Phil Deacon has launched his own boutique consultancy, which will emphasise the important role that claims plays in all aspects of the insurance process from product design to marketing.
Deacon (pictured) said: “I’m very proud to announce that following a little time away and a lot of conversations across the industry, I have now launched my own boutique consultancy – Phil Deacon Consulting Ltd.
“After 30 years in the protection industry at large corporates and most recently a start-up, I’ve decided the time is right to step out on my own. I’m slightly nervous but mostly excited about future possibilities.”
Deacon previously worked at Guardian Financial Services for six years starting as claims manager in 2018 and then head of claims from 2020 to 2024.
Prior to that he worked as a claims specialist at Swiss Re for seven years from 2011 to 2018.
Back from Brazil
After leaving his position at Guardian, Deacon told Health & Protection that he took off for a month to holiday in Brazil.
“I took some time to go away and travel around Brazil for a month after Christmas which was wonderful. And then I spent the last two months talking to lots of people, gathering my thoughts and reading,“ he said.
“I’m in a position where I have 30 years of experience in claims.
“My concern is that lots of people in protection see claims as being kind of in a bit of a box over at the end of the customer journey.
“And when they’re looking at propositions and looking at the customer journey, I don’t think they necessarily see claims as having a role to play in the product design in the new business journey, in the marketing.
“But as a claims person, I spent my career looking back from the point of claim – right back to the product design and hearing and seeing how things work for customers and what goes wrong and what works for them.
“So actually I think I’m really well placed.”
In terms of developing clients, Deacon said: “I’m having some interesting conversations at the moment, with a couple of things almost over the line.”
Better customer outcomes
Deacon told Health & Protection that his passion is to help the industry achieve better customer outcomes, beyond simply paying claims which requires a fundamental shift in approach.
Deacon said: “My real passion is really helping the industry get better outcomes for customers.
“I believe that if we really embrace that – not just talk about it, not just tick the boxes, but if we really embrace that and invest in it, then I think it helps us as an industry.
“It helps grow the industry. It helps build trust and, and it should help people engage with our products.”
Deacon appeared as part of a panel discussion at Health & Protection’s Protection Forum, where he highlighted the power of calls received by claims handlers.
