The opportunity to champion the values of the mutual ethos was one of the key reasons National Friendly’s new CEO, Graham Singleton, has taken on the role permanently.
Earlier this week, Health & Protection revealed National Friendly had permanently appointed Graham Singleton as CEO. He joined the Bristol-based health and protection specialist insurer at the end of 2019 before taking on the interim CEO role following the passing of predecessor Jonathan Long in December 2020.
Speaking to Health & Protection following this week’s announcement, Singleton said his first priority in his new role would be building upon the mutual’s 150 year heritage.
“This means being known first and foremost as an organisation that’s delivering excellent service to members at their time of greatest need, which tends to be at the point of a claim. We will also continue to work with strategic third party organisations, as this allows us to quickly and effectively broaden our offering to the market.”
Elaborating on why he has taken the role on a permanent basis, Singleton described his appointment as a “unique opportunity”.
“For me personally, with over 35 years industry experience, this was a unique opportunity to build and champion the values the Society aspires to, namely to be an industry disruptor and an organisation which sets the benchmark as to how insurance should be done, which the mutual ethos embodies.
“As we emerge from the Covid pandemic, the fundamental need for protection and insurance is probably more compelling than ever. The mutual business model, where the priority is unquestionably meeting members’ fundamental insurance needs at an affordable cost, is at the core of what we do. With a fantastic stable and loyal workforce behind us, we are well placed to act as an agent of change, while demonstrating the true benefits of a well-run business.”
Touching on the challenges that lie ahead in his new role, Singleton said: “Our biggest challenge is to be nimble, to be able to move with the times and to anticipate consumer need.
“We think we are doing this already with innovative launches such as our low cost accident only income protection and social care insurance products, which are so important in the current market.
“These challenges can and will be overcome, if we are able to go back to basics, stay true to the mutual ethos and continue to innovate and move quickly and efficiently. That is how we wish to be known, as a service led, nimble organisation which has its members’ interests as the driving force.”
