My Journey from the Care Sector to Insurance: Insights and Advice

 

I’m James Burgan, and my career journey has been an interesting one, transitioning from nearly two decades in the care sector to working in insurance. I began back in 2005 as a receptionist in a care home, gradually working my way up to a director role. Through my years in care, I experienced the full spectrum of challenges that come with running a care facility—everything from staffing and retention issues to navigating the pandemic’s impact on the industry. Those experiences solidified my dedication to the social care sector.

After 18 years in the field, I decided to take on a new adventure by joining Attis Insurance Brokers. My task was to develop a care-specialist division—Attis Care—where I could combine my deep understanding of the care sector with insurance solutions designed specifically for care providers.

Bringing Care Sector Knowledge to Insurance

I feel strongly that an insurance broker should provide more than just coverage; they should offer additional support that’s tailored to the unique needs of care providers. At Attis Care, I’ve built a system that does exactly that. It’s not just about having the right policy but about understanding the day-to-day risks that impact care facilities. Our goal is to help clients mitigate those risks before they drive up insurance premiums.

For instance, I saw firsthand the challenges that care providers face with the new Quality Statements Framework. Through our partnership with Achievable Care Quality Community, we provide clients with short training videos to help staff grasp these quality statements. We also developed a contact preference form to streamline staff feedback during CQC inspections, helping clients better meet compliance standards. And in terms of sustainability, which is becoming a CQC focus, we’re partnering with Grace Cares CIC to help operators implement sustainable practices.

This year, at the Care Show, we launched the first-ever Sustainability Guide for Care Managers in collaboration with Grace Care CIC and The Caring View. We’re committed to being true care-specialists—offering a level of support that most corporate brokers simply don’t.

Navigating Post-Pandemic Changes in Insurance

The pandemic brought sweeping changes to the insurance landscape for care providers. Even before COVID-19, insurance rates were climbing due to rising reinsurance costs. The pandemic accelerated this, pushing some insurers to leave the sector entirely, and causing premium rates to increase sharply, sometimes by 50% or more for larger groups. Rates are stabilizing now, with average increases of 5% to 10% depending on a provider’s claims history and CQC ratings.

The recent updates to the CQC assessment framework give care providers more opportunities to improve their ratings, which can positively impact insurance premiums. Insurers are encouraging care operators to be proactive in managing risks, highlighting technology’s role in improving operational efficiency and reducing risks, especially in medication management. There’s a strong emphasis now on cyber risk as well, and insurers want to see that operators have robust data security measures and contingency plans in place.

Documentation and compliance have also become critical focus areas for insurers. They urge care providers to develop custom policies that reflect their operations rather than relying solely on generic templates.

Advice on Insurance Renewal and Broker Selection

One lesson I’ve learned is the importance of reviewing insurance policies instead of automatically renewing them. The care insurance market has opened up post-pandemic, leading to more competition and better pricing options. I encourage care providers to explore alternative quotes, even if it’s just to ensure that their current broker is genuinely looking out for their interests. Some brokers, unfortunately, tend to stick with one or two insurers, which limits their clients’ options.

Switching brokers can be time-consuming, especially with all the detailed information insurers require for underwriting.

You will need information about current staff figures, turnover, PAYE numbers, building construction details, risk assessments and many more details to complete a full quote. It is important we get the full accurate facts to ensure you are adequately covered. Any company not getting full facts is putting you at risk.

However, starting this process three months before your renewal date can help. For those considering a change, appointing a new broker can streamline things by allowing the new broker to access existing information from your current insurer, which saves time and gives the new team a chance to show what they can offer.

Why Directors and Officers (D&O) Insurance Matters

One insurance policy I believe every care operator should consider is Directors and Officers (D&O) coverage. Given the heavy responsibilities we carry as care providers—managing clients, employees, and compliance obligations—D&O insurance can protect us from potential liabilities arising from human error or regulatory issues. It’s a safety net that can shield us from personal liability and help safeguard the organization as a whole.

Final Thoughts

Insurance isn’t just a necessary cost; it can be a real asset for your business if approached thoughtfully. At Attis Care, we focus on being more than an insurance provider. We aim to bring true value to our clients through proactive support and guidance that addresses the unique risks in the care sector.

Thank you for reading about my journey and for letting me share what Attis Care by Attis Insurance Brokers is all about. My hope is that my experience in the sector helps fellow care professionals turn insurance from a simple expense into a strategic resource.

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