Matthew Leslie, Claims Adviser
What are you passionate about, outside of work? I am passionate about bringing people together, building Christian communities, and learning about ways of working through our differences and establishing a bond of unity and peace among us. My second passion is raising and researching philosophical issues. I recently finished writing my Masters' Thesis on political freedom. I like thinking through large and complex moral challenges.
What is your PROUDEST moment working for Asteron Life? My proudest moment working for Asteron Life was the time I received positive feedback from a number of clients independently. We do our very best to help our clients during a time we know is very challenging for them – so I was very grateful to them for acknowledging this.
"Customers come to us because they need help at a very difficult time in their lives. I try to never forget that."
Dealing with customers each and every day, what have you learnt about people? What have you learnt about life? I've learned that people who choose to do the right thing, even if the consequences are less favourable for them, are generally happier people.
What is the most important quality that a customer-facing insurance professional such as yourself can have? I think the most important quality a customer-facing professional can have is the capacity to try always to deliver the type of service when you go beyond what is merely 'expected', where you treat the person as though they really matter. Customers come to us because they need help at a very difficult time in their lives. I try to never forget that.
Tell us about an example where this has worked smoothly? Like us, our financial adviser partners are hugely experienced in the claims process and understand what an incredibly difficult time it can be for clients. Most advisers have had relationships with their clients going back many years, so they bring this deep understanding of their clients' needs with them. This is especially helpful because it means that right from the start, the adviser can help the client understand what to expect. And then during the claims process, which of course we try to keep as short as possible, the Asteron Life claims teams establish close relationships with customers too.
What impact on customers' lives do you feel we have? There's far more to life than money. Yet the payment of an insurance claim can make such a massively positive difference to the life of a customer and their family.