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MEET THE TEAM: Highland insurance firm has community at its heart





The Inverness office. Picture: Callum Mackay.
The Inverness office. Picture: Callum Mackay.

Earlier this year, a well-known insurance firm in the north of Scotland underwent a significant transformation.

Formerly known as Marsh Commercial, the company was acquired by TL Dallas Group – an independent family and employee-owned insurance broker and risk management firm established in 1919 – and now re-branded as Caledonia Dallas. The name reflects its strong Scottish roots and a new vision under local leadership.

This transition was not merely a change of name; it marked the beginning of a renewed commitment to delivering exceptional service to the communities it has long served as an independent insurance broking business.

Caledonia Dallas has retained its experienced staff across offices in Inverness, Elgin, and Orkney (where the office is branded as Nord Dallas), ensuring that clients continue to receive the personalized support they have come to expect.

Focusing on both commercial and personal insurance, Caledonia Dallas brings specialized expertise across a range of sectors. From safeguarding homes and vehicles to offering tailored solutions for businesses, its team puts clients’ interests at the forefront of every decision.

Spotlight on the Team

Carolyn Oddy, account director. Picture: Callum Mackay.
Carolyn Oddy, account director. Picture: Callum Mackay.

Carolyn Oddy, Account Director – Inverness

For Carolyn Oddy, there is no such thing as a “typical day.” As an Account Director based in Inverness, her work involves everything from meeting with clients and negotiating with insurers to attending local business events.

Her expertise lies in understanding the diverse needs of clients, especially in the north of Scotland, where industries are often highly specialized and varied.

“Due to our geographical position, diversification is a major feature of businesses here,” says Carolyn.

“It’s about conveying this to the insurance market and working to secure appropriate coverage, especially in a digital world where not everything fits neatly into a box.”

Outside of work, Carolyn enjoys golf, traveling, and country walks – a passion that stems from her time as a Duke of Edinburgh Expedition Assessor.

Her journey into the insurance industry began with a trainee role in an insurance company after graduating with a degree in modern languages. The job offered educational progression and travel opportunities, making it an ideal fit.

Chris Smith, account executive. Picture: Callum Mackay.
Chris Smith, account executive. Picture: Callum Mackay.

Chris Smith, Account Executive – Inverness

Chris Smith, an Account Executive also based in Inverness, specializes in agricultural insurance.

“I spend most of my time visiting clients on farms, estates, and crofts across the north of Scotland,” he explains.

“There’s nothing better than standing in a field discussing everything agricultural.”

Chris’s career in insurance began as a summer job in 1995, and over two decades later, he’s still committed to the industry.

When he’s not working, Chris enjoys spending time with his family, traveling, and engaging in sports. A hockey enthusiast, he plays and coaches at the Highland Hockey Club. His love for sports extends to golf, which he finds to be the perfect way to combine work and leisure.

John Maclean. Picture: Beth Taylor
John Maclean. Picture: Beth Taylor

John Maclean, Account Executive – Elgin

John Maclean operates out of the Elgin office, covering Morayshire, the Highlands, Islands, and Aberdeenshire. His typical day involves meeting clients and negotiating with insurers to secure the best coverage at competitive prices.

“I strive to ensure that businesses in the north receive top-tier insurance solutions,” John states. His expertise stems from over three decades of experience in the industry, having started as a commercial underwriter with General Accident Insurance in 1990.

Outside of the office, John is a keen DIY enthusiast and enjoys ballroom and Latin American dance lessons.

“It’s challenging but great fun,” he remarks, reflecting the same positive attitude he brings to his professional life.

Kevin Hancock, regional director. Picture: Callum Mackay.
Kevin Hancock, regional director. Picture: Callum Mackay.

Kevin Hancock, Regional Director – Kirkwall

Kevin Hancock, the Regional Director, has been with the company for almost 30 years. His role covers a vast area, including Shetland (where TL Dallas already had a long-standing office), Orkney, Inverness, and Elgin.

“The geographical spread of the offices is a challenge, but it’s a privilege to be involved with all four offices,” says Kevin. He splits his time between strategic development, client interactions, and maintaining strong relationships with insurers.

Given his family’s involvement, Kevin’s entry into the industry was a natural choice.

“My father established Nord Insurance Brokers in 1979 in Orkney,” he shares.

“Seeing the importance of providing a quality service to the local community made it an attractive option for me when I was leaving university, and I have remained in the industry ever since.”

Kevin is deeply involved in his local community, coaching at the local football club and participating with community charities.

Paul Chiffers, head of office. Picture: Callum Mackay.
Paul Chiffers, head of office. Picture: Callum Mackay.

Paul Chiffers, Head of Office – Inverness & Elgin

As the Head of Office for both Inverness and Elgin, Paul Chiffers manages day-to-day operations and client interactions.

His role is varied, encompassing client service, insurer relations, and office management.

“I look after clients across different industries, but I specialize in construction, motor trade, renewable energy, and ports,” says Paul.

Paul’s journey into the insurance sector was unplanned; he took on a role as a Trainee Commercial Broker after realizing that a university career was not for him. Now, with over 15 years of experience, he continues to thrive in the field. Outside of work, Paul is an avid Aberdeen FC supporter and enjoys playing golf, despite admitting he’s not very good at it!

Sarah Mackay, development executive. Picture: Callum Mackay.
Sarah Mackay, development executive. Picture: Callum Mackay.

Sarah Mackay, Development Executive – Inverness

Sarah Mackay focuses on developing new business opportunities for Caledonia Dallas across the Highlands.

Her role involves networking with decision-makers and business owners, as well as attending industry events.

“The first few months with the new company have been exciting,” Sarah notes, “it’s great to showcase what we offer to the Highland business community.”

Sarah’s interests outside of work include singing with the local soul band, Scooty and the Skyhooks, and participating in fitness activities, such as running with Jog Scotland Inverness. Her enthusiasm for community involvement mirrors her dedication to building strong client relationships.

Kelly Howley, account executive. Picture: Callum Mackay.
Kelly Howley, account executive. Picture: Callum Mackay.

Kelly Howley, Account Executive – Inverness

Kelly started her career in insurance 19 years ago, after a friend recommended the industry. Speaking about a typical day at Caledonia Dallas, she said:

“I spend time building relationships with new clients and managing relationships with existing ones, so that I thoroughly understand their needs. I work for clients that operate in several sectors, but I have particular expertise in the construction and charity sectors.”

Outside of work, Kelly loves spending time with her family and friends – while also partaking in line dancing followed by falling asleep watching movies!

Louise Wheelan, account executive. Picture: Callum Mackay.
Louise Wheelan, account executive. Picture: Callum Mackay.

Louise Wheelan, Account Executive – Inverness

Louise spends much of her day dealing with client inquiries, holding renewal review discussions with clients, and dealing with any policy changes during the year.

She said: “My specialism is in motor trade insurance having been an underwriter for a motor trade scheme based in Glasgow for a number of years.”

Explaining how she got into the sector, she added: “I was placed in an insurance office on a YTS (that’s a Youth Training Scheme for those younger readers!) when I left school.

“I was placed with Anderson & Jarvie Insurance Brokers and Financial Services in Inverness. I never thought that over 30 years later (after a few job changes) I would be back working with Sandy Anderson, our claims manager, of Anderson & Jarvie!”

Outside of work, Louise enjoys socialising, spending time outdoors, and walking the dog.

Michael Laing, account executive. Picture: Callum Mackay.
Michael Laing, account executive. Picture: Callum Mackay.

Michael Laing, Account Executive – Spean Bridge/Inverness

Speaking about a typical day at work, Michael said: “I deal with the needs and requirements of clients, both new and existing, on a daily basis.

“I am also particularly interested in Motor Trade Risks. Being based in Spean Bridge, a lot of my time is spent visiting clients across Lochaber and Argyll.”

Michael first started working in the insurance industry for his family business in the 1980s.

He added: “Outside of work, I spend time with family, walking, and working on motor vehicles.”

Client Testimonials

The success of Caledonia Dallas is not just measured by its growth and service offerings but also by the glowing feedback from its clients:

Simon Kelman Plumbing & Heating Ltd

“Second to none service from this company. Always sourcing the best prices for us and helping us procure the best insurances to suit our needs. Extremely professional and helpful staff. We wouldn’t hesitate to recommend them.”

Montrose Port Authority

“Caledonia Dallas has been an invaluable partner in managing our complex insurance needs. Their team consistently demonstrates deep industry knowledge and exceptional attention to detail. They work seamlessly with our business, ensuring comprehensive coverage tailored to our specific requirements. We have full confidence in their expertise and are reassured by the level of dedication they bring to safeguarding our operations.”

The Elgin team.Picture: Beth Taylor
The Elgin team.Picture: Beth Taylor

BDL Tyres Ltd

“Caledonia Dallas has delivered outstanding service to us since day one of trading in our new business. Local people who understand the unique way of operating business in the Highlands & Islands. I highly recommend Paul and his team to anyone!”

Loch Shiel Garage 2010 Ltd

“We have worked with Michael for the past 10 years. He has taken the time to understand all aspects of our business and provided invaluable advice, allowing us to focus on our work. As we have expanded, it’s reassuring to have Michael just a phone call away, always ready to assist, day or night.”

Lochleven Shellfish Scotland Ltd

“Michael has managed our insurance needs for over 20 years. It’s great to have a local contact who provides excellent advice and a first-class service. We would have no hesitation in recommending Caledonia Dallas to others.”

Dedicated Claims Handling: A Key Differentiator

One of the standout features of Caledonia Dallas’s service offering is its in-house claims department. Unlike competitors who outsource claims handling or direct clients to insurers, Caledonia Dallas maintains a dedicated team to manage this critical aspect of the insurance process.

For businesses and individuals navigating the complexities of insurance claims, having access to an in-house claims team can make all the difference. This dedicated support not only simplifies the process but also ensures a tailored, personal, and efficient experience from start to finish.

Sandy Anderson, Claims Manager, explains: “Every claim is different, and we treat it as such.

“We’ve developed our own suite of claim forms that capture all necessary information from the start. This way, we minimize delays and ensure a smooth process for our clients.”

This personalized approach allows for greater accuracy and ensures that claims are handled with the attention they deserve.

Claims Department: Sandy Anderson, William Crawford, Hannah Toohill and Matthew Smith. Picture: Callum Mackay.
Claims Department: Sandy Anderson, William Crawford, Hannah Toohill and Matthew Smith. Picture: Callum Mackay.

Hannah Toohill, Claims Handler, adds: “We’re here for our clients every step of the way, from the initial notification to settlement. Our role is to handle the stressful aspects of dealing with insurers, allowing our clients to focus on their recovery.”

By shouldering the burden of liaising with insurers, the claims team provides clients with peace of mind and a sense of being genuinely cared for.

Will Crawford, Claims Handler, explains: “We know that this job can thrust us into the most devastating points in people’s lives, and our clients know that we are here for them. Our experienced and professional claims team is here to hold their hands from notification through to settlement and beyond.”

The team’s proactive approach involves meticulously tracking the progress of each claim and keeping clients informed throughout the process. Their expertise not only accelerates resolution but also ensures that clients receive the settlements they deserve.

A Bright Future for Caledonia Dallas

With an experienced team and a client-centric approach, the company continues to thrive as a leading insurance provider in the region. Each member of the team, from Account Executives to Regional Directors, brings a wealth of knowledge and a passion for serving their clients.

As the firm looks to the future, it remains steadfast in its mission to support businesses and individuals across the north of Scotland, providing tailored insurance solutions and fostering long-lasting relationships.

Under its new banner, Caledonia Dallas is not just a name – it is a promise of quality, commitment, and local expertise.

Fairways Business Park, Inverness, IV2 6AA

Call 01463 233105

SouthÀeld Drive, Elgin, IV30 6GR

Call 01343 547761

Email: info@caledoniadallas.com


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