Respondents to Canadian Underwriter’s Trusted Advisor 2021 survey sent a clear message to brokers: many, they believe, should improve their service. Rating on a scale of zero to ten under the category Net Promoter Score (NPS), the likelihood they would…
Brokers dealing with claims management should explore ways to hone their client skills in several categories, say business respondents to Canadian Underwriter’s Trusted Advisor 2021 survey. Only 36% of respondents – commercial clients of the brokers – said they were…
Successful brokers must balance surging demand for online digital services with a clear recognition that clients want to maintain a strong human connection. “If you force all your clients to go to in-person and on-phone service, you are cutting out…
The digital revolution is expected to spread more rapidly and deeply into the insurance industry over the next few years, despite relatively modest demand from customers to date. “Brokers should be putting digital strategy as part of their overall business…
Brokers need to be more proactive in reaching out to their business and consumer clients, according to the Canadian Underwriter Trusted Advisor 2021 survey. Only 36% of business respondents — and a considerably smaller proportion of consumers (26%) — said…
Dave Partington, CEO, Gallagher Global Brokerage – Canada The biggest change and differentiator will be how brokers access and use data. For example, the ability to benchmark coverages, limits and rates against peer groups will help our clients make better…
Sarah Robson, President, CEO, Marsh Canada Limited It has been a memorable year for all of us as 2020 has been particularly eventful for those of us in the insurance industry. We’re used to dealing with floods, fires, storms, and…
Tina Osen, President, Hub International Canada Consumer behaviours are changing. We demonstrated to our customers how important it was to have good information, in real-time, and they value our knowledge. Our clients recognize that the advice we bring is important,…
Kenny Nicholls, President, CEO, Western Financial Group Brokers have always had a unique position in the insurance industry. Adaptability has been a crucial part of the broker model and we have seen particular evidence of that this year. Our traditional…
Aneill MacCaull, President, AA Munro Insurance Moving forward through COVID and into a post-COVID world, the biggest operational change for brokers will be the continued automation of simple customer transactions. Policy inquiries, payments, requests for liability cards, and renewal transactions…
Barry F. Lorenzetti, President, CEO, BFL Canada COVID-19 has been a massive disruptor in every aspect of our lives and we continue to work through and endure a very tough insurance market. Tech is king, with brokers moving towards a…
Stéphane Lespérance, President, Commercial Risk and Health Solutions in Canada, Aon In 2019, and the early part of 2020, we talked about a market under correction with increased underwriting discipline by insurers. This year, we added to the mix a…