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MATTHEW CARR STRIVES TO REPLICATE OTTAWA’S SMALL-TOWN, WELCOMING FEEL
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PRESIDENT’S MESSAGE TERRITORY UPDATE CONVENTION UPDATE YBC UPDATE CEO ROUND TABLE INDUSTRY UPDATE LEARNING LOUNGE MEMBER SERVICES UPDATE TECHNOLOGY UPDATE RIBO CANDIDATES CONVENTION WELCOME IBAO YBC CONFERENCE COMMUNITY VIEW
04 06 08 10 12 14 16 20 22 24 26 28, 30 32, 34
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The official publication of the Insurance Brokers Association of Ontario (IBAO)
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Leverage greater than that of the sum of its partners.
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As professional insurance brokers, we count ourselves fortunate to have the best Canadian insurance companies working with us, helping us magnify our presence in Canada’s communities, reinforcing our leverage in the country’s markets, and standing with us as we champion the interests of the insurance consumer. For this, the 35,000 brokers represented by the Insurance Brokers Association of Canada thank you. Proud Supporter of Brokers Displaying this Symbol
2014 IBAC Full Partners
Participants Lloyd’s Underwriters, Pafco
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PRESIDENT’S MESSAGE The Official Publication of the Insurance Brokers Association of Ontario (IBAO) Published by
Editor Angela Stelmakowich astelmakowich@canadianunderwriter.ca
Prepare Today for Success Tomorrow
416-510-6793 Senior Publisher Steve Wilson steve@canadianunderwriter.ca
416-510-6800 Associate Publisher Paul Aquino
Interactions must be convenient
paul@canadianunderwriter.ca
Account Manager Michael Wells mike@canadianunderwriter.ca
Account Manager Elliot Ford eford@canadianunderwriter.ca
Art Direction Stephen Ferrie 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. 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
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ever-complicated business. So as I near the end of my term as president, the job remains the same as it did 12 months ago: It is the duty of IBAO to make sure that all brokers are aware and ready to adopt the tools they need today in order to be successful for tomorrow.
Chris Floyd President IBAO
When I took the stage at Convention last year and talked about my theme, “Get Ready for Tomorrow Today,” I wasn’t sure how the year was going to unfold. Sure, we knew auto insurance was very politically charged, the prospect of having an election was high and the unpredictable weather would, no doubt, remain unpredictable. What I didn’t know, however, was that as I travelled across this great province, I would meet and talk to so many brokers who are showing their resiliency and dedication during these challenging times. They are truly working to do the right thing for their 1customers. 11-05-18 12:10 PM What was also apparent is that, as an association, IBAO must continue to live up to its mission of being the leader driving collaboration in this
Regardless of the pace of technology, social media and consumer demands, customers still want to have a relationship. Although that relationship may not be as traditional as it once was, consumers continue to want to trust who they are buying products and services from. The difference is that they simply want the interaction and relationship to be convenient for them. Brokers have to provide service how and when our customers want. We know that consumers want speed, extended service hours, flexibility in how they receive service and the truth about our products and rates. We need to offer more services online and outside of normal working hours. We need to be more adaptable and flexible around the Internet, online chatting and customer self-service. We also need to be ready for technologies and advancements like telematics. Vince Lombardi once said, “The only place success comes before work is in the dictionary.” Brokers have a great deal of work ahead of us. The work that has
taken place over the last 12 months to deliver a broker-owned telematics offering to members now looks like three offerings: Ingenie will be delivered for young drivers aged 16 to 24 who are principal drivers; telematics will be brought into commercial fleets like taxi cabs; and there will be the delivery of the original offering of a telematics solution for brokers through Independent Broker Resources Inc. (IBRI) and Quindell. The speed at which these offerings have developed this year serves as proof of the pace of change within our industry. It reminds us that we need to remain nimble, flexible and willing to get out of our own way — ensuring that we don’t overcomplicate things. But it should also serve as a reminder that at the end of the day, we have to be there for our customers when they need us and be ready to provide them with the relevant products and services they want. It is easy to see that if we do not deliver these things to our customers, someone else will.
Past to future Here we are at the 94th Convention of the Insurance Brokers Association of Ontario. I wondered what the conversation would have been like heading into the 50th or the 75th Convention. Well, I was able to find the theme of the 79th Convention in 1999: “Competing in a New World.” At that Convention,
04 October 2014 / THE ONTARIO BROKER
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there was no CEO panel; rather, there was a panel to identify and debate global trends in property and casualty insurance distribution likely to impact the Canadian market. The view seemed to be that the “traditional and accepted business approach of the past will soon become just that: the past.” Attendees talked about advancements made over recent years in consumer and business communication technology, coupled with increasing consumer sophistication. They also talked about the entrance into the Canadian marketplace of non-traditional players and the need to lower the cost of distribution while maintaining — and even adding to — the brokers’ “value-added” role. An article in Canadian Underwriter at the time noted the following: They cited the need to strengthen relationships for traditional insurers and brokers to remain competitive in this environment. To do so, they
will have to develop closer working relationships. This means increased attention to cost efficiencies and development/use of new technologies. “There is a belief out there that customer relationships can be built in new ways that we currently haven’t even heard of... We have to reduce the cost of traditional insurance, and bring [insurers] providers closer to the customer.”
Ongoing conversation It is ironic that the discussion of some 15 years ago remains the discussion today. We have seen more players come into the market; we have seen the advancement of technology and social media. What we haven’t really seen is these things moving forward in ways that are simple and easy for the insurer and broker to integrate into their offices. We are still left to manage workflows and processes that differ from insurer to insurer. It seems at times that we
CEO’s Schedule:
President’s Schedule:
November 1-3 Executive Dinner
November 12 Executive to Executive Meeting — GCNA
November 13 Executive Meeting — Travelers November 13 Executive Meeting — Pembridge November 17 FSCO Symposium
November 13 TIC Black Tie Dinner November 17 FSCO Symposium — Panelist
November 17 OLIP Queen’s Park Reception
November 19 Conestoga Chapter Insurance Institute — Speakers Luncheon
November 18-20 RCCAQ Convention
November 25-26 IBAC Board Orientation
are at the will of our broker management system (BMS) providers who make developments and introduce changes that seemingly make their lives easier — but not necessarily the lives of brokers, and certainly not the lives of our customers. The discussion continues today as it did 15 years ago: How can we get ready for tomorrow today in a collaborative manner that involves insurers and all stakeholders having a vision for delivering products and services for the consumer in the fashion that the consumer wants, not in
the fashion that suits them? This objective might not be realistic in our world burdened by regulation, unprofitability and insurers seemingly looking at self-preservation. In 2015, IBAO will be led by its new president, Michael Brattman, an extremely capable person who understands our business and its challenges. I know he will carry forward with the work started over the past number of years. Enjoy the 2014 IBAO Convention and let’s work together to “Get Ready for Tomorrow Today.”
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October 2014 / THE ONTARIO BROKER 05
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TERRITORY UPDATE Wendy DaSilva Director Territory 10 IBAO
Seeking Shelter in a Perfect Storm 2014 has proved to be a challenge for brokers across the province. Brokers are faced with a perfect storm at the same time they are dealing with three competing demands or stresses. The mandated auto rate decreases, of course, result in a decreased revenue base. At the same time, our customers have become more and more knowledgeable and demanding, requiring that we provide them with the tools and services they desire, and last, our insurance company partners are also putting pressure on brokers’ time by requesting updated information on entire portfolios of business. Brokers need to find ways to do more, respond faster and communicate with our customers more often (and in a variety of ways) while at the same time facing a lower revenue base.
This is not the first time that brokers have faced such challenges and probably won’t be the last. As always, we will find a way to survive and prosper through these challenging times. IBAO in conjunction with IBRI is making great strides with the broker-owned telematics solution and should be in a position to launch the product later this year. The Ingenie offering will be a tremendous addition to a broker’s suite of products and provide us with a rate that will allow us to target a younger audience. During 2014, Nick Homiak assumed the role of president for the Insurance Brokers of Toronto Region (IBTR). We are looking forward to Nick’s leadership over the coming years and our thanks goes out to Greg Robertson for all of his contributions over the years. Once again this year, IBTR has had a focus on community involvement and charitable work. The IBTR Board of Directors built a playground set for Million Dollar Smiles and purchased jerseys for five local soccer teams. IBTR will be supporting the Vaughan Food Bank this fall, and throughout the holiday season will work with both Habitat for Humanity Gingerbread Making Day and Ronald McDonald House — Support a Family. IBTR has also hosted several events
for members in 2014, including Friendship Night in May, the annual golf tournament in June and new this year, an evening of bowling in August. And coming up this December, IBTR members will be entertained with a Tribute to the Beatles. In addition, luncheons have been held at Le Parc, with respected industry leaders such as Greg Somerville, a Tech Talk with Bryan Yetman, Paul Taylor, Doug Purchase and Catherine Smola, and an E&O education with Hugh Fardy. Paul Cutbush is scheduled to speak in November.
Suds and summer YBC led by Alex Guthrie has had a busy 2014, hosting an End of Summer Pub Night on September 9. Brokers gathered for a night of catching up with old friends and meeting new ones. A YBC sponsor, local restoration company ServPro, who attended the event reported being very impressed by the knowledge and passion of our young brokers. YBC will be having a candy bar at IBAO Convention in Ottawa this year and invites all brokers to drop by, say hello and get their sugar fix. And not least, a big thank-you to Alex who finishes his three-year term as YBC team leader at the end of 2014.
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06 October 2014 / THE ONTARIO BROKER
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CONVENTION UPDATE Brett Boadway Director of Broker Relations and Communications IBAO
IBAO Launches New Look at Convention! It’s not a rebrand; it’s a new look. Your ninety-five-year-old association’s new identity signals its focus on member engagement, forward thinking and renewed energy — today and in the future.
Why do we need a new look? It’s time to express who we really are. We needed more energy! More life! More modern-day relevance! We wanted the way we look to complement our current mission and values — a focus on innovation and leadership. This is who we are — bright, bold and innovative.
What’s changed? Keep your eye out for the following: • bright colours that complement the traditional magenta and navy — teal, bright green, orange and pink; • consistent uses of photography and images of you — our members and industry colleagues; • a focus on making bold statements, presented with an eye for design in BIG GRAPHIC TEXT; • all subbrands of IBAO now look like they belong to the same family — IBAO Education, IBAO Young Brokers Council, IBAO Convention; and • the word “join” will be weaved throughout all of our communications and messages. This word transcends all of the reasons to engage with the IBAO. Join the industry. Join the conversation. Join the association. Join the event.
AM
...Yet the logo remains the same IBAO is proud to represent the Bipper symbol, a symbol we share with all of the brokers across Canada. This is a permanent fixture in our identity. In addition, the IBAO navy logo is associated with meaning to many valuable partners, including politicians. So while the logos remain the same, generous aesthetic lift is brought to the presentation output of all of our communications when the design elements that surround the symbol are updated.
The big reveal IBAO is pleased to use this year’s IBAO Convention in Ottawa as the stage of our revived visual identity. Watch for fresh materials coming your way in 2015!
08 October 2014 / THE ONTARIO BROKER
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YBC UPDATE Danny Marceau Team Leader Territory 7 YBC
Change… for the Better This past July 22, the biggest change in my life occurred — I became a dad! Now no one has to tell me how your life is forever changed when you become a parent: goodbye social life and hello sleepless nights. But like any change, clearly it’s not all doom and gloom. As a “glass-half-full” kind of guy, I embrace change! If you open your mind to change, you will see the many benefits that come along with it. Just consider the following:
Improvements Let’s be real. We all have things that we would like to improve — processes within our office, technology, workflows, availability… But we can’t improve unless we are willing to change something. Think about it: If you keep doing the
Are networking events outside of your comfort zone? Well, get comfortable! These events are great opportunities to meet like-minded brokers and make great connections. same thing you have always done, it’s safe to say the results will be the same. You need to change things up, do something different. How about going paperless! By doing so, you can improve the accessibility of the document by being able to retrieve it straight away, share and send to anyone who needs it. E-docs can be easily encrypted and password-protected, thereby helping to improve the security measures surrounding confidential information.
Flexibility In our industry, change is inevitable. There is so much changing, in fact, it can sometimes be hard to keep up. IBAO does a great job of communicating those changes to us via its website, Twitter and newsletter. Because change is something that is simply part of our industry, I would have to say that we, as brokers, can easily adapt to new situations. If something changes unexpectedly, we don’t freak out. We simply go with the flow and adapt.
Opportunities When you are on your usual path, zig instead of zag! You never know what each change may bring. Have you ever attended a local YBC event in your area? Are networking events outside of your comfort zone? Well, get uncomfortable! These events are great opportunities to meet like-minded brokers and make great connections. By pushing yourself to step out of your comfort zone, it will help increase your confidence, make you more visible and help you build your professional reputation. I leave you with this quote by Neal Donald Walsch that I have posted at my desk: “Life begins at the end of your comfort zone.” I believe that sentiment to be wholly true. While change can be scary, it takes so much more energy and effort to resist change than it does to accept it. So what are you waiting for? Embrace new technology, put yourself out there and get noticed!
Your Insurance News Source .ca Sign-Up at http://bit.ly/cuenews to receive Canadian Underwriter’s free DAILY e-Newsletter each morning – containing all of the latest industry news, press releases, blogs, events, careers and more.
10 October 2014 / THE ONTARIO BROKER
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CEO ROUND TABLE Meet the Panelists! Each year, IBAO invites a number of insurance company CEOs to participate in a panel discussion. This event has become one of the most popular features of the IBAO Convention. Scheduled for Thursday, October 23 and running from 1:30 p.m. to 5:00 p.m., this is one event Convention attendees won’t want to miss. While we gather for the CEO Panel to hear their views on insurance, the future of the industry and the companies they represent, we thought it might be interesting to get to know the personal side of our panelists. IBAO asked participating CEOs some fun questions about themselves, hoping that you’d learn something new about our friends and industry leaders before they take the stage.
Favourite vacation destination? BM: Ireland
Brigid Murphy President & CEO Travelers Canada
» Brigid Murphy Where were you born? BM: Wexford, Ireland If you had to choose your last meal on earth, what would it be? BM: Fish and chips from Saltee’s chipper in Kilmore Quay Zodiac sign? BM: Pisces In one word, how would you describe your time in the insurance industry? BM: Rewarding If you weren’t working in the insurance industry, what industry or job would you choose? BM: I can’t think of a better business to be in than insurance. I joined “by accident” like most people, and have never looked back. I can’t imagine doing anything else, but if not insurance, I’d likely have ended up in a farmingrelated job. I grew up on a farm and there are lots of interesting jobs in that sector that I’d enjoy.
Without mentioning any names, would you like to share (a brief) memorable moment that you experienced with a broker? BM: Since 1999, I’ve been involved with The George Hull Centre, a children’s mental health centre in Toronto that does amazing work with children and their families. Following a conversation with a broker about the good work the centre does — and my admiration for the staff and the difference they make in kids’ lives — I received a letter with a meaningful cheque enclosed. It was an incredibly generous gesture and one of the many instances where I’ve been struck by the spirit and character of the people in our industry. Do you have a hidden talent, and if so, what is it? BM: Great upper body strength — I’ve never lost a kayak or canoe race! What’s your dream car? BM: My brother had an e-type in the 60s that I coveted and I still think that it was the most beautiful car ever made. I’m much more sensible these days. I like the Land Rover LR2 because it’s fairly safe and can carry my favourite way to get around — my kayak, a Swift Kevlar dream machine.
Karen Gavan President & CEO Economical Insurance
» Karen Gavan Where were you born? KG: Port Arthur, Ontario (now known as Thunder Bay) If you had to choose your last meal on earth, what would it be? KG: Beef tenderloin, roasted potatoes and grilled vegetables, with a glass of full-bodied wine Zodiac sign? KG: Scorpio In one word, how would you describe your time in the insurance industry? KG: Fulfilling If you weren’t working in the insurance industry, what industry or job would you choose? KG: Probably banking or investments Favourite vacation destination? KG: Cabo San Lucas, Mexico (may they be safe while they rebuild after Hurricane Olide) What’s your dream car? KG: Mercedes SL 500 Roadster
12 October 2014 / THE ONTARIO BROKER
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Bob Tisdale President & COO Pembridge Insurance
Greg Somerville CEO AVIVA
Jean-Francois Blais President, Intact
» Bob Tisdale
» Greg Somerville
» Jean-Francois Blais
Where were you born? BT: Toronto
Where were you born? GS: St. Thomas, Ontario
Where were you born? JB: Quebec City
If you had to choose your last meal on earth, what would it be? BT: Lamb vindaloo
If you had to choose your last meal on earth, what would it be? GS: Italian food
If you had to choose your last meal on earth, what would it be? JB: Lobster and champagne, foie gras and sauternes
Zodiac sign? BT: Aquarius
Zodiac sign? GS: Scorpio
In one word, how would you describe your time in the insurance industry? BT: Fascinating
In one word, how would you describe your time in the insurance industry? GS: Energizing
If you weren’t working in the insurance industry, what industry or job would you choose? BT: Public speaking. Doing presentations on socio-economics and future trends
If you weren’t working in the insurance industry, what industry or job would you choose? GS: Airline pilot
Favourite vacation destination? BT: I love traveling in all parts of Canada. Outside of Canada — New Zealand Without mentioning any names, would you like to share (a brief) memorable moment that you experienced with a broker? BT: All of our top-tier conferences have been amazing. Really enjoyed lounging on the beach in Hawaii with one of our brokers and our wives. Do you have a hidden talent, and if so, what is it? BT: No hidden talents per se, but I am very adept in construction and mechanics. I am good at fixing things. Dream car? BT: 1955 Chevy
Zodiac sign? JB: Capricorn
Favourite vacation destination? GS: Anywhere I can play golf Without mentioning any names, would you like to share (a brief) memorable moment that you experienced with a broker? GS: I am always impressed by the entrepreneurial spirit of brokers Do you have a hidden talent, and if so, what is it? GS: Dancing at children’s recitals across Canada Dream car? GS: Porsche
In one word, how would you describe your time in the insurance industry? JB: Unpredictable If you weren’t working in the insurance industry, what industry or job would you choose? JB: Teacher Favourite vacation destination? JB: Italy Without mentioning any names, would you like to share (a brief) memorable moment that you experienced with a broker? JB: An afternoon on a sailboat Do you have a hidden talent, and if so, what is it? JB: Honesty Dream car? JB: Catastrophe-resistant car
It was an incredibly generous gesture and one of the many instances where I’ve been struck by the spirit and character of the people in our industry.
October 2014 / THE ONTARIO BROKER
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INDUSTRY UPDATE Randy Carroll CEO IBAO
Telematics: Presentation of Offerings, Availability and Workflow To Be Showcased At Convention At the 2013 Annual IBAO conference last year in Toronto, IBAO proudly announced its entrance into the telematics space. Our objective was clear: “To implement an economically sustainable telematics solution, in conjunction with business partners, that will support the independent broker distribution channel and strengthen and maintain the consumer broker relationship.” We formed a base of principles. They were as follows: 1. consumers must have access to their own data;
2. the
consumer value proposition has to be more than just an insurance play; 3. consumers must be able to move data history between insurance companies if they choose to; and 4. insurance companies only get the data pertinent to the insurance transaction. Today, we are proud to announce that the IBAO infrastructure is now built and is an open-market solution available to all.
A re-cap: Who is involved? • IBAO — Our job is to drive collaboration so that solutions are developed for the betterment of the industry (we also want to ensure the broker distribution channel prevails). • IBRI — IBRI stands for Independent Broker Resources Inc., which is owned by IBAO. IBRI is a “for-profit” company that develops products for brokers and works with vendors to build these products. • Quindell — This is the telematics vendor that is working with IBAO and IBRI. They supply the hardware (the box), develop the technology and facilitate the operations. • Ingenie — This is a broker that only sells a niche telematics market targeting the auto insurance business of 16- to 24-year-olds. After great success in the U.K., Ingenie has now entered the Canadian market and will be using Quindell technology.
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• Insurance companies — You know them! We will be announcing and demonstrating the specifics in the multi-product suite at this year’s annual Convention in Ottawa. We have come a long way in a very short period of time. Insurers are on board as underwriters, consumer and insurer interfaces are in place, network connections have been secured, hardware has been sourced and logistics are close to being finalized. Our challenge in the coming months is to make the solution widely available, and secure interested brokers.
What are the three offers to IBAO members? 1. Ingenie; 2. telematics
for brokers commercial lines clients; and 3. the very broad, very flexible IBRI Solution. Since the 2013 announcement, both IBAO and Quindell have been engaged with carriers and brokers in several provinces as well as in the U.S., and the model has been met with strong intrigue. In fact, other provincial and U.S. agent associations have adopted similar strategies and are putting programs in place. With imitation being the sincerest form of flattery, IBAO is encouraged that it has chosen the right direction for Ontario brokers. Insurers have also embraced the model. Smaller insurers see it as an ideal way to enter the telematics market, which has high barriers to entry in terms of up-front costs and required knowledge. Larger insurance carriers are also jumping on board, viewing IBAO as a key component to their broader distribution goals. IBAO will be a catalyst for these changes, supporting Ontario drivers and insurers — both in personal lines and commercial lines — and supporting the broker community in transforming the industry landscape in the coming years. We look forward to the discussion at the members meeting in Ottawa.
14 October 2014 / THE ONTARIO BROKER
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convention
LEARNING LOUNGE
Put your feet up and enjoy a snappy 15 minute education session. This quick, bite-sized learning style is the perfect place to snuggle into a comfy seat and learn something new. Look for us at booth 102.
FEATURED SESSIONS WhAt’s YOUR CLAssIC CAR WORth? If you don’t know, Hagerty does. They’re here to help you. Learn how to get the most value and best protection for your clients’ classic cars from Hagerty’s years of experience driving and insuring them. Hosted by Hagerty Canada. DAtA PROtECtION IN thE CLOUD…BUt WhICh ONE? Looking for the right cloud solution provider? It is not a complicated process when you know what to look for… what should you look for? Learn the three important considerations. Hosted by Stage2Data.
KNOW WhAt tO DO WhEN MOthER NAtURE AttACKs YOUR BUsINEss Extreme weather can cause businesses to come to a grinding halt. Learn how to protect your business from such unforeseen circumstances. Hosted by Agility Recovery. sIx POINts Of CONNECtING: WhEN REAChING OUt MAttERs It’s important to connect with your clients. Your days are busy. In 6 easy steps, you’ll better understand who your clients are, how to prioritize them, and engage with them in meaningful ways. Hosted by IBAO. hOW tO BECOME A LEAN MEAN GROWING MAChINE! In 15 minutes, learn the 7 deadly wastes that impact your efficiency. It’s time for a new method. It’s time for LEAN Insurance. Hosted by Gradient Solutions.
AVOID RUNNING OUt Of GAs ON thE sUCCEssION hIGhWAY! We all love to drive in the fast lane, but we know that we can’t stay there forever. At some point, we’ll run out of gas! It’s dangerous to cross a three-lane highway in one swoop. It often causes serious collisions. The same goes for transferring ownership of your business. How do you ensure you have options? Hosted by BDO.
... And many more! Check out the IBAOconvention mobile app by downloading “Guidebook” from your app store. Select Download Guides and search for “IBAO Convention 2014” or visit us at booth 102 to view the full agenda.
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Matthew Carr, president of Carr & Company, likes the feel of his home city, Ottawa. The small-town, welcoming approach is something he and brokerage staff have worked hard to preserve. BY ANGELA STELMAKOWICH
SMALL-TOWN FEEL Matthew Carr misses his father’s wit and insight. But there are also times when — as president and chief operating officer of Carr & Company Insurance Brokers Ltd. in Ottawa, the family brokerage his father led for years — that he especially misses his father’s candor. Before succumbing to cancer in early 2013, his father was always ready to offer his views whenever Matthew would turn and say, “Hey, what do you think
about this?” What Matthew wanted, he says, was “for someone to give me the negatives before I could analyze it and say, ‘Okay, this is what we want to do or what we don’t want to do.’” The brokerage had been involved in a merger in 2009, but was back on its own by the start of 2013, shortly before Matthew’s father passed away. It was clearly a time of change — personally and professionally — but it was also a time when a real sense
of support was received from clients, brokers and even competitors. The response was very much in line with the small-town feel and support that Ottawa – despite being a city of almost 900,000 people – offers. It is a “feel” that Matthew strives to replicate at Carr & Company Insurance Brokers. “For a major Canadian city, Ottawa is a very small town,” he says, and “people in Ottawa seem to appreciate and gravitate to the customer service and the family feel that we can provide.” But having a family feel does not mean remaining in the past. Changes continue to be made to help the business not only answer the demands of today, but to position it well should any opportunities unfold in future. There has been plenty of work — to be sure — but Matthew says the changes to date seem to be panning out. Many of these centre on gaining efficiencies, including going paperless, having a single person do all input, using technology and bringing in a few additional producers. “Anything that we’ve done has been specifically designed to be able to better service our clients,” says Matthew. And these efficiencies, he contends, will ultimately help brokers cement their roles as trusted advisors. As staff “adapts to the different processes and the commonalities, and everything is centralized in terms of resources and workflows,” he says they are realizing “it positively influences them in terms of sales, or being able to attend to those clients that may need a little bit more time.”
Looking to grow Beyond efficiency, though, is growth. “It’s important to have the option, and 18 October 2014 / THE ONTARIO BROKER
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to have the contacts to be able to grow. Whether that’s acquisition, merger, whatever it may be, that’s definitely something that’s in the plans,” Matthew reports. Carr & Company Insurance Brokers currently breaks down about 65% to 35%, respectively, on personal and commercial lines. “I don’t know if we’re trying to change that focus, but we’re definitely trying to grow and find new ways and new focuses that allow us to compete,” he says. “I think every good broker should have a sales, a support and a service team.” But whatever path growth takes, maintaining that personal touch will be a must. “Even as we go forward with acquisitions or mergers, it’s very important for us that we’re a family brokerage,” he says. “That was one of the biggest focuses when we went back out on our own,” Matthew says. “We wanted to get the family feel back to our clients.”
Matthew says he basically grew up in insurance. “I was away at school and had an epiphany,” he says, reporting that he actually dropped out of the business program at university — after some comprehensive questioning by his parents — to be part of the insurance business. He did not get his licence straight away, opting instead to take courses and learn the ropes, before completing his CIP in the middle of 2010. Matthew has never looked back. Although running an office can be time-consuming, he ensures that he remains in the thick of things on the client side, serving as the brokerage’s main point of contact for its commercial book of business, VIP clients and bigger accounts. “I actually wanted to be in insurance. I still enjoy the day-to-day aspects. I still want to be able to be part of the insurance portion of things and dealing with the clients and ensuring that there’s a personal touch,” he says. In that vein, Matthew sees some encouraging developments. “Although most clients want it now, want it yesterday, want to be able to do it themselves on their own time, a lot of clients, especially younger genera-
Photograph: Greg Teckles Photography
The clear choice
tions, are coming back to thinking it is a lot better if someone else does it.” As for his own development, Matthew says, at 27, “there are definite opportunities for me to learn from colleagues in the industry and take their knowledge and use it.” The opportunity to exchange information and share experiences will be there as brokers gather in Ottawa, which plays host to IBAO Convention. “Ottawa is a big city with a small-town feel and it’s very welcoming,” Matthew says, offering as it does Parliament
Hill, historical properties, festivals, preparations for Canada’s 150th birthday, new sightlines along Rideau Canal… and plenty of construction. The city “holds so much history. If you’ve never been, people should come and appreciate that this is part of our history as Canadians,” says Matthew. What does he like most about being a broker? “It’s ever-changing. It’s the day-to-day interaction with different people, being able to help them through some of their most challenging moments.” October 2014 / THE ONTARIO BROKER
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MEMBER SERVICES UPDATE Marshall Chen National Account Manager Cotton Candy
Getting to Know IBAO and Member Needs Hey IBAO members. I’m Marshall Chen and I represent Cotton Candy, IBAO’s new official vendor of promotional products. We at Cotton Candy are excited to be at this year’s Convention to launch the new IBAO e-Store. With a terrific selection of Bipper-branded merchandise in stock and guaranteed to ship next day, your new store delivers the ultimate experience in shopping
convenience and accessibility. Located at the IBAO booth — I know. How lucky are we? — we’re offering members a variety of Bipper-branded items that should allow you, as brokers, to better leverage the broker channel’s brand in your communities. Soon you’ll even be able to customize products with your brokerage logo — all via the e-store – ibao-store.ca. Our commitment to learning everything we can about your business, your brand and your promotional objectives is what enables us to find those products that maximize the positive association between client and customer. Great products have a mix of three things: originality, functionality and resonance. For example, consider a portable charger for your mobile phone. It’s original in that it’s a great and innovative idea; it’s functional in that it lets you go further and keep in touch longer; and with so many
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people out there who require more than a single battery charge per day, it’s a product that resonates strongly with its audience. Associate your brand with the considerable appreciation these users have for their chargers, and you begin to see how the right product can make an impact. Over the years, Cotton Candy has forged a reputation for being experienced professionals who go the extra mile to truly understand the promotional objectives of our clients, and for consistently delivering quality product solutions that are on target, on budget and on time. We’re delighted to be your official vendor for promotional products, and to be here at Convention. Enjoy the fantastic schedule of events that the IBAO team has put together for you and, if you have a chance, drop by Booth 104 to see some of the seasonal products that we’re showcasing. Hope to see you there!
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20 October 2014 / THE ONTARIO BROKER
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TECHNOLOGY UPDATE Don Purchase Business Development Manager Stage2Data
Four Questions to Ask Cloud Service Providers It’s better to ask than assume. Being an insurance professional, you know the questions to ask when dealing with companies in your field. When it comes to knowing what to ask your current or potential cloud service provider, however, you might not feel so confident. Today that changes. Here are four
essential questions to ask… and the answers to expect. But first, what makes these four questions so important? The answers will tell you how compliant you are with industry and government regulations, how safe your data is from disaster and, importantly, how vulnerable your data is to the United States government through the Patriot Act. To protect yourself, your cloud service provider should be 100% Canadian owned and operated. 1 Ask your current or potential provider where your data lives. Canada is not only a wonderful place for you and I to live, but it’s also the best place for your data to reside. The data centres that house your data should be secured and located in Canada. Ask if they are compliant with your industry regulations. Look for data centres that are guaranteed to offer such safeguards as
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redundancy in air conditioning, power grids, power generators and Internet conductivity. Know the data centre’s “tier level,” keeping in mind that there are four levels — with level 4 having the highest level of uptime. 2 Is your cloud service provider Canadian? If not, your data is vulnerable to the U.S. Patriot Act. Simply put, American companies are bound to give the U.S. government access to data, even if they are holding it in a Canadian data centre, according to this act. To protect yourself, your cloud service provider should be 100% Canadian owned and operated. For more information, visit http://www. theguardian.com/technology/2014/ apr/29/us-court-microsoft-personaldata-emails-irish-server 3 How long does your data live in the data centre? This question is about retentions. You want to know how long the company you are partnering with will keep your data. To be considered compliant with industry and governmental regulations, most professional services companies keep a minimum of seven years. If you find out your data is kept for less than seven years, heed the warning bells. 4 What happens if I lose my data and how long before I’m up and running? This question gives you a solid idea of what you can expect in terms of recovery times in an event that you lose your data in a fire/theft/error situation. A good answer to this question includes a 24-hour service level agreement (SLA). You also want to see North American, 24/7/365 support so that you’ll have help when needed. If you have a cloud service provider, pick up the phone and ask these questions today. If you are looking at potential providers, be sure to ask them during your first meeting. The reward? You’ll know exactly how compliant you are and how secure and safe your data is. For more information, contact Don at Don.Purchase@Stage2Data.com.
22 October 2014 / THE ONTARIO BROKER
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2014-2015 RIBO ELECTION IBAO would like to introduce you to those seeking a position on the Registered Insurance Brokers of Ontario (RIBO) Council. In alphabetical order, here are your nominees:
Scott Bell
Douglas Brown
Joseph Carnevale
A.P. (Ontario) Insurance Brokers Inc.
Meloche Monnex Financial Services Inc.
Brokers Trust Insurance Group
E Rex Harrison
Jack Lee
George Longo
Mason Insurance Brokers Ltd.
BFL Canada Risk and Insurance Services Inc.
Towerhill Insurance Brokers Inc.
Ryan Stirling
Ashhar Warsi
Glenn Woolfrey
Jones Deslauriers Insurance Management Inc.
HUB International Ontario Limited
Pedestal Insurance Brokers Inc.
As Am kn to th W an Bu
T 4
24 October 2014 / THE ONTARIO BROKER
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CONVENTION WELCOME The Staff at IBAO Welcome You To Convention! IBAO staff were asked to share their favourite part of the big show, or what part they were looking forward to the most. “In addition to exploring our nation’s capital, you can expect an experience that will ignite your creativity and inspire a new way of looking at the industry.” — M ina C icconi
“To me, I call Convention ‘old home week.’ I get to see all the members that I know — quite a few. This is my 45th Convention and I look forward to seeing all the great members.” — B arb N ewdick
“It’s the overall camaraderie, mixing business with pleasure, sharing stories and discussing issues not only prevalent in Ontario, but across Canada. Over the last decade, IBAO has raised the bar at every Convention and succeeded!” — J oanne E banks
“This year, I’m looking forward to hearing the Education Luncheon speaker. I know I will take away something motivating and unique from her message because of her journey.” — C hris Q uashie
“I’ve been in the business for over 40 years. It is amazing how many familiar faces I still see at Convention, even when I only attend for a short amount of time.” — K rish K issoon
“I’m looking forward to seeing some faces that I haven’t seen in years — you know who you are. Being part of Convention from this ‘side,’ I am really excited to see all the hard work “behind the scenes” come to fruition.” — L ola T hake
“Along with our new branding, IBAO has had some botox injected into some strategically placed offerings! Being a former PET supporter, I am excited that Justin Trudeau will be making an appearance… maybe I can get an autograph from him to put with the one I got from his father…” — N adia S artor
“Meeting the people I have helped throughout the year. It’s great to put a ‘face to a name’ and continue to build those important relationships.” — T racey B louin
“This is my first Convention, so I am not quite sure what to expect, but I’m really looking forward to see Justin Trudeau, and Evan Solomon in action at the CEO Panel!” — N astassia M ichael
“Connecting with others on an extreme level where several weeks’ worth of networking and events are crammed into just three days… the energy fostered at Convention is like no other!” — S amantha C hang
“My favourite part is definitely James Cunningham hosting the Awards of Excellence Gala. He’s hilarious. So great having him join us another year!” — N orah B lack
“I am really excited for the Learning Lounge because in 15 minutes, you get to gain information that will make your profession easier in a relaxing, fun, comfortable environment.” — C laudette H utchinson
“Walking through the event spaces and seeing my own personal touches throughout gives me great pride. By the time the Awards Banquet is over, I am usually so exhausted, it can be kind of an emotional experience (in a good way!).” — A shley H unking
“Convention is about meeting industry peers and creating relationships. I talk to so many brokers every day on the phone, it’s always nice to put a face to the name.” — A sima Z ahid
“I enjoy the spectrum of opinions. The questions and comments from brokers and CEOs give great insight into what makes them tick. All speakers light my brain on fire. It’s good stuff.” — B rett B oadway
Having an opportunity to discuss issues of importance is the highlight. With the introduction of a broker-owned telematics solution, this year’s event will be one to remember for years to come. — R andy C arroll
On behalf of all of us, welcome! 26 October 2014 / THE ONTARIO BROKER
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A
IBAO YBC CONFERENCE
In
More than 100 young brokers attended the 10th Annual IBAO Young Brokers Council (YBC) Conference, held June 11-13 in Niagara Falls, Ontario. YBC Exhibitor Night was held on June 12 and provided sponsors and vendors an opportunity to lead a variety of interactive and fun-filled ice-breaker activities. To satisfy the palate, the dinner menu featured “Little Sips & Little Plates,” including both food and Niagara wine-tasting stations.
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See more images on Page 30 28 October 2014 / THE ONTARIO BROKER
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IBAO YBC CONFERENCE ...YBC ice-breaker continued from page 28
30 October 2014 / THE ONTARIO BROKER
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COMMUNITY VIEW VERGE ON GIVING Insurance brokers from the Verge Insurance Group hosted the company’s 5th Annual Fundraising BBQ, raising $3,000 in just three hours for the United Way of St. Catharines. “We are excited to be getting out into the community to once again support such a great cause,” says Verge Insurance Group president Mark Sherk, emphasizing the importance of the charity to the community. Since the beginning of its fundraising initiatives, Verge Insurance Group has raised almost $30,000 for charity with its annual BBQs across all of its branches. Left to right: Rachel and Claire
RODNEY HANCOCK HONOURED Rodney Hancock has been honoured with the first-ever Dale Rempel Award of Excellence, presented by the Insurance Brokers Association of Canada (IBAC) at its Annual General Meeting in Saskatoon, held September 18-20. Hancock, CEO of McFarlan Rowlands Insurance Brokers in London, Ontario, was honoured in the name of Dale Rempel, IBAC’s highly regarded former president who passed away in 2012. The award recognizes excellence in broker education and will be presented to an individual who has made a significant difference in the professional development of insurance brokers. Nominations were received from IBAC member associations and reviewed by an independent panel of judges made up of representatives for IBAC’s Board of Governors, practising brokers and the insurance industry press. For 2014, the inaugural year for the Dale Rempel Award of Excellence, Dale’s family also received an award in his memory. Left to right: Rodney Hancock and Brent Gilbert
BETTER THAN PAR On August 21, Hastings County Insurance Brokers Association proudly hosted four industry leaders at its annual golf tournament at Trillium Woods Golf Course in Corbyville. Randy Carroll, CEO of IBAO; Jean-Francois Blais, president of Intact; Karen Gavan, president and CEO of Economical Insurance; and Heidi Sevcik, president and CEO of Gore Mutual; each had designated holes where they were challenged by participating golfers to “Beat the CEO.” Although the game was rained out after 12 holes — a perfect game according to Arnold Palmer — it failed to dampen spirits for the round of CEO Jeopardy that followed dinner. Jean-Francois Blais claimed the prize, meaning he was exempt from the ALS Ice Bucket Challenge. That evening, Randy Carroll completed the challenge at the golf course and has since been joined by Karen Gavan and Heidi Sevcik, both of whom have provided video evidence that they completed the chilly task! Left to right: John Miller of Intact, Gary Clark of Wawanesa, Randy Carroll of IBAO, Kelly Edwards of Economical Insurance and Tom Raycroft of Raycroft Insurance Brokers Ltd.
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On September 12, Milmine Insurance Brokers held its 5th Annual Fundraising BBQ in support of the Stoney Creek Community Food Bank. The event generated approximately $1,000 to help staff at the food bank deliver vital services in the local community. Left to right: the Milmine Insurance Brokers team and volunteers with the Stoney Creek Community Food Bank
32 October 2014 / THE ONTARIO BROKER
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COMMUNITY VIEW FOSTERING LEARNING The team at Roughley Insurance learned about the backpacks for success program and reached out to contribute. “This program has been spearheaded by McGraw Hill Education, which this year collected 289 backpacks filled with school supplies. With the additional support from our friends at Roughley Insurance and other community partners, we have been able to push the number of backpacks to over 350,” says Mark Schuwera, executive director of Simcoe Hall Settlement House. “Each year the demand is greater,” Schuwera adds. Left to right: Lisa Storey, Mark Schuwera, Pat Savage and Wanda Smith at Simcoe Hall Settlement House
ENCOURAGEMENT AND UNDERSTANDING Bipper blankets were recently donated to Street Help/Unit 7 Homeless Services, an organization run by and for people who are or who have been homeless, providing those in need with an environment of peer fellowship and understanding. Street Help provides outreach street patrol services to the homeless, including distributing sleeping bags, backpacks, socks, winter clothing and information on local services available for the homeless. For its part, Unit 7 provides a drop-in centre with, among many other offerings, computers and the Internet, hot meals, bottomless coffee and snacks, seasonal clothing, hygiene products and a place to safely store personal items, as well as advocacy, referrals to community services and daily food distribution to the homeless. Left to right: Gail Robertson, advertising and promotions manager for Southland Insurance, and Christine Wilson, administrator of Street Help/Unit 7 Homeless Services
PLAYING FOR GOOD The Insurance Brokers Association of Brant County held its Charity Golf Classic on July 22, once again allowing brokers and industry partners to come together for a worthwhile cause, Brant County Charity. Thanks to the support received, the association was able to present a cheque for $15,000 to the Arnold Anderson Sports Fund on September 11. Please join us next year on July 21, 2015! Let to right: Brent Gordon of Arnold Anderson Sports Fund, Nada Askic of Winmar, Jack Ronson of Crawford & Company, Nancy Thompson of Neziol Insurance (now part of Brokerlink) and Gloria Keene of Brant Mutual
MARK YOUR CALENDARS! YBC Conference | Niagara Falls | June 10 – 12, 2015 34 October 2014 / THE ONTARIO BROKER
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OctOber 24th | the WeStIN OttAWA hOteL HOW TO ATTRACT QUALITY PROSPECTS THROUGH YOUR ONLINE PRESENCE Facilitator l Darrell Keezer, Candybox Marketing Understand the components of Digital Marketing and how they work together to generate leads. Get hands-on experience with the tools used by leading insurance brokers to gain new prospects and increase customer retention. Increase traffic on your website and learn tips to generate content and manage your social media presence. ALL CUSTOMERS ARE NOT CREATED EQUAL Facilitator l Bryan Yetman, First Durham Insurance This interactive workshop will help you understand and stay focused on every conversation you have with your customers. Using case studies as the foundation, participants will develop successful strategies that increase the Return On Time Invested (on customers). Learn how to identify and work closely with your ideal client and ultimately build a service model that works. STRATEGIES FOR SUCCESS l A FIRE-SIDE CHAT WITH JOHN SPENCE Facilitator l John Spence, Author & Visionary You heard his keynote address on Thursday, but here’s a chance to pick his brain. How does one of the world’s most esteemed thought leaders perceive your business, your decisions and your life?! John will help you create a plan to experience greater happiness, balance and success in your career, and ultimately create a three-year vision and roadmap for you.
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