Jeremy Hyams Off Script

S2 E7 From Horses to Technology: Amy Richardson's Digital Transformation Journey

In this episode of Off Script with Jeremy Hyams, Jeremy sits down with Amy Richardson from the digital transformation team, who's been pivotal in CCG's Synergy Cloud rollout.
Amy shares how a serious horse-riding injury changed her career path, leading her to what she thought would be a temporary role at CCG. Years later, she's played a key role in the company's most significant technological transformations.
They discuss AI-driven customer sentiment analysis, predicting complaints before they happen, and why the best is yet to come. Her magic wand wish? Making the claims process simpler and more transparent. Having experienced a complicated pet insurance claim herself, she knows the frustration. Plus, the ultimate dilemma: one elephant-sized mouse or a hundred mouse-sized elephants? 🐘

S2 E6 Building Bridges & Connecting Teams

In this episode of Off Script with Jeremy Hyams, Jeremy sits down with Sarah Woolliscroft, who heads up CCG's TPA and operational teams across Stoke, Chipping Norton, and Taunton.
Sarah shares how she's created a cohesive culture across three offices through communication and knowledge transfer. She discusses her journey from wanting to be a newsreader to choosing independence through an apprenticeship, what makes TPA different from operations, and why surge environments bring out the best in teams.
They also tackle the reputation problem facing the insurance industry, with Sarah sharing her frustration about the perception that insurers are looking to decline claims. Plus, there's a detour into leopard-print nails and whether you'd rather speak all languages or talk to animals. 🐆

S2 E5 Aspiring Journalist to Building Networks

In this episode of Off Script, we sit down with Ian, our Head of Supply Chain, to explore the incredible world behind our supplier services and network operations.
From managing hundreds of suppliers nationwide to building specialist networks for roofing, fencing, and brickwork, Ian and his team ensure every customer claim is handled efficiently and expertly. We also discuss innovative technology like laser cleaning for heritage buildings, and how AI could transform processes like scoping and auditing.
Beyond the logistics, Ian shares his journey from aspiring journalist to insurance leader, and his passion for making claims more accessible, efficient, and appealing to the next generation of talent.
Tune in for insights, stories, and a glimpse into the people driving our business forward.
Work for CCG and fancy being a guest on the next series? Head to the Internal Comms Hub to let us know. 

S2 E4 From Air Cadets to Claims – Making Insurance Human

In this episode of Off Script with Jeremy Hyams, Jeremy chats with Tatiana, a TPA claims handler in our Newcastle-under-Lyme office, who has been turning insurance claims into smoother, more human experiences for almost two years.
Tatiana shares how she balances content, gadgets, and now property claims, about the benefit of learning across different product lines. She also talks about the importance of creating a positive office environment with weekly team discussions to improve collaboration and morale.
From her early ambition to join the RAF to discovering her passion for insurance, Tatiana shows how life can take unexpected turns, and how finding a path you love can be just as rewarding as the one you first imagined.
Along the way, we dive into her love for theatre, F1 racing, and the plants she’s successfully managed to keep alive.
Work for CCG and fancy being a guest on the next series? Find the link to let us know on the Internal Comms Hub.

S2 E3 The AI Guy: How Matthaios is Shaping the Future of Claims

In this episode of Off Script with Jeremy Hyams, Jeremy chats with Matthaios, Synergy’s new AI Integration Specialist.
Only weeks into the role, Matthaios has already dived into projects that are transforming how we work, from automating repetitive coding tasks that once took weeks, to building AI tools that could make insurance clearer, faster, and more human.
He explains how AI can turn a 50-page policy into a simple conversation, what analysing 50,000 customer emails taught him about improving service, and how smarter technology can help us anticipate questions before customers even ask them.
It’s a fascinating look at how AI isn’t here to replace people, but to empower them. Along the way, Matthaios shares how his journey from physics student to wildfire forecaster to AI innovator shaped his passion for using technology to solve real-world problems.
And of course, things go a bit “off script” with a debate about wheels vs stilts, Jeremy’s AI assistant Betty, and the reminder that sometimes the best ideas come from curiosity, not code.
Work for CCG and fancy being a guest on the next series? Find the link to let us know on the Internal Comms Hub. 

S2 E2 Listening, Learning, and Leading: Abbe’s First Weeks as Group Finance Director

In this episode of Off Script with Jeremy Hyams, Jeremy sits down with Abbe Smith, our new Group Finance Director.
Only a couple of weeks in, Abbe shares how she’s diving head-first into understanding how every part of the business connects, from finance to operations, HR to claims. Her focus? Making life easier for everyone through collaboration, communication, and clarity.
Abbe talks about her first impressions of the company’s family feel, her admiration for her new team, and how small changes in how we talk and work together can have a huge impact on efficiency and morale.
They also cover her career journey (including her childhood dream of becoming a vet 🐾), her belief in transparency for customers and teams alike, and how clearer communication could transform the insurance experience for everyone.
It’s an open, thoughtful, and light-hearted conversation about leadership, learning, and the power of listening, with a surprise ending featuring Paddington Bear, Batman, and a “K-Pop Demon Hunter” cake.

S2 E1 From Chocolate to Code: How Callum Streamlined Finance (and Freed Up a Day’s Work)

In this episode of Off Script with Jeremy Hyams, we meet Callum, one of the driving forces in our finance team and a perfect example of what happens when curiosity meets creativity.
What began as a temporary secondment from credit control turned into a mission to make processes smarter, faster, and simpler. By collaborating with the data team, Callum helped transform a full day’s manual finance work into an hour-long streamlined task freeing up time to focus on what really matters: helping colleagues and supporting customers.
From running a small chocolate business and dabbling in web development to exploring how AI and automation can shape the future of finance, Callum’s story is one of innovation in unexpected places. He and Jeremy discuss the power of problem-solving, and the joy of efficiency.
It’s an honest, funny, and inspiring conversation that shows how meaningful change often starts with one person asking, “Couldn’t this be easier?”

S1 E6 Criminal Law to Technical Claims

Rob Stewart’s role as Head of Sales at CCG revolves around growth and business development, constantly exploring new ideas and opportunities. His wide ranging experience, conversational expertise and thought leadership has made him a key figure in the company’s expansion. Rob shares invaluable insights on how to start and build relationships, a crucial skill in his line of work.
Interestingly, Rob originally aspired to a career in law. He considered becoming a criminal lawyer and even earned a law degree, followed by a place to study to teach law in higher education. However, when he joined CCG as a temp in the technical team to support his studies his journey within the company began, and the rest is history.
Rob and Jeremy discuss the importance of work-life balance and how CCG supports him in achieving this, especially with a young family and a role that often requires him to travel. 
Tune in to hear Rob discuss his 15-year journey at Claims Consortium Group, his transition from law to sales, and his strategies for business development and relationship building. This episode offers a glimpse into the supportive and dynamic environment at CCG that fosters both professional growth and personal well-being.
By sharing these personal stories, we hope to give you a deeper understanding of the people who make Claims Consortium Group and Synergy Cloud what they are today. Don’t miss this insightful episode featuring Jeremy Hyams and Rob Stewart, closing out an incredible first season of "Off Script."

S1 E5 Death Row to Desk Adjusting

Welcome to another episode of "Off Script," where we peel back the layers to reveal the stories behind the people powering Claims Consortium Group (CCG) and Synergy Cloud. In this episode, Jeremy Hyams sits down with Lauren Okey, a dedicated Desk Adjuster based in our Stoke office.
Lauren Okey’s role as a Desk Adjuster involves overseeing property claims both at a desk level and on-site when needed. Her typical day includes triaging claims after they come through the First Notification of Loss (FNOL) process and ensuring the most appropriate course of action is taken. Lauren reviews property claims, provides technical knowledge to the wider team, and oversees various reporting requirements. Passionate about technology, she is always exploring how it can enhance the desktopping of claims.
Lauren’s journey into the insurance industry is as unique as it is fascinating. Before joining the world of insurance, she studied criminology and criminal justice at university, both in the UK and the United States. Yes, you guessed it— Lauren is the member of the CCG team who has spent time in a maximum-security prison and interviewed inmates on death row.
In this episode, Lauren shares how her background in criminology influences her approach to technical problem-solving in the insurance sector. Her love for the technical side of claims and the new challenges that arise daily keeps her engaged and motivated.
By sharing these personal stories, we hope to give you a deeper understanding of the people who make Claims Consortium Group and Synergy Cloud what they are today. Don’t miss this insightful episode featuring Jeremy Hyams and Lauren Okey.

S1 E4 Harleys, Caring for Children and the Royal Airforce

Welcome to another episode of "Off Script," where we peel back the layers to reveal the stories behind the people powering Claims Consortium Group (CCG) and Synergy Cloud. In this episode, Jeremy Hyams sits down with John Chugg, affectionately known as 'Chuggy,' the Service Delivery Team Leader for our IT department at CCG.
John Chugg plays a crucial role in our IT department, coordinating with other team leaders and managers across the business, and overseeing the IT helpdesk. Known for his distinctive look—standing 6 feet tall with a mohawk and riding a Harley—Chuggy ensures that the IT team is seen as more than just a faceless entity. 
Jeremy Hyams and our CEO, Matt B, are frequent customers of the IT helpdesk, often requiring assistance with home tech conundrums. But which of them goes through more mobile phones?