When the client day ends, your back office doesn't.
Remote back-office support for UK insurance brokers.
See how it works
Leif Skogberg · CIP® · CII Member · 11 years across Canada, the EU and the UK
You didn't start a brokerage to keep files moving.
The files
Renewals, policy changes, provider chasing. Client data half in the CRM, half in email, the rest in your head. Somehow it all ends up back with you.
The evenings
Your spouse knows your renewal schedule. That's not how it was supposed to go.
The friction
Nothing's broken. Nothing's urgent. It just never stops.
Who this is for
Built around how you actually work.
Different books, different pressures. Here is where the support lands hardest.
You write the business and you do the admin, and the admin only gets touched once the phones stop. Submissions sit half-built. Mid-term adjustments queue up. You already know which files are slipping. You just haven't had an hour to get to them.
The sale is the easy part. Then the case disappears into underwriting and stays there: requirements unchased, GP reports outstanding, the client wondering if anything is happening. Cases that should complete in weeks drift into months, and some quietly fall over.
Renewals come round relentlessly and the insurer correspondence never stops. It's fine until two big renewals land in the same fortnight, and then something has to give. Usually the one you were going to get ahead of.
The mortgage work always wins. The protection line is real money, but it sits behind the property cases, the follow-ups never happen, and you watch commission you could have written walk out the door. Not lost to a competitor, just never picked up.
Services
What I run for you.
Six functions, handled inside your own system and under your brand. Open any one to see what it covers, and what it quietly prevents.
What it covers
The steady stream of keying, updating, and following up that keeps every file moving, handled inside your existing system, under your brand. Not just logging what happened. Making sure the next thing that needs to happen actually does.
What it prevents
Files going quiet. Responses getting slower. Small things becoming bigger ones because nobody was watching them.
What it covers
Queries picked up, documents issued under your sign-off, follow-ups that don't wait for you. Clients and insurers kept moving when you're tied up elsewhere. Anything needing your judgement comes to you. Everything else keeps moving. The measure isn't speed. It's whether they feel looked after. That's what keeps an account at renewal.
What it prevents
Clients left waiting on one person. Insurers chased only when something goes wrong.
What it covers
Renewals flagged and worked well ahead of deadline. Information gathered early, strategy discussed with you before the insurer gets involved, submissions in motion before the pressure starts. Not reactive. Not last-minute. Your conversation with the client happens when there is still room to manoeuvre.
What it prevents
Late conversations that cost the account. Clients shopping around because nobody got there first.
What it covers
Submissions assembled in full before they go out. No missing information, no gaps the underwriter will send back. Followed up properly so quotes come back comparable and on time. When a submission is complete and arrives on schedule, you negotiate from a better position. That is not a small thing.
What it prevents
Incomplete submissions. Missed negotiation windows. Quotes that come back wrong because the information went out wrong.
What it covers
Statements reconciled line by line. Outstanding commission identified and pursued. The process held together so that commission earned actually lands in the account. Not eventually. Routinely. Records and correspondence only. I never handle client money.
What it prevents
Commission that was earned but never collected. Leakage that's invisible until you look for it.
What it covers
Documentation kept current and in order. Client records complete. Audit trails maintained as the work happens, not reconstructed under pressure. If a file is ever reviewed, it holds up. Not because you scrambled before the visit, but because the standard was kept throughout.
What it prevents
Audit-day surprises. Records that tell an incomplete story about what actually happened.
Why me
A commercial insurance account handler does a specific job.
They handle the queries, the MTAs, the renewal prep, the insurer chasing, the file documentation, so the broker can stay focused on the work only they can do. New business. Relationships. The conversations that actually grow the practice.
Most founder-led brokers don't have one. Not because the role isn't needed. It clearly is. But hiring someone, training them, and carrying the employment risk feels harder than just absorbing the work yourself. So you do. Until you can't.
That's where I come in.
I'm Leif Skogberg, CIP® and CII Member.
For seven years at The Co-operators in Canada, I represented over 150 broker brands from a contact centre, operating as if I were sitting in each agent's office. I learned their risk appetite, their client profiles, their preferred way of working, then handled client queries, policy changes, and insurer liaison on their behalf, within their boundaries, under their name. Hundreds of decisions a week. Nothing assumed. Everything documented.
At CUMIS I handled complaints: investigated the file, spoke to every relevant party, called the client back within 48 hours, and made sure the broker had a clear picture of what happened and what needed to happen next. Good complaints handling keeps clients. Poor complaints handling loses them and ends up on a regulator's desk.
At MSIG Insurance Europe in Germany I sat between UK brokers and European underwriters, and rebuilt broken processes when the paperwork trail didn't hold up.
What I actually do for a broker is manage the client-facing work that runs alongside the business development work, so both get done properly. When a client calls with a query, I handle it in a way that reflects well on your practice. When an MTA comes in while you're writing a complex new business submission, I deal with it. When the file needs to reflect what actually happened, I make sure it does.
The client experiences a broker whose operation runs smoothly. You stay focused on the work only you can do.
I work remotely from Cape Town, within your existing systems, under your direction. Execution only: no advice, no decisions without you. The account handler your practice needs, without the employment risk.
I genuinely enjoy helping brokers get organised. Some people tidy houses for fun. For me it's data and systems. Not as a tagline. As a personality trait.
Leif Skogberg, CIP® (Canada) · CII Member
11 years serving 150+ agents, brokers, MGAs and insurers across Canada, the EU and the UK
- The Co-operators
- CUMIS
- MSIG Insurance Europe
“Leif was always helpful and responsive, working with both myself and the brokers to ensure that the European policies were always compliant and issued as soon as possible in accordance with our UK timescales.”
Matthew Arnell ACII, Senior Underwriter, Casualty Major Accounts, Chubb
“He diligently fact-checked submissions for tax rates, insurance pool rates, locations insured, and sum insured amounts… He proactively investigated and resolved discrepancies rather than just flagging them.”
Elliot Dodd, Development Underwriter, Travelers
“His professionalism and work ethic is outstanding. …What underpins his success is his high engagement and human-centered approach with both clients and colleagues. He's a true joy to work with.”
Kurt Bandy, Sr. Policy System Solution Consultant, Co-operators
“I can confidently say that he was one of the most exceptional employees I have ever worked with… His integrity is beyond reproach, and he consistently conducted himself in a professional manner, both with clients and colleagues.”
Supervisor, Co-operators General Insurance Company
“…in his last year-end review with the company, Leif performed on an exceptional level which resulted in a ‘Performance exceeds’ score… Leif was further able to share his knowledge by taking on development opportunities such as mentoring (helping develop new hires in their role and overseeing their development) and helpline (answering agents queries on how to handle files, whether that be technical or industry-based knowledge.)”
Supervisor, CUMIS General Insurance Co.
One person. One desk. One standard.
With a team, the person doing your work is whoever is free that day. With me, the person you speak to is the person doing the work. No handovers, no briefing a new face every few weeks, no wondering who touched a file. You get one accountable relationship and one consistent standard, held by someone who has done the work for eleven years.
Cover is planned, not improvised. Time off is booked around your renewal dates, urgent items have an agreed route, and you always know where things stand. Continuity is written down, not left to chance.
The basics, covered.
- Qualified
- CIP® (Insurance Institute of Canada) and CII Member
- Insured
- £1m professional indemnity with cyber extension
- Compliant
- ICO registered. GDPR Article 28 agreement and DPIA in place before any client data is touched.
- Execution only
- Administrative and operational work. No advice, no regulated decisions. Accountability stays with you.
How it works
Three steps. No jargon. No lengthy handover.
A conversation
I need to understand your book, your systems, and where the pressure is sitting before I can be useful to you. A 30-minute call is usually enough to know whether this makes sense.
Getting calibrated
The first few weeks are deliberate. I learn your systems, your clients, and your preferred way of working. I ask questions until I don't need to. This isn't slow. It's what makes everything after it work properly.
Running
Once we're calibrated, I work with autonomy inside the boundaries we've set. Client correspondence, provider chasing, renewals, CRM, file documentation: handled consistently, by someone who already understands the context and knows when to act and when to ask. You get your week back.
Pricing
Every brokerage is different.
Book size, sector, systems, and where the pressure's sitting all affect what makes sense. I'd rather work that out in a conversation than make assumptions. A short call is usually enough.
| Plan | Rate | What it covers |
|---|---|---|
| Intro retainer | £450/month | 10 hrs/month. Three-month pilot, structured to establish fit, ways of working, and true scope before committing to ongoing support. |
| Core retainer | £850/month | 20 hrs/month. Ongoing. The main offer for brokers who know they need consistent operational cover. |
| Ad hoc | £50/hour | One-off tasks or overflow. Priority given to retainer clients. |
No long-term lock-in. The intro retainer is a three-month pilot, structured so we can establish whether this works before committing to anything ongoing. If it does, we move to a core retainer. If it doesn't, we part professionally.
Let's talk
Let's talk
The best place to start is a short conversation.
No pitch. I'll ask you a few questions about how your practice operates, you'll ask me a few, and we'll know quickly enough whether it's worth exploring further.
Use the form, or email me directly.