Insurance has often been accused of being a faceless industry with a constant race to the bottom regarding who offers the best deals. UAA has always put faces to the business and with its recent restructure and investment, new and important individuals are taking on more responsibilities. Marc Crossman, UAA’s Regional Manager South (VIC, SA, TAS, NT) is a good example.
Marc has been a part of the UAA Family for over a decade and over this time he has grown professionally and personally, finding opportunities to learn, innovate, and contribute to the business in various capacities. His journey has been highly rewarding, and allowed him to witness firsthand the resilience, adaptability, and growth of the organisation.
“In a broader context, my foray into the insurance market spans a total of 18 years. This nearly two-decade journey has not only shaped my perspective and skill set, but also fostered a deep understanding and appreciation of the industry’s intricacies. I’ve seen markets fluctuate, trends evolve, and the role of technology dramatically alter how we do business,” said Marc.
Marc’s journey with UAA began in a business development manager role for the South Australia/Northern Territory region.
“It was a great opportunity to hone my strategic skills and expand our business. Recognising my contributions, I was promoted to the operations manager for the same region, where I had the chance to delve deeper into the operational aspects of our business, improving efficiencies and streamlining processes.
“In a significant turn, I was entrusted with the responsibility of establishing our business presence in Asia, as the regional manager based in Singapore. I spent 2.5 years deeply immersed in the challenge of integrating our values and services into a different market, all while adapting to the unique cultural and business nuances of the region.
“I recently returned to Australia to serve as the regional manager for Victoria, Tasmania, South Australia, and Northern Territory, which is our largest region. In this role, I’ve had the opportunity to synthesise my previous experiences and adapt them to serve a diverse and extensive client base. Each role has offered unique learning opportunities and shaped my approach towards leadership and strategy, preparing me for my current executive position,” Marc said.
In his new role, forming part of the UAA Group executive team as Group Strategy and Distribution Manager, Marc will focus on fostering an integrated relationship between UAA and MECON. His goal will be to help the business development managers see the organisation holistically, breaking away from a siloed perspective, to leverage the unique strengths of both brands and broaden both entities market footprint.
“Moreover, I will spearhead our marketing strategy to ensure consistency in branding across the group, encompassing not only our Australian businesses but also our global ventures in regions such as Singapore, New Zealand, and our new initiatives in Canada.
“A primary goal will be to maintain consistent messaging across both brands, reflecting our customer-first approach and our status as market leaders in our respective specialty fields. The aim is to create a synergistic relationship between the brands to capitalise on our shared market leadership and strengths,” he said.
In his new role, Marc wants to bridge the gap between UAA and MECON, capitalising on the unique strengths of each to create a more formidable and unified presence in the market.
“My primary focus will be to integrate our strategies, sales and marketing efforts across the brands and regions, thus creating a cohesive identity that resonates with our diverse clientele.
“I anticipate challenges as we merge the distinct cultures and operational methods of UAA and MECON. However, I’m confident that these hurdles will pave the way for innovative solutions and opportunities for growth.
“Furthermore, I expect to empower our business development managers and ensure they have the knowledge of both businesses and embrace a broader, group-level perspective. In doing so, we can leverage the collective expertise and resources of our two brands to enhance our customer experience and market footprint.
“Finally, I envisage the role evolving to adapt to the changing needs of our business and the wider insurance industry. Staying agile and responsive to market trends and customer needs will be vital as we aim to solidify our position as leaders in the industry,” said Marc.
One challenge Marc foresees is harmonising the unique cultures, strategies, and operational methods of UAA and MECON into a unified framework. It’s like bringing together two different melodies to create a harmonious symphony, he says.
“I view this as an opportunity more than a hurdle, as it’s through this amalgamation that we can leverage the strengths of both brands to better serve our customers. Maintaining consistency in branding and messaging across diverse geographical markets presents its own set of complexities. Each region has unique market dynamics and cultural nuances. However, this challenge also brings the opportunity to learn and adapt, and to build a truly global brand that resonates with customers wherever they are,” he said.
Marc’s role will require facilitating a shift in mindset among the leaders of both businesses and their Business Development Managers – to think of UAA and MECON not as separate entities, but as parts of a cohesive whole. While this might initially be challenging, it’s a chance to foster a more collaborative and integrated organisational culture.
“Ultimately, these challenges serve as the catalyst for innovation, growth, and cohesion. I’m genuinely excited to navigate them, confident that they will propel our journey towards becoming an even stronger industry leader,” said Marc.
In his new role, Marc will serve as a bridge between UAA and MECON, fostering deeper synergy and collaboration between these two strong brands.
“This will enable us to create a unified, customer-centric approach, allowing us to leverage the strengths of each brand and offer our customers the best of both worlds.
For UAA, known for its strength in mobile plant and machinery insurance, the role will bring an expanded perspective, utilising MECON’s expertise in contract works insurance.
“This cross-pollination of knowledge will enhance our service offerings and diversify our portfolio,” he said.
For MECON, the integration will mean an increase in market exposure and footprint, with the support of UAA’s established sales force. This collaboration will open new avenues for growth and enable MECON to reach a larger, more diverse customer base.
“My role will also ensure a consistent branding and marketing strategy across the group. Whether in Australia, Singapore, New Zealand or Canada, our brands will communicate a unified message and value proposition, thus strengthening our global identity. This consistency will enhance brand recognition and trust among our customers, irrespective of where they interact with us.
“In essence, my role will bring about a harmonious alignment between UAA and MECON, creating a more robust, adaptable, and customer-focused organisation.
“This will, in turn, drive our collective growth and strengthen our standing in the insurance market,” said Marc.
In this new role, Marc aims to bring a positive impact to customers by further integrating the expertise and strengths of both UAA and MECON. This integration means customers will have access to a broader range of products and services under one roof, tailored to their specific needs, whether that’s mobile plant and machinery insurance, or contracts works insurance.
“A key part of my role involves maintaining a customer-first approach across both brands. This focus ensures we consistently listen to, understand, and respond to our customers’ needs, offering solutions that are timely, relevant, and effective. By breaking down silos and fostering collaboration between UAA and MECON, we will be able to serve our customers more efficiently and effectively,” said Marc.
“Moreover, my responsibility of ensuring consistent branding and messaging across the group aims to enhance our customers’ experience, providing them with clear, coherent communication no matter which part of our business they interact with. This will streamline their interaction with us, creating a more seamless, user-friendly experience.
“In essence, this role is about putting our customers at the centre of everything we do. By leveraging the strengths of both UAA and MECON, we aim to provide an improved, holistic, and more satisfying customer experience,” he said.
Marc says that its global expansion strategy is one of the most exciting aspects of UAA’s growth journey.
“Our expansion plans reflect our ambition to bring our expertise and unique value proposition to a wider customer base beyond our established markets. At the heart of this strategy is the desire to extend our customer-first approach, niche product offerings, and exceptional service delivery to customers around the globe,” he says.
“We’ve identified key markets that align with our expertise and where we see a clear need for our services, such as Singapore, New Zealand, and most recently, Canada.
“The success of our strategy hinges on our ability to adapt and localise our offerings to fit the unique requirements of each market, whilst staying true to our core values and brand promise. This is where the experience I gained while establishing our presence in Asia will prove valuable,” said Marc.
“An integral part of our global expansion strategy involves leveraging the synergies between UAA and MECON. By presenting a unified front across diverse markets, we aim to solidify our standing as a comprehensive insurance solution provider on a global scale.
“It’s an exciting path ahead for us. The challenges will undoubtedly be substantial, but so will the opportunities. We look forward to serving new customers and learning from different markets, all while contributing to the growth and diversity of the global insurance industry,” he said.
Attracting experienced professionals from within the industry is a key part of the growth strategy in the UAA Group, he said.
“As we expand our business and headcount, bringing in seasoned individuals will inject fresh perspectives, deeper industry insights and diversified skill sets into our organisation.
“This will not only foster innovation and enhance decision-making but will also contribute to the growth and development of our own people through the exchange of knowledge and best practices,” Marc said.
“Specifically in our claims area, which George Grasso expertly oversees, seasoned professionals can contribute to faster, more efficient claims processing and resolution.
“They bring a wealth of experience in handling a wide variety of claim situations, which will enhance our ability to deliver prompt, fair, and customer-centric claims service,” said Marc.
“From a customer’s perspective, the recruitment of industry veterans means they’ll receive service from a team that is highly knowledgeable, deeply experienced, and well-equipped to resolve their concerns quickly and effectively. This will bolster the trust our customers have in us and enhance their overall experience.
“Simultaneously, we firmly believe in the immense value of nurturing talent from within. The UAA Group has a rich history of promoting internal talent and providing growth opportunities. By maintaining a balanced approach—combining the fresh, experienced talent we’re bringing in with the dedication and passion of those who have grown with us—we believe we can create a stronger, more adaptable, and customer-focused organisation,” he said.
Both UAA and MECON are deeply committed to delivering the highest level of service in the mobile plant and contract works industry, particularly in the area of claims processing.
“As George often points out, our claims department is essentially our ‘shopfront’, and getting it right is crucial to achieving high customer satisfaction.
“To this end, we’re significantly increasing the size of our claims team, with the goal of elevating our service level to exceed industry standards.
“However, our strategy isn’t simply about increasing numbers. We’re consciously focusing on attracting experienced and seasoned staff to enhance the depth of knowledge and expertise within our teams. By doing this, we ensure our clients have access to some of the industry’s best, capable of providing swift and fair claims resolution,” said Marc.
In an innovative shift, UAA is transitioning to a state-based system for its claims team.
“Previously centralised in Newcastle, we found the talent pool was becoming limited. So, to tap into a broader range of expertise, we will hire the best candidates, irrespective of their location. They will then have the opportunity to work from one of our regional or state-based offices.
From a customer perspective, this new approach means faster, more efficient claims resolutions by seasoned professionals. It signifies that, no matter where they are, they will receive the same high standard of service. Additionally, our state-based system will offer customers more localised support, adding an extra layer of personalised service.
“In essence, this strategy is about putting the customer at the heart of what we do, continually refining our processes to ensure we provide the highest level of service possible,” said Marc.
Looking to the future
“I am excited about the potential that lies ahead for UAA and MECON. We are in a strong position to not only grow as a company, but also to redefine the industry standards through our customer-centric approach and innovative solutions.
“As we continue to expand our global presence, we remain committed to delivering exceptional services to our customers and creating a meaningful impact in all markets we operate in. Our mission remains the same – to provide a superior, seamless insurance experience that is underpinned by a deep understanding of our customers’ needs and the unique expertise of our teams,” said Marc.
“Furthermore, I want to emphasise our ongoing commitment to our people. Whether we’re recruiting industry veterans or promoting from within, our focus is on fostering a culture of growth, knowledge-sharing, and innovation.
“We believe that it’s our people who make the difference and it’s through their dedication and expertise that we can deliver on our promises to our customers.
Ultimately, we’re excited about the journey ahead and look forward to making our mark as a global leader in the mobile plant and contract works insurance industry,” he said.