Brandi Hitchens’ start in the insurance business was not like many others. She was sent by her school to a brokerage on a work experience placement after the assigned person did not show up. Now a senior account executive at the Nova Scotia based Jacobi Brien Insurance, and an Insurance Business Awards finalist, Hitchens (pictured) said the chance opportunity, if nothing else, was something to add to her resume while she looked for something else.
However, by day two of the accidental posting, Hitchens says she was hooked, and came over to the business on a full-time basis. “That was almost 25 years ago now,” she told Insurance Business.
Over the past two-and-a-half decades, the broker has looked for opportunities to learn and develop her skills through accredited courses, including CAIB, CIP, and CRM, all of which she has completed, and is currently working on her CCIB. The job of a broker also means that every day presents new opportunities – seen in the various roles that Hitchens has gotten to take on, from account manager to sales, spanning personal and commercial lines. She’s enjoyed building different insurance programs for various industries as a way to solve customers’ pain points, whether that’s meant securing specialized coverages, or finding them comprehensive and affordable coverage.
“I have truly enjoyed helping my clients arrange their insurance as they bought their first home, first car, or started their own business,” said Hitchens. “Another rewarding aspect is helping our clients when they are going through a loss. A real differentiator for us is the claims consulting we do alongside the process. It can be a very upsetting time for them, so ensuring they understand the process is key.”
The relationships that Hitchens has made in the industry, with clients, peers, and leaders, has been the most meaningful and rewarding part of her career so far. In fact, one of the most memorable events that has stuck with her during her role as a broker arose during 9/11.
“I had a seasonal client who lived in New York. When the towers were hit, the phone lines there were down. He couldn’t reach his wife, who was teaching at a school near the towers. He didn’t know if his children were safe, or what was happening,” explained Hitchens, adding that the client could get through to Canada, since the phone lines were working fine there. “He phoned me and asked me to keep him on the line while he calmed down. We stayed on the line for over two hours that morning, chatting until he was finally able to reach his family and know they were safe.”
The following summer, that same client visited the brokerage’s office with a special delivery of baked goods from a local New York Bakery as a thank you, remembered Hitchens. He also brought with him a good friend who was a firefighter on 9/11 at Ground Zero. “That always stayed with me as a reminder of being empathic to what our clients are experiencing, be it a vehicle accident, a fire loss, or a personal loss, and [how that] has a lasting impact,” said Hitchens.
The broker’s dedication to her career and clients has been recognized in many ways over the years. She was named a Young Broker of the Year by her peers in 2014, an Elite Broker for 2020 by Insurance Business Canada, and most recently was nominated for Broker of the Year at the IB Awards. She also calls herself fortunate to sit on the Young Brokers Committee and works to bring more career awareness to youth. “A lot of graduates do not always have insurance come to mind as a career path, so we have been working to raise awareness by speaking to the local community colleges and doing job fairs in our communities,” said Hitchens.
Amid all of the M&A in the broking space and broader insurance industry over recent years, Hitchens is proud to work for an independent brokerage, especially since on the east coast of Canada, the backbone of the economy is made up of entrepreneurs and small businesses. “Working with business owners and being a small business ourselves gives us a greater understanding of what clients are experiencing on the day to day,” said Hitchens.
That understanding has been particularly tested during the hardening market and its convergence with the coronavirus pandemic.
“Our brokerage is commercial lines focused, so right now with COVID-19, we see our clients being impacted hugely in the hospitality industry,” she told Insurance Business. “We also continue to experience hardening of the marketplace and reduction of capacity across the board. Each renewal requires a much higher touch than in previous cycles, which means brokers are working harder than ever for our clients. I expect this will continue into 2021, however, we are constantly working on improving our service through planning and strategies. Looking after our clients’ best interests is our number one priority.”
