With vast experience in both the UAE and UK Insurance markets, I sat down with Rachel Awad (Director of Strategic Projects at Insurancemarket.ae) to find out how different these two countries are when it comes to insurance. We also discussed the main changes within the industry over the years and even what it takes to be a successful company within this fast moving, dynamic and competitive industry. Just how important is the personal touch when it comes to dealing with clients despite the impact of the internet and technology?