What we stand for

Mental health matters here more than it usually does in insurance. Richard has been a Mental Health Ambassador and has seen what happens when a workplace treats wellbeing as an afterthought.

That experience carries into how Cupican is run. We want an environment where people can say when they are struggling, where asking for help costs nothing and where the stigma that still surrounds this gets quietly dismantled rather than politely ignored.

It shapes how we treat clients too. A business owner facing a claim, or a clinician facing an allegation, is under real pressure. The person on the other end of the phone should recognise that and behave accordingly.

Nobody does good work alone. Broking is a chain of people: the client, the broker, the underwriter, the loss adjuster, the sector body. When those relationships are strong the client gets a better outcome, and when they are weak the client is the one who pays for it.

So we put effort into the relationships behind the policy, not just the policy itself. We would far rather pick up the phone to an underwriter who knows us and trusts how we present a risk than send a submission into a queue and hope.

The same applies internally, and to the people we work alongside in the sectors we serve. Support is something you give before you need it returned.

Exceptional service is an easy thing to claim and a hard thing to clear. Our version is simple. People get straight answers, in plain language, from someone who knows their file.

We treat people with respect, fairness and empathy, whoever they are and whatever they are calling about. That includes the awkward conversations: the renewal that has gone up, the claim that is taking too long, the question someone feels embarrassed to ask.

Where a client is vulnerable, whether through health, circumstance or the situation they are dealing with, we take extra care. That means slowing down, checking understanding and making sure somebody is genuinely heard rather than processed.