Thinking fresh

Family is a common way that new generations of brokers enter the industry. For Lynette Walsh, her introduction was a little earlier than most.

“I’ve been in the industry since I was 11; my father owned a brokerage firm in Ireland and I started working for him in the afternoons, in the summer – for sweets,” she recalls, laughing. “I absolutely loved it and worked there all the way through my University degrees.”

Now the National Client Director – National at Aon, based in Sydney, Lynette remains a passionate advocate for the broking industry. Replacing her Aon colleague Eric Harris on the NIBA Board, Lynette says her focus will be on strategies to address what she terms an “undervalued” industry.

“My father, Pat Britton passed away in September last year and my sister now runs the firm,” Lynette says. “One of the reasons I wanted to join the NIBA Board, apart from wanting to help the industry get greater recognition and continue to improve, is that it would be a lovely legacy for my father, who was equally passionate about broking.”

Lynette sums up the value of broking succinctly. “When we do a good job, we are essential to the continuation of people’s livelihoods – and that is central to the economy as well.”

From Donegal, a rural part of Ireland’s northwest and close to the Northern Ireland border, Lynette says while broking as a profession is more highly valued in Australia there is still a major opportunity to improve the standing of the industry here. With a master’s degree in strategic management and her undergraduate degree in commerce, she’s keen to attract more tertiary-qualified recruits but says education is not the only factor that makes a successful broker.

“More firms here have graduate programs and internships, so we are starting to see a higher number of people join the industry who have pursued that third level of education,” she says. “It was something I thought was important for me before I joined the industry full-time. But, as part of the NIBA Board, I want to make sure we communicate the desirability of the industry – so that people know it is a great career choice whether they’re leaving school or University.

“A massive challenge for us is access to talent; I think we also need to look at how we can make it easier for people to come from overseas and work here. It’s much harder now to get a visa than when I arrived in Australia 12 years ago.”

Lynette believes diverse thoughts are invaluable in creating a successful Board. “Apart from my experience with big multinational brokerages, I bring perspectives from a small, remote brokerage in Ireland,” she says. “That taught me how crucial it is to get our job right. My father physically held fire hoses at houses he was also protecting through insurance. This is firsthand experience of how vital it is to do a good job before a loss and then ensure the right claims management.

“I have also worked with bigger entities in large and complex industries, and now, in my national role, I also have the opportunity to collaborate with teams around the country, including Northern Queensland, for example, where there are big issues with affordability. I think it’s a great combination of experience to share with the NIBA Board.”

Jordyn Gilbert joins the NIBA Board from WA. Like Lynette, her introduction to the industry was early in her childhood through family connection and in 2008, she joined Zenith Insurance Services. Now a Senior Account Manager for Lockton Companies, forming part of the newly established division,

Lockton – Zenith Health & Community Services, she says she was shocked to be asked to nominate for the Board position.

“I never considered myself a suitable candidate and, when I got that phone call, that self-doubt immediately kicked in,” she recalls. “My mindset shifted quite quickly though when I realised I was being approached for a reason – to focus on what I could contribute to NIBA.”

Jordyn, the 2019 WA Young Broker of the Year got involved with the WA Young Professionals Committee initially, which was eventually rolled into the state’s Divisional Committee. Keen to change the public profile of broking, Jordyn says acknowledging the industry alongside other professions such as accountants and lawyers is crucial but also to demonstrate key values that resonate with the next generation of recruits. choose it because they don’t know how fabulous a career it can provide. I’ve not done anything else and haven’t thought for a minute of making a change.”

Steven has had a 25-year association with NIBA, working in various Divisional and Young Professional Committees in Queensland and Victoria. “When I was 18, a family friend was the state manager for a small insurance brokerage, and he had a job available. Four months out of high school I hadn’t decided what I wanted to do but was just focused on being able to get to Australian rules football training. The brokerage’s specialty was sports insurance – that took something I was already interested in and gave it a commercial context. I was able to speak to people in my job, just like the ones I’d grown up with.”

After a couple of years focusing on sports, Steven moved into general insurance. “The same person who got me my first job, Geoff Herbert, taught me I couldn’t protect my client if I couldn’t see into their business. That’s something that has stuck with me my entire career.”

Steven, the 2018 Queensland Broker of the Year, now works remotely in Brisbane from most of the team at Capital Innovation Insurance Group, which is headquartered in Tasmania. “I would say 90% of my clients are in Brisbane but all our support colleagues are in Hobart and Launceston,” he says. “At this juncture of my career, it works well but if I didn’t have the opportunity to walk into my boss’ office and ask questions back then, I would not be the broker I am today.

“That passing on of experience only comes through leading, guiding and mentoring. I’d hate to be starting my career now if I didn’t get the chance to collaborate and I think it’s creating skills gaps that we will end up paying for at some point.”

Having always aspired to be a NIBA Director, Steven says his involvement in various State Committees was predicated on getting the right people involved, to ensure the best possible representation of the industry.

“I’m proud to say I’m a broker; I’m passionate about what I do, and I very much value my clients. I believe that our industry is going through a transition period where experienced professionals are moving on and retiring. We need to ensure that their knowledge and skills are shared with the next generation of our ever-evolving workforce.

“Recently in WA, the Divisional Committee has collaborated with St Georges College to hold an intimate dinner event where insurance professionals are invited to attend and share their experience of working in our industry. This has been extremely successful, with a number of attendees opting to join the industry in various positions post graduation. The event opened their eyes to how good a career in insurance can be and that a big range of skills are transferable and valuable”.

Another board addition is Queensland’s Steven Hill, who joined the industry in 1998. While he says the industry was different then, the profession faces the same challenges. “Far too few people

“I’m a working broker, so I think that will give some valuable insights for the Board. I also wanted to ensure that Queensland members have a voice at the table. We need to keep the conversation alive to try to solve the problems faced across the country in terms of access to cover, but the situation is atrocious in northern Australia. I’m not afraid to put my point of view across but I try to do it respectfully. That’s the hallmark of everyone getting involved at this level with NIBA.”

Former NIBA President Di Phelan says the new Board Directors represent an exciting future for the industry and is looking forward to working with them all, including PSC Insurance Group Chief Executive Officer David Hosking, who has significant broking and underwriting experience.

“I’d like to welcome Jordyn, Steven, Lynette and David and I’m looking forward to their fresh ideas and perspectives. It’s important to have a diversity of experience.”