Declan Maggs, protection specialist at London & Country, speaks to Health & Protection about how his brother-in-law inspired his move into protection, navigating the challenge of cancelled policies and why drinking Red Bull like water gets him through the day.
How did you get your start in the sector?
I left my previous employer close to two years ago. I have always had a passion for customer focused industries and have forever wanted to join a company that not only focuses on protection, but can and will make an active difference to peoples’ lives with the services they provide.
My brother-in-law has been with L&C since 2021 as a protection adviser. When my partner and I moved into our first property, he helped us through the process of setting up our protection plan.
At that stage, listening to him, I thought to myself that this is something I want to do. Fast forward six months, I was offered a full-time position within the team at L&C.
What do you enjoy most about your current role?
I really enjoy the feeling of every customer enquiry, each of which holds a new opportunity to develop and to help clients that are starting a new and exciting chapter in their life.
That’s the case whether it is a fresh new property purchase, re-mortgage or someone that requires my advice to make sure they have financial planning in place to protect themselves and their family.
I mostly enjoy the variety of different people I speak to on a day-to-day basis. No two conversations are the same. The feeling of making a positive impact when people are making very important life adjustments is imperative and I feel honoured to help them along their journey.
Who is your role model – in life or in work?
This may sound very clichéd, but outside of work, my role models would be my mum and dad.
My mum and dad have always shown me the importance of hard work and making sure I get the best out of every opportunity that is offered to me.
From my mum, I’ve learned the value of patience and understanding, and from my dad, the importance of persistence and staying true to myself, no matter what.
These are great attributes to hold while working within the protection industry as it allows me to really appreciate that everyone’s circumstances are different, and no matter what, I will address everyone with the same level of respect, no matter their differences.
Within L&C, I see anyone who is performing better than me in my role as a source of inspiration.
They’re proof of what’s possible with the right strategies and mindset, and I’m always eager to learn from them to improve my own approach. I think the best way to improve is to learn from the top advisers.
Their experience and success encourage me to challenge myself and push my boundaries, so they’re not just role models, they’re part of what keeps me focused and driven.
Who has been your most important mentor in your career so far and why?
I find it very challenging to choose just one individual mentor. Within L&C I truly believe that everyone I have spoken to, asked for help or requested feedback from have played a part in who I have become.
If I was to narrow it down, I would choose:
Lauren Doyle, my team manager. Since starting, she has pushed me to become a better adviser in every way possible. She provides constant feedback to enable me to administer high quality advice and protect more clients.
Amy Potter, senior advice manager. The driving force of making sure the protection department achieves its goals, constantly pushing me to thrive and aim for excellence within my role.
And finally, Emily Summersgill, learning and development coach. Without Emily’s wide range of knowledge and experience and in-depth training at the start of my career, I would not be as knowledgeable as I am now. I was very overwhelmed with all the new information upon starting but Emily’s training process really put my mind at ease and helped shape me to be a great adviser.
What advice would you give to people thinking about a career in the sector?
First and foremost, it’s important to be passionate about what you do. Advising can be challenging at times, but if you genuinely care about the product or service you’re offering and believe in its value, it makes the work so much more rewarding.
No matter where you start, there’s always room to grow. The best advice I can give is to constantly learn from others, whether it’s mentors, colleagues, or your own experiences.
The industry is always evolving, and keeping your skills sharp through learning and adapting is crucial.
What has been your biggest setback and how did you overcome it?
One of my biggest setbacks was when I faced a couple of cancelled policies in the same month. Things had been going well but I couldn’t figure out why this was suddenly happening. It felt frustrating, especially when I was putting in just as much effort.
The key to overcoming this setback was realising that setbacks are a part of the journey and not an indication of failure.
I made some tweaks to my approach, refining and adjusting how I engaged with customers and focusing more on building stronger relationships. I also invested time in learning new techniques, reading industry-related material, and listening to my colleagues to help grow and refresh my knowledge.
Laugh or cry – what did your most memorable client or case make you want to do and why?
Cry – I have always said this is a case I will never forget. At the start of 2024, I was put in contact with a new client that wanted to explore protection provisions to guarantee her family were fully protected against the worst. At the time, they had a new-born and were purchasing a new property.
Due to a recent car accident and subsequent long recovery process, the couple were very receptive to cover and understood the value in making sure they had the best plan tailored to them. Upon application, the husband’s protection was postponed due to pending investigations in relation to the accident, whereas her policy was accepted on standard terms. Despite my best efforts, they wanted to wait to start all the policies at the same time.
A couple of weeks later, I called them to check in and was presented with the information that the customer was now undergoing tests for suspected cancer. I felt helpless and could hear that she regretted not starting her protection policy when I urged her to previously.
Thankfully, I was able to go back to the client and reassure that she could still have the cover, as the Guardian plan had no ongoing duty of disclosure once the application was submitted.
Fortunately, we never had to explore an immediate cover claim, because further examination found all to be ok and no cancer. Overall, we were able to give significant reassurance and peace of mind by working alongside the customers.
Fast forward eight months, they reached out to me again to put the remaining cover in place, now all tests had been concluded. I felt privileged that she came back to me for further advice/support.
What’s your ultimate goal for your career?
I’d be lying if I say I didn’t want to be the best. But ultimately, I want to be the person people look up to, the person that people approach for help and motivation to thrive within the industry.
On top of that, I want to maintain a healthy balance between career and personal life.
I believe that true success comes from being fulfilled both professionally and personally.
How would your boss describe you?
My boss would say I am a go-getter. Someone with drive and someone who has a voice and is not afraid to speak up. I’m self-sufficient and know what is expected of me.
Also, someone who drinks Redbull like water, to get me through the day.
What is your biggest talent away from work?
I strongly believe that my biggest talent is raising my new daughter.
I feel that the reason why I put in all of my effort to try to excel in everything I do is to ensure she gets the best life I can give her.
She is the root cause and driver for my career success.
What mantra do you live by?
‘I can’t complain about how much is on my plate, when the main goal is to eat.’
Advising can be challenging at times but this line helps remind me to see busy periods as a positive opportunity to help more customers.
What song would you regard as your theme tune?
Green Light – Pitbull – that’s for all you darts fans out there.