing, but this is something I’ve been actively working on. I’ve found being able to interact with clients has both enhanced our client experience and our internal processes. We need to ensure we are always resilient by putting ourselves forward and going the extra mile to build relationships.

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