Going “Under Cover” with Hamilton Fraser’s Gerry Barrett

INSTANDA’s LinkedIn Live series, Under Cover, returned with its second episode on February 26, 2025. INSTANDA hosts Katy Murray and Andy Watts were joined by Gerry Barrett, Managing Director of Insurance at Hamilton Fraser, as they explored the practicalities of innovation within the insurance industry. This dynamic conversation highlighted the agility of mid-sized organizations, the importance of customer-centric strategies, and spotlighted Gerry’s favorite ‘employees,’ Hammy and Fraser!

Here’s a roundup of the key takeaways from this thought-provoking discussion.

A Journey of Pivots and Growth

Hamilton Fraser, a UK-based MGA, is set to celebrate its 30th anniversary in 2026. Reflecting on this milestone with Katy and Andy, Gerry outlined the company’s evolution from a small insurance broker to a significant player in niche markets like medical malpractice and the private rental sector.

One of the pivotal moments in its history was the launch of a tenancy deposit protection scheme in 2007, a response to new government regulations. This decision not only diversified the business but also laid the foundation for its growth in the landlord sector, which remains a big part of its business today.

“Pivoting and seizing opportunities has been our strength,” Gerry noted. “The ability to adapt and grow is a hallmark of Hamilton Fraser’s success.”

Watch the LinkedIn Live Playback here

Gerry’s Career Pivot into Insurance

Gerry shared his career story, which is a pivot tale of its own. With an accountancy degree under his belt, Gerry initially started his professional life in the energy sector but quickly realized it lacked the excitement he craved. “I wanted to do work that got me really excited to get out of bed every morning,” he said, “and insurance became that calling.”

After years of moving between large utility and insurance businesses, Gerry joined Hamilton Fraser in 2023, eager to bring his expertise to the table.

The Power of Agility in Mid-sized Businesses

Gerry praised Hamilton Fraser’s company culture and ability to make swift decisions and execute them effectively. “With around 250 employees, decision-making is faster, insights are actioned quickly, and we achieve tangible results,” he explained.

This nimbleness drove impressive growth in 2024, with new business sales increasing by 40% and January 2025 seeing another 50% year-on-year increase.

Gerry credited this success to Hamilton Fraser’s collaborative culture and a focus on leveraging insights to optimize operations.

A Unique Office Culture

A standout feature of Hamilton Fraser’s culture is its people-first approach, perfectly embodied by its office dogs, Hammy and Fraser.

Since the Covid pandemic, the furry duo has been a great source of joy and light relief for employees. “Not only are they my favorite members of the team," Gerry recalls in jest, "Spending time with animals is proven to reduce cortisol, the stress hormone, and increases oxytocin, the feel-good hormone,” he shared with Katy and Andy. “Our employees take them out for walks. It’s all part of who we are as a company,” he added.

Gerry explained their Northwest London office reflects the creativity of its theatrical surroundings, with décor inspired by the local movie scene. From Doctor Who memorabilia to Harry Potter figurines, every corner exudes personality. “Where else can you discuss strategy with a Dalek in the Boardroom?" shares Gerry.

Enhancing Customer Experience Through Expertise

It’s exactly this type of very human connection that trickles through the business.

Excellent customer experience lies at the heart of Hamilton Fraser. Answering Katy’s question on what good customer service means, Gerry shared the company’s commitment to blending digital innovation with expert advice to meet customers' needs seamlessly. "Our strength is in providing quality advice informed by market expertise," he shared. "We don’t force customers into rigid processes; we create intuitive journeys complemented by access to real experts when needed."

He also underscored the crucial balance between leveraging modern technology, like INSTANDA’s SaaS platform, and maintaining human touchpoints, a lesson he had learned the hard way during his time in the energy sector.

"Customers are like running water. They will find their way to another organization if you make it hard for them to connect," Gerry warned.

Unlocking Growth Through Digital Innovation

Gerry discussed how Hamilton Fraser is harnessing the power of INSTANDA to support its digital transformation. INSTANDA’s flexibility and rapid deployment have been instrumental in the company's ability to launch digital schemes that provide 24/7 access to customers.

"We’ve adopted a ‘crawl, walk, run’ approach with our new Total Property Monster platform,” he shared. “It integrates our diverse property products, laying the groundwork for sustained growth in the years ahead.”

He also highlighted how INSTANDA facilitates a culture of experimentation through A/B testing and customer feedback, enabling Hamilton Fraser to continually refine the customer experience.

“Having the right tool is one thing, but using it in a flexible, customer-centric way is what drives success,” Gerry added.

Memorable Insurance Moments

Rounding off the conversation on customer service, Katy asked Gerry to share a moment, from his past, where insurance had a profound impact on a customer.

Gerry reflected on a particularly striking moment in his career. A company he worked for was managing a travel insurance claim for a customer bitten by a sea lion in the Falkland Islands in the South Atlantic off the coast of Chile and Argentina. “With infection setting in,” Gerry remembers, “we arranged emergency transportation aboard a U.S. warship to ensure the customer received life-saving treatment just in time.”

“It’s moments like these that remind us of the profound impact we [the industry] have,” he added.

Looking Ahead

Further reflecting on the invaluable role insurance plays, the episode concluded with insights on the future of insurance, emphasizing agility, customer-centricity, and the potential of AI.

Gerry’s passion for the industry was palpable, as he noted, “Personally, I really enjoy working in insurance. It is such a competitive market. The time taken to go from an idea to full actualization across the market is getting smaller and smaller. The influence of technology is enormous. With AI now in front of us, it’s more exciting than ever,” he concluded.

Watch the Full Episode

Didn’t catch this episode? No problem! Watch the full LinkedIn Live recording to hear firsthand from Gerry Barrett on how Hamilton Fraser is redefining agility and customer experience in insurance.

Stay tuned for future episodes of Under Cover, where we’ll continue to spotlight innovators at the forefront of shaping this dynamic industry.

Curious about how INSTANDA empowers companies like Hamilton Fraser to innovate and thrive? Reach out to us today and discover how we can help your organization adapt, grow, and unlock new opportunities.