In this episode of The Insurindex Podcast, host Ben Bolton, MD of Gracechurch, is joined by Mike Bottle, Managing Director of Arch Insurance UK, and Janice Mullan, Regional Manager, South Coast & Thames Valley, to discuss how Arch has rapidly established a strong regional presence in the UK insurance market.
Arch, part of a global insurance group with more than $16bn in gross written premium, launched its UK regional business in 2019, with the aim of bringing London Market underwriting expertise directly to regional brokers.
Rather than competing purely on price, the strategy focused on service, accessibility and local decision-making, building a network of regional offices with empowered underwriters who could work closely with brokers and respond quickly to risk opportunities.
Mike and Janice reflect on the early years of the business including launching just before the COVID-19 pandemic and how a focus on responsiveness and broker accessibility helped the team build strong relationships during a period of market disruption.
The discussion also explores how the role of insurers in regional markets is evolving. As automation and digital trading grow in the SME segment, Arch has increasingly focused on the mid-market, while continuing to invest in digital tools and underwriting technology.
A key theme of the conversation is the balance between technology and human expertise. While AI and automation are transforming parts of the underwriting process, Mike and Janice emphasise that relationships, judgement and commercial instinct remain central to insurance trading.
Ben, Mike and Janice also discuss:
- Why accessibility and responsiveness remain the most important factors for brokers
- The importance of empowered local underwriters and regional market knowledge
- How insurers can build trust with brokers and customers through consistency and service
- Why claims performance has become a key differentiator in insurer selection
- The role of apprenticeships and talent development in addressing industry skills shortages
- How AI and automation may support underwriting rather than replace it
- Why strong relationships remain essential even in a more digital trading environment
Throughout the episode, Mike and Janice highlight how Arch’s strategy centres on long-term partnerships with brokers, combining regional presence with the scale and expertise of a global insurer.
Ultimately, the conversation argues that the future of insurance will depend on balancing technology with people – using digital tools to improve efficiency while preserving the relationships and judgement that define successful underwriting.
