Role: Managing Director
Company: Independent Healthcare Solutions
Track Record:
Me and My Job
Audrey Spence
Managing Director
Independent Healthcare Solutions (IHS)
‘Being conscientious and ethical are most important in this role. My business is built on reputation and as Northern Ireland is such a small place, you cannot afford to give anyone the wrong advice,’ says Audrey.
What does your job entail?
My job is very varied and each day is different but as Northern Ireland’s largest independent health insurance broker one of the main aspects of my job is to review the marketplace and negotiate with insurers to make sure we are offering the best possible premiums available.
Each year businesses in Northern Ireland throw away thousands of pounds by not shopping around when it comes to renewing their health insurance policy and I would estimate IHS could reduce the cost of the current policy for around 95% of businesses. Each insurance renewal is looked at on an individual basis, depending on the needs of the client, and once I am happy that I’ve got the most competitive quote I will meet with the client to discuss how the policy will work over the next 12 months. A large element of my job is customer service and offering advice — this is very important as a lot of people find it daunting to contact a health insurance provider directly.
Is it 9-5?
The administration side of my job is nine to five but I often meet clients beyond working hours at various social events. It is lovely to catch up with them outside of the office.
Healthcare is quite topical at the moment because of the NHS waiting lists and you just never know when you are going to meet a new client — I’ve met new clients at social events and even on holidays in Spain and Portugal.
I often travel to England as well to visit insurers and keep up to date with the products on offer.
How did you get into this line of work?
I got into medical insurance by chance. I had taken two years out when my daughter was born and was looking for something that could offer me flexibility.
I had just taken out a family healthcare policy with a company called WPA and the following week I happened to see an advertisement in the Belfast Telegraph that they were looking for self-employed sales advisers. Within six months I became the NI regional sales manager and managed a team of 12 advisers.
Outline your career to date?
My first job was in a shoe shop when I was still at school. After school I joined the civil service where I worked for two years. Looking for a new challenge, I was lucky to get a job at Gallaher’s tobacco company as an account manager and this is where I discovered my love of sales. I worked in the licensed trade for a number of years before having my daughter but going back to this line of work wasn’t an option for me as it involved many unsociable hours.
I got my first job in insurance with WPA where I worked for four years before starting Independent Healthcare Solutions in 2002 — and I’ve never looked back.
Tell us about your qualifications/training
I have Financial Services Authority qualifications and every 12 months I sit an exam to ensure my knowledge is upto- date as medical insurance is regulated due to the constant changes in the industry.
What qualities are required for your job — personal and professional?
Being ethical and conscientious are most important in this role. My business is built on reputation and as Northern Ireland is such a small place you cannot afford to give anyone the wrong advice.
Communication with my colleagues is also very important as we all need to be aware of what is going on with each other’s clients.
What are the biggest challenges and rewards of your work?
The biggest challenge is to ensure we offer the best service to every client regardless if it is an individual policy holder or a large corporate scheme. Iam proud to say I have never lost a client to any other broker, so I must be doing something right. The most rewarding experience is helping a client to go through the process of claiming and knowing that my advice and input has been a great help to them.
It can be a very hard time for someone with an ill child or someone who has just been diagnosed with a serious illness so being able to guide them through the insurance claim is the most satisfying aspect of my job.
What do you like to do in your spare time?
I am trying to keep fit at the moment and have been attending a boot camp class three times a week. I also enjoy playing golf and I love to travel. I’ve been to many exciting places including Sri Lanka, The Gambia and Cuba. I’ve just recently put in a new kitchen in my house and I’m really looking forward to inviting my friends round and putting my cookery books to good use.
Who has inspired you most in your life?
Over the years I have lost some people very close to me through accident or illness. That loss has inspired me to make the most of every day and really appreciate the people around me. I am very blessed to have such a wonderful daughter, family, great friends and a job that I love, so what more could I want in life?