State manager, broker solutions, NSW and ACT
Since entering the insurance industry in 2001, Peg Vaghaye has held various roles in broking, underwriting, relationship management and distribution. At CGU, she manages a team of 13 that oversees broker relationships and accounts in NSW and ACT, and she’s also part of the leadership team that sets strategy and leadership for the broker and agency division of IAG.
“The demands of my role require me to be very adaptable to change – change being the only constant in our business,” Vaghaye says. “When the pandemic occurred, we were able shift to working from home very quickly and adapt our plans and strategies. A continued presence in the market was my priority, and within the first two weeks, we sought to immediately make use of various forms of technology available to us. There was no rulebook on how to move to 100% digital interactions, and some found it harder than others.”
However, Vaghaye says her team was able to quickly overcome any challenges that arose by being open to the experience and learning from their mistakes. Their efforts have highlighted the fact that the insurance industry hasn’t always maximised available technology, but Vaghaye hopes that can change.
“We were used to attending seminars and conferences, but webinars, virtual rooms and on-demand learning were not widely used prior to the pandemic, despite it being available,” she says. “Realising that our live events will either be cancelled or postponed, I championed the online CGU Broker Learning Sprint with the support of NIBA, which aims to deliver regular, on-demand and topical subjects to brokers that help us communicate important messages to them, as well as giving them another avenue to continue their education and earn CPD points.”
