The Intermediary –- May 2026 - Flipbook - Page 30
The Interview.
Paymentshield
The Intermediary caught up with Hussain to
discuss the changing market, what this means
for brokers, and how Paymentshield is adapting
in 2026.
Changing expectations
Jessica Bird speaks with
Nasar Hussain, director of
intermediated household at
Paymentshield, about how brokers
can improve their GI outcomes
ver more than 20 years in
the financial services market,
Nasar Hussain’s career has
covered sales and advisory
roles across a broad range of
products, including adverse
credit, retail banking,
secured loans, residential
mortgages, and specialist lending.
During the Covid-19 pandemic, Hussain joined
Paymentshield in a national account manager
role, progressing through to head of national
accounts, and as of six months ago, associate
director overseeing the sales team.
Having experience across many product areas
and perspectives is a boon in his current role.
Hussain explains: “It helps me understand the
[general insurance (GI)] market, because I’ve
been on both sides.
“I’ve sold it as a product, and I’ve also got the
experience and mindset of a broker.”
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The Intermediary | May 2026
In the years since Hussain joined Paymentshield,
the market has changed considerably, from
shifting customer perspectives to increased
regulation and scrutiny, not to mention a
challenging wider economic environment.
Indeed, Hussain reflects on his time as a
“newbie” in the sub-prime mortgage market,
and considers the vastly different picture across
property finance as it stands now. Back then, for
example, there was far less focus on ensuring
the customer fully understood “what we called
‘add-ons’ at the time, which was the insurance.”
He continues: “That’s what’s moved on
massively over the past 20 years. Now there is a
bigger focus on whether you are doing the right
thing for the client, or disadvantaging them in
any way.
“Sometimes it just comes down to a lack of
time, confidence, training and knowledge.”
This heightened awareness and
conscientiousness comes as a result of shifting
expectations following the Credit Crunch, as
well as the onset of the Consumer Duty.
Nevertheless, Hussain warns, this has not
solved all the issues facing the GI market.
In fact, he feels this product area is still
deprioritised among brokers, who feel it
“doesn’t pay enough” to focus on, even when
other elements of protection – such as life and
critical illness – are increasingly part of the
client conversation.
“They’re happy to miss out on opportunities,
leaving customers to buy GI on comparison
sites, on a non-advised basis,” he explains.
Hussain urges brokers to challenge these
assumptions around customer needs and
behaviour. Just because the non-advised
route is available, this does not mean GI is
not a valuable part of the advice journey.
Paymentshield’s own research found that 47%
would prefer to receive advice when organising
home insurance, rather than navigate it alone.
Shifting conversations
Once they have reached the end of a long –
and often painful – property acquisition and
