Part II

Risk Management

For years the insurance and reinsurance markets have been talking about Enterprise Risk Management. Well, believe it or not, these days, risk managers should be looking at not just media, and communications in general, but also taking a good hard look at social media.

Again, Facebook is high on the list of factors that could impact on reputational risk. Facebook is probably the least useful tool so far in business to business social media for insurance and reinsurance markets. Those doing it well include Insurance Journal, Travelers and of course the rather wonderful Allianz Knowledge – who astonish and amaze at every turn.

So – don’t get to “het up” about it, as we say in Scotland. Like all social media, it is not rocket science – it just takes a wee bit of time to learn and understand – and a whole lot of common sense. Just think about what you want to say and who you want to say it to – before you do anything – and don’t do anything on Facebook that does not fit in with your corporate image or guidelines.

For those new to this, have a look at the recent Business Insurance webinar on the risks associated with social media – Marsh’s Simon Barker makes a lot of sense when he talks about social media in context of enterprise risk management and also on how to react to negative comments.

To be honest, I know of many companies that are quite frankly sticking their heads in the sand when it comes to social media. They have no idea what people are saying about them and whether or not it is damaging. This is because of the fact that many charged with communications are simply overwhelmed by the prospect of listening in – let alone taking part.

Just as a simple test, Google the name of your company, your chief executive – and the amount of garbage that comes back will give you a glimpse at how difficult it can be to sift through the messages, unless you have a very unique name (I am apparently the only Mairi Mallon out there – and because of my previous life as a journalist and the social media I do now, it takes 21 pages of Google to get to the nonsense)

So, you need to filter the analytics – no matter how you do it, from free Google Alerts to the more expensive tools like Radion 6. You need human eyes as well – which is another added layer to the already overwhelmed coms and marketing teams. On the same webinar as previously mentioned, see what Scott Martickle of Sentiment360 says about measuring the buzz and adding the human touch – which I consider to be ESSENTIAL.

From research already carried out, I can safely say that in wholesale insurance and reinsurance the buzz will not be that loud – you are not Coca Cola. So it will not be as scary as you think.

Once you have grabbed the bull by the horns and found out what is beings said about you –either positive or negative – and you need to decide whether to reply.

Just as in any communications  project – you don’t always need to respond. Staying quiet may be the better option. But at least you can make that decision once you know what is being said.

Marking your territory on Facebook is really important – it is like grabbing your url for your website all those years back – so go ahead and get it. The presence of corporations on Facebook has already dramatically increased in the past six months. This is part due to companies embracing Facebook, but also because of a new facility on the social networking site that draws Wikipedia descriptions of most of the FTSE 100 and displays them as a Facebook page.

Get control of your page – you don’t want an employee setting up a fan page in your name and not controlling any of the content. At the same time get your Twitter name and your YouTube channel registered.

And then think about content. Decide what to say – only good content will attract any real value. I get about 5% of my website traffic from Facebook – and it grows all the time. So don’t dismiss it out of hand – there are people using it cleverly. Just watch and learn from the folks at Allianz and Travelers.

I know I’ve promised Part 2 of the Risk and Rewards of Facebook, but that can wait. I’m just back from my hols and it has been a pretty exciting couple of weeks for rein4ce and the lesson is on hold because I want to bang my own drum today.

All the excitement in the office is due to the fact that:

1. We made it to number four spot in the top ten most influential PR companies (it is on page 26 at the top) in the market in Reinsurance Magazine. They said of us: “The new kid on the block, ex-journalist Mairi Mallon’s rein4ce is making waves, especially in social media. One to watch, especially in Bermuda: she is pulling in new clients at speed”. And…
2. Our blog was put on the list of Lexus Nexus’ Insurance Law Community’s Top 50 Insurance Blogs – which, by the way, is an excellent list of industry blogs from all kinds of market participants and their service providers.

My favourites on this Insurance Law Community blogger list go to (in alphabetical order)

1. GC Capital Ideas

2. InsureReinsure

3. Reinsurance Blogger

4. The Insurance and Reinsurance Report

5. Zurich Risk Debate

As you can imagine, we have been basking in our own glory – and I wanted to share it with you.  We are also heading to 1000 twitter followers with @reinsurancegirl, and the following for this blog grows every time I post.

So this is a little song for all of you as a thanks for reading (and to cheer up your Friday – check out the shoes too…)

Rein4ce is less than two years old and has already won clients in London, Bermuda and United States as well as being recognised as one of the most influential PR companies in the market globally. We would not have been able to achieve this unless we had used social media in a focussed way to grow the business.

Without wanting to blow our own horn, I think we can confidently say that rein4ce is a living, breathing example of how social media really can work in the insurance and reinsurance sectors.

Part 1

The risks of Employees:

Last week Facebook hit half a billion active users. Many in the insurance and reinsurance world would say “so what”, but in the most basic business, let alone complex risk management, Facebook’s risks and rewards have to be understood.

If you don’t know the risks with employees – here they are: basically your staff can go on and do oodles of reputational damage if you: a) hire substandard people who don’t know the boundaries; and b) don’t tell them they can’t. From criticising competitors to revealing trade secrets, Facebook is number 1 when it comes to giving managers the jitters.

In truth these risks have always existed- brokers mouthing off in the pub/bar, gossip on accounts by the watercooler, rivals asking employees for confidential information – but now, with social media, indiscrete (or plain stupid) comments can flash around the world in seconds. This is why this needs to be understood and managed.

Every business should have a code of conduct, which should cover pretty much everything already – but a bit of a reminder about what staff can and can’t do can really help. A social media code of conduct is essential.

Here is a quick cut-and-past guide in case you have not got one and is based on the social media guidelines we use at rein4ce.

1. Know and follow our corporate guidlines. The same rules apply online.
2. Users are personally responsible for the content they publish on blogs, Facebook LinkedIn, Twitter or any other form of user-generated media.
3. Identify yourself—name and, when relevant, role within the organisation—when you discuss the company or company-related matters. Make it clear that you are speaking for yourself and not on behalf of the company.
4. Respect copyright, fair use, and financial disclosure laws.
5. Don’t provide confidential or other proprietary information. Ask permission to publish or report on conversations that may be deemed to be private or internal to the company.
6. Don’t cite or reference clients, partners or suppliers without their approval. If you do have approval, when you do make a reference, where possible link back to the source.
7. Don’t use ethnic slurs, personal insults, obscenity, or engage in any conduct that would not be acceptable in the business.

We then have “good practice” guidelines:

• If in doubt, don’t post. If there is even a question in your head about putting something up, don’t. Stop and ask your manager for advice.
• Protect your privacy.
• Show proper consideration for others’ privacy.
• Keep away from topics that may be considered objectionable or inflammatory—such as politics and religion.
• Be aware of your association with he business in online social networks. I
• f you identify yourself as an employee, ensure your profile and related content is consistent with how you wish to present yourself with colleagues and clients.
• Don’t pick fights.
• Be the first to correct your own mistakes.
• Don’t alter previous posts without indicating that you have done so.
• Provide worthwhile information and perspective.
• Our business is best represented by its people and what you publish may reflect on the company.
• Be mindful that what you publish will be public for a long time, whether on pictures, video or written word. Be mindful of your image and the image you project usings social media.

Next week: Part II will be on to how to use facebook effectively as a business tool in insurance and reinsurance

In the worlds of wholesale insurance and conservative reinsurance, we are not really into gimmicky or flashy marketing campaigns.

But it is interesting to note that even for us, YouTube can work. We may not be on the same level as Old Spice Man – see here:

He has sadly ended his successful YouTube/Twitter campaign.

One REINSURANCE video has shown we can make a difference and here it is:

Called The New Insurance Tax, it is a YouTube video for the Washington-based  Coalition for Competitive Insurance Rates shows just how powerful new social media tools can be – but only if you have a good, clear message.

It is no accident that the team behind the video is the crack public relations team at Swiss Re.

At the time of writing this, there had been over 21,600 hits on the video, which shows why non-domestic US reinsurers are not tax-dodging, and how Senator Neal’s bill will push up the price of insurance. It is classic lobbying, done brilliantly.

On top of the 21,600 people who have watch the video , the video has generated a lot of high-level press coverage, from Business Insurance to Reactions, online magazines to blogs such as this one. It has been Tweeted and re-tweeted, emailed from office to office and spread by good old fashioned word of mouth.

These kind of side-effects should be expected in a good campaign. But you have to get your message right in the first place – just look at the terribly poor rebuttal called Close the Insurance Tax Loophole here:

My dad could have done a better job. Or my neighbour’s cat, for that matter. The message from this poor video is DON’T TOUCH SOCIAL MEDIA WITH A BARGEPOLE unless you have:

1. A good communications team

2. A budget

3. A great message.

Mmm. Now I come to think of it, funny how these same rules apply to normal PR an marketing as well…

And just for extras, I love this one – Risk Mitigation for Beginners with Arnie the Armadillo:

Woo-hoo. The revolution is coming. This week we saw Airmic (RIMS for the UK) tweet up. In other industries, this may not seem such a big deal, but in the insurance and reinsurance/ risk management world, it is a mini-revolution. Big screens showed every time anyone tweeted with #AIRMIC2010 – and it really made an impact during the conference.

And at the same time the reinsurance industry started using YouTube. As I write, there have been 12,244 views of the video – which is a lot if you are not a cute kitten falling off a workspace or a child getting whacked by their brother. Called “The New Insurance Tax” it shows how people and businesses buy insurance, then this risk is offset by the insurers buying reinsurance. There is even a fan page on facebook...

Neal is the one to the left of Obama

It then goes on to tackle the latest Neal Bill – it is HR3424 (does anyone fancy a sweepstake on how many Neal Bills there have been since he got offshore and reinsurance into his sights). Basically, for those of you who have not being paying attention to Richard Neal, the Democratic Representative to Congress for Massachusetts, he does not like the fact that US money (as he sees it) is going to these terrible offshore reinsurance companies who are getting fat on US dollars while not paying US tax.

For over a decade he’s been trying to close down what he calls a “tax loophole” that he says exists and is giving competitive advantages to US subsidiaries of non-US companies. HR3424 was introduced in 2009 and replaces his HR6969. Basically if passed, it would limit the deduction taken by a US insurance company for non-taxed reinsurance premiums paid to foreign affiliates.

For details on what exactly is in the bill and the changes from HR6969 – have a look at the excellent CG Capital ideas blog here. The bill has popular support – but for the momement I think Obama might have more pressing matters on his mind given oil spils and economic crises – but it is good to see reinsurance fighting back.

Anyhow, take a look at the video – it is really good, clear and to the point. And well done to the team behind it for making it – and others like it too and here too…  And have a look at the tweets around Airmic (the Association of Insurers and Risk Managers) – which follows on from a successful tweet-up at RIMS in Boston this year. Who knows – this social media thing might actually take off…

Hurricane Ike 2008

The start of the Atlantic hurricane season on June 1 never really meant that much to me until I went to live in Bermuda and within the first month became glued to the weather reports as swirls of clouds spun slowly towards this unprotected dot in the middle of the Atlantic.

As it came nearer, I was surprised by the ferocity of the winds bending and stripping the trees, the swell that turned the turquoise ocean to dark muddy water, the rip currents that pulled the sand from under your feet and made you retreat from the water’s edge quickly.

Windows boarded up, electricity gone we braved the ripping wind and lashing rain to go to our first hurricane party at a well-seasoned neighbour’s house (thanks Bill and Dawn). We all drank rum and warming beer as the wind threatened to lift the roof off the houses. Luckily we were living in an ancient house carved well into a hill, that had survived countless much worse storms.

Now living in the UK where all we have to contend with is colder or warmer drizzle, I still watch the weather both for hits on Bermuda and for professional interests as I work with reinsurers whose lifeblood is to insure against the wrath of Mother Nature.

So on Tuesday, June 1, the hurricane season officially starts, and the predictions are for a bit of a hum-dinger of a season – particularly for the East Coast of the US, where insured losses could be astronomical should one of the storms make landfall. While there is an element of crystal-ball gazing in all these predictions, they are based on as sound a scientific evidence as we have.

Apparently, according to Colorado State University, the cooler temperatures in the Pacific and warmer temperatures in the Atlantic increase the risk for the East Coast being hit by a hurricane in 2010. These University researchers predicted a busy season, which officially lasts six months, of 15 named storms, with four developing into major hurricanes.

Last season 3 hurricanes developed out of nine tropical storms last season, but none hit the US coast. The NOAA (National Oceanic and Atmospheric Administration) today (May 27) predicted an “active to extremely active” hurricane season for 2010. Reasons given are:

1. Upper atmospheric winds conducive for storms.
2. Warm Atlantic Ocean water
3. High activity era continues. (Eight of the last 15 seasons rank in the top ten for the most named storms with 2005 in first place with 28 named storms)

This division of the US National Weather Service is well known to us watchers of swirly clouds, and their predictions, graphics and storm watches at the National Hurricane Center are so easy to find and digest.

The NOAA is projecting a 70 percent probability of the following ranges:

• 14 to 23 Named Storms (top winds of 39 mph or higher), including:
• 8 to 14 Hurricanes (top winds of 74 mph or higher), of which:
• 3 to 7 could be Major Hurricanes (Category 3, 4 or 5; winds of at least 111 mph)

What this means is reinsurers and insurers will be tuning into the same channels, looking into the same crystal balls, watching for a big, slow hurricane that might hit the US coast – or God forbid, hit the oil slick in the Gulf of Mexico and spread it who knows where.

For good information, keep an eye on the Insurance Information Institute’s  blog here, as they are very up-to-date.

So I will be sneaking off to my desk to log on to hurricane watches through the summer, and if one hits, I will have to re-tell the story to my daughter Katy of

Mairi and baby Katy watch the waves in Bermuda after Fabian passes

how, as a baby, she slept right through Hurricane Fabian as it ripped through Bermuda, and the locals partied the night away.

A big hit might also make for a lively Monte Carlo Rendez-Vous once again, reminiscent of Katrina, Rita, Wilma years, as everyone scrabbles to predict price hikes, loss numbers and swear that the climate is not right for any new kids on the block to spring up in the wake of disaster.

I was just writing text for a slide about measuring the buzz of social media for a webinar I’m doing later this week for lawyers in the US, and I thought it would be good to share some of this information on this blog.

I’m presenting with the great Dan Gerber of US law firm Goldberg Segalla and we will be talking to several hundred corporate lawyers who specialise in insurance and reinsurance on the call through a slideshow on using social media for client development as part of a programme set up by the International Association of Defense Counsel.

Dan and I have presented a few times together now, and one of the things that we always talk about is measurability. I know I’ve talked about this before, but it is worth repeating: You need to measure how your social media strategy is working.

You need to measure it to:

• Keep you going – you will be amazed at how quickly the numbers rack up

• Prove to your organisation it works – and needs time and investment to keep it working

• Work out what works and what does not

• Find out who is listening to you – and listen back.

A free tool as simple as Google Analytics can show you just how successful your social media tools are. Having the goal of increasing hits to your website is a good starting point – and one that is easy to measure in terms of success. Knowing how many people visit your website before and after using social media can really make a difference. Brokers Guy Carpenter’s blog, GC Capital ideas, was so successful it registered 25,000 hits a month – and they knew exactly where every hit came from.

My blog has increased traffic to my website by twelve-fold. And I know where my readers are (I’m mostly read in the US and UK, but, more surprisingly, I have a big following in India and the Middle East), how long they stay for (average stay is 4 and a half minutes), where they click onto (usually the “people” page), and how they found me (mostly through posting this blog on LinkedIn, Twitter and Facebook, but more and more through searches of key words). And I get all that information for free.

So, install Google Analytics and if you have a decent budget, team it up with some of the social media monitoring tools such as Meltwater News, Vocus, Radian6 and Cison – they will tell you a myriad of other stats as well  and be able to monitor what is being said about you and your company. This in turn will  let you target your message better at your core audience.

Our industry deals with risk every  minute of every day. So it is a little surprising to find out how little thought has gone into the risk/reward equation for insurers and reinsurers and the use of social media.

Here I’ll look at the most common risks associated with using social media in insurance and reinsurance.

There are risks involved with raising your head above the parapet, no matter what the medium – you can be misquoted or be taken out of context even in the most reputable magazines or newspapers. An ill-advised comment makes the wrong kind of headlines, poor quality adverts may do more harm than good or your message may get to the wrong people without the right research or experts at the helm.

The risks are similar in social media, and often revolve around “brand management” (I do hate that phrase, but it does sum it up well). These are the questions about risks I have found that come up time and time again.

• How do I control it?
• What if one of my employees says something litigious on-line about the company or a rival?
• What if employees waste too much time on it?
• Why can’t I just leave things as they are?

Social media is not about control, but about conversations. You cannot control what your employees say on Facebook any more than you can stop them gossiping in the pubs and bars, but there is damage limitation that can be done. Here are five ways of limiting any potential damage below. What is for sure is that there is something going on out there, and you need to know how to use it and how to manage it.

1. First of all you need to know what is being said about you. Let us say you are XRe company, do you know if there is an XRe page on Facebook, that could be filled, say, with racy college drinking shots? Is there an @XRe out there on Twitter, Tweeting inappropriately under your name? Is there an XRe employee out there saying awful things about your company, or a rival? Are you being lambasted in a blog by a disgruntled customer or ex-employee? You can follow the “buzz” online through things like Google Alerts, Meltwater News, Vocus, Radian6 and Cison. The cost varies from free to eye-wateringly expensive, and most companies use a combination of free and paid-for monitoring.
2. Once you know what is being said, you need to make sure you are protecting argh, and again, I hate this word… your “brand”. Just as in the early days of websites when you needed to get your name such as www.XRe.com/co.uk etc,  so, now you need to own @XRe on Twitter and other names such as @XReinsurance @XReCEO @XReRetro, @XReFac @XReTreat, @XLReMarine… etc. You need to own your own page on Facebook page in case someone does it for you.  And you need to get a proper company profile on LinkedIn.
3. Then you need to have a policy on what your employees are allowed to say and not say online. It should already be covered in your terms and conditions, but it helps to let employees know IN SIMPLE TERMS what is appropriate and what is not… Many younger people have NO IDEA what is allowed and not – just look at what happened with the prospective Labour candidate in the UK who posted funny, but oh-so-inappropriate Tweets up online, and was promptly fired. And you need to have a process for dealing with bad behaviour. Knowing what people are saying can also be a good red-flag for someone who really should not be an employee – if they are behaving inappropriately on-line, then there is a chance they are not made of the “right stuff”.
4. Protecting your back is a big part of why you need to be on-line. If a rogue senior employee is mouthing off about your rival or disclosing confidential information, if you don’t have your own company identity ring-fenced off, you might be liable for their on-line litigious behaviour.
5. And finally, on time-wasting. All employees waste time. Whether it is chatting round the water-cooler or skiving off to go to the pub, and every organisation has to deal with it. Going on-line can really suck time, but you can help employees get the best out of their time by having good guidelines and through training. Tools like LinkedIn should be enabled in the company to allow people to use this networking tool, but there is probably limited use for Facebook, unless they are in marketing or PR departments.

Basically you need to know what is being said, make sure you have a policy and your staff know what is expected of them and ring-fence your company from litigation – and that is just for starters. In short, the rewards far outweigh the risk.

And if your reputation is really suffering on-line, there is a whole dark art of manipulating the buzz… but lets not go there today.

Happy Easter, one and all. After  a few days off, I’m back at work, ploughing through my to-do list, which includes writing this blog following the Easter break.

I was going to look at the risk/rewards of social media in our world, but I will leave that harder subject for next week – and ease myself in with a short list on who to follow, look out for and, quite frankly, copy.

The social media doubters out there are many in insurance and reinsurance. But the facts are that this new medium works.

With over 1 million reinsurance and insurance professionals now on LinkedIn (a 25% increase since December alone), there is a captive audience out there hungry for good quality information.

More and more C-level executives are on LinkedIn – Warren Buffett (needs no introduction), Don Kramer (Ariel Re), David Brown (Flagstone), Barbara Merry (Hardy Underwriting), … the list is growing every day.

In my opinion, the best person from our world in LinkedIn, however, is my friend Dan Gerber, who I shamelessly copy at every turn. He uses it to make connections (and is how we met), to network and to promote his law firm’s very good blog, The Insurance and Reinsurance Report. With his colleagues at US law firm Goldberg Segalla, he has raised the profile of his company and has conquered not only blogging, but also LinkedIn and Twitter.

The other person I’ve found who walks the walk is Tom Johansmeyer, who is also Reinsurance Blogger. He is on Twitter and is prolific on LinkedIn. He also provides content for quite a few corporate blogs. He has also just posted a blog about why you should join reinsurance groups on LinkedIn – which is really worth a read.

There is me (I know, I know… shameless self publicity) as reinsurance girl, and I tweet under the same name and have some good groups on LinkedIn.

Then there are just two big corporates (so far):

GC Capital Ideas:

A great corporate blog by Guy Carpenter, packed with information. They have used their white papers to great effect, increasing the amount of coverage in all kinds of press and I would love to know how much they increased traffic to the site by. One to watch as a trailblazer since it started in 2008. Good on LinkedIn too.

Zurich Risk Debate

Started in time for Davos in January this year (2010), this is a very lovely corporate blog, headed up by Zurich’s Chief Economist Daniel Hofmann with a great deal of original content – worth going back and back again to. They have really nailed Twitter too.

Twitter, by the way, is still in its infancy, and is the most surprising as a useful tool in our market.

So  my advice is: Sign up, have a shifty around to see what is going on. How about following these guys on Twitter for starters?

actpub

reinsurance_mag

reinsurancegirl (me)

tjohansmeyer

munichreamerica (all hail Munch Re for being so forward thinking), now munichreUS following rebranding.

philloreejr

johnlobert

riskdebate (Zurich)

AonCorp

riskmgmt

hmriskgroup

margueritetort

globalreins

reactionsnet

Also look out for Argo Group, Aon Consulting and Lockton on there too…

Also, in searches look for #reinsurance, #bermuda or #insurance to find good tweets that might interest you and lead you to others out there.

For now, if you are starting out, forget about Facebook. Insurance Journal and PricewaterhouseCoopers Bermuda have been using it well, but if you are a novice, it will simply confuse the issue.

There are many, many  more using these tools, but this list should give you a good starting point.

Stay tuned next week for advice on the risk/reward of social media.

I had a busy week last week in Bermuda, with the excellent World Insurance Forum, a breakfast briefing on social media for international business, and helping organise, PR and co-chair Reinsurance Magazine’s Bermuda Reinsurance Club. I managed to zip around on a moped for a while, re-living my youth, but did not make it to swim with the dolphins again – next time when the wind is not so high.

The World Insurance Forum was video cast, so if you were not there, you can watch it. Some really good sessions to watch if you are stuck in an airport with an iphone and some time to spare – very modern and 2.0 of WIF to record the sessions. And there was lots of great coverage of the Bermuda Reinsurance Club both before the event (well, I am a PR person…) and after…with cover in Bernews, four stories in The Royal Gazette (the best two linked here) and The Bermuda Sun.

The social media breakfast briefing was interesting – we called it Social Media for Grown-ups, in a bid to show that social media is not just for kids (or retail). The range of knowlege on social media when it comes to financial services is varied – and it showed in the audience.

Duiring the session, we looked at LinkedIn, Facebook, Twitter and blogging.

Here is some of the essence what co-host Dan Gerber and I covered:

Social Media is simply a tool. Used effectively it can really help you get your message across to the people you want to speak to.  You just have to learn to use it, and use it sensibly. We talked a great deal about risks – the risks of doing social media – and the risks of not – and how many of the risks were outweighed by the benefits – more on this in another blog.

We said: Before you start…

1. Get a policy in place.

Most of what businesses should and should not do in social media should be covered in your code of conduct documents. Basically you need to amend this to cover social media. Let your employees know what your social media policies are – what they are allowed to use and what is expected of them. The basic rule of thumb is don’t post anything up that you don’t want your mother to see or your boss to read.

2. Encourage useage.

Tools like LinkedIn are invaluable networking tools. All employees should be encouraged to sign up and use it and, depending on your policy, use other online social networking tools. Get them some training if you think they need it – the younger ones will probably already be on Facebook and Twitter and allow them access to at least LinkedIn at work (your IT guys can do this  at the flick of a switch).

3. Keep on learning

The younger generation are certainly more adept at social media and social networking than the older generation, but technology is changing at such a pace, we all have to constantly keep learning. Try to spend some time each week – or bring in a trainer, to hone your skills and keep up useage.

4. Watch what others are doing

I learnt most of what I know by following and copying others who I thought were doing a good job – whether in the same field or not. Keep on the lookout – most people get recommended by their peers if they are any good.

5. Measure

Use tools – which can be as simple as the free Google Analytics tools or the more expensive Radian 6 – to measure how many more people come to your website from when you start and who they are. Remember to use the same seach engine optimisation tools in your blogs, for example, as you would use in your website. It will help improve your Google ranking.

I’ll post more on this next week, but for now, I’m off to pack my bags again for the European Insurance Forum, where I’m a co-chair for the two-day Dublin event. Phew. The month is nearly over, and Easter holidays beckon.