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goals, interpreting complex circumstances and having meaningful conversations cannot be fully automated. The future isn't brokers versus technology — it's brokers using technology to become more effective advisers and stronger advocates for their clients. Young brokers are inheriting the profession at a pivotal moment. What kind of broker do you want to be in ten years, and what are you doing now to get there? In ten years, I want to be known as a broker who combines technical expertise with genuine care for clients and meaningful leadership within the profession. I want to continue building deep knowledge while helping develop the next generation of brokers — the industry has given me incredible opportunities, and I believe we all have a responsibility to share knowledge and support others as they progress. To get there, I'm focused on continuous learning, seeking opportunities outside my comfort zone and building strong relationships across the industry. I also want to demonstrate that it's possible to build a successful career while maintaining strong family commitments. Balancing both isn't always easy, but it has shaped my resilience, organisation and perspective — all of which make me a better broker and leader. What does becoming a finalist of the 2026 Young Broker of the Year mean to you? Becoming a finalist was both exciting and confronting. My immediate reaction wasn't confidence — it was disbelief. I've worked in insurance broking for sixteen years, and I've always seen myself as someone who works hard rather than someone who stands out. Like many people, I experienced a fair amount of imposter syndrome when I received the news. As a working parent balancing a demanding career, family commitments and everything else life brings, there are plenty of days where I feel stretched thin — and my first thought was whether I was really doing enough compared to others in the profession. With time, I've come to see this recognition differently. Being named a finalist has reminded me that success isn't always about being the loudest voice in the room. Consistently showing up for clients, supporting colleagues, continuing to learn and contributing to the profession matters too. For me, this represents not only a personal achievement but encouragement to keep growing, backing myself and continuing to challenge what I think is possible. “The future isn't brokers versus technology. It's brokers using technology to become more effective advisers and stronger advocates for their clients.”
“Coming from a multicultural background and growing up in Adelaide after moving from China, I also saw a gap in the market for clients who needed complex insurance advice explained in a practical and accessible way.”
Irene Zhu, KeyInsure SA/NT State Finalist
negotiate trust with an underwriter or deliver difficult advice with empathy. The future broker is not replaced by technology — they are strengthened by it. Young brokers are inheriting the profession at a pivotal moment. What kind of broker do you want to be in ten years, and what are you doing now to get there? In ten years, I want to be known as a broker who helped move the profession forward — not only by growing a successful business, but by building trust, developing people and raising the standard of advice. I want to be the kind of broker clients turn to for complex decisions and the kind of leader younger brokers can learn from. For me, success is not measured only by GWP or portfolio size, but by whether I have built something sustainable, ethical and meaningful. Right now, I am working on that every day: managing a growing commercial portfolio, mentoring team members, investing in technical development and continuing to learn through industry programs and qualifications. I also actively explore technology, marketing and process improvement so our brokerage can become more efficient and future-ready. The brokers who will thrive are those who stay curious, humble and brave enough to keep evolving. What does becoming a finalist of the 2026 Young Broker of the Year mean to you? Becoming a finalist means a great deal — it feels like recognition not only of my own journey, but of the clients, mentors and team who have been part of it. As someone who entered the industry from a multicultural background, I did not always see many people who looked or sounded like me in commercial insurance broking. Over time, I've learnt that difference can become a strength — it has helped me connect with clients, bring a different perspective and show that there is more than one pathway to leadership in this profession. This recognition reminds me that hard work, resilience, curiosity and care still matter. It also motivates me to keep contributing to the industry, especially by encouraging more young and diverse talent to see insurance broking as a meaningful career. I am proud, grateful and even more determined to keep growing.
How did you get started in the insurance broking profession?
I started my career in financial services in 2017 as a mortgage broker assistant, which gave me my first real exposure to clients making important financial decisions. In 2018, I moved into insurance broking — and very quickly realised this was where I belonged. What drew me in was that insurance broking is not just about policies or premiums; it is about understanding people, businesses, risks and sometimes the worst day of someone's life. I enjoyed the problem-solving dimension, but also the responsibility that comes with giving advice that genuinely matters. Coming from a multicultural background and having grown up in Adelaide after moving from China, I also saw a gap in the market for clients who needed complex insurance advice explained in a practical and accessible way. That became a significant part of my purpose — helping clients feel informed, protected and confident. Tech and AI is reshaping how brokers work. Where do you see it adding value and what do you think will always need the human touch? I see technology and AI adding enormous value in areas where brokers need speed, structure and consistency — research, document review, workflow management, client communication, training and reducing repetitive administration. Used properly, it gives brokers more time to focus on advice, relationships and strategic thinking. At KeyInsure, we are constantly exploring ways to use technology to improve efficiency and accuracy, particularly in domestic products, internal processes, task management and team education. I believe young brokers have a responsibility to be practical and open- minded about technology — not just follow trends. But insurance will always need the human touch. AI can process information, but it cannot sit with a client during a complex claim, understand commercial nuance,
NIBA .COM.AU / 25
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