President's Message


The process of adapting well in the face of adversity, trauma, tragedy or significant sources of stress… It means ‘bouncing back’ from difficult experiences.

When Julie Rayson-Flynn, Past President (2019/20), asked me if I would be interested in taking on the role of Deputy President from 2020/21 I think it is safe to say I had no idea what to expect!

2020 was the year that took us all by surprise and our industry came up against a challenge like never before. When lockdown struck and we all began working from home, (something many of us had not done before), companies had to adapt on an unimaginable scale, in a very short amount of time, allowing their customer service to continue unchanged and business to continue ‘as normal’ in the most ‘not normal’ times. In my opinion, companies made the impossible, possible – if this is not resilience, I don’t know what is.

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Flo Dennis
President 2021/22 at the Insurance Institute of Leicester

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