November 2016 - "Maintaining Focus" [PDF, 1.3 MB]
Brokerages would, no doubt, welcome efforts by sales team members to become the best performers possible. But pursuit of sales cannot trump the primary goal of a brokerage: to serve as a trusted advisor to clients. With the ever-changing landscape — including introduction of new products — awareness, understanding and focus is crucial to meeting the specific needs of each particular client.

August 2016 - "Beyond Chitchat" [PDF, 1.3 MB]
A long-standing and friendly relationship between a broker and client is always welcome. But busy schedules, brief chats and assumptions should never take the place of a comprehensive review of a client’s risk come renewal time. This sort of annual review is necessary to meet a broker’s professional obligations to the client, insurer and insurance industry as a whole. 

May 2016 - "Unlimited Liability" [PDF, 1.3 MB]
When placing commercial liability coverage, insurance brokers should never tell policyholders how much coverage is enough. Clients should be advised there is always a possibility of being underinsured for a potential judgement or settlement.

March 2016 - "Rock and a Hard Place" [PDF, 2.4 MB]
Adjusters are required to juggle multiple tasks. But a busy environment, demanding workload and unexpected meetings should not influence interactions with clients. As the first points of customer contact, adjusters must maintain a professional demeanour by listening, showing empathy and putting clients at ease.