Navy Veteran and Markel Executive Wendy Houser Shares Her Thoughts on Teamwork and Diversity in Insurance

After growing up in a town of less than 1,000 people, joining the U.S. Navy was eye-opening for me. It is hard to find a more diverse operation than the U.S. military, where you see so many people with varying ethnicities, socioeconomic backgrounds, and levels of education. To succeed in that colossal, complex organization, you not only need to respect those differences, but to recognize the strength they can provide – and the best-in-class thinking they can inspire.

It’s the same in the insurance and risk management industry. When we work together, each person’s unique contribution can spark innovation and propel us toward a common goal. As our industry continues to embrace best practices for collaboration that focus on mutual respect for one another and valuing our differences, our people will thrive because of these opportunities, and our industry will benefit.

Paying It Forward

Directly from high school, at the young age of 17, I enlisted in the U.S. Navy. I served as a hospital corpsman, providing medical care primarily to the U.S. Marine Corps. During Operation Desert Storm, I was assigned to a field medical hospital.

I learned that in the Navy, you work as a team. It doesn’t matter who the person to your right or left might be. What matters is the skill, determination and strengths they bring to the common goal of the bigger picture.

My nine years in the Navy established a solid foundation for the way I operate professionally and personally. I credit the military for fostering within me the skills to collaborate, communicate, and find resolutions where there are challenges and differences, as well as to value and respect those differences in others.

When I completed my time with the service, I channeled my military experience as a hospital corpsman to build an early career as a wholesale insurance broker in the medical field. Of course, I used the information I had learned about the medical industry to broker that business. But even more importantly, I realized that experience in a service industry correlates quite well with the insurance industry. I had already seen firsthand the benefits of bringing those from different walks of life together for a common purpose. And since then, I have made it a point to seek out individuals who have diverse backgrounds – including the military and others – and encourage them to join the industry.

I guess you might consider this “paying it forward”—doing for others what was done for me. But this approach also has tremendous benefits for the industry.

Changes Across the Industry

There has never been a time when our industry has more to gain from welcoming diverse perspectives. Insurance has undergone tremendous change in recent decades, especially in terms of technology and the use of data in how we evaluate risk.

When I started in the industry, we referenced paper manuals and communicated via fax machines. Virtually no one used email for getting quotes out. But since then, the application of innovative technologies has enabled us to execute more efficiently, and that has changed the business considerably. And more change is coming: artificial intelligence is our next big opportunity and challenge.

We cannot be certain what will now be possible, but I am confident we will find out, as innovative – and diverse – thinking is applied and as great minds, from both within and outside insurance, chart our course.

Innovation through Belonging

The key to driving more rapid innovation is not merely to include those who bring different experiences, thinking and backgrounds to the profession, but to help them feel they belong. Together, we are finding our way as an industry to uncover new ways to do so.

Recently, I was inspired by the actions of a colleague in the industry – a leader at one of our trading partners. She has been making it a point, when attending conferences, to connect with individuals who are new to the industry. Instead of making dinner plans, as many people do, to meet up with former colleagues, or network with prospects or vendors, she obtains a list of conference newcomers, and invites several of them to dinner during the conference.

By doing this during one recent conference, she enjoyed an evening of rousing and inspiring conversation with a variety of people from different backgrounds. This included people from diverse communities who were in need of a safe space to share their story, and where they could feel welcome. Many of these people she might otherwise not have had the chance to meet.

What if efforts like this were replicated and became a best practice? What if each of us took just one small step to invite, foster or support emerging professionals – or those who are changing professions – into the world of insurance and risk management?

Industry leaders are looking for opportunities to help others feel comfortable and included. It’s small-but-meaningful actions like these, things each one of us can do, that are both achievable and will make a difference.

Thinking back to my first industry conference years ago, I wondered how I would ever connect with those other professionals. I remember what it felt like to be an outsider. Today, I serve on the board of that association. And I look at it as a chance to give back, and help others feel comfortable in their own skin as they navigate risk management and insurance.

Keys for the Future

So how do we build that more inclusive workplace, where team members are not only comfortable, but inspired? Where they are motivated to innovate, and to propel insurance and risk management into the future? Consider the following best practices:

• Focus on talent. The mission statement of my company, Markel, is premised on creating an atmosphere where people can reach their full potential. To fulfill that mission, we first need to identify and recruit talent to the industry. Based on my own experience, I believe looking to military veterans is one in a series of potential solutions. U.S. military veterans understand the importance of employing best practices, and are hard-wired to commit to the mission at hand. They are also taught to think through problems – especially at the command level. This mentality, and the broad cross-section of human experience that constitutes our country’s armed forces, makes up – in my mind – a prime recruitment field. It is one important place where we can find tomorrow’s insurance professionals – people who can begin to help us address the talent gap we face in the years ahead.
• Prioritize philanthropy: My experience in the military, coupled with the example set by the people I have known at Markel, have paved the way for me to participate in philanthropic organizations, such as the Insurance Industry Charitable Foundation (IICF), where I serve as chair of the International Board of Governors. A spirit of philanthropy is not only critical to keeping the communities where we live and work thriving, but also in helping staff feel the joy that comes with giving back. Additionally, young people want to know that companies are supporting their communities and thinking of more than just their bottom lines. They want to work for companies who are committed to the social good.
• Get involved: Professional organizations provide an excellent resource for individuals and companies to identify philanthropic and educational opportunities. For example, IICF, which is celebrating its 30^th anniversary, offers multiple ways for individuals and companies to get involved in supporting childhood hunger initiatives, as well as families and veterans in need. IICF also offers the IICF Mentorship Alliance, which connects professionals across the industry with diverse backgrounds for purposes of career development. On the flip side, I would also encourage new industry members to simply raise their hand. Getting involved with organizations like these is a great way to further your career and achieve your aspirations, while making a positive impact.
• Partner with companies with a shared vision: Just as we know that members of Gen Z wants to work for companies that give back and share their vision for social good, risk managers and insurance buyers also prefer to partner with companies with a shared vision. A vested shared interest and collaboration can be the momentum we need to fuel change.

My journey may not have been the most direct path to where I sit today, but I value the experiences I gained along the way. I have found that the skills I gathered early on in my career continue to not only drive my professional success, but shape who I am personally and with my colleagues.

While the future of the industry will be influenced by AI and technology, people will remain its driving force. By implementing and supporting initiatives that foster inclusion, our industry will be better equipped for the future, supported by a diversity of talent and a wealth of fresh perspective. &