Relationship management is a key part of any broker’s job and one leader has said technology, often deemed a threat to the industry, will actually help create meaningful relationships.
“Automation and digital channels certainly require us all to adapt how we approach our stakeholder management,” Jason Clarke, EGM intermediary distribution at
QBE, told Insurance Business. “But rather than a threat, we see these as tools to help relationship managers, brokers and those in similar roles with better data, insights and, in many cases, more time to be able to have meaningful conversations, better understand a client’s needs and therefore provide a better, more informed recommendation.”
That better understanding of a client’s needs is a key part of QBE’s Equip program, with which the insurer has educated over 500 brokers throughout Australia on leadership skills, business acumen and relationship management.
“The course is designed to better equip brokers for a variety of challenges they may face when dealing with clients,” Clarke continued. “The modules are designed to enhance their professionalism more broadly, which inherently incorporates ethical behaviour and building trust.”
Terry Lane, managing director of Midland Insurance Brokers, said that the Equip program has improved the confidence of staff.
“It also provided valuable info on how insurance companies operate and their methodology in establishing rates for risks to be insured,” Lane said
Celebrating its 10th anniversary this year, Clarke agreed that the program gives brokers a view of “the insurers’ side of the fence” which is important for helping brokers gain a fuller understanding of the industry.
“It gives them insight into the factors we might take into account from an underwriting perspective, as well as some of the challenges we face at claims time,” he said. “I think this gives participants a more holistic view, but also provides greater context when we may need to make certain decisions.”
Related stories:
QBE announces first part of $64.8 million investment
QBE's legal team recognised as among the region's finest
