Meet The Team
Ian Hayter | Operations Director
Ian has over 35 years of experience in the insurance industry, many of these spent working in partnership with Paul Baker until Paul retired. Ian is a Fellow of the Chartered Insurance Institute and leads the team in Cheltenham. After leaving school, Ian spent three years learning his trade at a local insurance broker before joining Bakers of Cheltenham in 1990 as an Underwriter. He became a full partner in the business in 1993, having been actively involved in all aspects of the business – customer services, claims handling, insurer negotiations and increased operational and IT matters. He became Operations Director when the business was acquired by Towergate in 1999.
Ian joined JLT in 2008 and developed their bespoke Residential Park Home insurance policy under the Compass Direct brand. He was also responsible for ensuring the efficient relocation of the business to new premises in Gloucester docks and the migration of other JLT businesses to their new contact centre. In May 2013, Ian joined MasterCard as European Insurance Business Lead before he was approached by Paul to become a Partner in Paul Baker Insurance Services in 2015.
When setting up Paul Baker Insurance Services in 2015, Ian and Paul were determined to create a business which puts its customers at the very centre of all that it does, not just in what it says it will do but in practice as well. Hopefully, the experience of customers insured through Paul Baker Insurance Services has been a positive one and continues to be so.
Jacquie Poole | Claims Manager
Jacquie has worked in the insurance industry in a wide variety of roles, including, sales, customer services, but mostly in a claims role.
She was initially involved in life assurance, but on moving to Cheltenham in 1984, Jacquie became a claims handler for a general insurance company handling home, motor, travel and equine insurance claims.
After a few years bringing up her children, Jacquie returned to employment working with children with special needs within a mainstream primary school which she found hugely rewarding.
In 2005, Jacquie joined Towergate Insurance, where she specialised in park home, static caravan and touring caravan sales and then customer services, a role which enabled her to become very conversant with park homes residents and caravan owners. Her experience and knowledge earned her a move to the claims department and promotion to team leader of the park home claims team. Jacquie joined the business at the outset as Claims Manager and does a wonderful job looking after all aspects of our claims handling, which constantly receives very high customer reviews.
Jenny Stagg | Customer Services & Sales Manager
Jenny has worked in the insurance industry since the 80’s and is a Chartered Insurance Practitioner. She began her insurance career with a commercial lines broker, later joining a personal lines broker specialising in motor and household insurance, where she was promoted to branch manager. During the next 15 years, she helped develop a very successful caravan and holiday home scheme with Bakers of Cheltenham and then joined Towergate Bakers as a senior sales consultant. During this time, she specialised in park home and leisure home insurance and became a very knowledgeable and popular member of the team.
Jenny was one of the founding partners of the business and is a naturally cheerful and friendly lady.
She consistently receives fantastic customer accolades for her patience, empathy, knowledge and understanding; she is worth her weight in gold!
Sarah Swaby | Customer Service & Claims
Sarah is a Customer Service Adviser and has been with Paul Baker Insurance since 2019. With over 24 years’ experience in the insurance industry prior to this, she brings extensive knowledge and a practical approach to her role.
She supports clients with renewals, mid-term changes, and claims across park home, leisure home, and site liability insurance. Sarah is dedicated to providing clear, straightforward guidance and takes pride in delivering a friendly, efficient service that helps clients feel fully supported and reassured. A great team player, she is keen to learn and develop her skills despite the demands of her lovely daughter.
Michelle Mortiss | Customer Service Advisor
Michelle joined the business back in 2017 and previously worked with Paul and Ian at Bakers of Cheltenham. After her break from insurance, we’re delighted to have Michelle working with our Park Home Renewals. She’s always ready with a smile and is dedicated to quality customer service and helping our clients with any queries they may have.
Out of the office she loves spending time with her two daughters and fiancé, as well as lovely walks with her dachshund Dougal.
Lorraine MacWhallen | Customer Service Advisor
Lorraine joined the team in 2024. Before PBIS, she was an insurance advisor for NFU; with a focus on cars, home and equine policies. Since joining us, she’s been an asset to our team and is always a friendly face in the office.
Josie Ogle | Customer Service Advisor
Josie is the newest member of the team. She joined Paul Baker Insurance Services in June 2025, having previously worked in the Mortgage Services sector. Prior to this, she has worked in a few different industries, mostly within the hospitality sector but also has experience working in childcare. Josie may be the youngest member of the team, but still demonstrates the same “old-fashioned, customer-first” service that PBIS is recognised for.