How are you arriving at the answers in your business?

Ian Gatley, head of data management, Lombard Insurance: One of our underwriting divisions was trying, and failing, to implement a rules-based underwriting engine. And we always had the option in which the underwriter could override the answer they got from the engine. In one of our overseas branches, we realised that for the last 18 months, every single claim has come from an instance in which the underwriter overruled the rules engine. Underwriters still think their answer will be better than the answers they’re getting from the rules engine.