SPOTLIGHT / Meet the state finalists of the 2025 Broker of the Year Awards
particularly in the depth and diversity the insurance industry offers. I decided to shift paths, dedicating myself to learning everything I could about insurance and the responsibilities of managing a business. In 2010, I stepped into the role of managing the General Insurance arm of Goldsworthy following my mother’s retirement. My guiding belief remains: Helping people is our passion—insurance is how we do it. I’m also a proud mum to two wonderful teenagers. As I’m growing older and am now the owner and director of my business, I also love that I can now give back through mentorship, involvement in charities that are meaningful to me, and offering growth and development to my staff for their future. “I love insurance broking because I thrive on connecting with people and getting to know and help them. I love that no two clients, their stories and businesses are the same, and every conversation is a chance to learn something new.” What do you think the insurance broking profession will look like in the future? I believe the future of insurance broking will look quite different but in an exciting way. I see a shift toward a more commercial, fee-for-service model, especially as the domestic market becomes increasingly direct. Technology is evolving so quickly that I think the roles we play as advisors will need to become more tailored, and solutions focused. Clients will expect more than just transactions, they want to know they’re dealing with real people who understand their issues and concerns. They want a trusted partner who can help them navigate complex risks. I’m hopeful that AI and smarter systems will streamline a lot of the admin and compliance, so we can spend more time on strategy and relationship-building. I also see a greater integration of platforms making our work more efficient and connected. For me, it’s about embracing change and continuing to add real value where it counts most. What inspires you the most about the insurance broking profession? I love insurance broking because I thrive on connecting with people and getting to know and help them. I love that no two clients, their stories and businesses are the same and every conversation is a chance to learn something new. Being there for someone when things go wrong, knowing I’ve helped protect what matters most
to them, and offering quality advice and mentoring, which can be through some of life’s hardest moments. It’s incredibly meaningful. For me, it’s always been about trust, support, enjoying what I do, having an amazing team around me, and being able to look ahead with confidence. I also value the opportunities the insurance industry has given me, both personally and professionally. At the end of the day, it’s the human side of broking that inspires me most, being an advocate for my clients and being part of a supportive, connected community. What does becoming a finalist of the 2025 Broker of the Year mean to you? Becoming a finalist for the 2025 Broker of the Year is incredibly special to me, it's a deeply personal milestone. I’ve been fortunate enough to see friends win or become state finalists. After 22 years in the industry, it feels like a moment to pause and reflect on the hard work, sometimes tears, many laughs, long days and nights, resilience, and growth that’s shaped my journey. It’s something I know will make my parents proud and my grandfather would be in absolute awe if he was still alive, which means the world to me. As a woman and a leader in what’s been a largely male-dominated space, it’s also a reminder that we can create real impact, lead with integrity, nurture and care, and still stay true to ourselves. This recognition reaffirms that it’s possible to deliver great outcomes for clients while helping push the industry forward through innovation and leadership. It also fuels my passion to keep raising the bar, to support and mentor others, and to keep championing positive change.
to defer for a year to think over my choices. The condition was that rather than just partying with friends or going backpacking I had to get a “real” job, so a recruiter placed me in a reception/mail room role at EBM Insurance Brokers. EBM were very supportive of promoting their juniors and it wasn’t long before I found myself moving into a processing role and then was placed in an Assistant Account Executive role for one of the directors. The quick progression and supportive learning environment suited my personality well. I haven’t looked back since. What do you think the insurance broking profession will look like in the future? The issue of skills shortage is certainly not unique to broking, but with the development of technology and the rising popularity of offshoring, the entry-level roles that existed when I started are rare these days. This has had an impact on the entry pathways for talent into the industry, which is a challenge we are all now dealing with. I anticipate the types of broking roles in the future will change, with fewer administrative roles and more requirements for relationship- driven, client-facing brokers (with skills in AI). I think our industry will become more influenced by ever-increasing compliance requirements, and we have to find ways to balance delivering our advice and services in a meaningful and efficient way with meeting those requirements. Increased capabilities in broader advisory services, risk management and data-driven analytics are going to change and improve the way we discuss risk with our clients and bolster the quality and accuracy of the way we transfer risk. “I anticipate the types of broking roles in the future will change, with fewer administrative roles and more requirements for relationship driven, client-facing brokers (with skills in AI).” What inspires you the most about the insurance broking profession? If you are ambitious and hard-working there are so many wonderful career opportunities available. You can carve out a very successful career as an individual contributor looking after a portfolio of your clients, or you can progress up the corporate ladder into a leadership or management position where you can influence and guide teams. You might choose to become a specialist in a particular industry or policy type, becoming an expert in your field and a go-to resource for other brokers. Then there
WA Finalist
FELICITY COWAN, MARSH
How did you get started in the insurance broking profession? As we all know, many people in broking fall into it by accident and I’m no exception. When I finished high school, I was not entirely convinced the university course I had chosen was right for me, so I decided
36 / INSURANCE ADVISER JUNE/JULY 2025
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