Operating across borders introduces a unique set of risks that demand tailored insurance solutions and strategic oversight. In this session at RIMS 2025, Will Mule, Vice President and Global Risk Solutions Practice Leader at HUB International, examined the complexities of managing insurance programs for international operations, exploring global policy design, compliance considerations, and responsiveness.

What constitutes good service?

No client is the same, so everyone has a different idea of good service. It requires constant evaluation and matching the right partners. Understanding the business, values, and risk management philosophies is key to building that relationship. Excellent communication between the broker, client, carriers, and other business partners is essential. Evaluating and understanding the client’s data is also critical to building an action plan and executing it.

How do we achieve service excellence?

• Client stakeholder review process
• Program design
• Client team matching
• Client service playbook
• Build robust risk management initiatives
• Constant communication and review of what you have built
• Keep up to date on the ever-changing global landscape
• Understand the client and pain points
• Create unique program for the client
• Right carriers and service team
• Build bespoke service delivery
• Understand client needs and provide operational support
• Does the program remain fit for purpose?
• Do we need to swerve, change direction, or rebuild?

The Three Pillars of Our Business

1. Reliance: Through client servicing we help you meet your in-country compliance and regulatory requirements, provide you with advice on local nuances and break down language and cultural barriers
2. Innovation: By aligning our strategy with your risk management goals, we provide you with solutions tailored specifically to your business needs across the globe for all your local entities instead of a one-size-fits-all approach, which could leave you exposed in certain countries
3. Partnership: As your trusted business advisor, we are here to help build and implement your global insurance program. We constantly monitor your program to ensure it remains fit for purpose or pivot to ensure we maintain broking and service excellence that continues to meet your needs and global program requirements.

Challenges & Solutions

Key Challenges

• Decentralized business and insurance program
• Insufficient control of policies purchase – limits, coverage
• No local client insurance contacts
• No central oversight and management

Solution Process Flow

• Global optimization
• Interview key stakeholders
• Collect and review of current local policies
• Design new look global program
• Deliver global improvement repot to client
• Execute new program

Key Takeaways

• Know your client
• Build a program and service around their needs
• Maintain excellent communication skills
• Constant review if program remains fit for purpose
• Keep up-to-date on global current affairs
• Be prepared to swerve, change direction, or rebuild to protect your clients
• Execute