As CEO of Europ Assistance ANZ, Anna Gladman has been exposed to many parts of the insurance industry.
In this interview as part of our Women in Travel series, she speaks on the top trends shaping travel insurance, as well as her own journey in becoming a CEO.
The 2024 Women in Travel Awards are next week! Buy your tickets HERE.
What do you see as the top trends shaping the travel insurance industry right now?
Awareness of the need for travel insurance continues to be high and customers are looking for confidence and trust that they will be supported when things go wrong.
Companies that can build that trust and deepen relationships will continue to have an edge and the right technology is critical in delivering this to customers. The customer promise is important for every business. Empowering customer facing and medical teams with the right tools and experience to respond appropriately to customers at the right time, who are experiencing heightened stress levels, is critical.
Technology is rapidly evolving, enhancing service efficiency and supporting multi-channel interactions. Mobile apps and AI for example will continue to streamline inquiries and claims, providing real-time assistance for customers. These innovations help meet customer satisfaction, build trust, and maintain a competitive edge. The key is having a clear plan and knowing how and when to implement the right technologies.
When did you first decide you wanted to be a CEO and was this something you had support with?
I have always worked hard and as opportunities came my way, embraced and approached them with an open mind. I was first offered a role as managing director of an insurance company in 2015. I certainly found having broad experiences in my previous roles a significant advantage when you first move to leading multiple areas of a business.
I have been quite fortunate to have some wonderful mentors and coaches, who have, and continue to help me on my leadership journey and help me with new ways of thinking and different perspectives.
What’s the best thing about working in insurance?
Insurance is often misunderstood or overlooked but plays a fundamental role in helping the world go round.
Having grown up with parents who were dedicated teachers and active volunteers in the community, I quickly learned the value of giving back, and working in insurance has given me the ability to continue that legacy.
I find immense personal satisfaction in helping people during what can be some of the toughest days of their lives and the difference this support can make to both financial and mental wellbeing during this time.
One of the things I love about Europ Assistance, is that caring has always been at the heart for more than 60 years and is truly embraced by the company as its most sacred belief. When you see the stories of the customers we help each day, it is a powerful reminder of why a career in insurance is so rewarding.
Is there anything you would have done differently in your career looking back?
That is a tough one. It is very easy to say ‘of course’ but in reality, it isn’t possible.
I do spend a lot of time reflecting on areas that may not have gone as well as I would have liked. These may be small things, but they add up and small tweaks can make a huge difference.
It can be uncomfortable to delve deeply into these, but over time, this is what makes us better and it sometimes needs to hurt for us to appreciate the lessons. I try to focus on what I will do differently in future rather than spending a lot of time on what I would have done differently in the past and find this a much more useful frame to use in reflecting.
We are all human and make mistakes but it’s how you handle these difficult moments to grow to become a better person, both inside and outside the office. This mindset has helped me continuously improve and grow, and something I encourage in my colleagues and team.
This interview is part of our Women in Travel series ahead of the 2024 Women in Travel Awards. The awards celebrate women who have achieved astronomic success in their professional arenas, celebrating their invaluable contribution to the industry through leadership, innovation and courage.
This year the theme is ‘Follow her lead’ and we’ll be championing the power of community and women in the industry working together to create the best experiences possible for Australian travellers.
Buy your tickets HERE.
