Diverse Pathways into Insurance – Ashley’s story
19th June 2025
From Call Centres to Corporate Leadership: Ashley’s Journey Through Insurance
Ashley’s story is one about people. Growing up in a working-class neighbourhood in South London, Ashley’s parents instilled in her the values of self-sufficiency and independence, encouraging her to experience and make the most of life. Ashley has done just that.
Working on a market stall at weekends, while attending grammar school, Ashley met all kinds of people and learned the art of conversation and building rapport. Since uni wasn’t on the horizon, she left school and started working at the age of 18. Her first job was at a call centre of a well-known bank. A role where her people skills really came to the fore. “It was tough,” she says, recalling her early days. “But it really teaches you tenacity. After taking calls from angry customers about their credit cards, nothing really fazes you anymore.” It was an experience that helped set her up for future success.
When the bank introduced insurance to its customers, Ashley took the General Insurance exams. The new qualifications led her to a role in travel insurance followed by roles in motor and SME insurance. Ashley had to work hard, and show results each step of the way, but her success can be attributed to her willingness to learn, acquire new skills and take on new challenges.
Ashley’s next career move took her to a marine brokerage, based in Birmingham. Two months after joining, she learned of a promotion opportunity to lead a team. Thinking ‘What do I have to lose?’, Ashley applied for the position and was successful. This new role gave her newfound confidence and reinforced her passion for leading people.
Fast forward five years and Ashley is now Operations Manager at The Hartford, in London. Remembering where she started, and following her passion, Ashley has made it her priority to mentor people who are just starting in their career – leading the way for others to find their voice and be successful.
Ashley also champions the importance of inclusive workplace cultures. Recently, she joined the Professional Women’s Network at The Hartford and is pushing to raise awareness around taboo topics like baby loss. “It’s not talked about enough. People go through these heartbreaking experiences silently, and workplaces need to do better.”
Looking back on her journey, Ashley remarked: “There are many assumptions in the industry. It’s important to remember that everyone has taken a different path into insurance. Some of the best people I’ve employed have left school at 16 or started work in McDonalds. Attitude and work ethic are often more valuable than skills.”.
Through resilience, grit, and a genuine passion for people, Ashley has carved a successful path into leadership. Ashley’s advice for others beginning their career journey? – “Don’t give up. Hard work and persistence will pay off. There’s no better feeling than working hard to achieve your goals.”
To celebrate 10 years in the UK, we are showcasing diversity within our industry as part of our work to improve social mobility. IICF believes the insurance industry can be a united force for good and that everyone should be able to achieve their full potential. Through our focus on social mobility, we are helping to change lives in our local community by uniting the industry in grants, volunteering and leadership while helping build a more inclusive industry. We hope this story inspires you to pay it forward and help change a young person’s future, perhaps as a mentor or volunteer with an IICF charity partner.