Q&A: Safa Saeed, Claims Apprentice 2023 winner

This article was originally published in Insurance Post.

Safa Saeed, the claims adjuster at Zurich Insurance who was crowned the winner of Claims Apprentice 2023, and Claire Mulligan, partner and head of the UK liability defence group at Kennedys, share their experiences of the recent series.

First of all, Safa, congratulations on being named Claims Apprentice 2023! How did you find the filming process, and what were your thoughts when you watched the episodes back?

I enjoyed the filming process as I had never done anything like it before. However, filming all of us walking through corridors and lift scenes repeatedly became a bit tedious at times, but I truly enjoyed it because I got to work with some interesting individuals.

All my team members were great, as well as the peers I worked with. The filming process was a unique experience – but I’d do it all over again if I could.

Which task was your favourite? And which was the most challenging?

My favourite task was the escape room because it was fun. I love doing escape rooms, so I was excited when I found out some of it was based on clues about previous Claims Apprentice winners. I enjoyed working with my team; they were helpful when cracking the puzzles.

The most challenging task for me was the podcast challenge. Usually, I’m not too fond of public speaking, but I pushed through and did it to get the right result.

Recording the actual podcast was challenging too. While the others didn’t use a script, I wrote one to help me remember. I was nervous speaking into the microphone, but I persevered.

However, after editing, the podcast sounded great once we had removed the “ums” and “ahs”. Overall, I found satisfaction in overcoming the challenges and achieving positive outcomes.

Since you were crowned Claims Apprentice 2023, what has been the reaction from friends and colleagues?

Since being crowned Claims Apprentice 2023, the reaction from friends and colleagues has been amazing. Most of them were completely shocked, especially my parents. They never saw it coming because I always talked about how talented everyone else was on the show. I didn’t think I stood a chance, and that’s the impression I gave my family and colleagues at Zurich.

But when the big announcement came, it was pure joy all around. We had a team viewing, and the room exploded with screams and excitement. People shouted, “We knew you would win!” or “We always believed in you. We see your hard work daily at Zurich, and now everyone else can see it too.”

The reactions were so positive, and seeing how genuinely happy everyone was for me felt incredible. The support and validation from my friends and colleagues meant the world to me.

What skills did you bring to each task, and were there areas where you felt less confident?

Regarding the skills I contributed to each task, my ability to work well in a team was particularly evident in the escape room. Throughout the experience, we collaborated effectively, constantly seeking input from each other, whether it involved sharing answers or deciding whether to request additional clues. This aspect of teamwork was vital.

When it came to the Would I Lie To You-based game show, I found it challenging to grasp because it relied heavily on the ability to discern the truths from falsehoods. However, we debated whether the statements were genuine and fabricated as a collective. So once again, teamwork played a significant role in our approach.

As for the podcast challenge, it greatly enhanced my confidence. Participating in that task allowed me to develop and refine my communication skills. It served as an opportunity for me to work on my self-assurance and improve in that aspect.

What did you learn from the process? Did anything surprise you?

The key lesson I took from this experience is the importance of being confident, regardless of self-doubt. It’s perfectly acceptable to have a script or notes by your side. The crucial aspect is to embrace your true self.

You might have moments when you question your abilities, believing others are more intelligent than you. However, overcoming those doubts and expressing your authentic self is crucial. So, I suggest putting yourself out there and being true to yourself.

I greatly surprised myself when we went up to the public to ask questions [for the Podcast vox pops]. There were instances when I took the initiative to ask questions directly to the public, even taking the notebook from Alan. This assertiveness caught me off guard, but it was a positive surprise.

Another surprising moment was during the podcast recording when I had to deliver my part. Despite feeling uncertain about my knowledge of the subject, I managed to articulate my thoughts.

My friends even commented on how well-informed I sounded, although I wasn’t 100% sure what I was talking about deep down. This unexpected ability to present myself confidently and convincingly was another aspect that pleasantly surprised me.

What is next for you in your career?

It’s a tricky question because I’m not entirely sure yet. Right now, I’m pretty content with my work in insurance. It wasn’t something I had planned during my A-Levels; I stumbled into it like most people. But you know what? I do now envision myself staying in the insurance field.

I genuinely enjoy working in claims, and my goal is to keep progressing and become a senior claims adjuster. From there, who knows? Maybe one day, I’ll even become a chief claims officer. The future is uncertain, but I focus on continuing to grow within the sector.

Would you do this experience all over again?

100%. Undoubtedly, it was one of the most incredible experiences of my life. I wholeheartedly enjoyed every aspect of it – from the filming to the opportunity of meeting new people and networking. I had a fantastic time and highly recommend it to anyone seeking an exciting and rewarding experience.

Finally, what advice would you give those considering applying for next year’s Claims Apprentice?

My advice would be to go for it. Someone recommended it to me, and as soon as they did, I put it in my email, and the next thing I knew, I had an interview lined up for the show and was successful.

Just put yourself out there. You might think that you might not know as much as others that you’re competing against but don’t see it as a competition; see it as bettering yourself and learning from the experience. Even if I hadn’t won, I still learnt a lot by participating – so I’d recommend it for that reason alone.

Claire Mulligan, Kennedys

How were the ideas for the tasks put together?

When discussing the challenge with Jonathan Swift, we wanted something travel-related to showcase my expertise as a travel lawyer, which is how we ended up with the game show. We had a great time mixing up the real and fake cases as scenarios for contestants to work out which were genuine.

The escape room was an excellent choice and was a tough but exciting challenge. Safa’s research on previous contestants impressed us. Having mentors from Kennedys and the enthusiasm of our office team added to the overall experience.

What were your expectations at the outset? Was there anything that surprised you along the way?

My expectations were mainly shaped by watching The Apprentice. I felt like I had a good understanding of the formula and the challenges involved.

However, I was pleasantly surprised when I first watched the show with friends. They pointed out the female contestants’ attention to detail and note-taking during task assignments, which brought a different perspective to the experience. I was also impressed by the high level of professionalism displayed by everyone.

Participating in the show has proven to be a valuable opportunity for early-stage career development. I didn’t fully grasp its significance until I witnessed its impact on participants’ careers, especially on platforms like LinkedIn. The constant notifications and interactions from connections have been remarkable and unexpected.

Success in the tasks relies on teams developing innovative solutions under pressure. What’s the key to unlocking that innovation when working with a team?

Safa truly captured the essence of it when she said, “be yourself”. In work, there’s often this misconception that you must conform to a certain mould to succeed in insurance or law. However, I firmly believe that true authenticity and genuineness cannot be achieved if you try to fit someone else’s perception of a role model. Embracing your true self is crucial.

Teamwork played a vital role throughout the journey. The teams worked exceptionally well together, and it was fascinating to witness their collaboration. This year, we were particularly impressed by Safa’s growth and development.

Previous winners have showcased different leadership styles, from strong individual leadership to collaborative and collegial leadership. Each year, the judges are impressed by unique qualities that make a contestant stand out as the deserving winner. This year, we were unanimous in our decision.

Overall, the key takeaways are to stay true to yourself, embrace teamwork, and adapt to the changing dynamics that influence the judges’ decision-making process.

What skills were you hoping to see from the candidates?

Each ‘Lord Sugar’ brings their perspective on what makes a successful Claims Apprentice. Personally, I tend to value a collegiate leadership style and appreciate seeing candidates working effectively as a team.

Collaborative leadership yields better results in my working relationships. Therefore, I was particularly interested in observing teamwork during the selection process.

In addition, I was keen on identifying individuals who were growing in confidence. Many of us struggle with self-doubt and lack of confidence, even if others perceive us differently.

Approaching the competition from a humble perspective, I looked for someone who displayed humility and may have yet to be fully aware of their impact. I always keep an eye out for the dark horse, as they often surprise us with their hidden potential.

What was it that swung the decision in Safa’s favour?

There were a couple of factors that contributed to our decision. First, we were unanimous in our agreement, as you saw during our discussion in episode six. The mentor’s feedback also played a significant role, and there were a few close calls in the decision-making process.

What stood out for us was Safa’s evident preparation from the very beginning. It was impressive to see how well-prepared she was despite her busy day job. Taking notes and having her notebook ready throughout the tasks earned her a gold star.

The instinct to have notes handy during the podcast challenge was smart, providing a safety net and boosting her confidence. Those decisions showed great intuition, whether it was an instinctive reaction or a deliberate thought. It was an overall approach that resonated with us.

We believe Safa is destined for greatness based on her impressive preparation, instinctive reactions, and confident performance throughout the competition.

How will the claims management landscape change in the next five to 10 years? What innovations are we likely to see there?

For us, the focus is on AI. In our law firm, we are exploring the use of AI for machine-reading medical reports. It’s astonishing how quickly a machine can process and assign value to an injury in just 14 seconds. As someone who specialises in injury work, this is a game-changer.

In comparison, my team takes around two hours to read a medical-legal report and determine a claim reserve. We tested 3,000 cases, and the machine was only £300 apart from the human assessment.

AI is making its way into the legal and insurance industries, and its role is to enable people to rely less on lawyers, which might sound peculiar coming from a lawyer myself. The idea is to empower insurers to keep more work in-house, giving them greater control. They can then turn to us when they truly need legal expertise, such as for significant cases.