BC NA December 2020

PROTECTIVE INSURANCE
Despite this response, the company
was more than adequately prepared to
meet the technological challenges of
the pandemic too. Having analyzed the
pre-lockdown situation and modelled
for various operational contingencies,
Johnson says that Protective
Insurance “didn’t miss a beat” throughout
the transition, even though it
was still undergoing a major tech
transformation at the time. “We had
tested some things and taken some
dry runs, but you never know until
you’re actually in that environment,”
he explains. “I think there was a lot
of fear and trepidation as to whether
our employees could effectively manage
our customer relationships, pay
claims, take submissions and communicate
effectively while working from
home.” Enabled by the company’s
technology team, which provided the
bandwidth necessary for sustaining
an equivalently high standard of customer
interaction virtually, Johnson
reports that staff were emboldened
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