NIBA / Special Feature
Embracing Your Inner Simon Sinek: Start With Why Any change to how you work can be a challenge, and for brokers, a good place to start is understanding the ‘why’ of the business and your guiding principles. “For us, the client-centric approach really starts with understanding your purpose – what’s your guiding star?” says Will Laundy, Director at Pillar Brokerage in Adelaide, South Australia. “Ultimately for us, having a client-centric offering really comes down to having a good understanding of our clients’ needs as individuals, and a good understanding of their industry and the challenges they face.” Having a deep understanding of a client’s sector is increasingly important. In a world of generalisms and mass marketing, being able to offer real specificity is a huge differentiator. If you’re seen to be actively involved in a sector, and advocating for it, all the better.
Steve Richards, Executive Manager – Transport & Logistics at RSM Group in Surrey Hills, Melbourne, and winner of the 2024 Vic/Tas NIBA Young Broker of the Year award, says, “One of the things we really pride ourselves on is being part of our clients’ industry, and understanding the unique challenges and risks they face along with finding tailored solutions. “We really specialise in and focus on a handful of sectors, which is why we're aligned with the Victorian Transport Association as well as the Victorian Waste Management Association. “Having that involvement and those connections means we can advocate for the industry, and all of our team can continually build their knowledge to ultimately bring more to our clients.” As well as being active in and supporting your clients’ industries, supporting local communities is still an incredibly important and valuable thing to do.
Services businesses actively participate in and contribute to over 30 organisations in our communities, with plans to increase this number during 2025/26. This includes major sponsorship of a child and youth fostering program across the Geelong and Colac region that provides young, and potentially vulnerable young people with increased security and opportunities. “These local commitments do not go unnoticed, with clients regularly providing positive feedback on the support they
provide their local communities.” Facing Up to Some Harsh Realities
While insurance is still a relationship business, and all of those activities are critically important, there are still other pieces of the jigsaw puzzle to fit in. Particularly when you’re looking at how brokers and insurers can be confident they’re delivering a 21st-century experience for their clients.
“As an industry, particularly the broker distributed products, we’re not very
Jeff Moule, Chief Broking Officer at Aviso Group, says, “Aviso Integral Insurance
42 / INSURANCE ADVISER JUNE/JULY 2025
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