The Ontario Broker November 2013 by Annex Business Media

THE ONTARIO BROKER

THE OFFICIAL PUBLICATION OF THE INSURANCE BROKERS ASSOCIATION OF ONTARIO (IBAO) november 2013

RM,

CRM

david elliott

local foundation 02 convention 2013 04 Viewpoint 05 financial matters 06 education update

10 pr strategies 12 93rd annual convention and awards of excellence 14 territory update

Convention 2013 The Official Publication of the Insurance Brokers Association of Ontario (IBAO)

It’s a Wrap

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Editor Angela Stelmakowich astelmakowich@canadianunderwriter.ca 416-510-6793 Senior Publisher Steve Wilson steve@canadianunderwriter.ca 416-510-6800 Associate Publisher Paul Aquino paul@canadianunderwriter.ca Account Manager Michael Wells mike@canadianunderwriter.ca Account Manager Christine Giovis christine@canadianunderwriter.ca Account Manager Elliot Ford eford@canadianunderwriter.ca Art Direction Sue Williamson The Ontario Broker is published monthly by Canadian Underwriter magazine (www.canadianunderwriter.ca). Canadian Underwriter’s Insurance Group of publications is part of Business Information Group (www.businessinformationgroup.ca), a subsidiary of Glacier Media Inc., a leading Canadian information company with interests in daily and community newspapers and business-to-business information services. All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or in full, including photocopying and recording, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior written consent.

Monica Dale President-Elect YBC Reflecting on another extremely successful IBAO Convention brings a smile to my face. Convention always provides an opportunity to create invaluable relationships, greet familiar faces and reunite with friends. Once again, this year’s event provided attendees with a dynamic lineup of inspiring speakers, insightful educa-

tion sessions and timely, relevant information. Further, these top-notch offerings provided brokers with a competitive edge, bringing a new level of excitement for the broker distribution channel moving forward. Since Bipper turned 25, a celebration of 1988 was a must. The Opening Night Party included a performance by God Made Me Funky. Brokers dug out shoulder pads, costume jewellery, parachute pants, leg warmers and more! Moving from funky to educational, the Education Awards Luncheon honoured those who have achieved a professional designation. As brokers know, education is the power that sets our distribution channel apart from our competitors. KEEPING INFORMED At the annual general meeting, the Honourable Kathleen Wynne, Premier of

Ontario, addressed the crowd. She provided information about the Ontario auto product and accepted questions from assembled brokers and guests. It is always important for brokers to understand the political landscape, particularly when decisions are being made that directly impact our businesses. We want to thank the Premier for taking the time to attend. As always, the CEO panel delivered information and insight. Challenging five of the top CEOs in our industry with grueling questions about industry issues always leads to a few enlightening twists and turns. SHOW AND TELL On the exhibit floor, essential industry partners were brought together to discuss new markets, new offerings and changes to products — all meant to provide brokers with options to deliver choice to our clients.

The articles that appear in this publication represent the opinions of the authors and do not represent or embody any official position of, or statement by, IBAO; nor do they attempt to set forth definitive action standards or to provide legal advice.

Insurance Brokers Association of Ontario 1 Eglinton Avenue East, Suite 700 Toronto, Ontario M4P 3A1 Tel: (416) 488-7422 Fax: (416) 488-7526 Toll Free: (800) 268-8845 (888) ASK-IBAO www.ibao.org Annual subscription is $52 + tax. To order email: contact@ibao.on.ca For information on submitting an article, contact: Ashley Hunking Marketing Coordinator ahunking@ibao.on.ca

Left to right: Michael Brattman, Rick Orr, Chris Floyd, Doug Heaman, Randy Carroll and Debbie Thompson gather for a photo during the 6th Annual Awards of Excellence Gala at the 2013 IBAO Convention in October. 02

The Ontario Broker / November 2013

YBC was not far away from the exhibit floor, hosting a cafe inside the area again this year. The YBC Café provided an opportunity to communicate the important benefits that the YBC offers: education, networking, problem solving, leadership skills and succession planning — all while visitors enjoyed a cappuccino or latte! The idea behind the cafe was to remind brokers that YBC is a resource for ideas, solutions and information. We achieved this by creating brochures, attending career fairs and school presentations, and engaging postsecondary schools so that students can learn about their career opportunities. We invited 100 college students to experience the Convention and provided a luncheon, attracting young talent to the broker channel. A LITTLE HOSPITALITY The highly anticipated Hospitality Night is always a hit! The opportunity to

meet or reunite with fellow brokers and underwriters, build relationships and discuss current issues and successes with our insurance company partners is invaluable. A heartfelt “Thank You” goes out to our insurance partners who continue to welcome and support young brokers into the insurance business. The inaugural address by President-elect Chris Floyd was inspiring. The theme for the upcoming year — Get Ready for Tomorrow Today — really set the tone about where brokers need to focus their efforts to remain in the game going forward. With IBAO diving into the telematics pool before insurance companies develop their own offerings, independent brokers need to focus on the importance of this initiative. We need to learn how to leverage this technology and opportunity to its fullest. The use of technology and social media is no lon-

ger an emerging business tool; it is now an urgent necessity for brokerages. It is, however, not without challenges. Young brokers can play a vital role in this going forward. I encourage broker principals to tap into the young, eager technology talents within their offices. Young brokers have innovative ideas and understand how technology and social media can work for your businesses. ALL DRESSED UP The finale of the Convention, the 6th Annual Awards of Excellence Gala, celebrated the Broker of the Year, Brokerage of the Year, the Young Broker of the Year and the Broker Affiliate Achievement Awards. Brokers and industry partners donned their formal attire, and accessorized with their brightest brights! Congratulations to all of this year’s award recipients! The entertainment, Alter Ego, was truly fantastic.

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Group members provided a non-stop dance repertoire featuring the best of 70s disco, 80s rock and 90s pop — keeping the majority of the crowd on the dance floor all evening long! Each and every year, IBAO raises the bar for this grand event. YBC is extremely proud to play a role in bringing it to Ontario brokers. YBC team leaders are responsible for some of the behind-the-scene duties — call it the “glue” that helps hold together this amazing experience for all who attend. Brokers provide a strong and united voice. I encourage everyone to contribute in some way to the reinvention of our future as the channel of choice for our clients in the ever-evolving insurance industry. Looking forward to seeing you at the 2014 IBAO Convention in Ottawa!

President’s Schedule: December 9 Executive Meeting with Intact December 11 Durham Insurance Brokers Christmas Gathering December 17 Executive Meeting CEO’s Schedule:

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Viewpoint

Ken Myers, B. Comm., FCIP, CAIB President Insurance Brokers Association of Canada

Treading Water Flood. Depending on who you ask, this could be what happens when your water heater fails, when the bathtub overflows, when the do-it-yourself handyman in the household does not install the dishwasher correctly, or simply anytime water damages the home. Ask anyone in the property and casualty insurance business in Canada what flood

is, and you could get a complicated and — for a layman — difficult-to-understand explanation. Stated simply, most homeowners believe that they have “flood” coverage, as they define it. Reality, of course, is quite different. Sewer backup coverage is an extension that provides coverage for most of the water damage-type claims that many homeowners face. And, until just a few years ago, these came at a relatively nominal cost. However, that has all changed. Faced with an increase in both the frequency and severity of water damage claims, insurers have been forced to take a hard look at this peril. Whether the blame is put on climate change and an increase in severe weather events, aging infrastructure or the reality that some of the most expensive belongings in our homes are located in basements, the facts are there. This is a problem that needs to be addressed.

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The issue for consumers is that overland flood coverage is not available to Canadian homeowners, while their sewer backup extensions pay many claims that are, in fact, flood events and not sewer backups at all. Many would argue that overland flood is provided now. Consider that following a large water damage event, federal emergency assistance steps in and responds — although with limited compensation, and with considerable delay. Do Canadians want overland flood coverage? Do they want to pay extra for it? And if it can be made available, should everyone, regardless of where they live, qualify? Will Canadians accept that those in flood-prone areas will pay a lot for such insurance — if it is available at all. canadians expect a solution The insurance industry needs to wrap its collective head around this as Canadians are expecting a solution in the face of this ever-increasing peril. While encouraging development away from identified flood plains can help future homeowners, flood is not occurring solely from rivers spilling over their banks, or from a storm surge during a hurricane. Flood can now come from the sky. An increase in severe weather events means that people, who thought they were not exposed to flood, now are. Canadian brokers help protect the insurance-buying public; insurers and government recognize that it is brokers who are advocating on behalf of consumers for workable solutions, and making sure that the products offered and the price charged by insurers, are in the consumers best interest. The support of government from all levels, who must be part of the discussion, will help set the regulatory table for a viable solution. Without this key piece, we all might be under water.

Do Canadians want overland flood coverage? Do they want to pay extra for it?

FINANCIAL MATTERS

Tony Ngo Manager, Industry Programs BMO Bank of Montreal

Financial Security After Disability A Registered Disability Savings Plan (RDSP) can provide welcome help to those who are raising children with severe or prolonged disabilities to save for their long-term financial security. The RDSP is a savings plan that will allow money to be invested tax-free until withdrawal. The plan can be established by the parent or guardian of a minor with a disability, anyone who is legally authorized to act on behalf of a person with a disability or the beneficiary — provided that they have the legal capacity to do so. Contributions are not tax deductible, but can be made by anyone who has the permission of the account holder. In addition, as of July 2011, parents or grandparents can arrange to have some or all of their retirement savings (RRSP, RIF or RPP) be transferred tax-free to the beneficiary’s RDSP at the time of their passing — subject to contribution limit. Within the RDSP, monies can be invested in a variety of instruments, including term deposits, bonds, stocks and mutual funds. However, the availability of some or all of these instruments may vary depending on the plan provider. To qualify for the RDSP, the beneficiary must be eligible for the Disability Tax Credit, a program designed to provide tax relief to those with severe or prolonged disabilities (mental and/or physical). By some estimates, 200,000 people in Ontario alone would qualify for the RDSP. As such, chances are that among your relatives or client base, you know several people who could benefit from the RDSP.

AUGMENTING BENEFITS The benefits could be substantial — the lifetime contribution limit is set at $200,000 for these plans, up until the year in which the beneficiary reaches the age of 59. Augmenting the benefits of tax-sheltered investing, as well as to encourage long-term savings, the federal government has also created the Canada Disability Savings Grant (CDSG). Beneficiaries of CDSG may be eligible to receive as much as $70,000 in grants to their RDSP, up until the end of the year they turn 49. The maximum annual grant ranges from $1,000 to $3,500, and is dependent on the family’s net income (or that of the beneficiary in the case of those of age of majority) and the contribution amount. Just recently, the CDSG entitlement was changed in that it can be carried forward for 10 years. So for those who have not yet opened an RDSP, the cumulative maximum annual grants

can still be accessed back to the program’s inception in 2008. For lower-income families (or for beneficiaries) with net incomes of $25,356 or less, a Canada Disability Savings Bond of $1,000 is available annually without having to make a contribution to an RDSP. For those with incomes between $25,356 and $43,561, the government deposits a portion of the bond each year, with higher incomes in this range receiving a lower bond amount. The lifetime limit for the bond is $20,000 and can be accessed until the end of year the beneficiary turns 49. Ultimately, as with any financial matter, those considering RDSPs should speak with a professional advisor for assistance in making decisions. Everyone can use a little help from time to time. RDSPs are one additional way to help with the long-term financial security of people with disabilities.

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Traci Boland Territory 6 Director IBAO

Broker Education Highlights This year was a year of change in a number of areas related to education. The advanced technical course was discontinued and what was in the advance program is now embedded into other offerings. The basic broker course will now include a weekend warriors program in Toronto and a basic broker examination preparation program was re-introduced in 2013. Connecting with the 21st Century Consumer is on the road and is proving successful once again this year. Not only was the course offered in Ontario, but it also had its debut in Atlantic Canada and Las Vegas. As well, we have been asked to do a repeat performance back on the Rock in December.

IBAO staff did a lot of work on CAIB, making it more accessible and having it online and automated. As a result of those efforts, CAIB registrations continue to be steady. In-class discussion groups are now only run by brokerage special request, as online group discussion continues to gain popularity even in the urban centres. We are promoting self-service and automation by continuing to push online registration for courses and the online group discussion format. In addition, resources previously sent out by paper are now either being e-mailed or posted online for download. CAIB immersion results are picking up in popularity and we will be focusing on increasing the number of immersion course offerings in 2014. CPIB (Canadian Professional Insurance Broker) also continues to have small, but steady, enrolment. CCIB (Canadian certified insurance broker) had one candidate last year, and one this year pursuing this designation. And CSIP (Customer Service for the Insurance Professional) is holding its own, with our next offering scheduled to be held in November of this year. New seminars and courses are being developed regularly as insurance industry trends change and needs arise. Programs are held in various locations, including the IBAO School of Insurance classroom

New seminars and courses are being developed regularly as insurance industry trends change and needs arise.

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facility in Toronto, at community colleges and other off site locations across Ontario. IBAO also offers a number of online learning options, such as webinars and correspondence courses. In addition, IBAO plans to develop customized education programs for in-house presentations at your brokerage. Please remember to work with your offices and affiliates to offer IBAO courses throughout the year. iClarify — Insuring to Value Made Easy Now Available In August, IBAO reported that the free educational training video on iClarify was in its final stages. We are happy to confirm that it is now complete and available to members through the member services section on IBAO’s website. The video demonstrates the simplicity and ease of using the tool, while reducing the point of sale valuation process from 20 minutes down to two minutes. By changing to this iClarify product versus what you are currently using, brokers will be able to save time for your front-line staff while enhancing your credibility with your clients. At the time of release, the following insurers are accepting the insurance to value number that the iClarify valuation tool produces: * Aviva * Brant Mutual * The Dominion * Economical * Gore Mutual * The Guarantee * Intact

* Lambton Mutual * Northbridge * Pembridge * RSA * Unica * Unifund * Wawanesa

Direct writers currently using iClarify at point of sale include the following: • AMA Insurance • BCAA Insurance • CAA Insurance • Desjardins Insurance • RBC Insurance

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Visit the iClarify educational training video online for additional information. It can be found on IBAO’s website at http://www.ibao.org/members/memberservices/iclarify. Remember, you must be logged onto the site to view the video.

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The Ontario Broker / November 2013

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To the uninitiated, being in the insurance broker business may seem a snore. But David Elliott woke up to insurance’s many intricate parts early on... and he could not be happier. By Angela Stelmakowich

Local foundation David Elliott had no plans — no way — of taking over the family business. That the family business, Elliott Insurance Services in Port Hope, Ontario, had been around since 1919 and been helmed by his great-grandfather, his grandfather and his father before him held little sway. “I went away to university. I left thinking I’m going to take over the world and the last thing I wanted was this small insurance office in a small town.” Brimming with confidence and armed with his degree from Western University, where he took finance and economics, his thought at the time was that he was “going to be CEO of a bank somewhere.” David moved to Halifax and a job at HSBC. Hired into the bank’s development training program, he was most impressed by the training and the processes that were in place, he recalls fondly. “Everything was refined down to a science.”

But then he got a call from his father — another Elliott man who initially had no plan to leave his job with an architecture firm in Toronto to join the brokerage, which he purchased in 1978. Fast forward more than 30 years, father called son “looking to iron out his succession plans. He was planning to sell unless I had an interest,” David says. His father suggested David consider things; just look at the books and the numbers. “While I was sitting down with the financial statements, that’s when I actually realized, ‘I went to school for business. This is running a business. I should at least give it a try,’” David recalls. He decided to try for a few years. If not for him, he would just leave. He never did. “It’s been one of the best decisions I’ve ever made,” says the now fourthgeneration broker for the family business. That satisfaction is in no small part

the result of a mix of business, customer relationships and the feeling of being part of something bigger. “You look at insurance and you assume it’s an industry that’s perhaps a little bit boring. It appears to be extremely conservative,” David says. One soon realizes there are many intricate parts. A broker designs policies for clients, discusses options and helps them understand how things work. At the start, it feels like being a teacher or a consultant, he suggests. As things progress — as a client goes from buying a home to having children and other changes — “you get to develop a bond with your clients. For anyone’s who’s a people-person, that’s a great feeling.” Beyond being a great feeling, working as a broker offers quite an education. David wanted to respond in kind, saying that he cannot say enough about the value of the Canadian Accredited

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banking on the future David’s original plan was to be the CEO of a bank. That did not come to be, but that may have been his best business decision ever, he says. interesting intricacies To the outsider, the insurance industry may look quite conservative, even boring. But its many intricate parts offer plenty of interest and challenge, David suggests. education key David regards CAIB as a key educational tool, one that helped him to speak the same language as those within an office of extremely knowledgeable people. Part of a whole It is not about being a small brokerage in a small town. It is about operating in a really big economy, David suggests. retention attention Over the last few years, the brokerage has been focusing on retaining existing customers. That has proved successful, with the business seeing retention rates of about 98% in 2011 and 2012.

Insurance Brokers (CAIB) program. He describes himself as completely green when he came to the brokerage, a brokerage staffed by extremely knowledgeable people. “It at least gives you the knowledge base that you’re speaking the same language,” David says of CAIB. His education continued with the completion of a Queen’s University MBA. “They assign you a team of highly motivated individuals from different industries, which to me, was probably the biggest learning,” he relays. “When you come back to your brokerage, instead of thinking, ‘Okay, we’re a small brokerage in a small town.’ You realize, ‘No, we’re actually operating in a really big economy.’ We have to start looking at how everybody does things and take learnings from all industries if we are to succeed.” Some people believe the small broker is on the way out. David would disagree. “I think the exact opposite because a smaller broker can be much more nimble, can change much easier, and we can basically customize the experience for anyone,” he says. Should someone choose to call, e-mail, text or walk through the front door and sit down for a small-town experience, they can be served. That availability is key for customers new to the brokerage, those (oftentimes younger) who want to research everything online before talking to a broker at the end of the process, or for young families that have moved to the area. Since purchasing the brokerage in 2010, David says the focus has been on retaining existing customers. That has worked out well, with Elliott Insurance Services achieving a 98% retention rate in 2011 and a 97.6% rate in 2012. David expects that is linked to having been in the community for decades, but also to community involvement through charitable donations and serving on local boards. He calls it guerilla marketing: rather than ads all over the radio or splashed on billboards, the brokerage focuses on involvement at the local level. This is key for his area. “I find people prefer to deal local. I also like to think that this community takes pride in its longstanding local businesses.” The next step in a few years time will be to consider more growth strategies. “It is amazing what’s happening in our industry. I think there’s a ton of opportunity for somebody who thinks outside the box.” November 2013 / The Ontario Broker

PR STRATEGIES

Huw Williams President Impact Public Affairs

Shadow PR: Tips for the Brokerage Owner Brokers may be doing PR without even knowing it. Increasingly, leading corporations with sophisticated communications plans are seeing the value of PR as a complement to their advertising efforts.

Not only is public relations a lot less costly than advertising, but it is also more credible. Study after study has shown that the public judges what they read and hear in the news to be much more believable than the messaging stemming from advertisements. Make no mistake; advertising should continue to play an important, if not dominant, role in the marketing mix of your brokerage. But what many businesses fail to capitalize on is the public relations work that they are already doing. LEVERAGE COMMUNITY INITIATIVES As a brokerage owner, there are a handful of elements that differentiate you from the competition of alternative insurance channels: you are independent, you provide choice, and you are deeply involved in your respective communities. So, what can a brokerage owner do as a small business to further your public relations efforts?

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The good news is that by taking part in constructive community initiatives, you already are engaging in public relations! The next step is to now leverage these activities in your favour. Brokerage owners can do this by inviting local media to your next community event, or by writing a press release about your charitable initiatives and sending it to a target list of journalists in your area. Do not make the mistake of being humble when it comes to your community outreach — this positive work should never go unnoticed. Your brokerage has access to professional public relations services through its relationship with IBAO. We can help you with the basic steps required to increase your brand awareness. Although there are no guarantees media outlets will pick up your story, brokerage owners will discover that efforts are well worth it when they do. Your brokerage could benefit from free promotion courtesy of a local radio station, television station or newspaper which, in turn, will help further position you as an involved community member. earn your media You will be happy to know these media mentions, called “earned media” in PR terms, are most times worth thousands of dollars in equivalent advertising buy! As the competition in the insurance world becomes more aggressive, it is time to ramp up your public relations efforts to promote your strengths. So do not be shy — give members of the public reasons to believe why they should do business with you. To get assistance with your local event, contact Emily Reid, IBAO’s public relations associate, at Emily@impactcanada.com.

As the competition in the insurance world becomes more aggressive, it is time to ramp up public relations efforts to promote your strengths.

The Ontario Broker / November 2013

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Left to right: Beth Pearson, Patricia (Trish) Krawec and Roberta Giffin.

93rd Annual Convention and

Awards of Excellence Left to right: Una Roy, the Bipper and Jeff Roy enjoy the IBAO Booth’s “What’s Your Vision” theme.

Left to right: Claudette Hutchinson, Nadia Sartor, Stuart Knight, Ashley Hunking and Christine Sbrocchi at the IBAO Booth.

Left to right: Dan Cook, Jeff Jones and Ryan Purssell.

Left to right: Jean-Francois Blais, Randy Carroll, Chris Floyd, Evan Solomon, Michael Brattman, Brigid Murphy, Maurice Tulloch, Karen Gavan, Doug Heaman, Debbie Thompson, Traci Boland, Alister Campbell and Rick Orr at the CEO Panel. 12

The Ontario Broker / November 2013

Left to right: Debbie Thompson greets the Honourable Kathleen Wynne, Premier of Ontario.

Left to right: Scott Sleightholm, Young Broker of the Year Award Winner, and Debbie Thompson.

Left to right: Debbie Thompson with Linda Papadopoulos, recognized as Broker of the Year. Left to right: Debbie Thompson, Jason Famme, Amanda May and Keith Miller.

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Jacquelyn Schulz Director Territory 7

True Passion, Real Returns As my first year as Territory 7 director comes to an end, I can honestly say I have witnessed the true passion of board members to ensure all member issues and concerns were heard and answered, with broker relevance always kept top of mind. Part of IBAO’s mission — to collaborate with industry stakeholders and government to build and maintain a sustainable business environment that allows all member brokerages to survive — has again been proven in 2013. The year began on a political note for our industry; as always, IBAO was there to represent the interests of all territory members to the government. The board’s

ongoing, proactive and respected voice on governmental issues that affect our industry is the reason broker members can be certain our clients — consumers and brokerages — are protected. Politically, Territory 7 had some early year activity with the newly elected New Democrat MPP Catherine Fife, who was very quick to speak to her “5” top issues: average 15% auto reduction; 5-day wait time for home care guarantee; closure of corporate tax loopholes; measures to tackle youth unemployment; and ensuring that those on disability and welfare have access to employment. This year, I had the opportunity to get to know the three affiliates in Territory 7 — and gained a broader perspective on the issues concerning each. I admire their commitment and passion as they work diligently to keep these affiliates relevant. The Insurance Brokers Association of Waterloo Region, Guelph and Brant (IBAWR) had a very active year promoting and providing many education sessions to their members. As well, IBAWR held “meet the underwriter” nights, organized creative charity and fundraising events in local communities, and made sure that BIPPER was a symbol of our industries compassion, by providing BIPPER blankets for needy causes. Several local charities benefited from

the hard work, dedication and generous support of these affiliates, their boards and their members. Thank you to all affiliate board members for their ongoing passion, hard work and commitment over this past year to get other broker members interested and engaged. Thank you also to all brokers who supported these associations. Without people like you who give your time — and, of course, your employers who support your efforts — these associations would be unable to thrive, thereby missing the collaborative piece that will keep our industry relevant. Congratulations are extended to the IBAWR affiliate, again nominated for Affiliate of the Year. Thank you also to my fellow board of directors and executive team who have been instrumental in making my first year on the board a very rewarding professional and personal experience. Our executives go above and beyond every day to ensure all board and broker members are kept up-to-date on both current and future issues — all while making sure that voices of brokers are heard. We all look forward to an exciting 2014. It will be more important than ever for all partners to work together as we “Get Ready For Tomorrow Today,” the theme of 2014 IBAO President, Chris Floyd.

“Get all the riGht connections!”

2014 Ontario Insurance Directory

This outstanding directory is your personal address and telephone book dedicated solely to the Ontario Insurance Industry… find the company contacts you need immediately! Used on a daily basis by all segments of the Industry — the O.I.D. is the Undisputed Source for Insurance professionals to make contact with companies quickly and easily.

The coil bound O.I.D. contains: • 400+ pages of information • 2,200+ company listings • 130+ advertisers • 12 key industry sections: • Insurance Companies / Wholesalers • Brokers • Independent Adjusters • Appraisers

• Rehabilitation Services • Restoration Services • Lawyers / Dispute Resolution • Engineers / Accountants

• Bodyshops / Collision Repair • Automotive Recyclers • Insurance Industry Associations • Industry Suppliers Guide

Call now to order

2014 Ontario Insurance Directory: $59.00 each (plus $5.00 Shipping & Handling plus applicable taxes)

The Ontario Broker / November 2013

1-800-668-2374

Or order online @ www.bit.ly/oidorder

Completely Updated for 2014– over 10,000 changes!

Aviva and the Aviva logo are trademarks used under license by the licensor. *Terms and conditions apply. Refer to program literature for details †Terms and conditions apply. Visit www.avivacanada.com/claimsguarantee for more information

Territory Update

What matters to you, matters to us. Whether it’s a fender-bender or a major catastrophe, you can count on us to provide excellent claims service to you and your customers. We’re there for both the little things and big things with: ü ü ü ü ü

Dedicated Regional Claims Relationship Managers 24/7 reliable, efficient service through 1,200 claims staff The convenience of a single claims contact throughout the entire process Access to Aviva’s Premiere network of preferred auto repair shops, contractors and restoration experts who guarantee to do the job right!* Aviva’s Claims Service Satisfaction Guarantee†

With a 93% claims satisfaction rating, you can be confident recommending Aviva to your customers. View our response to the Alberta floods and share it with your customers at

www.avivacanada.com/albertaflood

Watch our response to the Alberta floods

IBAO School of Insurance EDUCATION FOR BROKERS BY BROKERS

Thank You to our Facilitators! IBAO School of Insurance would like to offer recognition to those who bring our courses to life.

CAIB Group Discussion Facilitators Carol Andruszko, CAIB Mark Campbell, CAIB Susan Cotter, CAIB Crispin Daniels, CAIB, CPIB, CCIB Peter DaSilva, CAIB, CIP, FCIP Jenny Desroches, CAIB Ann DiBello, CAIB Tanya Diehl, CRM, CAIB, CIP Wendy Kindiak, CAIB, CIP

Mario Laraia, CAIB, CPIB Ann McDermott, CAIB Michael McQuaid, CAIB Z. Linda Papadopoulos, AIIC, CAIB, CCIB Greg Purkis, CAIB, CPIB Susan Rhodes, CAIB, CIP Christiana Unruh, CAIB Kelly Waddell, CAIB

Wendy Watson, AIIC, CAIB Miriam Weerasooriya, BBA, CRM, FCIP Jenifer Willard, CIP Ann Williamson, CAIB

Facilitators Lyall Bell, CIP Monica Cain, CIP Michael Carberry, BA, CAIB Mahfuz Chowdhury Christopher Coniglio, BA, CAIB, CIP Lilian Croucher Hugh Fardy Derek Faulconer, BA, CAN, CAIB

Check our website for 2014 education courses and programs ibao.org/eventscalendar

Alex Gallacher, MBA, CHRP, SHRP, ICD.D Paul Green, BA, FCIP Darrell Keezer Linda Kern, CSP Owen Kurin Lisa Leitch, CSP Keith Miller, CIP, CRM Jo Anne Mitchell, CIP

CAIB Immersion Facilitator Chris Coniglio, BA, CAIB, CIP

Bill Morris, BA Gary Phelps Ross Robertson, CAIB Beverly Russell Donna Weaver, DIPL (Hons.) CIP, CRM Glenn White, CAIB, CSP, AIPC Bryan Yetman, CIP, CRM

CAIB/CPIB Semester Student Advisors Jeff Skelton, AIIC, CAIB Mark Campbell, CAIB

Sponsors AVIVA Canada The Dominion Economical Insurance Unica Insurance Inc. QUESTIONS? Contact the Education Department at 416.488.7422 or 1.800.268.8845.