SPOTLIGHT / Meet the state finalists of the 2026 Broker of the Year Awards
wording when it was underwritten — and that intent is crucial to clients in the event of a loss. We often end up in disputes with claims teams who didn’t underwrite the original policy, challenging us on the literal interpretation of the written word rather than the purpose behind it. AI threatens that understanding and risks reducing skilled advisers to people who simply do whatever the computer says. 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? “Trusted adviser” is a term that gets thrown around a lot. In my personal world, it means showing up regardless of the situation, taking a genuine interest in another person and truly caring about how my actions influence and impact their world. That is exactly what this job is. Insurance and the role we play is more profound than selling a product. Insurers are the only investor prepared to put money into a business — or a person’s home or livelihood — when everything else has failed. Your bank is questioning how you’ll repay your debt. Your employees are wondering how you’ll pay their wages. Your customers are unsure whether you can keep supplying them. In that moment, the broker is the one — like a surgeon — you hope you never need to call upon, but who can be the lifeline you need in a crisis. That is how I approach every piece of advice, every enquiry into a business, every outcome. That is how you become a trusted adviser. What does becoming a finalist of the 2026 Broker of the Year mean to you? Anyone who knows me will tell you I have no interest in accolades — I genuinely believe there are others more deserving, and I’m happy doing the work and looking after my clients. But when I was nominated by a peer I have enormous respect for, I took it as a moment to ask myself honestly whether I was worth it. I’m still not entirely sure. What I’ve taken from the support that followed — from peers, clients, friends and family — is that perhaps I’m not seeing something I should: that I can be some form of positive representation for this industry. You can’t pay anyone enough to genuinely care, to be driven every day to improve, to get a real thrill from delivering an outstanding outcome for a client. I hope that through
“AI risks reducing skilled advisers to people who simply do whatever the computer says.” being a finalist, I can inspire others who feel that same pull to put themselves forward and be part of this profession. It affords extraordinary opportunities — if you’re willing to take a risk.
Paula Eggers, Aviso Specialty SA/NT State Finalist
How did you get started in the insurance broking profession?
I fell into insurance like the majority of us. When I graduated high school, I didn’t know what I wanted to do and had moved out of home. Aon were recruiting from high schools and my mum was a teacher at one of them. I’d been a receptionist at a brokerage, so she suggested I apply. I got the job and decided to take another year before going to university. When I eventually decided to study Psychology and Criminology, I resigned — but Aon decided I was worth keeping and offered me a part-time position in the HIAIS Division. Once I completed my degree, I was heading to Brisbane for postgraduate study, so I resigned again. Aon found me a role in the Major Projects Construction Team. I thought I’d work there for six months, then find something in the justice sector. What actually happened was that working on complex, unique exposures opened my eyes to what this industry really is — not a transaction, but an underwriter for the world to innovate, fail, recover and ultimately function and develop. I decided to do a Graduate in Risk Management and make this my career. What’s the biggest challenge you think the profession needs to be ready for in the near future? Over-reliance on AI. There are tremendous tools at our disposal — comparing policy wordings, drafting correspondence — but I worry we lose the art of connection, learning, personalisation and care. If I were to rely solely on an AI’s interpretation of what a policy wording covers, we lose the understanding of the original intent of that
Shannan Gardner, Guardian Insurance Brokers SA/NT State Finalist
How did you get started in the insurance broking profession?
Throughout my schooling years my dream was to become a police officer. When I finished high school I was looking for a job where I could earn good money while keeping my options open in public safety — and that’s when I fell into a role at SGIC, working within the home and motor team. I quickly realised that insurance was something I genuinely enjoyed and began looking at it as a potential career. Needing more of a challenge, I applied for a role as a trainee broker assistant — and that’s really where my love for broking took off. I worked with a great broker who helped me build the foundations and develop the knowledge to become the broker I am today. That experience is a big part of why I am now so dedicated to mentoring and working within leadership groups — I’ve seen first- hand the difference it makes. What kept me in the industry is the diversity of the work and the challenges broking presents every day. No two clients or risks are the same, and I love helping businesses understand their insurance requirements and protect what matters most to them. More than twenty years on, I’m still passionate about the role brokers play as trusted advisers and advocates for our clients.
36 / INSURANCE ADVISER JUNE/JULY 2026
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