Wherever you are, we've got your back

For companies to remain successful as players in a global market, they must pair a broad international perspective with a meticulous eye for local detail. That means understanding not only the interconnectedness of a global economy but how countless specific market requirements around the world can affect one's business. When it comes to supporting international clients, HDI's motto is that it provides global solutions with a local perspective. 

But how is it possible for an insurance provider to merge these seemingly opposing aspects? "I like to describe what we offer as the promise from us towards the client that we will do whatever we can to cover them wherever they are. We want our clients to know: We've got your back." In making this promise a reality, HDI's Global Network division plays a central role. "Our network consists of different insurance companies which we connect with one another. It essentially represents our ability to provide insurance solutions for our clients in over 175 countries via our own entities and our network partner companies."

That's where international programmes (IPs) enter the game. An international insurance programme is not a product per se but rather a cross-border solution that provides cover for a specific line of business (LoB), be it property, liability, marine, engineering, etc. In an international context, each LoB is generally covered by a separate IP as the nature of the risks differs significantly. Setting up an IP means being able to appropriately assess a risk with the added complexity of making sure that the solution adheres to all specific local requirements. "Our goal is to be 100 per cent compliant," says Martial Fuge. "And our approach allows us to fulfil these compliance rules around the world."

If IP solutions require a global network, what keeps that network running smoothly? When it comes to the responsibilities of the Global Network division, Martial Fuge breaks it down to some basics. "My team and I are basically the network owners that provide guidelines and rules. We appoint new partners in countries where we have demand and need to find a solution. We also offer training and provide support on a daily basis. Whatever we do, we try to develop our network further to ensure a very high standard of quality within the network. That applies to the whole network – from producing to servicing. We talk to everyone, but we never interfere in any underwriting decision-making process. That is out of our jurisdiction, so to say."

In order to offer excellent service and top-quality cross-border insurance solutions within this deep and complex structure, communication and up-to-date information are key. "We have to be on top of things," remarks Martial Fuge. "We are always in contact with our local network partners. We try to maintain a constant flow of information. That means meeting with people and talking about current or changing situations." The work doesn't end with collecting the information. It also needs to be checked for its reliability and correctness. Martial Fuge describes the breadth of the task as Sisyphean because it never ends.

Another central aspect of ensuring the quality and performance of the network is tracking and troubleshooting. "If we see a tendency that something is out of the ordinary, then we get in touch with our network partners and try to find ways to improve the situation," the network manager adds.

The time it takes to provide the insurance policy is something the Global Network division can monitor not only to determine average processing times but also for the sake of improving quality of service. While creating best practices internally does reduce potential stumbling blocks, they are difficult to institute as every country is different. "Because IP is a global solution, which is complex in itself, you have to be aware of all of the factors and remain open-minded," explains Martial Fuge. "An IP is negotiated centrally, yet the laws differ from country to country." 

Recent events have demonstrated just how profound the effects of country-specific prerequisites and situations can be. Both private individuals and corporations are experiencing first-hand the causality leading to supply chain problems and economic destabilisation. During Covid, for example, the ever-changing legal requirements put businesses around the world to the test and proved an insurmountable feat for some. The war in Ukraine has also shed additional light on the vulnerability of the energy supply. Another example is the tension between Taiwan and China. With China being a leading world market, the effects will likely be felt by a multitude of companies around the globe. Then there are the effects of inflation, one of which is higher cost of future claims resulting from general price increases.

As if that weren't enough, international business would not be what it is without the various social and cultural factors. In addition to the obvious language barriers, other cultures often have a different way of doing business which requires a certain sensitivity and prior knowledge or experience. "Sometimes people lose their sense for different cultures and different behaviours. From time to time, we see that in a stressful situation, people become less sensitive to how their communication might be perceived in other cultures," says Martial Fuge. "Sometimes their tone becomes too forceful or direct. Our role as a team then lies in bringing these different parties from different cultural backgrounds together." 

That can take support from the sidelines and concrete coaching. "We are troubleshooters. We try to solve things. Sometimes the improvement happens as soon as the partner learns how to do certain things within our network using our tools. Sometimes it's just a matter of reminding them that communication is vital when you are trying to solve things." Martial Fuge goes on to emphasise how common the latter is and how to get the ball rolling towards improving a situation. "It can be as easy as a phone call. Sometimes it's a video call because the parties just needed to see each other's faces. Everyone then realises we're all nice people and that we just want to have a good relationship with each other. Suddenly, things improve drastically."

According to Martial Fuge, communication is the number one issue when it comes to solving problems – or why problems arise to begin with. Either parties fail to communicate from the get-go, or they don't communicate as soon as an issue arises. "I always say: 'Get on the phone or set up a meeting. Talk to each other.' Not everyone is an English native speaker, but everyone tries. As soon as people talk in person, they try to connect with each other to proactively solve whatever issue they have. Things can be worked out together on the spot in honest conversation. At the end of the day, we all have the same goal and that is to make our clients happy."

Covid changed the work world across the board. Looking back, Martial Fuge remembers: "Before Corona, I did quite a lot of traveling. We saw our partners, we connected with them. We were able to have a very close relationship and tackle issues straight away. During Covid we were not able to see each other in person for roughly three years straight." Despite the many positive developments, Martial Fuge also sees a bit of a downside to the flexible working model. "At the beginning, video calls were great because we were able to see people much faster. But it's becoming too much. With members of the teams working from home, you're always sitting in front of a screen. From my perspective, it's not conducive to building strong relationships." But he mentions that the team has begun travelling again. "We attended the first conferences again last year and we plan on hosting our own first network conference next year. We want to connect people with each other."

Global Network essentially means relationships with the added complexity that these ties span across borders. With one foot firmly planted locally and the other alternating through countries around the world, the Global Network team is always adapting to different situations that can change at the blink of an eye. There is a myriad of potential disruptors that the team must have on their radar. For Martial Fuge, it's what makes this field both challenging and special. "I've been doing this for more than 15 years and I'm still very motivated," he says. "I think it's the whole cosmos of IP, which I love, and the people. And it's also very rewarding when we find a solution for the client just by working together. What I love most about what we do is connecting with so many people around the world."