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What does being a trusted adviser mean to you beyond the transaction, and how does that expertise show up when things get difficult for a client? I’ve been fortunate to work with some great industry leaders and am surrounded by incredible brokers at Aon who have shaped my journey and shown me what showing up well for clients actually looks like. One of the biggest compliments I’ve ever received was a client describing me as an extension of their executive leadership team. That’s exactly how I aim to show up — helping clients make decisions, rather than being a line item on the P&L. Growing up in a country town, I learned early that relationships and authenticity matter far more than price, and that taking genuine pride in the service you provide is everything. That mindset carries through to how I work today. When it comes to transactional broking, anyone can compete in that space. Real value comes from providing insights, practical risk advice and being a consistent, trusted presence. When things get difficult, that’s where this approach really matters — providing clarity, advocating strongly and helping clients make confident decisions under pressure. What does becoming a finalist of the 2026 Broker of the Year mean to you? To be recognised among such a high-calibre group of professionals is genuinely humbling — and, honestly, a little surreal. I was fortunate to be a NIBA Young Broker of the Year finalist in 2022, and while my perspective has evolved with experience, the core of my answer hasn’t changed. With recognition comes responsibility. I’ve always wanted to use opportunities like this to showcase the profession and encourage more people to consider insurance as a career — and since 2022, I’ve invested heavily in that space. For me, this recognition isn't simply a personal milestone—it's an opportunity to give back and create pathways for others. Showcasing and championing First Nations Culture and Talent is also something that’s close to my heart of which I have sought to support, both professionally and within the community. If I were fortunate enough to participate in the CGU On Country Experience, I would feel personally deeply privileged. I would see it as a responsibility not only to learn, but to share those learnings widely, ensuring the experience has a positive impact far beyond myself.
fairly limited, I moved to the nearest city to explore broader options. I had always been interested in law and did well at maths at school. My first role was on the front counter at NRMA — fast-paced and highly customer- facing. It was there I realised how much I enjoyed helping people navigate complex situations, often during stressful times. I still remember regular customers coming in for help lodging claims online. We didn’t actually have claims access in branch, so we would open Google and work through the process with them. That quickly became my favourite part of the job — even though, ironically, it wasn’t part of my role at all. It became clear to me that insurance wasn’t just a job, but could be a very meaningful long-term career. What’s the biggest challenge you think the profession needs to be ready for in the near future? I think it’s attracting and retaining talent. People don’t really know what we do. Insurance is rarely seen as a first- choice career — especially for younger professionals — largely due to a lack of awareness and, if I’m honest, a bit of a perception problem. I spent six months at university researching this in a project I called “the talent gap”, interviewing hiring managers and over 50 professionals under 35. The consistent theme? Nobody really understood broking — and if they did, they thought we were selling car insurance. The reality is that broking is incredibly dynamic. You get exposure to law, finance, construction and economics, all while building real relationships and getting out from behind a desk. The learning on the job is endless. I think we have a real opportunity to become more efficient with the introduction of AI — but we need to balance that with talent attraction, on-the-job upskilling and continuing to mentor and develop consultative, client-facing brokers. “One of the biggest compliments I’ve ever received was a client describing me as an extension of their executive leadership team. That’s exactly how I aim to show up — helping clients make decisions, rather than being a line item on the P&L.”
Katrina Halliday, Your Insurance Broker QLD State Finalist How did you get started in the insurance broking profession? Like many people in this industry, insurance broking wasn’t something I originally planned. At 18, I had just moved to Brisbane and was looking for work. I walked into a recruitment agency, completed a typing test and was sent to interview for a receptionist role at Austbrokers Regional in Stones Corner — and I got the job. To be completely honest, I didn’t even know what they did. I was just excited to have a proper job. There were many terms and concepts I didn’t understand in those early days, but as I became more involved I was drawn to the problem-solving nature of broking and the opportunity to help people protect what they had worked hard to build. More than two decades later, I still genuinely love this profession — and the relationships and sense of purpose it brings. What’s the biggest challenge you think the profession needs to be ready for in the near future? I think one of the biggest challenges is adapting to the rapid advancement of AI and technology while ensuring we don’t lose the relationships and human connection that are such an important part of broking. Clients now have access to AI tools that can generate professional-sounding responses almost instantly. While technology can be incredibly helpful, clients simply don’t know what they don’t know. They may receive information that sounds correct without having the experience or context to know whether it is appropriate for their specific business or risks.
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