COVER STORY / 2025 Broker of the Year Award National Finalists
What challenges might a broker face in 2035? Client education and communication will be the biggest challenges in the next 10 years. We’re already starting to rely on and trust artificial intelligence (AI). The biggest challenge I envisage is clients and businesses relying on this information to make technical and strategic decisions. AI sophistication and efficiency is arming people with comprehensive information in moments. But does the user really understand the breadth and end purpose? People receive this information in lieu of professional and qualified advice on critical subject matter. Brokers need to think critically and help articulate the complexity of risk their clients must consider. Given AI is the result of trillions of bits of data, it’s unlikely that any one party will be liable for inadvertent omissions in purported advice. Brokers still need to navigate the complexity of risk transfer, be the client conduit to insurance markets, earn and maintain the trust of their clients. The tripartite relationship will be as relevant in 2035. What is your broking philosophy? My philosophy – People, Paper, Pineapple, Promise. People: are our daily trade and relationships our deity, for clients, insurers and peers. Paper: is the exchange of information and contract bound. Pineapple: is the claims and challenges for which we find solutions, prickly outside, so sweet once you work through it! Promise: is delivering on the word of your trade and advocating for your clients’ continuity. Brokers are evolving to become trusted strategic advisors. What does this mean for our profession? Historically, the best brokers are trusted strategic advisors. You know you’ve achieved a variation of this milestone when you’re speaking with your clients at the same time or before their accountant and lawyer. In my view, broking houses and industry leaders need to review the transactional aspect of our business. It is not reasonable for a broker to transact 30 renewals a month and build technical proficiency in tandem. We need to focus on higher quality, bespoke educational programs, competency-based metrics and measures. As the war for talent will continue, our industry’s educational prowess will be backbone of our success
or Achilles' heel. Brokers need to demonstrate their economic proficiency and speak more commercially with clients, so they understand the value of a broker, the transferable risks and those to retain. Only then can our profession as a whole achieve the calibre reserved for our industry’s elite campaigners. What are some lessons that you’ve learnt along the way that you wish someone told you about on day 1 of the job? You’ll never get through it all, learn to compartmentalise. No matter how much overtime and hours you put in, or better systems and processes, in our world there will always be as much or more waiting for you tomorrow. Turn up and hook in! Never underestimate how far hard work and discipline will get you, and importantly, who might be watching and waiting to offer a new opportunity. Change is your best friend not your enemy. Don’t be naive and think all change is good, think critically, understand it and make it work. Don’t bite the hand that feeds you. No matter how frustrated you get that an insurer wouldn’t do the deal or declined a claim, keep your toys in the cot! Tomorrow, you will be trading a new deal, asking for another favour, so be the better-rounded broker. If you were to be crowned the national Broker of the Year winner, what would that recognition mean to you? It would be great to represent the brokers who do more than 30,000kms on the road. I’d like to fly the flag for regional based brokers whose clients have unique challenges, not least of which is isolation. There is a huge opportunity to improve how we manage and service claims in regional and isolated areas. Many of the delays that drive client frustration and cost escalation can be avoided, the right platform would give this much needed airtime. I’d proudly advocate and push for NIBA events and calendar to put some regional centres on the map, so brokers who can’t always make the metro events can still access the resources, discussions and make the connections, not just read about it when Australia post delivers their magazine. I’m already chuffed by the recognition to date. Icing the cake would be a win for those who fell into the industry and traversed a myriad of roles and responsibilities to be a contender for this coveted award. It is also a win for those who have influenced and directed you along the way, to them I am already very grateful.
34 / INSURANCE ADVISER OCTOBER 2025
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