On 17 March 2026, senior leaders from across the London insurance market gathered at Devonshire Terrace, London, for the London Market Forums (LMF) Change, Operations & Business Transformation Practice Group breakfast roundtable.
The session, titled “Making Offshoring Work in Insurance whilst staying in control,” brought together executives from underwriting, broking, claims, operations, finance and transformation functions to explore one of the market’s most pressing challenges: how to scale efficiently through offshore models without compromising quality, control or governance.
Convened by Roger Oldham, Founder and CEO of LMF, the roundtable focused on practical, real-world application moving beyond theory to share what is working across the market today, and where firms continue to face challenges.
Featured Perspectives: Bridging Strategy and Execution
The session featured Adam Conrad, CEO of Intogreat, alongside Troy Mansell of AB Phillips, combining strategic and operational perspectives on making offshoring work in practice.
Drawing on experience supporting insurance organisations across the London Market, Adam shared how firms can move beyond fragmented outsourcing approaches to build integrated offshore capabilities.
Troy complemented this with insights from AB Phillips’ offshoring journey, highlighting the realities of implementation, adoption and long-term operational impact.
From Cost Lever to Strategic Capability
A central theme from the discussion was the shift in how offshoring is being approached across UK.
Rather than being viewed purely as a cost-saving mechanism, offshoring is increasingly recognised as a strategic capability that enables:
- Scalable operations
- Access to high-quality talent that operate as a true extension of their business
- Improved operational resilience
However, realising these benefits requires a structured approach – one that prioritises integration, governance and long-term alignment.
Four Pillars of Successful Offshoring
During the session, Adam outlined four critical areas that underpin successful offshore models:
1. People
Building high-performing offshore teams starts with hiring, onboarding and retaining the right talent.
A key proof point shared was achieving 94% staff retention, demonstrating the impact of investing in engagement, culture and long-term development.
2. Tools & Systems
Ensuring offshore teams operate within the same systems and technology environment as onshore teams is essential for consistency, visibility and performance.
3. Processes
Standardised, well-documented processes enable alignment across locations and reduce operational risk.
4. Control
Strong governance frameworks, clear accountability and transparent reporting ensure organisations retain full control over quality, compliance and outcomes.
These four pillars align with the broader “Top 10 Essentials” framework introduced during the session – providing a structured approach to designing and scaling offshore capability within insurance organisations.
What Works in Practice
The roundtable reinforced that successful offshoring is less about geography and more about execution. However, several practical principles emerged from the discussion:
- Start with clearly defined roles and outcomes, not just cost targets
- Embed offshore teams within existing business structures, rather than operating them as separate units
- Invest in onboarding, training and cultural alignment from the outse
- Maintain visibility and control through robust reporting and governance
These insights reflect what Intogreat consistently sees across client engagements: offshore success is driven less by location, and more by how well teams are integrated and managed.
Contributing to the Market Conversation
As a Corporate Member of London Market Forums, Intogreat is committed to contributing practical insight to industry discussions that shape the future of insurance operations. Events such as the LMF Practice Group roundtables provide a valuable platform for sharing experience, challenging assumptions and helping market participants navigate change with greater confidence.
For Intogreat, the conversation around offshoring continues to evolve from efficiency alone, to building high-performing, scalable and well-governed operating models that support long-term growth.
As part of the session, a white paper written by Adam outlining the “Top 10 Essentials to Get Offshoring Right” was introduced. This framework provides a practical, structured guide for insurance organisations looking to design, implement or optimise offshore teams.
To access the white paper please visit this link: Top 10 Essentials to Get Offshoring Right
About the Event
The London Market Forums Change, Operations & Business Transformation Practice Group brings together senior insurance professionals to share practical insights, real-world experiences and actionable strategies.
LMF has been facilitating industry collaboration for over a decade, supporting the growth and development of the London insurance market through its roundtables, summits and workshops.
Learn More About Intogreat’s Offshore Solutions
Insurance organisations exploring offshore delivery models can learn more about how Intogreat supports the London Market through UK-aligned, in-house offshore teams.
Visit www.intogreatsolutions.com or connect with Intogreat on LinkedIn to find out more.
“We’re very pleased to welcome Intogreat to the LMF Corporate Membership community. As firms across the Market continue to look at operational efficiency, scalability, and talent strategies, having partners like Intogreat involved in our discussions adds real depth and practical insight. Their experience in supporting insurance organisations with high-quality offshore solutions will bring valuable perspective to our community roundtables and practice groups.”
A Shared Focus on Collaboration and Practical Insight
As a Corporate Member, Intogreat will actively participate in LMF discussions, sharing practical insights gained from supporting insurance organizations with offshore, in-house delivery models that prioritise quality, transparency and retained client control.
Adam Conrad, CEO of Intogreat, commented:
“We’re thrilled to join LMF as a Corporate Member. The London insurance market is one of the most dynamic and respected in the world, and we’re excited to contribute to a community that champions collaboration and innovation. Intogreat has a strong track record of supporting insurance organisations with high-quality offshore talent solutions, and we look forward to working closely with LMF members as the industry continues to evolve.”
London Market Forums has been putting insurance professionals at the heart of market discussion for over a decade, fostering meaningful connections and driving impactful conversations that help both organizations and individuals grow and prosper.
Enquire About Intogreat’s Offshore Talent Solutions
Insurance organizations exploring offshore delivery models, UK-aligned talent strategies or in-house offshore teams are invited to learn more about how Intogreat supports the London insurance market.
To enquire about Intogreat’s offshore, in-house team solutions or to arrange an introductory discussion, visit www.intogreatsolutions.com or connect with the Intogreat team on LinkedIn.
