US specialty insurer Markel says it has taken a “balanced” approach to work practices across its Brisbane, Sydney and Melbourne offices.

Before launching its Australian operations last year, the insurer’s local leadership team made trips to other Markel offices, including London, to get ideas for the Australian set-up.

The hybrid approach they have taken involves regular engagement between leaders and staff, and opportunities for employees to meet in person during the year.

“All of our teams are encouraged to undertake regular face-to-face visits, go and see each other in each of the offices at least twice a year,” head of professional and financial risks Australia Kym Beazleigh told insuranceNEWS.com.au.

“In terms of learning and development, we encourage people to be very mobile and have the freedom to see people. We make sure we budget for that. We do have that nice mix of on-the-job face-to-face learning versus having structured video calls or phone calls.

“And I think it’s important to note [that] we’re not set up so that if you’re based in Melbourne, you never go to Sydney, or you’re only there once a year, or if you’re based in Brisbane, you never get to Melbourne. That’s just not the case with us.”

He says there is no turning back from the hybrid work environment, and businesses must adjust. 

“We have to adapt to that … and we’ve been really fortunate to be able to build that out knowing what that needs to look like from start,” Mr Beazleigh said. “I guess the learning for us … was having a really balanced in-person versus online hybrid approach to learning and development in the same way that you would have a hybrid approach to working.”

Lisa Mitchell, head of claims in Australia, says the insurer has worked hard to ensure effective remote connections.

“For [us] and where we are in our journey, internal and external one-on-one interactions have been crucial in developing and maintaining a team spirit and achieving true collaboration to meet our clients’ needs,” she told insuranceNEWS.com.au.

“At Markel Australia, we’re ardent supporters of flexibility and working from home. It’s now built into our culture of empowerment – we value a balanced lifestyle and the ability to be ‘present’ wherever we are, and are committed to working effectively wherever our work station is located.”

Ms Mitchell, who joined the business a year ago, says one-on-one interaction “provides invaluable understanding and insight into how to support and be supported. Communication is key and being able to understand what motivates, distracts or challenges others assists us in being able to focus on the human element and communicate clearly.

“Working remotely is ingrained and fully accepted in our industry, and it works well as long as we continue to focus on building, maintaining and developing relationships and understanding.”