Ella Downes, healthcare renewals broker at Ascend Broking Group and Health & Protection’s Outstanding Newcomer 2025 (pictured centre right), speaks about being introduced to the world of insurance at school, a talent for going outside her comfort zone, and taking a customer call that felt like a Hollywood roller coaster bringing tears and laughter.
How did you get your start in the sector?
After completing my A Levels a year and a half ago, I knew that university wasn’t the path I wanted to go down.
I was eager to begin my career and gain experience, so I took the initiative to explore opportunities that would allow me to develop valuable skills and grow within a business environment.
With support from my school’s career programme, I was introduced to a role in the insurance sector.
What started as just an opportunity to learn, quickly developed into a genuine interest in the industry and since then, I’ve built a strong foundation in healthcare renewals and client relationship management.
What do you enjoy most about your current role?
It is and always will be assisting people to protect what matters most to them, whether that be their family or their business.
Leaving clients with that reassurance they have made active steps to improving their wellbeing and of those around them is a difficult feeling to describe, but I ultimately leave the office feeling as though I have made a difference, no matter how small that may be.
The work can be hard but it’s deeply rewarding because at the end of the day, you’re not just renewing policies, you’re renewing peace of mind.
Who is your role model – in life or in work?
My mum is my biggest role model because of how hardworking and dedicated she is.
She works long hours as an accountant, yet she always finds time to support me and our family. She never gives up and that inspires me to work hard and chase my own goals.
I admire her strength, patience, and the love she shows in everything she does.
What advice would you give to people thinking about a career in the sector?
Just do it – each day is so varied.
One minute you could be assisting a local family and then the next you are sitting in on a meeting with a large multi-national assisting them with structuring their international healthcare in multiple jurisdictions, it is fascinating and presents many opportunities.
What has been your biggest setback and how did you overcome it?
My biggest setback has been my age, at just 19 stepping into the insurance industry has often meant being the youngest person in events, networking and the workplace.
At first, it was intimidating to sit beside experienced professionals who had years of knowledge and confidence behind them but instead I chose to see it as motivation to focus on learning quickly, asking questions and showing my commitment.
Over time, I have overcome it by seeing my age as less of a setback and more of an advantage as bringing fresh ideas and energy brings a new perspective to the table.
Laugh or cry – what did your most memorable client or case make you want to do and why?
One case that will always stay with me involved a wonderful husband and wife who had been with the same provider for nearly forty years.
They had never switched, never reviewed the market, and had not made a claim since the 1990s. Sadly, their loyalty meant they were paying hugely inflated premiums without realising it.
When I reviewed their situation, I found them a policy that offered the same continuation of terms but at a substantially lower cost.
It felt like a huge win, until we hit one big hurdle: they needed to obtain their certificates online from their existing provider. The problem was that they were extremely reluctant computer users and very wary of anything digital.
What followed was a phone call that felt like a Hollywood roller coaster. From the moment we started logging into the portal, every step was an emotional twist: nervous laughter, moments of frustration, and even a few near tears when passwords did not work.
I guided them section by section, patiently walking through downloading the documents and finally sending them over to me. It was a marathon of reassurance and encouragement.
When we finally succeeded, the sense of relief and jubilation was incredible. They were overjoyed, not just because of the savings, but because they felt empowered to navigate something they had feared for years.
For me, it was a moment of pure pride. It reminded me that this job is not just about policies and premiums, it is about people, trust, and making a real difference in their lives.
So, laugh or cry? Honestly, both. I laughed at the little triumphs along the way, and I nearly cried with happiness at the end result. It was a story with a happy ending and one I will never forget.
What’s your ultimate goal for your career?
My ultimate goal is to develop a career where hard work and persistence allows me to make a real difference in lives.
I want to become a leader in the insurance industry, not just for expertise, but for my empathy and trust I earn from every client and colleague.
I aspire to turn challenges into opportunities and show that dedication and determination can open doors that talent alone cannot.
How would your boss describe you?
From the man himself – “determined, resilient and a little bit scary.”
What’s your biggest talent away from work?
My biggest talent away from work is my ability to explore outside my comfort zone.
Whether I’m learning a new skill, travelling new places or pushing myself in the gym, I love to stay curious. This reflects a mindset rather than a single skill as it keeps me open minded and ensures I grow from every experience.
What mantra do you live by?
‘Talent may open the door, but hard work keeps you in the room.’ Talent can provide a head start, however the hard work ensures you grow within the opportunities given.
What song would you regard as your theme tune?
Moves like Jagger – Maroon 5.
