I hope that you are all well, and beginning the wind down to the holiday season. Whilst that is my hope, I’m sure that like me, you are all pushing hard right until the end of the year! I’m constantly impressed by the professionalism of this industry and the never-ending desire to ensure that the end-customer is beyond satisfied.
In fact, this is an inspiration for our business – knowing that we can play a major role in the way that customers experience our industry. We win or lose together, which interestingly, is in line with the “come together” mantra put forward by IBAO President-Elect Traci Boland at the Ontario brokers convention this year.
Having met and listened to many of our broker partners this year, I believe that we can support this objective through delivering a continually faster and more connected service, clearer and stronger products, advice on required coverages and ultimately, through a great claims experience.
Reflecting back on the year, I’m really pleased that we’ve managed to stay focussed on these objectives and have made some substantial changes. Whilst I could write pages on this subject, some of the real highlights are…
- Design and launch of our new website – making it easier for brokers to find and make applications and connect with our team. We’ve received so much amazing feedback on this initiative, so if you haven’t really visited yet, please take a tour.
- Simplification and clarification of our product range – helping our broker partners to understand the product lines where we feel we can really support them, together with information on features and target clients for each product. We’re always happy to find solutions for any of your other ‘out of the box’ risks, but wanted to ensure our most popular lines are clear and well communicated.
- Development of a new underwriting platform which enables us to be much faster and provide greater transparency around our service. We launched this in our commercial lines business at the end of summer and we’ve already seen a huge improvement in our speed across Canada. In fact, we are now more than twice as fast in some of our key processes like new submissions, and will continue to push forward next year and deliver more benefits! I’ve had so much positive feedback on this from our brokers, which makes us more determined than ever to push even harder next year!
- Recruiting 37 people into our teams across Canada who are really aligned to our culture of providing advice and support to our brokers whenever they need it. Our talented people are the bedrock of the business, and I’m really delighted that we’ve managed to strengthen our team so successfully this year.
We’ve got some really exciting plans to take these initiatives even further next year and I look forward to sharing these with you. For example, we’ve just appointed Charlotte Malaurie as our Director of E-Commerce, and will be investing in a dedicated team to really transform the way in which we digitize key parts of our business model to better connect with and support our brokers.
On a final note, I want to take this opportunity to wish all of our broker partners and other readers all of APRIL’s best wishes this holiday season. I truly hope that you manage to spend some time away from the office with your loved ones and recharge the batteries for what will be a fantastic 2017!
All the very best,