Brokers need to stop reacting and instead be proactive to client needs, says one industry consultant.
“Every day I see and hear brokers who are extremely busy, responding to the millions of requests from their clients, their insurers, and other third party interests,” says Diane Baker, CEO of Risk Assist Consulting. “But it is only insurance. It is up to the insurance brokers to be clearer on what they can do to make their clients happier with this system.”
Specializing in risk management and insurance, Baker works closely with clients throughout Canada who are in need of commercial risk consulting services through her company.
“The insurance industry is an amazing one,” she told Insurance Business. “Be proud to be in it, but be relevant. The general perception is one of necessity rather than a vital, alive asset to all.”
Baker draws on 30 years of experience as a commercial broker including but not limited to the handling of claims tracking and analysis. Assessing and designing the correct insurance program – while respecting the client’s budget – is something Baker feels provides her with a unique insight to the industry, and how brokers can improve their relationships with clients. (continued.)
#pb#
“Insurance is an age-old institution that relies on the same delivery system, the same procedures and the same paperwork pretty much,” she says. “There needs to be more discussion I believe and more commitment from those who are planning on being in the business for a long time.”
Of particular interest is the advancement and inclusion of women in the industry – which although has changed for the better, still requires more hard work.
“Thirty years ago there were only a handful of women salespeople. They had a really tough job but they broke down some walls for those women who are in sales today. But will these women last?” asks Baker. “They have to be smarter, quicker and more creative if they are going to last. Who will tell them this?”
And for those women who have broken through the male-dominated glass ceiling, Baker says the struggle to remain an influential force in the industry will always be difficult.
“There are a few amazing women in higher management positions today,” she says, “but it is difficult for them to understand how much more challenging it will be to remain a vibrant force in these roles.”
