Lindsey Taylor, protection customer success expert at Habito (pictured), speaks to Health & Protection about discovering a passion for protection, her unforgettable first protection case, why her biggest inspiration is her mum, as well as the importance of shaking it out.
How did you get your start in the sector?
Like many in the financial services world, my entry into the industry wasn’t exactly planned. I started at 18 as a mortgage case manager without the faintest idea of what a mortgage actually was.
What I did have was a drive to learn and a desire to find a career I could build on. Over time, I was lucky enough to gain exposure to both the mortgage and protection sides of the business, and that’s when things really started to click.
It was in protection that I found my passion. I loved the human side of it, the stories, the impact, the importance of getting it right.
From those early days to where I am now at Habito, it’s been a journey of curiosity, growth, and purpose. Every step, every client, every case has helped shape the adviser I am today.
What do you enjoy most about your current role?
What lights me up most is helping people who feel like they’ve run out of options.
Whether they have been declined before or feel uninsurable due to health concerns, I get to step in and say, ‘Let’s see what we can do.’ There’s something incredibly rewarding about walking a client through a process they thought was closed to them.
Listening to their story, understanding their concerns, and then navigating the complexity to find them a solution, that’s what keeps me coming back day after day. It’s about restoring hope, and that’s something I’ll never take for granted.
Who is your role model – in life or in work?
My biggest inspiration is my mum. She worked incredibly hard to support us and still managed to be fully present, never missing a beat when it came to being a mum.
Now that I’m a parent too, I appreciate just how much she gave, and I strive to offer that same balance of dedication and love in both my work and home life.
Who has been your most important mentor in your career so far and why?
I’ve learned so much from so many talented people in this industry, but one name that really stands out is Penny Desborough.
Even back in my Dynamo days and now here at Habito, she is someone who believes in me, challenges me, and helps me grow in confidence when I am not quite sure of myself.
Her mentorship isn’t just about career advice, it is about showing me how to lead with integrity, empathy and high standards.
What advice would you give to people thinking about a career in the sector?
Protection is one of the most rewarding and purpose-driven corners of financial services but it can feel overwhelming at first. My advice? Don’t overthink it. Just start.
You don’t need to have all the answers, you just need curiosity, compassion and the willingness to learn.
And surround yourself with people who lift you up. I’ve been fortunate to work at places like Habito, where mentorship and collaboration are baked into the culture.
There’s always someone to learn from and always a way to grow if you stay open to the journey.
What has been your biggest setback and how did you overcome it?
I went through a tough period personally several life events happened back-to-back, and it had a real emotional impact on me. I found myself struggling to bring my full self to work.
But what helped me bounce back was being in an environment where I felt genuinely supported.
I’ve had the kind of colleagues and leadership who not only give you space to breathe but also gently remind you of your strength. It wasn’t a quick fix, but with the right people around me and the space to recalibrate, I found my confidence again, and I came out stronger for it.
Laugh or cry – what did your most memorable client or case make you want to do and why?
My first ever successful claim case will always stay with me.
It was a challenging one, months of chasing GP reports, navigating medical screenings, and keeping the client engaged when they were ready to give up. Eventually, we got the cover in place. Six months later, they had to make a claim.
I’ll never forget the email I received thanking me. The client told me that if I hadn’t been so persistent and supportive, they wouldn’t have had the protection they needed in that critical moment.
That message moved me deeply. It wasn’t just a policy, it had a real impact. That’s why I do this job.
What’s your ultimate goal for your career?
I want to continue making a meaningful difference in people’s lives through protection, and eventually transition into a leadership or mentoring role where I can help others do the same.
Education is a huge part of that, equipping both clients and advisers with the knowledge and confidence to make the right choices.
My dream is to play a part in shaping the next generation of protection professionals, advisers and administrators who lead with empathy and never underestimate the value of what we do.
How would your boss describe you?
Probably something along the lines of “relentlessly passionate about protection, razor-sharp when it comes to detail, and always finding a way to bring warmth and energy to the team.”
I take my work seriously, but I also believe the best teams are built on humour, kindness, and a bit of sparkle.
What’s your biggest talent away from work?
Cooking is definitely my thing. I love the process of creating something from scratch, testing out new recipes and cooking for my family.
It’s my way of switching off, being creative and bringing people together, nothing beats a homemade meal shared with the people you love.
What mantra do you live by?
‘I may not be there yet, but I’m further than I was.’ It’s a simple but powerful reminder to measure progress, not perfection. Every day is a step forward.
What song would you regard as your theme tune?
Shake It Out by Florence + The Machine. It’s all about letting go of what’s holding you back and moving forward with strength and clarity.
But if you asked my friends, they’d probably say Titanium …. strong-willed, fiercely loyal, and not afraid to stand my ground.
