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across canada

InsurancePeople s e p t e m b e r 2 017

Summer of expansion Reggae callback Waltzing to Hawksley Workman

On the winning track Joining forces Action plan in motion

Giving Back

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starts page 17

determined focus International journey brings Martin Thompson to president and CEO role at RSA Canada

Technology starts page 47


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Read all about it in the November issue

Contents Volume 22 

Number 5

september 2017

PBL Insurance in Timmons, Ont., was the winner of First Insurance Funding of Canada’s Ultimate Best-Dressed Canadian competition in honour of Canada turning 150 this year. For the competition, brokerages partnered with First Canada posted pictures on Twitter of their staff wearing their “most Canuck” attire. Pictured in the winning photo from PBL Insurance: Tanya Gourley, manager, commercial lines/account executive; Melissa Pilotte, VP, sales executive; Louise Tolonen, commercial account executive; Genevieve Trottier, team leader/senior account manager; Bonnie Boyce, senior account executive; Claude Gravel, VP, senior account executive; Shauna Gravel, commercial account manager; Nicole Decoeur, technical support representative; Steven Vachon, personal lines broker.


10 Determined focus

Celebrating his first year as president and CEO at RSA Canada, Martin Thompson and his executive team are implementing programs that promote collaboration and communication across the business.

F e at u r e s

14 On the winning track giving back begins on page 17


7 StreetTalk 66 TravelTalk 9 Milestones 69 TradeTalk 38 Out & About 69 Ad index 42 Storefront 70 Q&A 64 Making Moves

Cover: Martin Thompson, president and CEO of RSA Canada.

Saskatchewan’s Shantel Kalika says one of the benefits of stock car racing is the confidence it gives her in the work she does for Cornerstone Insurance in Prince Albert.

44 Joining forces

Technology begins on page 47

Louis Bois, who runs Armand Bois Ltée. in Quebec City, started Courtiers Unis in Quebec to create a network of smaller firms and offer them an increased competitive advantage.

62 Action plan in motion

After joining his wife and her business partner at B&W Insurance Agencies in B.C., Jan Stamnes helped develop the firm’s transportation specialty.


I wanted a new challenge,” says Shantel Kalika, from Cornerstone Insurance in Saskatchewan. “I was always doing work for other people. I wanted to do something I felt rewarded for and could interact with Story on page 14 people on an individual basis.

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CEP & Sintra merge to cover all of Canada; Totten adds new VP


EP Forensics, based in Montreal, and Sintra Engineering, based in Edmonton, have merged to create one large forensic engineering firm providing coast-to-coast service. The new entity, CEP-Sintra, will have eight offices across Canada: Vancouver, Edmonton, Calgary, Toronto, Ottawa, Montreal, Quebec City and Moncton. CEP was founded in 1972 and now has more than 75 employees covering all fields of forensic engineering and sciences in five offices. In business since 1997, Sintra recently celebrated its 20th anniversary. “This merger will allow us to offer our services across the country and accelerate our plans to be the first choice for insurance and legal professionals in Canada,” said Mark Hughes, president of Sintra. “We believe this Hughes merger will answer the needs of our clients as well as the aspirations of our staff. Both companies come to this merger as a team of energetic professionals with a common set of values. These shared values will drive our desire to provide the best service and technical insight

into all of their insurance and legal loss needs.” Jean-Francois Joubert, president and CEO of CEP, said that his company was delighted to unite with the Sintra team. “Talking to each other over the course of the last year, Mark and I Joubert have come to realize that we shared not only the same goals but also the same values,” Joubert said.

“This second transaction this year consolidates our position as a leader in the market.” Before its merger with Sintra, CEP acquired LRI Engineering. With offices in Toronto and Ottawa, LRI specialized in building and fire-code consulting, fireprotection engineering and emergency planning. “The LRI vision lines up with our own of providing uncompromising ethical services, efficient management systems respectful of our engagements and unbiased

independent opinions from our full-service offices strategically located across Eastern Canada,” said Joubert.

Totten addition

John Tung has joined

Totten as VP, Professional Lines. In this newly created role, Tung will be responsible Tung for a team of professionals handling e&o, enhancing broker relation-

Recorder and Times Coach Award Brian Purcell received the Brockville Sports and Area Hall of Fame Recorder and Times Coach Award for 2017. Purcell, the president-elect of the Insurance Brokers Association of Ontario, has coached sports for 13 consecutive years starting in 2004/2005 when he was an assistant coach for Ron Baker’s Learn to Skate program. His coaching resumé includes baseball, hockey, softball and football. The coaching award is not necessarily given to the coach who has had an amazing season in just that calendar year. Karen Welch, with the Brockville and Area Sports Hall of Fame, said, “We look for an individual who has coached for many, many years. The person who has been a good role model for the children he has coached, and who goes above and beyond what is expected of him in the role he has accepted.” Purcell is a broker/owner of James Purcell Insurance in Spencerville, Ont. Along with coaching, his volunteer work has included the Spencerville and District Optimist Club, volunteer firefighter with the Edwardsburgh Cardinal Fire Department, Leeds and Granville Mutual Fire Aid Association, Leeds and Granville Insurance Broker Association and others. Pictured: Brian Purcell (centre) with his parents James and Gloria Purcell who also work at the brokerage. IP Insurance People  September 2017  7



September 2017 Volume 22 • Number 5

managing Editor Sarah Polson 604-875-7768 associate Editor Ron Shorvoyce 306-352-2660 Editorial Contributors Laurie Jones, John Lekich, Keith Norbury publisher/ national advertising director Trish McRae 604-875-7761 Advertising Sales Tonya Earle 604-874-1001 Publication Manager Cathryn Day Art Director Wil Wong managing publisher Susan Mellor GROUP Publisher Bill Earle Toll-free 1-800-888-8811

Kenneth R. Wilson Awards

Honourable Mention

Insurance People is published six times a year in Jan., Mar., May, Jul., Sep., Nov. for the general insurance industry by Insurance People Media Ltd. 661 Market Hill, Vancouver BC  V5Z 4B5 Tel 604-874-1001 • Fax 604-874-3922 Email: Change of address? Please send old address label along with new address. Insurance People is a national publication with about 12,000 copies distributed on a controlled circulation basis to general insurance brokerages, independent ­adjusting firms, insurance companies, wholesalers and risk managers throughout Cana­da: B.C., the Prairies, Ontario, the Maritimes, the three northern territories. Included are major insurance associations and ­organizations as well as selected insurance services, suppliers and trades. All rights reserved. Material appearing herein may not be reproduced in print or electronically without proper credit and written permission of the publisher. The opinions expressed in Insurance People are not necessarily those of the publisher or its advertisers. Insurance People and Insurancewest are registered trademarks of Insurance People Media Ltd. Insurance People Media Ltd. produces Insurance People, BC Broker, British Columbia Insurance Directory and Prairies Insurance Director y. (Insurancewest Media Ltd. has changed its name to Insurance People Media Ltd.) Postmaster Returns to 661 Market Hill, Vancouver BC V5Z 4B5 CPC Publications Mail Agreement #40027261 Printed in Canada • ISSN 2292-2849

8  September 2017  Insurance People

ships and developing new products. He will split his time between the Oakville, Dundas and Toronto offices in Ontario. “My core competency is underwriting in a tough and ever-evolving world,” Tung said. “I started my career with an mga, so joining Totten brings me full circle.” Tung’s 23 years of experience in the insurance industry includes recently working as the AVP, Technology/Cyber & Professional Lines for CNA. He has also worked for Axis Capital and Creechurch International Underwriters. “John got in on the ground floor of cyber and tech risk in 1999 and has built a stellar reputaDei Cont tion on delivering skilled underwriting,” said Denis Dei Cont, COO and EVP of Totten Insurance Group.

In July Lee Farrow was named as EVP and life sciences industry practice leader for North America. With more than 20 years in the insurance industry, Farrow played an important role in helping integrate and leverage Chubb’s broad life-sciences capaFarrow bilities. Chubb also appointed a new EVP and property manager for its North America Commercial Insurance division. Michelle McLaughlin, with 25 years of experience at Chubb, will take the reins to oversee McLaughlin the retail commercial property and package property insurance business in the U.S. and Canada offices.

Chubb North America changes

ServiceMaster Restore recently sponsored the first annual Rise & Shine PJ Walk for Kids in support of Ronald McDonald Charities. The event raised $181,308 across the Maritimes. The funds will help the 2,200 families of sick children who stay at Ronald McDonald House and use its family rooms each year while their children receive treatment.

Chubb has made changes to several areas of its North American team covering the U.S. and Canada. In June, Gerard “Jerry” Butler was appointed SVP, Chubb Group, division president, North America Insurance. Butler has more than 34 years of experience, with 26 of those at Chubb. In his new role, Butler he will be responsible for field organization in North America, which includes 48 offices in the U.S. and Canada.

PJ Walk for Kids

Give Generously 2017

Aligned Insurance recently named GlobalMedic as the recipient of its $2,000 Give Generously donation for 2017. GlobalMedic was one of the 25 Canadian charities nominated by Aligned’s clients

IBC Chair

The Insurance Bureau of Canada’s board of directors has elected Kenn Lalonde to serve as board chair. Lalonde is president and CEO of TD Insurance, and has also served on IBC’s board as deputy chair. “Kenn brings a wealth of experience and knowledge to this role, backed by decades of work in the financial services sector,” said Don Forgeron, president and CEO of IBC. “With Kenn’s leadership, IBC will continue to advance its strategic priorities with communities, stakeholders and governments across the country.” Lalonde has more than 25 years of experience in the financial services sector in Canada and the U.S. He has been the president and CEO of TD Insurance since 2012. “This is an important time for Canadian insurers as the industry faces more challenges than ever before and, as the voice of Canada’s property and casualty insurance industry, IBC is in a unique position to help advance much-needed public policy discussions,” said Lalonde. “Through IBC, we will continue to engage governments and stakeholders across Canada to turn challenges into opportunities and ultimately benefit Canadian consumers.” IP


Celebrating anniversaries, awards, announcements, recognitions...

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Aviva named Canadian Insurance Carrier of the Year industry to respond to evolving customer Insurance Nexus recently named Aviva needs.” Canada as its Insurance Carrier of the Insurance Nexus also awarded Year 2017 at the Insurance Analytics Crawford & Company (Canada) as the Canada Summit. The award acknowledges Canadian Insurance Innovator of the the insurance company that has made year. The award is given the biggest advances in to the standout for implementing analytics achievements among into their business. innovative players in “I’m extremely proud insurance analytics. of this award as it recognizes the progress our company is makChamber of the ing in analytics and Year award predictive modelling in Bryce Kumka acthe best interest of our cepted the Chamber of customers,” said Greg the Year award at the recent Alberta ChamSomerville, president bers of Commerce and CEO of Aviva Annual General MeetCanada. Somerville ing. Kumka, a Rogers Somerville added Insurance account executive, is the Fort that new technologies and the availabilMcMurray Chamber president and was ity of data are changing insurance in a honoured along with the executive direcfundamental way, which is why Aviva is tor, Alexis Foster. investing in data-driven technology. “We understand that analytics are key to our Last summer the Fort McMurray future success in how we better underChamber of Commerce provided a stand and serve customers.” main source of information for busiPhil Gibson, chief underwriting officer nesses during the evacuation, the at Aviva Canada, noted that artificial inre-entry and the rebuilding of Fort telligence through things like self-driving McMurray. The Chamber created a cars and automated assistants is rapidly Business Recovery Task Force, submitevolving and finding its way into surpristed a grant proposal for relief funding ing daily uses. to the Provincial Government, sat on a “It’s disrupting and improving organiBusiness Resource Centre stakeholder zations across all industries, and now committee and kept evacuees updated it’s headed for insurance,” Gibson said. via social media. “Our mandate is to disrupt the insurance “The Fort McMurray Chamber was

for the donation. After a 28-day online campaign, GlobalMedic had the most visitors to its webpage to win the donation. GlobalMedic provides short-term and rapid response to those who face life-threatening risks after a disaster or crisis. Founded by volunteer paramedics, it is also supported by firefighters, police officers and people passionate about helping others. “Over the past few months, we’ve had tremendous feedback about our efforts to get a Canadian charity aligned with

our Give Generously 2017 donation,” said Andrew Clark, president and CEO of Aligned. “Whether you nominated a charity, visited and/or shared a charity webpage, we thank you for your active support.” Clark

Share the road

The Insurance Bureau of Canada has teamed up with the PEI Department of Transportation, Infrastructure and Energy, and Cycling PEI to highlight the Share the Road

incredibly busy in 2016, actively fostering the growth of the business community after so much devastation,” Kumka said. “We are so grateful for our work to be recognized by this award, and we look forward to continued economic development in the area.”

Community loyalty

In 2023 The Co-operators will build a state-of-the-art facility in the City of Guelph’s south end to house its headquarters. The plan enables the company to stay in the community that has supported it for half a century. “The Co-operators has a proud and vibrant history with the City of Guelph that we are thrilled to see continue,” said Rob Wesseling, president and CEO of The Co-operators. “We are grateful to the city for its support and Wesseling collaboration in working with us to find a location that allows us to remain rooted in this community as we bring our three Guelph offices together under one roof.” Plans for the new headquarters include wellness-based features that support healthy living and reflect The Co-operators’ strong commitment to sustainability and employee well-being. IP

campaign. The campaign helps promote the amendments to the Highway Traffic Act that will improve road safety. The amendments to the act encourage drivers and cyclists to share the road. They include the addition of the “one metre rule,” which requires drivers passing cyclists to leave at least one metre between their vehicles and the cyclists. The changes also highlight the need for drivers to be aware of cyclists when opening the doors of their vehicles. “Road safety is something that IBC’s Continued on page 13 Insurance People  September 2017  9

Martin Thompson, president and CEO of RSA Canada, is described as “a student of the business, an underwriter and risk taker at heart.”

10  September 2017  Insurance People

cover story

determined focus

Throughout his career, Martin Thompson has sought out new learning experiences. Now, as president and CEO of RSA Canada, he encourages his team to reach beyond the status quo. Under his leadership the company emphasizes collaboration. Gone are the old barriers of separate offices, and Thompson himself works alongside the team in the open-plan office.


By Laurie Jones

or Scottish-born Martin Thompson, president and CEO of RSA Canada, a career in insurance has taken him all over the U.K. and to Scandinavia and Canada. Now settled in Canada with his family, Thompson is pleased to celebrate the first-year anniversary of his position. Hired right out of school in 1997 as a commercial property claims handler for RSA, Thompson planned on spending six months in the job to figure out what he wanted to do with his life. “Insurance wasn’t forefront in my mind,” he says. “It certainly wasn’t where I envisioned spending 20 years. But that just proves what a great industry this is.” For 11 years, Thompson worked throughout the U.K. before being asked to help with the Canadian business. When he came to Canada in 2008, his job was to help build up the commercial business. Almost three years later, in September 2010, he moved to Copenhagen where, for three years, he was chief underwriting and risk officer for Scandinavia. His insurance journey brought him back to Canada in 2013 to run global specialty lines within commercial business. Mike Holliday-Williams, managing director of personal lines at Direct Line Group, met Thompson in Copenhagen Holliday-Williams seven years ago. Holliday-Williams arrived as the new CEO of RSA in Scandinavia just as Thompson became a member of the executive team. Thompson understands how great teamwork and leadership fit together, says Holliday-Williams. “He is driven, gets results, faces into reality and at the same time recognizes that building a strong team and setting a clear vision for the future are the keys to long-term

success. He never shies away from conflict but always has a positive and constructive intent. What is more unique is his determined focus on his own development and that of his team. Not many work as hard to achieve their full potential.” He adds that Thompson kept his team on its toes but also “thoroughly entertained” them with his Scottish humour. “I have just about forgiven him for beating me in the 2012 London Marathon by nearly an hour.” Thompson reflects that it has been an interesting 20 years: “I’ve worked in claims, underwriting, sales and portfolio management. My jobs have gone from working on the front lines to head office positions.” However, moving up from one position to the next, he says, wasn’t part of a conscious career plan. “I was interested in the challenge of finding a new learning experience. I’ve been very fortunate with where I’ve lived and the people I work with.” Shawn DeSantis, president and CEO, Navacord, and former EVP of RSA Canada, played a significant role in Thompson’s career. “Martin was always very De Santis eager to learn and to be coached on building out his skill set,” he says. “When he joined RSA, he knew that he had a really strong technical base but he began by taking executive coaching on building out his leadership skill set, broadening his business acumen and increasing his knowledge of broker distribution.” Always very serious about professional development, Thompson put a lot of time and effort into becoming “a better, wellrounded insurance executive.” DeSantis adds: “He’s a student of the business, an underwriter and risk taker at heart. Martin’s Scottish heritage was always an asset that helped him in his career. Like a typical Scotsman, Martin is very forthright. You know Insurance People  September 2017  11

where you stand with him.� At the same time, Thompson enjoys having a good time with his colleagues and friends. “All those attributes, combined with his insurance expertise, have positioned Martin well for his current CEO role and continued success.� Thompson has enjoyed his first year as president and CEO because of the extent of his involvement. “Now I’m dealing with everything from HR to overall strategic planning and more.� Also interesting to Thompson was transitioning from being part of a team to running the executive team. “I’ve been pleased with the progress we’ve made,� he says. “We’ve developed a mission for the business and what we’d like to achieve. Along the way, part of my role has been to keep communication strong with the team, and asking how we can make things better. We’re working towards developing a mindset for everyone to reach those goals.� One program the team has designed is called A Better Way of Working. “This involves looking for ways to go beyond what the status quo has been for decades,� he explains. “The idea is that if we change the environment in which people work, then we’ve got more ways of shift-

Martin Thompson with his wife Wendy and their three boys – Keir (8), Rory (2) and Owen (6).

ing how they view the world and their adaptability and flexibility. People who can adapt to change are more successful.� He says that they’re creating an environment that promotes collaboration and



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    12  September 2017  Insurance People           

communication across the business, and so far that change is working. Collaboration is at the centre of the company’s new approach. Gone are all the separate offices, including Thompson’s, at the Toronto location. “It was an important decision for me to symbolize that we’re changing and trying to do things differently,� he says. Thompson sits in the open-plan office with everybody else. “It gives me a much better feel for the business and what’s going on around me.� Although Thompson has travelled the world, in the last year his journeys have been across Canada speaking to people about the company’s future. “There’s a lot of untapped potential with the business that we are focusing on,� he says. “We have a lot of good people who want to do well for our brokers and our customers.� But Thompson isn’t all work and no play. “One of the main sources of fun in my world is going home from work and spending time with my boys – Keir (8), Owen (6) and Rory (2) – and my wife Wendy,� says Thompson. “We love camping, and roasting marshmallows is a favourite of ours.� Although his family is “priority number one,� Thompson also tries to get to the gym two or three times a week. Thompson is off to a successful start as president and CEO of RSA Canada, and the future looks bright with plans to take the company to a new level to benefit both brokers and customers. IP


Continued from page 9

members are passionate about,” said Amanda Dean, VP, Atlantic, IBC. “In fact, many of today’s most effective roadsafety measures are the result, in part, of insurer advocacy. However, more can still be done. IBC will continue to work Dean with governments across Canada to make our roads safer.”

Home is where the heart is

First Canada has also announced some staff changes. James Bond was appointed as a relationship manager in B.C., and Chris Baronas was appointed as a relationship manager for the Ontario East region.

Cash for heritage causes

The Commonwell Mutual Insurance Group is celebrating Canada 150 by supporting heritage causes in the Ontario communities it serves. The insurer will divide $150,000 in donations among six Ontario heritage organizations: Lang Pioneer Museum in Peterborough, Glengarry Pioneer Museum in Dunvegan, La-

nark County Archives in Perth, Kawartha Settlers Village in Bobcaygeon/Kawartha Lakes, Rural Ottawa Museums in Ottawa and Hastings County Historical Society in Belleville/Hastings. “As a community-based business celebrating our own legacy of 122 years, we recognized Canada 150 as a perfect moment to step up and help these organizations in their important work to remember, recount and re-enact our shared history for future generations,” said Tim Shauf, Shauf Continued on page 16

A poll commissioned by Allstate Insurance Company of Canada found that nearly 9 in 10 Canadians regard their homes as their most important possession, while personal keepsakes and technology also rank highly. The study, conducted by Leger, asked Canadians to evaluate the importance of possessions ranging from their homes and vehicles to their collections and family heirlooms. “For Canadians, our possessions are often more than just the stuff we own. They represent our memories, our hobbies, our keepsakes and the things we worked hard to achieve,” said Dave MacInnis, VP of product operations, Allstate Canada. “What we learned from our poll Macinnis is that while Canadians care about their belongings, particular items are closer to their hearts and those are the items that matter the most.”

First Insurance Funding expansion

First Insurance Funding of Canada, provider of insurance payment solutions, has acquired Insurance Premium Finance Corporation (IPFC). Based in Wainwright, Alta., IPFC is a finance company that helps brokers maintain their relationships with clients while helping the clients fulfill their responsibility to pay for the product. “We have been looking to expand our commitment and physical presence in Western Canada, and as those in the industry know, good people are the hardest part of the puzzle,” said Stuart Bruce, CEO of First Canada. “That’s why Bruce this opportunity to join teams with IPFC is a win-win for both our companies and our clients.”

Insurance People  September 2017  13


On the winning The first woman ever to be crowned a champion at Wyant Group Raceway in Saskatoon, Shantel Kalika knows about breaking through barriers. That competitive spirit also makes her one of the top brokers at Cornerstone Insurance Services. By Ron Shorvoyce

14  September 2017  Insurance People


n insurance broker who loves stock car racing, Shantel Kalika aspires to join the ranks of regular competitors on the Nascar circuit. Based in the U.S. where its popularity is second only to the NFL, Nascar sanctions races in 30 states, Canada, Mexico and Europe. Kalika, 26, is an account executive in personal lines insurance at Cornerstone Insurance Services in Prince Albert, Sask. She also races a truck and sometimes a stock car – breaking barriers while striving for the top spot. As the 2016 champion in the Pro Truck Division at Wyant Group Raceway in Saskatoon, she became the first woman to be crowned a champion in the track’s history. Kalika races for the Busch team, consisting of her father Ben Busch in the Sportsman divi-

sion and herself, competing in the Pro Truck division. “I have been involved in racing since I was a little girl. My dad has been racing since I was about a year old. He used to race on dirt-tracks. My mom used to race too in the powder-puff division, but she gave it up when my dad moved on to racing a modified open-wheel car in Alberta.” Kalika’s truck and her dad’s car are fullsize high horsepower vehicles, with 350-CID engines that compete on 3/8-mile oval tracks. The pro truck has a mounted fibreglass body and a stock chassis with a steel roll-cage. The sportsman car has a fabricated chassis designed for racing, also with a mounted fibreglass body. Kalika chose trucks when she started racing because it was an up-and-coming class and was more affordable to get into. “It is hard to describe the adrenaline rush

Shantel Kalika with the truck she races in the Pro Truck Division at Wyant Group Raceway in Saskatoon.


several people who help to cover the high cost of maintaining the team’s two racing vehicles – Kalika’s truck and her dad’s stock car. “To keep the two vehicles in competitive form, I would say Busch Racing invests anywhere from $22,000 to $26,000 every year. But we have sponsors who purchase advertising space on the vehiyou feel when you are strapped in and cles and display their business names. As about to compete,” she says. “Although well, we contribute personally. OK Tire & there are dangers, safety precautions are Auto Service is our main sponsor for the mandated such as having a two-layered truck. Cornerstone Insurance, suit, five-point harness, full SGI Canada and many others containment seat, a protective also sponsor me.” head restraint and a racing Her shot at bigger things in helmet. To date I have not the racing world came with been hurt.” an invitation in 2015 to test a Kalika adds that racing Nascar Pinty’s Series car. She demands lots of devotion and had a great showing in Toeffort. She had nine meets in ronto. Although a main spon2016, and her dad had six in sor had to pull out, ruining the summer. The race season Petrowsky her chances, her goal is still to runs from May to September. make it to the top of the Nascar circuit. Saturdays are racing days, but some races Her fastest qualifying time on a track 3/8 are on Fridays or even weekdays. of a mile long is 15.7 seconds. “And it’s all in Saskatoon. So we travel Kalika says one of the benefits of raceach and every race day.” ing is the confidence it gives her in the The Busch Racing team consists of

work she does for Cornerstone Insurance, a brokerage she joined in 2014. An old friend of the family, Jim Petrowsky of Edmonton, is on the racing team and has watched her grow from a toddler to an accomplished young lady. Petrowsky, who is director of asset protection with the Hudson’s Bay Company, praises her personality traits. “She’s a very outgoing individual. Very confident. She’s one of the most confident people I know and a straight shooter but diplomatic at the same time. She can take charge of things, even when we’re racing. She’s very passionate about what she does, whether it’s work or family. Based on her character, in terms of driving business, I would also have to say she’s one of the top people in her office.” Born and raised in Prince Albert, Kalika was working as a paralegal in a law office when she applied for a job at Cornerstone. “I wanted a new challenge. I was always doing work for other people. I wanted to do something I felt rewarded for and could interact with people on an individual basis. I wanted to be more independent, and in July of 2014 I started with Cornerstone.” A licensed broker by October of 2014, she was selling insurance by November of that year. Longworth “I soon found out I absolutely loved the insurance business. I like meeting with people, talking with people and being able to help people. After about six months, I felt I could take off the training wheels.” Continued on page 68

FAMILY FACTS • Kalika and her husband Casey, who is studying to be a correctional officer, have been together since 2010 and married since 2015. He helps out with the racing team. • Her mother Sandra is a licensed optician and manager at Factory Optical. Older sister Sarah attends races but is not directly involved in racing. • Her father, Ben Busch, works as a section supervisor with the City of Prince Albert, looking after the city’s fleet of trucks and police cars. Insurance People  September 2017  15


Continued from page 13

president and CEO of The Commonwell.

Walmart broker location

InsureLine Brokers recently opened its first location inside a Walmart in Delta, B.C. This is the second location for the franchisee, which first converted Infinity Insurance Services in Port Coquitlam, B.C., into InsureLine Brokers (Infinity). InsureLine now has 15 locations in B.C. and Alberta, with more than 10 additional locations signed up and awaiting onboarding. Operations will soon begin in Ontario.

Insure for your cause

Aviva Canada has partnered with Local Insurance, based in Sudbury, Ont., to launch the Insure for Your Cause program. Through the program, part of the commission for every policy sold under Insure for Your Cause will be donated to the customer’s choice Continued on page 37

Computer monitors for a good cause The B.C. Technology for Learning Society in Vancouver recently received 60 gently used computer monitors from Economical Insurance. “We are so grateful to Economical Insurance for showing leadership and setting a wonderful example for other organizations in the Lower Mainland,” said Mary-Em Waddington, executive director of B.C. Technology for Learning Society. “Redistributing these monitors is an investment in students and learners of all ages and promotes environmental sustainability.” B.C. Technology for Learning Society has a mission to improve learning and protect the environment by refurbishing technology. The organization works to achieve that mission through three programs: Computers for School, assisting schools and communities to access quality reused equipment; Computers for Students, assisting low-income learners to access quality reused equipment; and Technical Work Experience Program, providing youth with valuable work experience. Pictured: Mary-Em Waddington (second from left) receives 60 computer monitors from Economical Insurance. Making the donation from Economical are Daria Ugandeeva, Derek Spence and Michael Pauliuk. IP

SPORTS, LEISURE AND RECREATION INSURANCE SPECIALISTS Covering athletes, communities and families for activities and special events since 1987. 16  September 2017  Insurance People

a d v e r t i s i n g

S u pp l e m e n t

Giving Back Insurance Industry Philanthropy

“No act of kindness, no matter how small, is ever wasted.” – Aesop

20 Allianz

Embracing philanthropic endeavours to help people anytime, anywhere

35 Aviva

Community fund honours Canada’s 150th with Community Legacy category

31 Burns & Wilcox ©

Talking about community service with Jodie Kaufman Davis

26 Economical

My Charity lets employees choose who receives charitable giving

19 Gore Mutual

150 Ways campaign gives money and volunteer time

32 Markel

Fostering teamwork by encouraging community service

23 Mutual Fire

First-hand account of helping B.C. wildfire evacuees

29 Portage Mutual

Long-standing tradition of reaching out to community groups

24 Feature:

WICC lights the way to supporting Canadian Cancer Society

AD INDEX Allianz Global Assistance... 21 Aviva................................... 34 Burns & Wilcox................... 30 Economical.......................... 27 Gore Mutual....................... 18 Markel Canada................... 33 Mutual Fire......................... 22 Portage Mutual.................. 28 Insurance People  September 2017  17

To celebrate Canada’s 150th anniversary, we’re partnering with our brokers to give $1 million to better our communities in 150 ways. As a modern mutual company, we’re built on the idea of people helping people. We have a long history of working together with our broker partners to strengthen our communities across the country. This year, we’ll do even more. Get involved by nominating your favourite charity today at






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150 Ways campaign reaches out with over $1 million


Cancer Society, Trillium Health Partners any corporations $1-million goal, Bubic says. They are also Foundation, McDonald House Charities have taken part promoting the charities and their broker South Central Ontario, Cystic Fibrosis in Canada 150 partners involved with 150 Ways. “We’re Canada, Lion’s Camp Dorset, Childcan, celebrations across posting articles about each of the 150 acts Grand River Hospital Foundation, Red the country. But on our website: Deer Foodbank and others. for Gore Mutual The articles include quotes from the Bubic feels that a great initiative like recognizing our nation’s birthday means charities and the brokerages that nomi150 Ways helps Gore Mutual and its giving, both in monetary and time connated them to receive a grant.” foundation continue to grow in stature. tributions, with its 150 Ways campaign. Gore Mutual kicked off 150 Ways in “As we looked back at the history of January with a $500,000 gift to Cam“For a smaller company like us to give our company, we realized that the idea bridge Memorial Hospital to build a new as much as big corporations is quite of helping people permeates everything Rehabilitation Centre. In June, it also remarkable. Additionally, the positive we do,” says Igor Bubic, feedback we have been director of marketing and getting from our brokers communications. “That’s on the 150 Ways campaign one of the reasons why the reflects where Gore Mutual Gore Mutual Foundation is headed as a company. We was established in 1988. are aligning our business Since then, we have given values with our foundation, over $10 million to more and looking to be a more than 650 charities in comsocially conscious and somunities across Canada. cially driven organization.” This was achieved in Magermans & Raes partnership with over 280 Insurance Brokers has parbrokers.” ticipated in the 150 Ways Bubic says that, although project by nominating Gore Mutual has a long Big Brothers Big Sisters of history of giving, the comSarnia-Lambton to receive pany wanted to do even a $5,000 grant. “Gore more through its 150 Ways Mutual’s generosity in supcampaign. “With 150 Ways, porting the communities we wanted to do something Patrick Gaskin, president and CEO of Cambridge Memorial Hospital, in which they do business beyond the normal monaccepts a $500,000 donation for the Hospital’s foundation from is just one of the many etary giving we do annuFarouk Ahamed, chair of the board of Gore Mutual, and Heidi Sevcik, things that set them apart ally. That’s why we came up president and CEO of Gore Mutual. The donation kicked off Gore as a true Canadian insurer,” with the idea of partnering says Tony Magermans, Mutual’s 150 Ways campaign. with our brokers to give $1 president. million to better our communities in 150 Through 150 Ways James W. Gordon created the Gore Mutual Resiliency Fund ways. In addition to making donations Insurance Brokers chose to support in partnership with the national youth to different charities all year long, we are Northumberland Hills Hospital Foundacharity, Pathways to Education. also volunteering in the community.” tion by nominating the organization for “We’re really excited about our project Heidi Sevcik, president and CEO of a $3,000 grant. “We teamed up with Gore with Pathways to Education,” says Bubic. Gore Mutual, says the support that 150 Mutual Foundation because they are “We’ll be working with them to give Ways has received from broker partners proactive in supporting their brokers and $150,000 to help youth in low-income has been fantastic. “They have nominated the communities where they work and communities in the Waterloo Region and many amazing organizations to receive live,” says Jamie Gordon, owner. Vancouver graduate high school and sucgrants. By working together with our With a history that dates back to 1839, cessfully transition into post-secondary broker partners, we have made a greater Gore Mutual continues to be a forwardeducation, training or employment.” impact in our communities.” thinking company that has established Other organizations that the Gore Gore Mutual hopes to push the itself as a strong player in the ever-changMutual Foundation has donated to as donation needle far beyond its initial ing world of insurance. IP part of 150 Ways include the Canadian

Insurance People  September 2017  19

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Paying it forward to Canada’s future generations By Iliana Arapis ma abc


t’s 4:30 a.m. and there’s a buzz of anticipation at the Air Canada hangar as employees of Allianz Global Assistance prepare for the Dreams Take Flight charity event. The team of 15 is on hand to assist the Air Canada crew before take-off and to help with registration, taking photos, and meeting and greeting hundreds of children and their families. The employees are helping make dreams come true for kids who suffer from serious physical illnesses, mental health challenges, or who come from disadvantaged situations by taking them to the happiest place on earth for a day – Walt Disney World. As an emergency assistance and travel insurance administration provider, Allianz Global Assistance provides travel insurance for the families and the charity’s staff and volunteers, but ultimately the Allianz Global Assistance employees are at the heart of all charitable initiatives. In 2016 alone, employees steered

take to heart opportunities to show they donations to 10 key charities that benefit are caring, responsible and connected. children in communities across Canada. Children’s causes are near and dear Dreams Take Flight (in association with to employees’ hearts, and these local Air Canada), the Children’s Breakfast grassroots efforts in Club, Sick Kids FoundaVancouver, Kitchener, tion, Scouts Canada, In 2016 employees of Cambridge, Toronto Send ’Em Off Smiling, Allianz Global Assistance and Montreal align Toy Mountain and the fundraised nearly $15,000 naturally with Allianz Daily Bread Food Bank for the following charitaGlobal Assistance’s are just a few of the ble organizations: social responsibility charities that employees The Children’s Breakfast Club philosophy. The orenthusiastically support. Send ’Em Off Smiling ganization is thoughtIn the true spirit Family & Children Services fully rallying around of the Allianz Global Scouts Canada causes that encourage Assistance mission Sick Kids Foundation future generations by of “helping people Heart & Stroke Foundation promoting the social anytime, anywhere,” Grand River Hospital inclusion of young employees dedicate Broward Health Foundation people in Canada. hundreds of volunCanadian Red Cross This intention is also teer hours every year   (Fort McMurray Fire) well-aligned with to their communities Daily Bread Food Bank Allianz Group’s global across Canada, and   (in kind) sustainability objective receive paid time off to contribute to more for volunteering. From inclusive societies. employee-led fundraisers that include the gamut of sports Nowhere is this more evident than in a events, pizza lunches, in-kind donations recent company initiative that links travel and charitable giving campaign drives, insurance training for brokers with learnthe philanthropic spirit glows brightly ing opportunities for indigenous youth. at Allianz Global Assistance. In fact, the In April 2017, when Allianz Academy 800+ employees exemplify the company’s launched the EASY learning and developvalues both in and out of the office and ment program for brokers, it included a distinguishing feature: the reward for completing EASY – and earning continuing education credits for licensed insurance distributors – results in a corporate donation to Indspire. An indigenous-led registered charity, Indspire invests in the education of indigenous people for their long-term benefit as well as that of their families and communities. Employees of the Allianz Global Assistance organization have embraced philanthropic endeavours to help youth succeed and future generations thrive. Makes getting up at 4:30 in the morning truly worthwhile. IP n    n    n

Allianz Global Assistance employees volunteering to help kids’ Dreams Take Flight. 20  September 2017  Insurance People

Allianz Global Assistance is a registered business name of AZGA Service Canada and AZGA Insurance Agency Canada.


Celebrating 115 Years of Caring for Our Community At our roots, we deeply value our community and support the people within it. Mutual Fire Insurance proudly supports charitable organizations and empowers staff to volunteer their time to these great causes. Our efforts benefit groups feeding the hungry, looking for a cure, and helping people in communities from British Columbia to Ontario. Learn more at | | Follow Us

Embracing Change to PROTECT You



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Helping our community during the B.C. wildfires

she fought off exhaustion while sorting donated goods. These women provided everything they could for complete strangers. We heard their stories and shared tears with them. They expressed their gratitude to everyone that sent well wishes and donaBy Clare Stewart tions. Impacted by our emotions, our board his past July, as fires raged of directors and executive wanted to do through B.C.’s Interior, more. MFI stepped forward with $10,000 communities evacuated to help care for evacuees in the north. – with hopes that their We partnered with Integloved ones and ris Insurance, a division of neighbours Integris Credit Union, as they made it out safely. During the have strong connections with first days of these catastrophic leaders and charitable organifires, a colleague and I arrived zations throughout the affected at a hotel in Kamloops to find region. Integris contributed evacuees and volunteers roaman additional $5,000. Together ing the lobby. With worried with regional leaders and looks on their faces, many organizations, we supported scurried about, helping out and the relief effort in unique and clinging to hope. The Sandman responsive ways. Through these Signature volunteered their partnered efforts, we helped ballroom space for a makeshift evacuees, first responders and evacuee donation centre. the Pet Safe Coalition. Moved by the number of We left with our hearts full people in need and the genuine of hope for the evacuees. I am concern of the Kamloops proud to work in an industry residents, we went to the donathat extends help to people tion centre to see how we could during the most trying mohelp. A volunteer jumped at the ments of their lives. Through opportunity to speak with us. an insurance contract, we make Desperately needed was food a promise to indemnify policywith protein. Clean underwear holders after a loss. MFI, along was scarce. Families needing with other industry partners, baby food and formula had to have furthered support through be turned away. Quesnel Integris donated water and food for the firefighters. donations and volunteerism. In We needed to find a way to doing so, we are doing more than fulfillboxes down, we were blown away by help. ing a promise of indemnity and providtheir personal stories. After a few quick emails and phone ing goods: we are giving them hope that The first woman was due for her 11th calls back home, senior leadership at MFI their lives will again have normalcy. IP surgery on the limb affected by cancer. immediately sent $5,000 with which we n    n    n She expressed her joy in defeating cancer, bought food, underwear, baby goods, and adamant that she would never have to get gas cards. We were grateful to be able to Clare Stewart, is vice president, underwriting chemo again. Impacted by the evacuee’s act on the company’s behalf. and business development for The Mutual Fire stories, the second volunteer was the one When we arrived at the donation Insurance Company of British Columbia. Mutual that brought the centre to life, despite centre to drop off the items, only three of Fire Insurance established roots in the farming her back pain and upcoming surgery and six volunteers were still there. Two volcommunities of the Fraser Valley in 1902. Today, being a new mother. The third volunteer unteers by the door that said they would it serves policyholders from B.C. to Ontario with smiled and repeatedly thanked us as help us as another sorted the goods a suite of farm, commercial and home insurance.


inside. One volunteer readied herself to help us carry boxes in as she cheerfully said, “I will just be a minute, I have to just put my leg on.” While putting on her prosthetic leg, she explained to us that she had lost her lower leg to cancer. Another woman started to take boxes from our car, while showing signs of pain. We asked her to sit tight and let us do the carrying. With tears in her eyes, she kept repeating, “thank you, thank you.” By the time we put the last of the

Insurance People  September 2017  23

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WICC lights the way to supporting Canadian Cancer Society Cancer facts from the Canadian Cancer Society   • Cancer is still the leading cause of death among Canadians, followed by heart disease and stroke.   • Almost 81,000 people will die from cancer in 2017 and half of all new cases diagnosed will be lung, colorectal, breast and prostate cancers.   • Breast cancer continues to be the most common form among women in Canada and it’s estimated that 5,000 Canadian women will die of breast cancer this year.   • The death rate from breast cancer, for example, has fallen 44 per cent since 1988, and is likely attributable to earlier diagnosis through screening and advances in treatment.   • One of the newer treatment methods is immunotherapy, which has helped patients with lung, bladder, kidney cancer and melanoma. Drugs are administered to boost the patient’s own immune cells to attack tumours, eventually eliminating them. IP

24  September 2017  Insurance People

By Ron Shorvoyce


e all know people in our industry affected by the insidious disease of cancer, which strikes regardless of age or gender. For the past 20 years, however, the p&c insurance industry hasn’t taken this sitting down. It has raised over $13.7 million through WICC for cancer research and associated programs. The Women in Insurance Cancer Crusade, a not-for-profit organization better known as WICC, has been engaged in the battle against cancer since its founding in 1996 by Mabel Sansom and Linda Matthews. They mobilized Canada’s insurance industry to raise money for breast cancer research and to raise awareness about the disease. After a colleague’s wife was diagnosed with breast cancer, Sansom and Matthews put together a committee in Ontario that was dedicated to finding a cure. And so, on a Toronto spring evening in 1997, a fundraising gala dinner officially launched WICC. Matthews challenged the 200 guests to do more than just sign cheques and to get directly involved in the fight against cancer. “All of us have been touched by cancer either personally or through friends, family and colleagues. The WICC mission is to mobilize the insurance industry and to focus on research, support and education,” Matthews told the gathering. The insurance industry heeded the call. At

that first gala, people in our industry from across Canada signed on to sell WICC candles to raise money for research and to increase awareness of cancer’s toll. The Alberta chapter formed in 1999 soon after the original Ontario chapter, and in 2002 B.C. joined in. The Quebec chapter followed in 2009. It raised money even from parts of the country, such as the Maritimes, without its own chapter. For the past 20 years WICC Ontario has partnered with the Canadian Cancer Society (CCS) and currently directs 100 per cent of the funds raised to CCS. WICC Alberta directs most of its funds to CCS research but has also helped to buy specialized equipment to support cancer researchers at the University of Calgary. Most recently, WICC Alberta has partnered with a team of researchers and, through the university, has entered into a five-year gift agreement called Women in Insurance Cancer Crusade Fund in Cancer Immunotherapy. The donation supports the research team in its search for a cure through immunotherapy. The B.C. chapter supports youth-related cancer programs, and Quebec’s focus is also on cancer research. Through its grassroots initiatives, WICC raises money from countless local individuals and corporations. For example, national sponsors – companies that commit to $45,000 in donations over a three-year period – have made a huge impact on WICC’s fundraising initiatives. This reliable funding makes it possible to keep operations going. Current WICC national sponsors include AIG Insurance, Belfor Restoration Services, Canadian Underwriter, Chubb, Crawford, The Guarantee, McKellar Structured Settlements, Northbridge Insurance, On Side Restoration Services, Roar Engineering, Wawanessa Insurance and Zurich. At first by selling candles, CDs and other products, the insurance industry has faithfully


supported WICC across Canada through dinners, learning breakfasts, concerts, relays and golf tournaments. In addition, many individuals, companies and associations in the insurance industry have held or sponsored events to raise


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funds for WICC. Some have offered the proceeds of their annual events to WICC. WICC has evolved into one of the most prominent Canadian organizations to join the cancer fight, receiving accolades from the Canadian Cancer

Society. A few years ago WICC National was honored with the society’s corporate achievement award. The award recognizes a business that has made significant financial contributions to three or more of the society’s divisions. IP

Why we volunteer WICC Ontario Marilyn Horrick, co-chair of WICC Ontario and currently national VP for the Guarantee Gold program of The Guarantee Company of North America, got involved with WICC in the late 1990s when she was with Zurich Insurance Company. “A colleague at Zurich took a leave of absence after she was diagnosed with breast cancer. Following treatHorrick ments, she came back to work and became very active in WICC. I was completely inspired by her and set about to do my part for cancer and WICC.” Ellen Moore, co-chair for WICC Ontario and regional executive officer of Canadian Chubb Companies in Toronto, was inspired by the experiences of cancer patients, survivors and the Moore advances made through research: “For more than 20 years, the mission has remained dedicated to fundraising to enable research for curing this terrible disease.”

WICC B.C. Erica Enstrom of Vancouver’s BridgePoint Financial Group is co-chair of the B.C. chapter of WICC. She’s the mother of a child cancer survivor. Her only son, Joshua, now 11, was diagnosed with cancer when he was just 10 months old. He Enstrom

had a kidney tumour. “It was a big shock to us. Thankfully, the cancer was very treatable and today he’s a normal child, cancer-free. My dad is also a cancer survivor and three of my four grandparents had cancer. Getting involved with WICC was the thing for me to do.” Jacob Singh, branch director of Intact Insurance in Vancouver and co-chair of WICC B.C., got involved with WICC in 2012: “WICC is a great cause. And I’m now in my third term as co-chair for WICC in B.C. The overwhelming thing I find Singh rewarding about WICC is the insurance industry coming together for a common cause in really looking for a solution in the battle against cancer.”

WICC Alberta Donna Brown, a director with Intact Insurance in Calgary, is chairman of the board for WICC Alberta and one of the founders of the Alberta chapter. Her mother and one of her closest friends died from cancer: “We had our founding meeting in Alberta with Lois Yanke of Cedar Brown Square Insurance in Medicine Hat in 1999. She had been approached by WICC Ontario about starting up in Alberta. We got some other women in Calgary interested and that’s how we got going. Even before we were officially formed, we got a $25,000 donation from a charity golf tournament. We thought we had the world by the tail.” Sacha Carey, with Arthur J. Gallagher, is chair of WICC Alberta: “Joining the board was a no-brainer. When approached by

Donna Brown years ago and asked to join the board, I was automatically drawn in by the commitment and enthusiasm the entire Alberta board had, and still has, for the cause. The energy is contagious and drives us to do our very best with the funds our Carey community raises for us to use in our fight against cancer.”

WICC Quebec Sam Hasbani, a director at Opta Information Intelligence, part of SCM Insurance Services, is co-chair of the Quebec chapter of WICC. He got involved because Jean Bertrand, who was WICC Quebec chair, urged him to join: “I had always done a lot of volunteer work. And when Hasbani Jean approached me, I immediately said yes: I see myself as mentoring the younger generation, getting them involved. I’ve been part of the insurance industry for 40 years, and I have a lot of contacts who can, and do, contribute to WICC’s cause.” Jean Bertrand, with Chubb, joined WICC Quebec in 2011 and is currently co-chair of the chapter. Quebec organizes special events to raise Bertrand awareness and fundraise for the Canadian Cancer Society, and the chapter hopes to bring in $130,000 for WICC this year: “As an industry we have a great ability to mobilize and get serious money together to help the cause.” IP Insurance People  September 2017  25

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Economical employees set the wheels in motion to raise $5,000 for the Heart and Stroke Foundation.


New approach to charitable giving is a hit


ith all the worthy Canadian charities out there, how does Economical decide which ones to support? It doesn’t – at least not for a significant portion of the company’s community-giving funds. Thanks to a new dollar-matching program introduced last year called My Charity, employees choose where the money goes. Doug Maybee, manager of public and media relations, explains that those who donate a minimum of $25 to their favourite CRA-registered charity will have the company match their donation up to an annual maximum of $100. And it’s been a hit. “We did a soft launch of My Charity late in the fourth quarter last year, so employees had only a few weeks to act within the 2016 window,” he notes. “But the response was incredible: We ended up benefiting 115 organizations right out of the gate, so we knew we’d made the right decision to go this route.” Though the company has a longstanding history of involving staff in community fundraising campaigns, the move to employee-directed giving resulted from extensive research. The team looked at study after study that showed a clear correlation between this personal26  September 2017  Insurance People

ized approach and engagement. Because everyone has different affiliations and causes they care about, it also held the appeal of satisfying the most employees. Maybee says his team has received unsolicited feedback indicating that it means a lot to employees that Economical supports what matters to them as

The Vancouver team voted for B.C. Children’s Hospital in Economical’s Choose Your Charity.

individuals. From the Wildlife Conservation Society of Canada to the Snowsuit Fund, this growing list of organizations is impressive in its variety and reach. For another part of this multi-faceted program, Maybee drew inspiration from a successful initiative in the Halifax office. Employees there had raised money for the local food bank and then presented the cheque as a group. “I remembered

hearing from our VP out there how delivering the funds in person had really resonated with his team,” he says. “Seeing the difference they were making made it all the more meaningful for them.” That’s where part two of the company’s revamped program comes in. Each year, Economical now allocates $5,000 to each of its offices across the country through its Choose Your Charity initiative. Everyone gets a chance to nominate and then vote on which local organization should receive that funding. The icing on the cake, says Maybee, is that they’re also personally involved in delivering the cheque and touring the charity. These new initiatives dovetail nicely with the company’s existing volunteer program, which features similar components. Every year Economical employees get paid time off to volunteer wherever they wish, on their own or with their colleagues. For the team at Economical, it’s gratifying how all the pieces of the company’s social responsibility program now link. “One of our corporate values is that we’re stronger together,” says Maybee. “My Charity, Choose Your Charity and our volunteering opportunities all underline that sentiment while also empowering individuals to make a difference where they want to.” To learn more, visit IP

The first 72 hours are the most crucial after a disaster. Being prepared for a catastrophe is half the battle. That’s why Economical is proud to partner with the Canadian Red Cross to deliver personal emergency preparedness training to thousands of Canadians each year, arming them with the tools to navigate through those first important days.

Get ready for the future, with us.






Economical Insurance includes the following companies: Economical Mutual Insurance Company, The Missisquoi Insurance Company, Perth Insurance Company, Waterloo Insurance Company, Family Insurance Solutions Inc., Sonnet Insurance Company, Petline Insurance Company. Š2017 Economical Insurance. All rights reserved. All Economical intellectual property, including but not limited to EconomicalŽ and related trademarks, names and logos are the property of Economical Mutual Insurance Company and/or its subsidiaries and/or affiliates and are registered and/or used in Canada. All other intellectual property is the property of their respective owners.










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Fostering strong communities in every way that counts


employees who want to dress down for systems, networking and threat-analysis andy Owens, corporate the day can donate a fee to the Canadian awareness.” business development Cancer Society. “At our Christmas party, The company has a long track record manager for The Portage the staff buy tickets to win prizes, and the of donating to major charities like the Mutual Insurance Commoney we raise goes to a different charity Heart and Stroke Foundation and the pany, based in Portage every year,” says Owens. Canadian Cancer Society. But, as Owens la Prairie, Man., feels explains, they’re also a “grassroots giver” strongly about the company’s philosophy Since 2011 Owens and a group of other that supports local causes. that giving back to others is men in the office have participated in Mo“We have branch offices important. vember, raising money for men’s health by across Canada and we like to With its many different growing moustaches in November. focus on giving to community partnerships across Canada, “We’re now over the $35,000 mark in centres and community arePortage Mutual has a strong donations,” he says. “It’s a chance to draw nas because they really are the sense of corporate responsiattention to issues like testicular cancer heart of the community. bility. “We’re a stakeholder in and mental health. It’s a fun challenge to “Here in Portage la Prairie, the community and we want see who can get the most donations.” we’ve helped out with buildto support that community Since the 1950s, the company has paring a community centre that by giving back,” he explains. ticipated in a program that provides burOwens has two arenas and a wave “Plain and simple.” saries to graduating high school students pool. It’s a tangible thing that increases As Owens points out, this philosophy across the country. “The brokers who the quality of life for everybody.” is about more than just cutting a cheque. sell our product contribute money every The company has also contributed It is embedded in our culture as shown year for us to manage,” explains Owens. a trailer system that folds out into a by our employees who utilize their “Then our brokers award the bursaries massive portable stage that can be used personal days to volunteer for a favourite from the money we collect.” We have a across the province. It’s the kind of asset charity. “It’s about donating your time random draw involving any broker who that Owens feels “continually breathes and talent as well as your treasure,” he participated. And if their brokerage name life into your community.” says. Committing to community service is drawn, a student in their community Company policy ensures that giving “is just another great part of our mutualwill receive from 750 to 1,000 dollars is part of our culture. On casual Fridays, ity while we complete our day-to-day job. Continued on page 36 Portage has a long and venerable history, and gives to a wide range of charities that include hospitals and community groups. At the same time, Owens says, Portage is responsive to donating to communities suddenly in distress. “We did that with the forest fires in Alberta.” Portage gives back to organizations that help keep communities safe, including programs with firefighters who work tirelessly to promote fire safety at work, home and school. Portage Mutual also supports organizations that promote cyber safety. For example, Portage is a “gold sponsor” of the Canadian Cyber Defense Challenge. CCDC, Owens explains, is a conference – for students, educators and IT professionals – that helps foster innovative cyber practices and technologies. “Among many other cyber-related Since 2011, a group of men from Portage Mutual have participated in Movember, objectives,” Owens says, “CCDC helps raising money for men’s health by growing moustaches during November. They have to develop essential computer-operating collected more than $35,000 in donations with the event.

Insurance People  September 2017  29

GIVING BACK IS OUR MIDDLE NAME. Burns & Wilcox is a proud supporter of the local communities that have helped us become a global leader.

Commercial | Professional | Personal | Cross Border | Binding | Risk Management Services



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Integrating community service into corporate culture

What does Burns & Wilcox Canada do to support the local community?

Jodie Kaufman Davis (JKD): As a company, we are very focused on continual involvement in our community with local charitable endeavours throughout the year – not just during the holiday season. In Canada, we have a new charitable project each month, ranging from clothing and food drives to monetary donations and sponsorships. With our monthly charity programs, we find giving opportunities that employees can access easily and that go beyond monetary donations. Right now we have a clothing bin in our common area in Toronto to collect non-perishable food items for a local food bank. In August, we are supporting an insurance industry program to provide gently-used business clothes for women. The program’s goal is to help them get back into the workforce by providing them with interview outfits. Additionally, we hold internal events to engage and inform our employees, such as brain games night. All employees could participate in this event to support one of the leading research institutions for brain health. Every employee donation was matched, and many team members continue to be involved with initiatives there. Burns & Wilcox Canada makes every effort to support community activities with key partners, such as Lloyd’s of London. With Lloyd’s, our team helps build homes for Canadians in need. As an organization, we continually strive to identify opportunities to donate and instill a sense of giving in our employees. How do you encourage employees to get involved?

JKD: An organization is only as strong as its employees. Burns & Wilcox Canada

embodies that. Its goal is to make a greater community impact through our own professionals. To jumpstart this process, everyone can take a full day off per year to give back to their organization of choice. Involving employees is more important than giving money. Everyone is

Jodie Kaufman Davis

welcome to suggest programs to leadership. For example, a staff member in our Toronto office mentors struggling youth, and another employee supports a group that inspires young girls to gain confidence. Additionally, we motivate employees to join the local boards of community and insurance organizations, such as the Young Insurance Professionals of Toronto. In fact, our very own Patricia Sheridan volunteers as Director of Member Relations with that group. For all employee-led initiatives, Burns

& Wilcox Canada matches their donations dollar for dollar. The company works daily to ensure that giving back to the community is integral to our corporate culture.

Tell us about how this fits in with the company’s founding principles.

JKD: As part of the H.W. Kaufman Financial Group culture, we consistently give back to the communities in which we do business. We embrace the responsibility of dedicating time and resources to those organizations important to our communities and our professionals. For this reason, we presented the Burns & Wilcox Award for Philanthropy and Community Service at the 2016 Insurance Business awards in Toronto. Giving is part of our family heritage as well as our company culture. Ever since my grandfather, Herbert W. Kaufman, created the company in 1969, philanthropy has been a key part of our leadership model. To this day my father, Alan Jay Kaufman – chairman, president, and CEO of H.W. Kaufman Financial Group and Burns & Wilcox – carries the torch through his leadership. As a third-generation leader, my objective is to inspire our professionals to be their best at work and in the community. Giving back is simply part of who we are, and that will never change. IP n    n    n

Jodie Kaufman Davis is corporate VP, Kaufman Financial Group and managing director, Burns & Wilcox Canada. Jodie leads operations in Canada, playing an integral role in the development and execution of the MGA’s overall growth strategy. Under her direction, Burns & Wilcox Canada has increased its amount of premium written by more than 120 per cent and headcount by more than 80 per cent. For more information, visit: Insurance People  September 2017  31

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The Toronto office of Markel participates in the annual Big Bike Event, which raises money for the Heart and Stroke Foundation of Canada. The event is a 20-minute trip along city streets on a 29-seat bicycle.


Supporting community and building camaraderie


ngaging employees to support their community, while fostering a sense of teamwork, is part of Markel Canada’s philosophy of giving back. One example? In Toronto, one of the regular office events is casual Fridays when employees who choose to dress down donate a small amount from their paycheques to the Salvation Army. The Toronto office of Markel also participates in the annual Big Bike Event, which raises money for the Heart and Stroke Foundation of Canada. The event is a 20-minute trip along city streets on a 29-seat bicycle. For years, Markel has entered a Big Bike team to ride for the cause. The people riding the bicycle have 32  September 2017  Insurance People

to pedal as a team to get it moving. It’s about team building. “Everybody gets excited to participate. It’s full of energy and there’s a lot of camaraderie,” says the social committee. “The organization celebrates our work by providing a staff lunch and participating in games and activities before the bike ride. It’s a full morning of fun and a great way to raise awareness for the Heart and Stroke Foundation.” Markel also participates in Toronto’s WE Day. An internationally renowned event spanning 19 cities in Canada, the U.S., the U.K. and the Caribbean, WE Day celebrates youth empowerment while benefitting Free the Children. WE Day in each city brings together worldrenowned speakers, A-list performers

and tens of thousands of young people to celebrate their contributions and inspire them to improve their communities. Volunteers from Markel help to organize this large event. Markel supports a wide range of charities, including local organizations that may not get as much attention as the larger and better known ones. Every year, Markel’s social committee chooses a local charity to support through year-round fundraising activities. Members of the committee bring forth social issues that are personal to themselves, and research different charities and how they are administrated before choosing which to support for the year. Last year, the company raised money Continued on page 36

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Community Legacy

The Aviva Community Fund is back We’re donating over $1 million this year The Aviva Community Fund is back for a ninth year and in honour of Canada’s 150th, we’re introducing a new idea category – Community Legacy! We’re inviting Canadians between the ages of 18 and 25 to submit their climate change and environment ideas for the chance to win $150,000. We care so much about creating legacy and paying it forward to future generations that this prize is above our usual $1 million payout. Visit to learn more. Submissions open September 13, voting begins October 10, finalists are revealed November 1 and winners are announced December 5. Aviva brokers can log in to to vote for ideas. Insurance – Home | Auto | Leisure & Lifestyle | Business | Surety Aviva and the Aviva logo are trademarks used under licence by the licensor.

Community Fund



2 0 17

The students and faculty at Tecumseh Vista Academy in Ontario and members of Cypher Systems Group accept the $100,000 Aviva Community Fund cheque.


Your legacy is our legacy Thank you for continuing to support the Aviva Community Fund


By Erin Sandel

ince 2009, Aviva’s broker partners have been vital to the success of the Aviva Community Fund (ACF). Thanks to their commitment to giving back and willingness to support community initiatives, Aviva has awarded $7.5 million to over 250 charities and community groups nationwide. For an idea to win funding, broker support is the key to success. That’s because each year, the idea with the most broker votes automatically becomes a finalist. 2016 was a record-breaking year for broker engagement, with 340 brokers casting 24,000 votes for 318 different ideas. This engagement made all the difference for the community of Tecumseh, Ont. After receiving over 740 votes from

Cypher Systems Group, their idea – Pathway to Progress: Building a Resilient Future – became the top-ranked brokersupported idea and won $100,000. “When I saw that we were the topranked broker-supported idea, I couldn’t believe it,” said Heidi Hotz Nourse, parent council member at Tecumseh Vista Academy. “Cypher Systems Group truly went above and beyond to support us.” Tecumseh Vista Academy, a kindergarten to grade 12 school with over 1,600 students, submitted an idea to the Aviva Community Fund two years in a row. It needed funding to build a 1 km-long pathway to link their schoolyard to nearby neighbourhoods, other schools, the senior citizen community and an adjacent conservation area. The pathway would allow students to walk and bike to school, participate in outdoor classrooms and learn to preserve the environment by maintaining community gardens, native and at-risk species, butterfly and bat houses and more. When Stephen Savage, president of Cypher Systems Group, heard about the idea, he knew he wanted to get behind it and encourage people to vote for it.

“We supported the idea two years in a row because we truly believed in it,” said Savage. “We were delighted when the school submitted the idea a second time. We started a campaign in our brokerages and sent out an email blast with more information on the project. Everyone was willing to get on board and vote because they saw that the idea would benefit not only the students but the entire community.” This year, it’s especially worthwhile to get involved in ACF. In honour of Canada’s 150th, there’s a new idea category – Community Legacy. Canadians between the ages of 18 and 25 can submit their climate change and environment ideas for the chance to win $150,000. Aviva cares so much about creating a legacy and paying it forward to future generations that this prize is above the usual $1 million payout. “This new category is a great way for you to be innovative, creative and think boldly about what you can do,” said Tessica Truong, named one of 2016’s top 25 environmentalists under 25. “Whether it’s through technology, research, collaborating with different Insurance People  September 2017  35

groups or bringing networks together, there are so many ways our energy, time and ideas can have a positive impact on the environment.” Idea submission for the 2017 Aviva Community Fund opens September 13. Voting opens October 10, finalists are announced November 1 and winners are announced December 5. The winner of the new Community Legacy category will receive $150,000 to implement their

idea within two years. The remaining finalists will receive $5,000 to donate to their charity of choice. “It’s so exciting that the Aviva Community Fund is focusing on young people in Canada,” Truong said. “Not just looking back at the past but forward at what the next 150 years looks like.” Aviva broker partners can also submit ideas on behalf of their communities, or log into the ACF website through aviva- to find local ideas to support. “The Aviva Community Fund gives brokers the opportunity to support the projects we care about and leave a bit of a legacy in our own communities,” Savage said. “In my opinion, we should take advantage of that and support as many ideas as possible.” IP n    n    n

Erin Sandel is a communications specialist at Aviva Canada.

Portage mutual Continued from page 29

for their education. Typically we award eight bursaries annually. “I’ve met a few of the parents of the recipients and they said that it makes a world of difference to their children.” This teamwork between the company and brokers from across the country pays benefits to both parties. As Owens observes: “The brokers are the eyes and ears of their communities. They help guide us to what’s needed out there. So it’s a unique opportunity that creates a strong bond, linking us together in a personal way.” “When you give back, the goodwill just spreads,” explains Owens. “It’s something you can always feel good about.” It is who we are, says Owens with John Mitchell, president and CEO, pointing out that the mission statement includes that Mitchell Portage Mutual will share its successes with the communities in which it operates. The staff of Portage Mutual are proud to work for a company with a long-standing tradition of reaching out to a wide variety of community groups in need. IP

Portage Mutual helped to build a community centre in Portage la Prairie that has two arenas and a wave pool. 36  September 2017  Insurance People

Markel’s social committee overseeing Smoothie Day to raise money for Toronto’s Red Door Family Shelter.


Continued from page 32

for WoodGreen Community Services, an agency that supports needy families in the Toronto area. One of the fundraising activities was an office competition to put together Christmas gift baskets. Each office team was responsible for a different gift basket. “There was a seniors’ basket, a youth basket and a children’s basket,” explains the social committee. “There was a prize for the winning team and everybody really got into it. It was so much fun and WoodGreen was really happy.” This year, the social committee voted to support Toronto’s Red Door Family Shelter, an organization that helps women who are escaping violence. To raise money for Red Door, Markel has organized raffles and a Smoothie Day to sell smoothies.

Company policy ensures that the range of charitable donations isn’t limited to the choices of the social committee. If an employee feels strongly about a charity, Markel provides an incentive to contribute. How does it work? Markel provides a matching donation up to $500 to the charity that an employee decides to support. That can be a donation to a single organization or split between several organizations. Markel encourages decision-making that benefits everyone. Their belief is that serving the community builds a sense of trust, respect and camaraderie in the company. “Giving back means so many different things,” the social committee observes. “As an organization, we’ve been offered the tools to give back to the community. In doing so, we’re giving back to each other as well. There’s a real feeling of empowerment.” IP


Continued from page 16

of a participating registered Canadian charity when they buy home or auto insurance from participating Aviva brokers. Participating brokers will be able to add their local charities. Learn more about the program at

This & That

Bridges to Community Canada’s annual Rock the Pacific! Vancouver Fundraiser will be October 19. Details will soon be available at…BFL Canada has appointed Norman M. Steinberg to the board of directors of First Lion Holdings, BFL Canada’s Steinberg holding corporation…Strone’s Bracebridge, Ont., location has moved to 345 Ecclestone Dr., Unit F7, Bracebridge, Ont….EFI Finley Global has appointed Russell Finley as senior professional Continued on page 46

Seniors behind the wheel

As Canadian boomers age, the number of elderly drivers on the roads increases, making the question of how to determine when a person is unfit to drive even more important. However, a recent national survey from State Farm Canada showed that Canadians are conflicted when it comes to the balance between road safety and the autonomy associated with driving. While 33 per cent of respondents said they have had a conversation with a senior family member about giving up their licence due to safety concerns, only two per cent of the seniors said that a family member has had that conversation with them. For those who had the conversation with their senior family members, 80 per cent experienced resistance from the family member. Seniors are reluctant to give up driving, with 26 per cent saying they want to keep their licence past 85 years of age. The biggest factors in their desire to keep driving are loss of independence, lack of awareness about the warning signs of driving incapacity, the lack of public transportation and the cost of taxis. When the time finally comes to give up their licence, 94 per cent of seniors in the survey indicated advice from a medical professional as the biggest factor affecting their decision, followed by concerned family members and friends, and a collision. IP

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Mud Heroines

a, Lorena Mirand stant, si as g in rit rw de un er, pi ap Fr e Lucie Le d Liliana an , er ad le am te rwriting Barradas, unde ril Ap assistant from sard, Que., Canada’s Bros d after an office before Mud in g tin participa Bruno, St t on M in o er H a mud o, er H ud Que. M a 6 km of g run consistin more or 18 th wi course Special ed m obstacles, na da as its Olympics Cana rtner for pa ity official char . 2017

Before... Edmonton Pond Gala

Andrew Happer, se.” with CEP“Gordie the Goo Sintra, holding l nan, most loya Keegan McLen onton Pond, dm gander of the E as and Farina om Th s Nichola McLennan.

at Cruisde o B l a u n n A rd YIPT 3 nce Professionals of Toronto crtuiinse Young Insura nto islands and harbourfron ro through the To e Obsession II. th d ar bo on June

e The Blue Goos Spring nd Po n Edmonto in e Gala took plac onton May at the Edm ee r Cr ve Ri at tt rio ar M la had Resort. The Ga 0 20 y el at im ox pr ap stry insurance indu d an es tiv ta en es pr re ance nd te at guests in 500 2, $1 ed is ra d an els he W on ls for Mea n. to on m Ed

Edge Walk

ni, Karim Chanda ub with H International in e Vancouver, chos to conquer his fear of heights ge by doing an ed e th nd ou ar walk CN exterior of the o nt ro To in r Towe ub in July. “My H International coach, Darlene of Diplock, and VP , es dd Ge sales, Tim always stress to s, ar conquer your fe e! tic ac pr d an n lear st ju do to I decided !” that

...After! an The Gary Dorm Charity Golf Tournament

f an Charity Gol The Gary Dorm place for the ok Tournament to orthview Golf ly at N 17th year in Ju lub in Surrey, B.C. C ry nt & Cou than s raised more ion ha t en ev e Th pt ce in e its $330,000 sinc add another to ed ct pe ex ar. and was at total this ye $30,000 to th the funds are rtion of Each year a po Lion’s Gate Hospital e th to ts donated d other recipien Foundation, an Vancouver Food The have included d Covenant House. Bank an

e, Intact Insuranc Neil Grannary, ll, Schill Insurance, Schi Vancouver; Al ngh, Intact Insurance, Si b co n, Surrey; Ja Gary Connauto d an r; ve ou rt Vanc Po in e Insuranc MacDermott’s Alberni. nthia Tam, with Sae Kerr and Cy and Laura Jones n, Kerr’s Recognitio d Irina Lordache from an Travelers Canada in Vancouver.

Community Barbecue

ver Mutual In July Red Ri community staff hosted a , Man., to na to barbecue in Al e Manitoba th raise funds for ciation’s Camping Asso helps , which Sunshine Fund camp each to send children event raised e Th . er m sum $1,000. and Dana Kim Scherger e Manitoba Moroz from th ciation and so As Camping ual Social Red River Mut rs Cindy be em M Committee an Meg Ursel Doerksen and hot dogs e rv helped se up ring the du and drinks rbecue. community ba

Insurance People  September 2017  39


Great Canadia n Shoreline Cleanup

1 Dartmouth’s te am leader Jenn selfie with the team in Halifa ie Ewert takes a x. 2 (front row)Jody McLeo d an d Denise Sempl the Mississauga e fr Lynda Silk from office and (back row) Maia om Pollioni, th e M is sissauga office Maldonado from and Siriphone th e To ro nt o head office, po World Wildlife se with the Fund Panda. 3 Lind a Beaulieu from RSA’s Québec City office. 1


More than 185 from RSA Can employees ad the company’s a took part in Canadian Shorefirst-ever Great campaign in Ju line Cleanup ne. Teams worked up shores at lo together to clean Edmonton, Cal cations in Vancouver, City, Sherbrook gary, Toronto, Québec e, Montreal, S t. John’s and Halifax.

IINS Golf Tournament The 1

9th Annua Golf Tournamen l CIP Society Insurance Inst t hosted by the itu at Lost Creek G te of Nova Scotia Bank, N.S., in olf Club in Beaver July was a sold event. out Grant Rhyno, Michelle Murph Kim Rhyno, from Contrast y and Bill Murphy, E the Sponsor S ngineering, accept pi company. The rit Award for their aw the most fun te ard is given for by the players. e display as voted Gordie Giles, In ta Andrew Dunlap, ct Insurance; Contrast D Janet Dunlap, Marsh Adjustm KI; and Chris Ged des, Portage M ent; utual Insurance. 40  September 2017  Insurance People

CIP Society Okanagan Boa t C r uise The Insurance

Instit hosted the CIP ute of B.C. Society 4th Annual Okana at Okanagan La gan Boat Cruise ke July. The netw in Kelowna in orking event w as sponsored by To tal Restoration Services. Vivian W Insurance, Kel agner, Capri Cederstrand, E owna; Rosalie xcel Vancouver; Car Insurance, ol Ann Slack, Economical Vancouver; and Insurance, Te Capri Insuranc rry Leibel, e, Kelowna.

Wayne Oye and Lorie Oye with Total Restoration Services, Kelowna.

Winnie Hon Peace Hills In , Insurance Institute of B.C.; Vancouver; and surance, Vancouver; Rachel Les Chabai, Che Trish Anderson, Capri Insuranc ong, BI&I, e, Kelowna.

Take a Shot!

If you’re hostin g career fair, educ an event – fundraiser, ation session, building activi team ty, etc. – we w ant to hear about it. Sho up to! Please em w us what you’re with informatio ail photos, along n editor@insuranc about your event, to Insurance People  September 2017  41



Email Storefront suggestions to

Camille Scott (left), owner and operator of Crossfield Agencies in Crossfield, Alta., and her staff.

Crossfield Agencies, Crossfield, Alta.

Doing what needs to be done By John Lekich


or the last seven years, Camille Scott has been the owner and operator of Crossfield Agencies in Crossfield, Alta., a community of about 3,000 located 40 kilometres north of Calgary. In addition to running her brokerage, Scott is a wife, mother and rancher. “It’s all intertwined,” she says. Cheerful and upbeat, Scott has clearly learned the art of multi-tasking. When asked how she manages to handle all her responsibilities, she explains: “Sometimes there don’t seem to be enough hours in the day. But I don’t know if I consider it a challenge. It’s more a matter of just doing what needs to be done.” Scott is no stranger to the insurance industry. She was in high school when her parents had their first brokerage in Saskatoon. “I did things like pull staples out of the carpet and empty the garbage,” she laughs. Later, she was directly 42  September 2017  Insurance People

involved with her parents’ livestock insurance company. Thanks to that experience, she learned about running a family brokerage. It prepared her for running Crossfield Agencies. “I knew the rewards. But I also knew it wouldn’t be an easy venture. A lot of people think that running your own business allows you the freedom to set your own hours and take a vacation whenever you want. Actually, it’s just the opposite.” “I grew up with the phone ringing at dinner time because somebody wanted to discuss a claim,” she recalls. “I can remember my mum lugging home huge boxes of files because she’d have work to do in the evenings. My parents made me understand that it’s not the kind of job where you can turn the lights off at five o’clock and assume the work is done.”

Scott went into insurance after extensive experience in the cattle industry. “Like most farm girls, I wanted to be a vet,” she says. Her degree in Animal Science from Colorado State University led to such jobs as breed development officer for the Canadian Angus Association and quality assurance manager at Balzac Alberta’s Rancher’s Beef. Her rancher husband Jonathan suggested that she investigate buying Crossfield Agencies from previous owner Hal Koop, who was gearing up for retirement. It proved to be a good fit, even though she had to work her schedule around ranch life and a growing family. At the brokerage, she trained for a year with Koop, getting to know the business and her future clients. Within the first year, she’d bought the business

while earning her CAIB certification. She credits the support of family as well as two of the brokerage’s longtime staffers – brokers Heather Swain and Karla Jones – for her smooth transition. “I’m grateful to Hal for giving me the opportunity to take over his company,” she says. “Crossfield is a really loyal community,” she adds. “When I purchased the business, they were really supportive of me and gave me a shot at looking after their needs. A lot of the clients have been with the brokerage for many years. And I’m happy to say that most of them are still here.” Despite the demands of running the brokerage, she hasn’t strayed far from the rural lifestyle she loves. Along with her husband Jonathan – whose family has roots in the community going back nearly a hundred years – she also runs the family ranch, which includes 350 head purebred Angus cattle. The couple have two children, daughter Shelby, nine, and a seven-year-old boy named Bow, named after the river in Alberta. She calls running the ranch a “true partnership.” Scott handles all the paperwork while her husband is in charge of the hands-on tasks. “Some people think of farming and ranching as work,” she observes. “But for us it’s really a way of life. We enjoy working with animals and our kids are right there beside us.” As Scott explains, the income from the brokerage helps them to enjoy running the ranch. “They say that behind every good rancher is a wife who works in town,” she laughs. “I hate that saying. But, at the same time, it’s the absolute truth.” Scott’s familiarity with ranch life has benefitted her brokerage. “I would say my real niche has turned out to be farm insurance. I’ve really grown that side of the business. Not many people can say that their insurance broker is an active farmer and rancher herself. Clients appreciate that we know a particular piece of equipment and what it’s used for.” In addition to Scott, the brokerage has a staff of five. They include Jones and Swain as well as Kelly Jobin who has almost completed her FCIP. “That’s a really big deal,” says Scott. “Especially in a small town.” Becky Lehto has recently joined the company as a trainee. “She has so much potential,” says Scott of Lehto. “I can’t wait to see how she grows in her position.” When asked if there were any surprises

when she first took over the business, Scott observes: “There’s a real art to managing people. You can’t learn it by reading a book or taking an exam. But I discovered that I have a passion for helping my employees with their own

Camille Scott with her husband, Jonathan, and their daughter Shelby, nine, and son Bow, seven, at their family ranch.

objectives and goals. When my team is happy, I’m happy too. And, from a business perspective, studies show that happy employees are more productive.” Serving her clients’ needs is also im-

portant to Scott. “My cellphone is always on if a client needs me. They always say things like: ‘I’m sorry to bother you at home on the weekend.’ But I truly don’t mind. This business is all about making connections with people.” In terms of community service, Scott devotes a lot of time to the local 4-H club, an organization instrumental in shaping her future while she was growing up. Asked what she does to relax, she says: “I guess if I had any hobbies, it would be spending time with my family. We go camping. And my daughter started 4-H this year.” If her life seems full, that’s just the way Scott likes it. “Every day, when you look back, you can feel a sense of accomplishment,” she says. “It just makes you feel good to know that you’re moving forward. You only have so much time on this earth and you want to make the most of it.” “I wouldn’t be where I am today without my family and I want to make them proud,” she adds. “I hope that I’m teaching my kids that success is when hard work meets opportunity.” IP

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Joining forces s Louis

Bois helped to establish Courtiers Unis as a rallying point for small independent brokers in need of stronger bargaining power in the market. Today, the organization has 100 members from across Quebec. Bois serves as its president – while also running the Quebec City brokerage established in 1963 by his parents. By Ron Shorvoyce 44  September 2017  Insurance People


rominent insurance broker Louis Bois has a connection to one of the luminaries of Canadian history. He owns a townhouse in Quebec City that was once rented by Louis-Joseph Montcalm, the French general also known as the Marquis de Montcalm. General Montcalm is best remembered for losing an epic battle more than two centuries ago that effectively gave English forces control of Canada. The fight pitted Montcalm’s men against those of General James Wolfe, the commander of the English side. The battle in September 1759 – on a plateau near Quebec City – lasted less than Chabot an hour. Wolfe and Montcalm both died of the injuries they suffered in the skirmish – Wolfe on the day of the battle, Montcalm the next day. Bois’ two-story townhouse has four rooms, two of them bedrooms. Each room has its own fireplace. “It’s very, very old but very comfortable,” says Bois.

The property at 49 rue des Remparts is in Old Quebec, which, with its cobblestone streets, resembles an old European city. There’s nothing like it anywhere else in Canada. The home is minutes away from Bois’ office at Courtiers Unis, an independent network of insurance brokerages he helped found with two associates in 1989. Four shareholders now manage the network or “banner” as Bois describes it. Bois, 62, was born and raised in Quebec City. After college he enrolled at Laval University to study administration but eventually decided that university was not for him. “My father had a brokerage office and it was very natural to get into insurance,” Bois says. “I love people and I like negotiating, and so insurance came naturally to me.” He soon got a job with Great West Life. From 1976 to 1978, he worked as a life agent, and sold property and casualty insurance and health products. “I learned a lot from them,” he says. After two years he joined the family brokerage, Armand Bois Ltée., in Quebec City, later buying the operation in 1983. His father Armand, a Second World War veteran, and his mother Berthe established the brokerage in 1963. Previously, Armand had also worked with Great West Life and had served a term as mayor of Les Saules, Que., which was then a municipality within Quebec City. He was also a provincial politician. Elected as a Member of the Quebec National Assembly in 1970 for the Ralliement créditiste, he lost his bid for re-election in 1973. Armand retired from the business at age 67. His wife died in 1996, and he died in 2001 at the age of 81. “The brokerage was a very small business with three staff members: my father, my mother and one other. The business was operated out of the family home and it had to supply the income for a family with nine children, four brothers and five sisters,” says Bois. Bois says working in the family business was both easy and difficult. “I had a lot to learn. Working with this family is not so easy,” laughs Bois. “But at the end of the day you’re sure to have a good reference.” Long-time associate, John Morin of Montreal, part owner of P. Morin Courtiér en Assurances, describes Bois as passionate about the insurance industry and the independent brokerage network.

throughout the industry. It offers advice “He’d wake up the older guys in the FAMILY & FUN and practical services to its members. Its business with his passion for the indusmembers offer personal lines and comtry. He’s a broker through and through. • In addition to Caroline, Louis Bois mercial insurance in addition to financial He got that from his dad … He and I and his wife have one other adult services. Head office is in Beauport, a have always been where the action is, and child, Julien, 33, who works with the suburb northeast of Quebec City. he became quite the guy in the industry. Government of Quebec. “In the last five He’s really good with • Bois has seven siblings still living. A years more than 30 people, too. When sister, Madelaine, passed away last brokerages joined the he talks you really November at the age of 60 after a banner of Courtiers believe him. He’s got battle with cancer. Unis. Brokers pay an good rapport with • One of Bois’ brothers, André, is also annual contribution people. He’s selfin the insurance business, workin order to become a assured but at times ing as a lawyer for the RCCAQ, the member and to share questions himself as association representing insurance the benefits,” Bois well. And that’s good: brokers in Quebec. says. I like that mix.” • Bois likes reading scientific journals Courtiers Unis Bois started and books about philosophy. now has four equal Courtiers Unis (in • Aside from his historic townhouse shareholders, and English: United Broat 49 rue des Remparts, Bois and his Bois serves as its kers) with two close wife have a cottage at Lac Sergent, president. Bois says associates – Michel Bois’ wife Pascale looks after adabout 40 minutes from Quebec City. Bertrand and Claude ministrative matters at Armand Bois the objective is to “In the summer on weekends, I work grow the banner and Chabot – because the Ltée., and his daughter Caroline is a in my yard there. This is my way of sustain business. market, he says, was relaxing.” He also spends time kayaklicensed broker at the firm. At his own family ing and walking in the woods. restricted for small, brokerage, Armand Bois Ltée., a staff • Bois and his wife enjoy travelling low-volume firms, and there was a need of five includes Bois’ wife of 39 years, and taking trips to Europe. “I like the for stronger bargaining power. Courtiers countries with a bit of history, like Pascale, who looks after administrative Unis was exactly what was needed. Holland. And we’ve been to France a matters, and his daughter Caroline, 37, “Our objective was to offer our memfew times.” IP a licensed broker who also helps out at bers markets, and to negotiate agreeCourtiers Unis. IP ments and gain competitive advantage through a better relationship with the suppliers. We wanted to develop and grow while remaining independent, to Insurance Council create prosperity for our members and OF bRITISH COLUMBIA opportunities to pass their brokerages on to the next generation.” The Insurance Council of British Columbia (“Council”) is pleased to announce the Bois is a past president of the RCCAQ, election of Michael Connors, CIP, CRM as its chairperson for 2017-2018. having served in 2003–2004. He first joined the association’s board of direcMike Connors is an independent adjuster tors in 1980. He also served as a board and a partner in Payne, Travis & Associates. member of the Insurance Brokers AsPreviously, he was an independent adjuster sociation of Canada from 2004 to 2005. and partner at Can West Claims Vancouver, Chabot says he met Bois in the early an independent adjuster with Meredith Allan & 1980s through the RCCAQ. He says his Robinson, and a road adjuster with Commercial business partner is very motivated and Union Vancouver. Mr. Connors has been in has lots of ideas. the insurance industry since 1989 and was first appointed to Council in 2012. He has “The establishment of Courtiers Unis been a voting member since 2014. Active in started with a dream at first that we his community, he is a member of Runners should be stronger by joining together. of Compassion, former Vice-President of the Louis convinced me to help start the Insurance Softball League, a past coach with business. He was good with people and the Coquitlam Minor Soccer League, and a knows the insurance industry quite well, member of Nanaimo Ultimate Frisbee. He is an which was good in establishing Courtiers ambassador with Career Connections for the Unis. He’s a very good salesman and we Insurance Institute of Canada. always had fun working together. And we always tell the truth even though it Council is a regulatory body established under the Financial Institutions Act, may hurt at times. We’re able to disagree responsible for the licensing and professional conduct of 38,000 insurance agents, on some points but still keep together adjusters, and salespersons doing business in British Columbia. Its mandate is to uphold the public interest in dealings with insurance licensees by promoting because we know we’re going in the same ethical and competent behaviour. Council consists of 11 voting members with direction.” representation from the life and P&C insurance industries, adjusters, and nonToday the network has about a industry persons. hundred members across Quebec and relations with a multitude of partners

Insurance People  September 2017  45

Spreading optimism

As part of Sonnet Insurance’s partnership with MURAL Festival in Montreal in June, street artist INSA created a painting inspired by optimism. Sonnet, a digitial insurance brokerage, worked with INSA to produce a piece of his infamous “Gif-iti.” The mural comes to life using the augmented-reality app, INSA’s GIF-ITI Viewer. IP


Continued from page 37

Complex Commercial Risk and Brokers’ E&O SPECIALISTS


Management services Inc. Dave Weinberg CIP

Western Regional Manager Direct: 604-678-5405

Karl Wolwertz B.Sc, CIP, CRM

Eastern Regional Manager Direct: 514-315-4512

geoscientist and hydrogeologist. He will be based in Dartmouth, N.S. Also at EFI, Taylor McGregor has joined the Moncton, N.B., office as a project manager…The fourth annual International Cyber Risk Management Conference


will be April 11-12, at the Metro Toronto Convention Centre. Visit …Envista Forensics has hired James Wheeler as technical lead for electrical engineering. Before joining Envista, Wheeler worked as a senior forensic electrical associate with 30 Forensic…Dave Gambrill Wheeler Continued on page 64

46  September 2017  Insurance People

a d v e r t i s i n g

S u pp l e m e n t

TECHNOLOGY 61 Applied Systems

Technology provides better connection for insurers, brokers and insureds

50 Encon


Be aware of internal vulnerabilities that may lead to data loss

59 InsureLine

Affordable way to gain cuttingedge tech and tools for your business

49 Intact The growing momentum of the customer-experience movement

56 Gore Mutual

55 Keal

New team marries digital expertise with underwriting skills

Strong sense of urgency to build, adapt and implement tools to meet evolving needs

52 Feature:

Q&A with a Technology Leader: Tony Carlton of Carlton Insurance

AD INDEX Applied Systems.................. 60 Encon................................. 51 Gore Mutual........................ 57 InsureLine............................ 58 Intact.................................... 48 Keal Technology.................. 54

Insurance People  September 2017  47

Stolen laptop. Malicious Code. Hacked network. The types of privacy breaches are evolving. Your business insurance should too. Intact Insurance Company’s enhanced cyber coverage provides first-party coverage for privacy breaches. In the event of a breach, we provide resources, access to tools and support to help you get back. • Increased policy limit of $25,000, $50,000, $75,000 and $100,000* to spend on related remediation costs • Cyber legal expenses coverage to help with legal fees in the event of a covered breach • No questionnaire or form is required • Remediation, business interruption and legal expense coverage for $96/yr introductory price • Access to information and services provided by IDT911, an independent service provider At Intact Insurance, we make protecting your business our priority. Contact your Broker for more information about Cyber coverage.

*Per claim and in the aggregate. Certain conditions, limitations and exclusions apply. The information that appears on this advertisement is provided to you for information purposes only. Your insurance contract prevails at all times. Please consult it for a complete description of coverage and exclusions. Non-insurance services are provided by IDT911, Inc., an independent third party. These services provided do not constitute legal advice. If you require legal advice, please consult a lawyer. Intact Financial Corporation and its affiliates assume no responsibility for making the services available to you or for your use of the services. The BIP logo is a registered trademark of the Insurance Brokers Association of Canada (IBAC). All other trademarks are property of Intact Financial Corporation used under license. © 2015, Intact Insurance Company.

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Insurance and the technologydriven customer experience and respond to customer preferences. We have become a transaction-based society – focused on speed, efficiency and accessibility. Some see this shift as negative. But, if navigated properly, it’s an opportunity for insurance companies and brokers. Today’s market offers many online solutions for brokers. For example, Intact Insurance launched Client Centre to partner with brokers to offer online quoting tools, and to ensure that customers access information the way they want. Client Centre provides customers with 24/7 access to their insurance documents, billing statements and real-time claims information. While their documents are now digitized, they know that the human touch that brokers provide is irreplaceable. Despite the shift to digital services, relationships still matter. Technological solutions merely help to reinforce the need for direct relationships with brokers.


Two and a half billion people now carry smartphones, paying bills, ordering groceries and organizing their lives at the touch of a button. Insurance companies and brokers need to meet these expectations and respond to customer preferences.


Like a small surface ripple that turns into a huge wave, the customer experience movement has been steadily gaining momentum. Today’s customers – empowered as individuals and motivated as a group – present a tricky challenge. Corporations that seem too familiar are trying too hard. But corporations that stick to the traditional and avoid innovation are forgotten. Confronting this challenge recalls Marshall McLuhan’s ageold saying: the medium is the message. And today’s medium is technology.


echnology has revolutionized how consumers expect to interact with people, brands and companies. Basic transactions have changed dramatically over the past few years:   • Banks have introduced interactive functions such as online chat forums, self-serve options and paperless solutions.   • Grocery stores have started to offer online shopping, and Amazon has partnered with grocery stories in the U.S. to offer a similar service.   • Rides, restaurants and accommodations can all be booked, paid and tracked through free smartphone apps. Two and a half billion people now carry smartphones, paying bills, ordering groceries and organizing their lives at the touch of a button. As consumers expect more self-serve and on-demand options, they turn increasingly to online platforms to manage day-to-day tasks. Insurance companies and brokers need to meet these expectations

  • Insurance is often a once-a-year transaction, which may mean that customers don’t always have the coverage they need. Offering information at the touch of a button keeps insurance top of mind, prompting greater interaction with brokers and insurance companies.   • By simplifying the insurance process, brokers and customers can focus on the complex issues that call for expert advice. The result for consumers is greater value from their brokers.   • Insurance companies and brokers sometimes face negative perceptions, largely because of misunderstandings about how rates and coverage are determined. These technologies provide more transparency and earlier and more consistent engagement with customers, thereby building trust in providers, brokers and insurance. By leveraging the technology that’s ubiquitous in other industries, insurance companies and brokers can ensure that their customers access the right coverage for them, keep insurance top of mind and benefit from enhanced interactions with their insurance brokers. IP Insurance People  September 2017  49

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Cyber security: Be very self-aware


Taking a hard look at internal weaknesses to prevent cyber attacks


to detect and contain. As a result, they are lobal cyber attacks have Verizon report’s statistics provide valusome of the costliest breaches to remedy. made splashy headlines able insights. Organizations can take steps to reduce this year, reminding   • 81 per cent of hacking-related breaches both data breaches and the cost of us that cyber attacks involved weak or stolen passwords remediation. Just a few of the strategies are real threats that   • 43 per cent of hacking-related breaches that can prevent loss are improvements impact businesses, were the result of social attacks in data governance and internal security large and small. According to the Verizon   • Over half of all breaches included awareness, multi-level authentication 2017 Data Breach Investigations Report, malware for access to highly sensitive data, and privilege misuse – the wrongful use of   • 66 per cent of malware was installed promptly updating web and server appliinformation gained through an insider’s through malicious e-mail attachments cations with new security intentional and unintenpatches. tional actions – is one of Two high-profile global the top threats that organicyber attacks – WannaCry zations face today. and Petya/GoldenEye – In this category, a stagshow that even if your gering 82 per cent of the organization was not the attacks come from within original target, it can still the organization. Whether suffer. No organization is it’s criminals hoping to hit 100 per cent secure. An the ransomware jackpot effective risk-management by using stolen employee program should map access, or health care out how a company will workers “stealing” personal respond to a cyber attack, information from patient particularly those most records, or crooks who sell likely to affect data. trade secrets to competitors Another way to shore – all organizations need up company defences is to be aware of the internal a comprehensive cyber vulnerabilities that may insurance policy, includlead to data loss. However, ing cyber-breach response different industries are vulservices. It is vital to make nerable to different types of sure that this coverage goes cyber attacks. In 2016 the following industries were Two high-profile global cyberattacks have been the WannaCry and beyond data recovery and the ones most often afPetya/GoldenEye ransomware programs. One way to shore up com- includes an investigation into the system weaknesses fected by privilege misuse: pany defences is a comprehensive cyber insurance policy. that led to the breach and   • Health care – Insider strategies to prevent future attacks. “These statistics illustrate the need misuse, miscellaneous errors (e.g., sendAs a leading managing general agent, to focus on the people in the organizaing personal data to the wrong e-mail ENCON Group offers professional lition to ensure they understand cyber address), and physical theft and loss ability, environmental, construction and exposures and how to identify them. Im  • Educational services – Cyber-espiocommercial general liability insurance, plementing stringent controls, coupled nage (data theft) and miscellaneous as well as group and retiree benefits with employee training and awareness errors programs for individuals, professionals, programs, will assist in drastically reduc  • Public administration – Cyber-espioorganizations and businesses. These are ing breaches,” said Auger. nage and miscellaneous errors all available through a national network Another report – the Ponemon   • Manufacturing – Cyber-espionage of licensed insurance brokers and plan Institute’s 2016 Cost of a Data Breach (using computer networks to gain illicadvisors. To learn more about ENCON’s Study: Canada – shows that criminal or it access to confidential information) technology program, visit malicious attacks cause 54 per cent of According to Kevin Auger, VP of MarketingTechnology. IP breaches, which often take the most time Technology Insurance at ENCON, the

50  September 2017  Insurance People

There’s so much more to buying insurance than price. Because what really matters is what happens if there is a claim. Knowing where the real risks are, being there for you and your clients, thinking outside the box to provide creative underwriting and claims solutions... That’s what drives us. Tap into ENCON’s 50+ years of experience in specialty insurance and 40 years of in-house claims management. Professional Liability, Commercial General Liability, Construction and Environmental Insurance Marketed through licensed insurance brokers.

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Q&A with a Technology Leader:

Tony Carlton of Carlton Insurance

52  September 2017  Insurance People

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A lot of the successful brokerages in Alberta he Centre for Study of Insurare bringing in a 25- to 30-year-old partner who’s ance Operations (CSIO) recently pushing the envelope. It’s almost like a different caught up with Tony Carlton, CEO of Carlton Insurance segment that they’re in charge of, which is very Brokers in Jasper, Alta., to learn smart. about his brokerage’s philosophy Q: What are the main benefits of personal and on using technology to benefit commercial lines eDocs? consumers. The brokerage has 11 employees A: The process of eDocs is second to none. offering service in p&c with a focus on transporEven when an old-school client calls in, we can tation. pull up that eDoc so much faster than if we had Carlton is one of more than 100 to go through paper files. That CSIO tech leaders across Canada. broker’s availability for a phone The Technology Leader award call or an email goes up, and promotes nine core technologies creates a better experience that essential for serving today’s digitalclients appreciate. Now in its second year, savvy consumer. On the cost side, our office has CSIO’s Technology ScoreQ: Tony, what is your philosophy saved 32 per cent on postage since card compares brokeron identifying and adopting techlast year, and we had projected nology solutions? only 25 per cent. With eDocs, you age adoption against the A: It’s got to improve processes, get efficiency in time and money provincial average of the and it’s got to improve efficiency. It to invest in more important asfollowing technologies: has to solve a problem and not add pects of your business. eDocs, CSIOnet, auto & more steps. If you can keep people’s Why is it important to have Q: habitational eForms, energy and morale up with the efa mobile-responsive website? eSignature/call-recordficiencies created by technology, A: If your website isn’t mobileing, TLS eMail security, that’s a plus. optimized, it’s almost like you’re brokerage website, SEO The only constant in our office is disrespecting your customers. and social media. Brokerchange. We tell everyone when we We’ve heard this said to us – it ages that receive a score hire them that if you cannot adapt blew me away. A responsive of 100 per cent are to change and move quickly, this is website opens the door to more deemed top performers not the industry for you. business without any words being and each year 100 are Q: What is your process for imsaid. It signals that you guys are given Technology Leader plementing any new technology? ready, you guys are up to date with status. A: I always tell the staff,“Two weeks technology. Want to see if your and we’ll review, and in 30 days you’ll Q: What role does social media forget there was ever another way.” play in your brokerage? brokerage is a TechnolYou convey your expectations and A: Facebook is the 40+ crowd ogy Leader? Visit CSIO. acknowledge that there are going to for us. Instagram is much more com/scorecard-tool. be issues, because everyone has their successful with the 25 to 40 group. Brokers are automatiown process that is “better than anyIt’s a lot of trial and error, with cally members of CSIO one else’s.” But if we can all get behind some things that work well and through their provincial each other when we’re on holidays or some things that cost a couple broker association, and sick, or out of the office for sales, then hundred bucks and fail. We’ve may create an account process is established and everyone gotten 37,000 impressions and an on to stay is working better together. insane click-through on a four-day informed on updates to Q: What is the barrier to techcampaign before, but how many industry forms, eDocs, nological innovation for insurance people call through and make a electronic proof-of-auto brokerages? sale? Is that more successful than insurance (eSlips) and A: Most owners are over 50, and a campaign with one impression other technology news. IP change is scary as heck. They can outthat made a sale? lay $20K, $30K, $40K for technology If you can catch someone with and they have to re-learn processes and teach an old their iPad on the couch and make them laugh, dog a new trick. As well, a lot of them are planning you get your personality out there, they follow the to sell the place in three to five years and they say, personality. “I’m not going to put any more money into it.” Q: What are the benefits of eSignatures? But for me, when I buy a new house or business, A: Time. The time of not tracking people down, I’d like a turn-key product – and I’ll pay for that. the time processing. The process is always 90 If these guys don’t adopt tech now, they’re going per cent done except for that one thing, that one to have to sell for a lot less because the buyer will signature. need to invest to add and re-do processes. Continued on page 68

Technology Scorecard

Insurance People  September 2017  53

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The most exciting time to work in insurance:

An innovation checkup

By Stacey Miranda

Consumer Experience

  • What do your client communications look like? Does the tone of your language fit the brand and relationship you want with your client? Is it stuffy and formal, or is it fun and friendly? How is it delivered, and is that the method your client prefers?   • How accessible are you? Can your client get information 24/7? In Ontario, new legislation will provide a discount to insureds who choose to go paperless. Some insurers provide portals that you can share with your client. Whose branding will they see? How do you want their experience to look? What if



his is probably the most exciting time in recent history to be part of this industry. For about 20 years, we have been hearing that the sky is falling in the form of big, bad direct writers grabbing market share. Today, few of us need convincing that our industry has changed and continues to change rapidly. And it’s not just about competition from directs. Service expectations and consumer attitudes have undergone a major shift. Consumers want to connect with you at the time, place, and method of their choosing. Employee attitudes are also shifting. More than ever, they want to be involved, see their impact on the business, and have their value recognized. The exciting part is a strong sense of urgency – for both the broker community and those of us on the technology side – to build, adapt and implement tools to meet buyers’ changing demands and brokers’ ever-evolving performance management needs. Innovation does not happen in a vacuum, and our work is never done. Here are some of the self-assessment questions we work through with Keal clients to help them implement change. The good news? There are solutions and options for every question.

Consumer experience is one side of the changes the insurance industry is seeing. Customers want to connect with you at the time, place, and method of their choosing.

different insurers provide their home and auto? Can they access liability slips offline on their smartphone? Keal CAP – Consumer Access Point – enables this function.   • How do you measure client loyalty and engagement? Hint: it’s not just about retention. Loyalty is about creating brand advocates, and there are ways to quantify and qualify this.   • Are your clients coming in to sign paperwork? If not, how easy have you made it for them to return signed documents? Keal clients can send documents with eSIGN or bind via integrated audio signature. Performance Management

  • What does your sales CRM look like? Is your team tracking lead sources, hit ratios and quote activities? How easy have you made this? What compliance measures or incentives are in place to ensure data quality?

  • How quickly can you onboard a new team member?   • What workflows are in place to leverage insurer integrations?   • How are you generating leads and measuring ROI on sales and marketing efforts?   • What insights can you bring to your next meeting with your insurer CL marketing rep to increase business and improve your commission position? At Keal, we are proud to lead the market with answers to these questions. From our active involvement in Canadian projects, like the Guidewire transition of several insurers, to the global market analysis of our U.S. parent, Vertafore, opportunities to grow and change are limited only by our combined imaginations. How exciting is that? IP n    n    n

Stacey Miranda is manager, Marketing & Solution Strategy, at Keal. Insurance People  September 2017  55

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Collaboration is key to Gore Mutual’s digital journey



insurer, we have an open-door policy,” echnology continues to to purchase. For example, the developsays Rustagi. “If any brokers, start-ups or change rapidly, creating ment of API-based products removes even our competitors are interested in exciting opportunities complexity and friction from the sales collaborating with us to make insurance for bold and substantive process, enabling brokers to compete better for customers and modernize the change in the insurance directly with the best online offerings. broker channel, we are happy to meet industry. In recent years, “The industry is running faster to and discuss options.” Gore Mutual has prepared its business by meet the needs of the modern customer investing in new core systems, products who increasingly wants to use digital Gore Mutual’s digital team is also and pricing solutions to help brokers outlets to research and buy insurance,” developing a new vision for connected compete, and its efforts home products in partnerhave not gone unnoticed. ship with global homeLast year, the company automation leader Fibaro. was recognized as a Model Starting this month, the Insurer and received the insurer will begin providing Digital and Omnichannel select customers with flood Technologies Award at sensors and discounts on Celent’s Innovation and other smart home devices. Insight Day in New York “Teaming up with Fibaro City for its work in develis an important step that oping uBiz, the first fully allows us to utilize the latest e-commerce commercial connected home technolinsurance platform in ogy to strengthen the value Canada. proposition that brokers can Since then, the modprovide to their customers,” ern mutual company has says Rustagi. “Our strategy continued to develop its over time is to integrate digital strategy and equip these devices with data, brokers with products and pricing and claims-mitigatechnology solutions. In tion tools to bring a totally the spring, Gore Mutual different kind of property bolstered its in-house insurance product to condigital team by adding sumers through the broker Sachin Rustagi as direcchannel.” tor of digital. Rustagi’s Gore Mutual is investing impressive resumé includes more than ever before in past positions as director Gore Mutual is investing more than ever before in technology to help technology to help brokers of e-commerce at Bell and brokers compete in the digital world. The company is committed to compete in the digital director of digital at Home greater emphasis on standardized workflow, automation, personaliza- world, and the company Capital Group. is committed to greater tion, transparency and self-service. emphasis on standardized “Our new team marries workflow, automation, personalization, Rustagi says. “We believe that in the digital expertise with strong underwrittransparency and self-service. future they will want an in-store retail ing and product development skills,” says “Ultimately, we want to enable brokers experience alongside their smartphone Rustagi. “We are beginning to operate to deliver best-in-class digital products to access insurance, and we will help more like a start-up with an agile, entreand technology solutions, and collaborabrokers respond to that.” preneurial, customer-centric mindset in tion is key to this,” Rustagi says. “We need Gore Mutual’s new digital team is a sort of innovation lab environment, to partner across the industry to develop already collaborating with brokers who and everything we do is for broker tools that can help brokers succeed in want to strengthen their digital businessdistribution.” the digital marketplace and deliver easy, es. Together, they are developing pilot He explains that Gore Mutual is simple products online so that customers projects and exploring new start-ups that committed to providing brokers with can get the coverage they want when they can bring greater value to customers. solutions that are practical, easy to want.” IP “As an innovative medium-sized understand and simple for customers 56  September 2017  Insurance People





Real cyber protection for small businesses that moving at thefor speed ofbusinesses technology. Real are cyber protection small that moving atcyberattacks the speed technology. Headlinesare have shown how recent PCI fines,of extortion payments, data restoration, have impacted businesses across the globe. legal defense and more. From stolen laptops It’s not just massive corporations being hit and phishing scams payments, to ransomware and Headlines have shown how recent cyberattacks PCI fines, extortion data restoration, cyberattacks, keeps small business anymore. Smallbusinesses businessesacross are increasingly have impacted the globe. legal defense Padlock and more. Fromyour stolen laptops being targeted too, and most don’t realize they customers protected. It’s not just massive corporations being hit and phishing scams to ransomware and need cyber protection until are it’s increasingly too late. cyberattacks, Padlock keeps your small business anymore. Small businesses Get your customers being targeted too, and most don’t realize they customers protected.the same great cyber and Padlock is our new, industry-leading cyber and data breach coverage that keeps big companies need cyber protection until it’s too late. secure atcustomers a price small afford. data breach coverage for small businesses. Get your thebusinesses same greatcan cyber and While some companies simply offer cyber Padlock is our new, industry-leading cyber and data breach coverage that keeps big companies services, Padlock provides real protection. TO FIND at OUT CONTACT YOUR secure a MORE, price small businesses can afford. data breach coverage for small businesses. BUSINESS DEVELOPMENT MANAGER. It includes coverage for business interruption, While some companies simply offer cyber services, Padlock provides real protection. TO FIND OUT MORE, CONTACT YOUR BUSINESS DEVELOPMENT MANAGER. It includes coverage forfullbusiness interruption, Please see the policy wordings for coverage details. The actual wording of a policy governs all situations. Coverage offering subject to individual risk eligibility and criteria.

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Modernize to meet the needs of your customers

hundreds of documents on he insurance marketing, tools, training and business is very more – and it’s constantly much about cusgrowing. tomer service. InsureLine’s national adverBrokers prolifertising is building a respected ated because of brand that is directing customthe need for customer service. ers to its brokers. Plus, the However, meeting customer advertising helps brokerage needs is rapidly changing. As members build a better online technology has advanced and as presence – with a new website, the Internet has made exchangsocial-media integration, the ing information easier, customAutopilot Media system and ers demand more convenient more – to provide their customways to communicate with their ers with the various avenues local brokerage. they want for connecting with “The big thing is that, as their brokers. times have changed, inde“That connectivity piece with pendent insurance brokerages every customer is what sets us haven’t changed with them,” apart,” Kanji says. says Kelly Walker, chief technolIn its first 20 months of operogy officer for InsureLine. “The traditional style of business is “We really see ourselves as a technology company ation, InsureLine has grown to evolving, and we asked ourselves, and marketing company. When an independent insur- include 15 locations in B.C. and how we can make a difference.” ance brokerage joins InsureLine, it is equipped with Alberta, and will soon be in OnThe answer was to create Inthe newest and best technology, and gains access to tario. Along with the technology, tools and training, its brokers sureLine, a franchise model that industry-leading marketing and advertising tools.” provides cutting-edge technolo– Aly Kanji, president and founding partner of InsureLine have access to Canada’s leading insurers and to exclusive insurgy and tools to meet the needs of ance products – and also to leads from today’s independent brokerages and their their business and still remain owners.” mortgage brokers through InsureLine’s customers. Brokerages can save time and Mike Davies, chief marketing officer affiliation with the Dominion Lending money spent on modernizing by joining for InsureLine, says another way to look Centres group. the InsureLine network. at it is that “you can remain in business For more information, visit joininsure “We really see ourselves as a technolfor yourself, and have InsureLine backing IP ogy company and marketing company,” you up.” says Aly Kanji, president and foundThat backup includes access to Ining partner of InsureLine. “When an sureLine’s broker management system Powerful intranet independent insurance brokerage joins (BMS), an intranet back-end that’s jamInsureLine, it is equipped with the packed with business-building tools and Resources available on the newest and best technology, and gains templates, and a full concierge service InsureLine intranet include: access to industry-leading marketing and to set it all up for you when you join the  • Training advertising tools.” network. In addition, franchisees gain ac • Ads-on-demand This easy “built-and-boxed” solution cess to InsureLine’s head-office team.  • Print materials to making the transition is an attractive The BMS is a cloud-based policy • Sales tools option, says Kanji, especially for brokeradministration and sales-management age owners who have already built their software solution. Members can access  • Website & profile business the traditional way. it anywhere on any device. Kelly Walker  • Industry news “As older brokerage owners look to the says it is a “full-lifecycle application”  • Client letters future of their business, the options have enabling a paperless format for providing  • Webmail been to either sell or spend a lot of time quotes, getting electronic signatures and  • Social media templates and money catching up to what custombinding insurance policies electronically.  • PowerPoint templates ers are now demanding. InsureLine is an The firm’s intranet is a one-stop online alternative, affordable way to transform shop for broker resources. It contains

Insurance People  September 2017  59

Connectivity is changing the business of insurance. In our connected world, traditional business hours no longer exist. Today, customer service is all about providing your customers with information when they want it, how they want it, 24/7. Discover how Applied software ensures you are there for your customers and prospects all day, every day. At Applied, we’re connecting the business of insurance. See how at

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Insurance in a connected world What we can do today for a better tomorrow

By Jeff Purdy


echnology is revolutionizing the business of insurance. According to Ernst & Young, technology is the number one external force impacting today’s insurance market. Technologies such as social media, telematics and analytics are redefining our market, affecting areas from marketing and distribution to customer service and pricing. An idea often expressed in our industry is that technology is only just now disrupting insurance. I would argue that technology has been impacting the insurance industry for decades and, frankly, mostly for the better. What is new is that technology now provides the opportunity to better connect insurers, brokers and insureds. Technology has raised customer and employee expectations. In fact, technology has reimagined nearly all customer experiences and at a pace new in our world. We all experience a more connected life in a more connected world. And those connected experiences have transformed the expectations of insurance consumers. To meet these expectations, our industry must deliver a connected experience among all participants in the insurance ecosystem. This means greater connectivity in a brokerage; greater connectivity with insurer partners; greater connectivity to the insured; and greater connectivity and simultaneous exchange of information between all key stakeholders throughout the insurance lifecycle. The connected business of insurance is comprised of three key components: the connected brokerage, the connected insured and the connected insurer. The makings of a connected brokerage

First, the connected brokerage – Using different systems for different lines of

business inhibits a brokerage’s ability to cross-sell products, which is the main reason brokerages diversified into multiple lines in the first place. Using a market-leading brokerage management system is the first step to creating a connected brokerage. A connected brokerage allows each and every employee to access the right information and products anytime and anywhere to better serve clients via a single, integrated system. With many brokerages expanding with more lines of

A study by Bain & Co. found that insureds will use online self-service transactions more and more often. They expect real-time access to information via multiple digital channels like self-service portals and mobile applications. business, the ability to efficiently access and act upon a complete view of the customer is becoming increasingly important, whether the product is personal lines, commercial lines or benefits. A connected brokerage can also provide a complete view of the customer to your staff regardless of role, time or location – at home, on the road or on a plane – via smartphone or tablet app. Your insured requires connectivity

Second, the connected insured – Today’s consumer expects omni-channel delivery. A study by Bain & Co. found that insureds will use online self-service transactions more and more often. They expect real-time access to information via multiple digital channels like selfservice portals and mobile applications. They demand convenient digital services such as online bill pay and eSignature. Brokerages that cater to these demands experience the most growth. In fact, according to research from Celent, 52 per cent of consumers chose a provider of

financial services based on convenience or ease of service. Connect to insurers for the best products and service

And third, the connected insurer – Customers demand product choice and effective interactions with their insurance brokers. Through rating services, a connected insurer relationship enables profitable growth through access to the right markets and automated servicing. A connected insurer relationship with automated download provides ease of doing business and greater productivity. Brokerage gone digital – First-hand look

Go Insurance has experienced rapid growth in the West and has recently moved to Ontario. Its executive team needed a single view of the customer across all lines of business and one application to manage all customer, policy and financial data. Go Insurance built its digital brokerage strategy on a management system that provides a single view into its business, as well as leveraged online applications that provide customers with 24/7 mobile quoting and access to policy information anywhere, anytime. When adopting digital technology to become a connected brokerage, Go Insurance went completely paperless, communicating with clients in many different ways, including automated messages and real-time updates via an online portal. “Adopting digital brokerage technology was a game changer and aligned with our business plans,” said Karen Hoflin, VP, Go Insurance. “We now have the ability to communicate with clients on different levels and provide more proactive service.” Technology has transformed the way brokers do business, enabling users to make more informed business decisions and capitalize quickly on new opportunities. To thrive in today’s market, brokerages must become connected as part of their digital transformation plans. IP n    n    n

Jeff Purdy is SVP of International Operations, Applied Systems. Insurance People  September 2017  61

profile Jan Stamnes, partner at B&W Insurance Brokers.

Action Plan in motion 62  September 2017  Insurance People

As proficient in running his insurance offices as he is in organizing guided fishing trips, Jan Stamnes has acquired a reputation as someone who strives for excellence in everything he plans.  By Laurie Jones


successful conclusion and to champion Norwegian heritage. From Bergen, they an Stamnes has always enjoyed those instances that are going astray is so boarded a Norwegian cruise line, which is the good life on the West Coast. important.” also a working ship, which took them all Born in New Westminster, B.C., Stamnes notes that the company now the way to the Arctic Circle to the Norwehe grew up in North Delta, and has 30 people who specialize in the worked as a mechanic at his fagian border with Russia. “We started off in transportation department, including ther’s service station. He went on shorts, and seven days later we were wearproducers and marketers who deal with to acquire a diploma in political ing parkas.” The ship stopped, sometimes the insurance companies. science, but in 1983, before he could put it only for half an hour, at 34 ports of call An avid outdoorsman, Stamnes spends to use, Stamnes joined his fiancée and her to deliver cargo and ferry locals to coastal a lot of time skiing at Whistler, flying his business partner in a newly formed busitowns. Stamnes and his fellow travelers Cessna 185 amphibious aircraft, and takness, B&W Insurance Brokers. got to see every little town along Norway’s ing friends and family on fishing trips to 2,000 kilometer coast. “I’ll never forget how I got started,” he remote lakes and ocean-side retreats. says. “I went downtown and got the book Stamnes arranged a short family reun“Bamfield is a very small town on at the Insurance Council, studied over the ion at one of the ports with his Norwegian Vancouver Island’s west coast, it’s been weekend and wrote the exam on the Monrelatives in Trondheim, Norway. To make a great spot to bring friends and associthe best use of the short time available, day. That’s all it took back then, your perates for a spectacular fishing adventure. I Stamnes’s relatives boarded the ship and centage on the exam determined whether would make arrangements for a three-or were treated to a fancy lunch while they you had a broker or a nominee’s licence.” four-day guided fishing trip,” he says. visited for a few hours. “This was absoFour years later in 1988, B&W ap“My brother-in-law also has a float plane lutely the best way to share time with all plied for two additional ICBC Autoplan licences, but the Council realized just prior and he would help ferry my guests into of our relatives with such a short time availBamfield.” to their opening that B&W did not have a able.” Stamnes speaks fluent Norwegian. But one time, bad weather grounded nominee with the new CAIB designation, As if all this adventure and business and therefore could not be granted the ad- the aircraft, and Stamnes had to ask local success wasn’t enough, Stamnes is also a villagers to drive his guests ditional brokerage licences. collector. His Langley office has a large along the dangerous road “We were opening both collection of insurance memorabilia. back to Nanaimo’s ferry terlocations in 30 days, so they Among the more than one-hundred minal. “We had a lot of fun were very accommodating insurance signs, some are 130 years old. “I at those events, fishing was and let me take one CAIB even have a plaque commemorating the always great but the laughter first insurance policy sold in space to Neil exam a week for four weeks. and camaraderie was always It was a tough schedule Armstrong.” the highlight.” working through the days Fellow Scandinavian Sean Bjornson, Jacob Singh, branch direc- president at Bjornson & Company Claims and studying every night, tor with Intact Insurance but the ordeal left me with Adjusters attributes B&W’s success to Company, was one of the a great respect for our asStamnes’s desire to provide the best Singh lucky fisherman who accom- service. “He and his staff excel in their sociation and profession.” panied the group to Bamfield. Thirty years later, B&W Insurance has knowledge in the products they sell, the “Jan sees the best in people and he is grown to 79 staff members, with an adadvice they give and the service they ofalways willing to give someditional 10 commissioned producers. fer.” Bjornson says, “Proof one a chance, “says Singh. “When we started the business, it of their success is evident in “I had the opportunity to was general insurance,” says Stamnes. “I the number of long standing attend a golf tournament added the transportation direction of clients they have, and how years ago with him, and the company when I landed a trucking Jan has become good friends one of the things that I company account in 1984 that was very with a number of these remember most was how profitable. The connection came through clients.” an old client that I had when I worked Family is important to much his clients looked up at my father’s service station. From that, Stamnes, who enjoys spendto him and respected him. I recognized the benefits of the specialty ing time with his son Tyler, Jan is also very committed and grew it, eventually getting larger and 30, who works at B&W, his to his family.” Bjornson multiple accounts.” daughter Nicole, 26, who is Singh credits Stamnes’s As the company grew, Stamnes hired a working on her masters at the University solid family values for helping to shape claims manager. “It was a challenge and of Waterloo, and 15 year old stepson, Jaythe positive culture of B&W. a lot of fun building our brand within dan, an honor-roll student. At only seven International travel is also high on the the transportation/trucking community, years old, grandson Brayden skis black list for Stamnes. Recently, he and his wife, and most importantly always providing diamond runs with his grandad. Angela, travelled with Stamnes’s sister exceptional service to our clientele. Having and brother-in-law to Germany. They For Jan Stamnes, family and business an experienced claims manager who can have travelled side by side on the road to then drove through France before flying make sure every claim is progressing to a success. IP to Bergen, Norway, because of Stamnes’s

Insurance People  September 2017  63

making moves New faces at Vericlaim

Vericlaim Canada, a subsidiary of Sedgwick, has appointed Lee Powell as VP of the Complex Loss Powell Division. Powell brings 20 years of industry experience to Vericlaim Canada. His specialties include construction, petrochemical and oil and gas, equipment breakdown, commercial property, boiler and machinery, and product liability. “We’re pleased to have Lee join our organization,” said Mike Holden, president of Sedgwick and Vericlaim Canada. “His appointment is part of our focus on expanding our geographic coverage and commitment to building our business across Canada. The experience and expertise that Lee brings to Vericlaim will be a major asset.” Jean-Marc Laurin has also joined the Vericlaim team as a VP of Quebec and the Atlantic region. He brings 35 years of experience to his new role of leading the Montreal office and building business throughout the region. Laurin has previously worked for RSA, Granite Claims Solutions and Cunningham Lindsey. “Jean-Marc’s appointment will help us fulfill our commitment to building a national infrastructure to Laurin support the property, liability, auto and niche services in our market,” said Holden. “We’re pleased to have him lead our Montreal office.” In the Toronto office, Vericlaim has added Bryan Levisauskas as a general


Continued from page 46

has joined the Centre for Study of Insurance Operations (CSIO) as communications manager. He joins CSIO from The Insurance Institute of Canada…The Aviva Community Fund will open for submissions September 13. Aviva Canada 64  September 2017  Insurance People

Email Making Moves suggestions to

ment with the Ontario Ministry of Community Safety & Correctional Services, Centre of Forensic Sciences, one of the most extensive forensic science facilities in North America for conducting scientific investigations into crimes Levisauskas against people or property. The Geotechnical Engineering Group has gained Xiangyu Schioler exits early Dave Schioler has left Li as an associate. his position as ceo of the Li obtained her Insurance Brokers Asbachelor of civil engineering from sociation of Manitoba Dalian University (IBAM) earlier than he of Technology in first planned. Schioler China, specializing had given notice that he in structural design would be moving on next spring. HowLi and analysis, and ever, Darren Peters, IBAM president, said she pursued a master of science at the Schioler decided to University of Alberta. quit much sooner to pursue options in the private sector. National general manager Schioler, a lawyer by Joe Turcotte, who has been with training, has opened Crawford & Company (Canada) for a law office in Winmore than 30 years, has been appointed as national general manager, Insurer nipeg as he considMarkets. In this role, Turcotte will serve Schioler ers future prospects. as liaison between Crawford’s branch network, operations and sales, with 30 Forensic strengthens team the objective of growing the 30 Forensic Engineering business through streamlining has strengthened three of its operational processes and supgroups with new hires. Jiwan porting branch functions. Thapar was added to the Construction Services Group as Crawford also recently practice lead. He has 10 years grouped its Ontario branches of experience in consulting, into hubs based on proximengineering and construction ity and service reach. As a management, and he began his result, Mary Charman (North Thapar career in civil engineering. GTA branch), Kelly Stevens The forensics (West GTA branch) and Mike McLeod firm has also added (West Ontario branch) were appointed managers of their respective branches. Joshua Campbell as an associate to its Spencer Bailey was named assistant Fire and Electribranch manager for West GTA, and cal Investigations Keith Marentette was named managing Group. Campbell professional for the Kitchener, Waterloo, recently completed Brantford, London and Windsor locaa research placeCampbell tions. IP adjuster in the Complex Loss Division. His specialties include commercial property, retail, commercial general liability, product liability and equipment breakdown.

has introduced a new category, Community Legacy, for entrepreneurs aged 18 to 25 to submit an original solution to tackle the consequences Gambrill of climate change. For more information on all the funding categories and how to submit an idea, visit…Govan Brown has named Cody Brown as director of operations for its Vancouver office. A native of Vancouver, Brown has been with Govan Brown’s Calgary team for the past five years. Govan Brown, which provides interior Brown

and renovation services, is headquartered in Toronto and has offices in Vancouver, Calgary, Edmonton, Ottawa and Winnipeg…ServiceMaster of Canada has opened a new disaster restoration location in Medicine Hat, Alta., with owners David Smith, Tina Smith and Calvin Botzel…Crawford Rickett & Company (Canada) has expanded with a new branch in Castlegar, B.C. Jesse Rickett will operate out of the branch as a licensed claims adjuster… After 10 years at Origin and Cause as an engineer, Mena Costandi is leaving the industry to pursue a new career in Florida… Thomas Tina Thomas has joined Pario Engineering & Environmental Sciences’ Red Deer, Alta., office as senior project manager. Thomas has more than 25 years of experience in the industrial, commercial and agricultural sectors, and will be an important complement to Pario’s emergency response and remediation team…Belairdirect has partnered with the Canadian Football League to become the CFL’s official car and home insurance partner…The 2018 Canadian Insurance Financial Forum will be

May 15-16 at the White Oaks Resort & Spa in Niagara-on-the-Lake. For more information, visit Nichol ciff…Tammy Nichol has been appointed director of Atlantic Canada at DKI Canada, working out of Halifax, N.S. She recently returned from Christchurch, New Zealand, where she had been helping in the region’s earthquake recovery and settlement efforts… Wawanesa Insurance has donated $25,000 and The Guarantee has donated $10,000 to the Canadian Red Cross to help people affected by the B.C. wildfires…Correction: Janice Domingo’s and Nathan Parsons’ names were misspelled in the Out & Williams About section in the July 2017 issue of Insurance People…ARAG Services has appointed Scott Williams as CFO and principal broker, and Graham MarMartin tin has been appointed AVP. Launched in Canada in 2016,

ARAG Services offers legal protection products for businesses, families, drivers and landlords, providing telephone access to a lawyer’s advice as well as insurance against the cost of common legal disputes. “I’m really pleased to bring such talented people aboard to help develop the ARAG story in Canada,” said Peter Talacek, CEO, ARAG. This is an important time for the company and sustaining our initial growth depends upon having the right people in the organization.”… MKA Canada, which Nel

provides multidisciplinary construction consulting to the construction, legal and insurance industries, has opened an office in Winnipeg, Man., with Etienne Nel as regional manager. Nel has more than 16 years of construction and project management experience spanning South Africa, the U.K. and other parts of Europe, and Canada… Grace Klemke has joined Klemke DAS Canada as a regional sales manager for Western Canada. She has more than 25 years of experience in the insurance industry. IP

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Insurance People  September 2017  65

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2016-12-07 3:00 PM


Jamaican coast at Negril

Reggae callback By Dave Merrick

A Rasta playing on the beach. Merrick says it is the people of Jamaica that are the reason to visit the island.


’ve been to Jamaica three times. The people are the reason you go – and the great culture and food. Each of my trips to a different part of the island was unique but each has also reminded me why Jamaica is worth the return visits.

Buddy Trip My first trip to Jamaica was 20 years ago when my buddy

and I went to the festival known as Reggae Sunsplash. As students we had just finished our tree-planting for the summer, and wanted a fun trip to recover. As it turned out, however, the most memorable part of the trip didn’t happen at the festival. We were just hanging out one day when a cab pulled up. When the cabbie found out where we were from, he claimed to know everything about Canada. After we quizzed him, he asked what we wanted to do. Fishing, we said – and he said he’d

pick us up at 6 a.m. the next morning. I started to get worried after he drove us an hour and a half into the jungle. We stopped in a couple of villages where some guys loaded stuff into the cab’s trunk. The cabbie finally explained that he was picking up spearfishing gear. The villagers who joined us on the fishing trip could hold their breath for two minutes while diving down to the coral to catch four or five fish. Unfortunately, I cut my finger on the spearfishing equip-

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He was right about the food, though. The restaurant cooked up only a limited amount each day: when they ran out, that was it. It was the best food we had that trip.

Family Trip

Merrick, with his wife Jen and twin sons Jalen and Dylan, stayed at a Beaches resort in Negril, Jamaica during the holidays last December.

ment on my very first try and spent the rest of the day just watching their incredible feats of endurance. On the drive back, my buddy and I bought rum for the village, which ended up being poured into fresh coconuts that someone had just cut down. We cooked up all the fish from the day’s catch. I couldn’t have met a happier bunch of people. They lived in shacks and ate the fish they had just caught, but they didn’t complain. It made a big impact on me. Back at our resort, we asked the cabbie how much we owed. “How much do you want to pay?” he replied. We gave him about $700: no preplanned excursion would have given us that experience. What we did was risky. We went into the middle of nowhere with someone we’d only just met. We could have been robbed or worse. Luckily, our instincts were right, and we got a true experience of Jamaica’s people.

Groupie Trip My second trip to Jamaica – with my wife Jen – was for the love of a band. About 10 years ago, my favourite band, Umphrey’s McGee, set up a four-day event in Runaway Bay. Two resorts were reserved for fans, and each night the band gave a concert on the beach. Listening to my favourite band while standing in the ocean was the coolest part for me. During the day poker games and other activities brought fans and band members even closer together. We had a great trip away from the kids. For a little side trip, we asked a cabbie to take us where we could get some authentic Jamaican jerk chicken. In a village with apparently no other white people, the cabbie parked across the street from the restaurant, assuring us that he’d stay put to make sure we were safe. Then he smoked a joint and fell asleep.

Last December’s trip to Jamaica was to a Beaches resort in Negril with my wife and our twin boys, Jalen and Dylan. The resort was phenomenal in every way – the activities, the staff, the food, everything. With its beautiful beaches and calmer ocean, Negril has a reputation as the nicest spot in Jamaica. I water-skied on the ocean every morning. I also took a crash course on sailing – Jamaican style. They took me out and made sure I could make it back in – and then I was certified to sail. Several times I took out a hobie, a little four-person sailboat. I alternated taking the kids out and going alone just to enjoy the ocean. The resort has waterslides for the kids. But drinking

I’m sure it ranks as one of2016-12-07 the top 10 restaurant-bars in the world: it’s the best place to watch the sun set. Built on the West End Cliffs, Rick’s provides an amazing, uninterrupted view of the sunset. The location also has cliff jumping and pro divers to entertain the crowds. After reading the disclaimer signs, you can give the cliff jumping a shot yourself – from various heights. I did several jumps, as did my boys from the lower levels. While jumping, I concentrated on keeping my arms by my sides so I wouldn’t hurt them. On one jump they came out a bit and really hurt after hitting the water. I also didn’t follow the advice to plug my nose. Later, in a gift shop, water poured out of my nose when I bent over to look at something. It’s amazing how much can get stored up in there! Even that didn’t ruin the experience for me. Cliff jumping, great views, good food and reggae music all night – one of the coolest spots I’ve ever been to. Even my sons

Dave Merrick went water skiing on the ocean every morning while in Negril, Jamaica.

rum all day makes watersliding fun for dad, too. We didn’t stay at the resort the whole time. The best part of the trip was Rick’s Café, one of the island’s most popular.

claim it beats out Disney World as their favourite place. n    n    n

Dave Merrick is an account executive at McLean & Shaw Insurance Brokers in Grande Prairie, Alta.

Have you had an interesting travel experience? You write it or we will. Contact editor Sarah Polson at 604-875-7768 (tollfree 800-998-5211) or by email at Insurance People  September 2017  67

3:00 PM

on the winning track Continued from page 15

Brock Longworth, a co-owner of the agency with his father, says Kalika excels at what she does. “She’s positive, energetic, motivated. She’s absolutely a rock star. Within a year of joining us, she became the top producer in personal lines. She took to insurance like a duck to water. She’s probably one of the best hires we’ve ever made.” Longworth says it was an easy decision

for the brokerage to step in as one of Kalika’s sponsors in racing. She’s very well known in the racing community, he says, and it benefits Cornerstone by raising awareness of the agency. Right now Kalika is one of the top brokers at Cornerstone. She’d like to stay at the brokerage and eventually get into management. “I really enjoy what I’m doing, and I have a career here instead of it just being a job. It’s not just a stepping-stone. I feel I can definitely make my roots here.” IP

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Tony carlton Continued from page 53

Our trucking clientele are especially appreciative. They’re on the road all day, they’re fixing their truck, the last thing they want to do is find something, print it and scan or fax it back to you. And it’s funny, because they’re the same guys who don’t want the rest of the technology, but with this it becomes, “Hang on, something that’s going to save me a little bit of time?” It becomes a foot in the door for your other technology to come in and transition these guys away from paper in other areas. About 55 per cent of our clients are paperless right now, and we’re trying to get it up to 75 per cent by the end of the year. eSignatures are a big part of that success. Q: How does your brokerage use callrecording? A: It’s my favourite technology. I don’t know how we ever did without it. We’re almost in our fifth year now, and we’ve found benefits in e&o, staff training and of course obtaining audio signatures. We’ll do training calls with new hires and listen to the recording for areas of improvement. From an e&o perspective, we had an incident where we spoke to a gentleman about increasing his liability, and he opted not to, and there was a three-car chain-reaction collision and he didn’t have enough insurance. The recording was very helpful in that situation. Q: How does your brokerage handle cybersecurity? A: You can’t have enough plan Bs. We have dual servers, we have the cloud backups, quarterly reviews – we even use two outside firms to test and advise us. Do I ever feel comfortable about it? No. It’s just one of those things that you can dump a lot of money on, have a lot of people working for you, and if it still goes down it’s going to be time-consuming to get it going again. On the human side, we coach our employees to recognize scams, but is someone eventually going to click on something wrong? For sure. We had three in the last month. But our systems caught it, and it becomes a teaching moment for that employee. Q: If you had to pick one technology goal for your brokerage in the next year, what would it be? A: The digital pink card, proof-of-auto insurance. That’s where customers want to go, and once it’s legal and we’re able to provide it, that will be huge. IP

TradeTalk Summer of expansion throughout Cape Breton and mainland Nova Scotia.” The MacCoy office will continue to operate as a new location of Archway with no major changes to existing roles and staff responsibilities. “We welcome Ritchie MacCoy to our management team, his employees, and MacCoy’s many business and personal clients to Archway Insurance,” said Gina McFetridge, president of Archway Insurance. IP





hree insurance firms – The Co-operators, Gore Mutual and Archway Insurance – used the summer months to acquire brokerages that will expand their businesses. In early June, The Co-operators acquired Assurance Auclair, a brokerage in Quebec City. The brokerage’s portfolio includes p&c insurance policies. “We have seen steady growth in Quebec during the past seven years, and this is another step on our journey to expand our agency distribution system throughout the province,” said Rob Wesseling, president and CEO of The Co-operators. Gore Mutual, based in Cambridge, Ont., and Vancouver, B.C., increased its holdings in Ontario with the purchase of Howard Noble Insurance. Noble Insurance was established in 1945 and has branches in Collingwood, Barrie and Alliston. The brokerage will continue to operate separately from Gore Mutual and its other owned brokerages, St. Clair in Windsor and Jamieson Hilts in Woodstock. Shelley Vermeersch, a 25-year veteran of Noble Insurance, will assume leadership of the brokerage as managing director. “Gore Mutual has a long history of

supporting insurance brokers in communities across Ontario, and this investment reflects our ongoing commitment to the channel as a modern mutual company,” said Heidi Sevcik, president and CEO of Gore Mutual. Paul Jackson, VP distribution at Gore Mutual, noted they believe there is a bright future for the next generation of modern brokers. “We are developing new alliances to enable investments in digital and instore customer experiences, recognizing that some brokers have new models of ownership while others are fiercely independent,” Jackson said. “We continue to stand shoulder to shoulder with brokers of all kinds.” Archway Insurance has been steadily acquiring more brokerages the past few years, expanding to cover Nova Scotia and New Brunswick. Its latest purchase, MacCoy Insurance Brokers in Cape Breton, N.S., brings Archway’s number of locations to 22. “I am extremely pleased that MacCoy Insurance Brokers Limited, a familyowned business of 72 years, has joined Archway Insurance, also another familyrun business,” said Ritchie MacCoy, president of MacCoy Insurance. “Together, we will continue to serve our clients

Allsport Insurance.........................16 CAA................................................2 Canstar Restoration.....................43 Can-Sure Underwriting.................37 Carfra Lawton LLP........................68 Insurance Council of BC...............45 Kanji Consulting...........................68 McIntyre Strategies......................12 Midwest Claims..............................3 Pal Insurance...............................72 Richards Buell Sutton...................13 RSA..............................................71 TSW Management.......................46 TuGo Insurance............................66 Wawanesa....................................65 Other Litigation Forum..............................4 Prairies Insurance Directory...........6 Giving Back Allianz Global Assistance.............21 Aviva.............................................34 Burns & Wilcox.............................30 Economical...................................27 Gore Mutual..................................18 Markel Canada.............................33 Mutual Fire...................................22 Portage Mutual.............................28 Technology Applied Systems...........................60 Encon.........................................51 Gore Mutual..................................57 InsureLine.....................................58 Intact.............................................48 Keal Technology...........................54 Insurance People  September 2017  69

Waltzing to Hawksley Workman … with Jenna Dusyk, broker, Dusyk & Barlow Insurance, Regina, Sask.

Other than brokering, what job would you like to do?

I’ve always imagined that if I left brokering I would work as a florist, designing and creating floral arrangements and bouquets. Who would you choose to play you in a movie about your life?

Drew Barrymore or Jennifer Aniston. Who would you choose to play your significant other?

James Franco or Russell Martin of the Toronto Blue Jays. If you won $1 million, how would you spend it?

I would travel all over the world to attend music festivals and concerts featuring my favourite bands and musicians. Do you have an accomplishment you’re particularly proud of?

Recently I checked an item off my bucket list, which was to visit every province in Canada. Newfoundland was the final province I needed to see, which my husband and I travelled to in March to attend the Brier. When you were growing up, what was your favourite band?

When I was very, very young my favourite group was New Kids on the Block. My taste in music has evolved over the years, from classic rock to punk and indie. However, Canadian musician Hawksley Workman has been a hold-steady for title of my favourite musician for the longest. I saw him perform live at the Regina Folk Festival in 2001 and became a diehard fan having seen him live over a dozen times since. My husband and I even learned to waltz to one of his songs for the first dance at our wedding. Did you have a favourite song? You know, a kind of theme music for your anxious, adolescent self?

Red Hot Chili Peppers’ Californication just celebrated the 20th anniversary of its release and that took me back to the first summer I had my driver’s licence. That album was the soundtrack for my summer; it brought back a flood of memories from that year. What is your hidden talent?

Not sure this is a talent, but unintentionally memorizing my family’s and friends’ licence plate numbers. I credit that to my early years in the insurance industry as a motor licence issuer. I can still recall my high school best friend’s parent’s plate number. What’s worse, my cousin recently purchased a new vehicle and when she was selecting her licence plate, she had me in mind and picked something she thought I’d remember.

(he was one of the original six employees of what is now SGI Canada). I typed the letter and proudly took it back to him to review. He glanced at it, told me it was all wrong, took me back to the typewriter (yes, typewriter) and stood over my shoulder explaining how he would like the letter typed. What is your dream vacation?

I would love to go back to Europe and visit as many countries as possible – especially Italy where my great-uncle, who was killed in WWII, is laid to rest, and also Ukraine where my descendants immigrated from. I travelled to Germany, France and Spain in 2003 and got a taste of the history and variety of culture. It has always been on my mind to experience more. What is the scariest thing that ever happened to you?

Fortunately, I don’t have a truly scary story to share. The most scared I’ve been was at a haunted house I visited in France. My travel companion and I were nearing the end of the attraction and the final room of the house was a bedroom where a hologram of a man was projected sitting in a chair. He sat there and calmly spoke in French, which neither of us understood, and it made the experience so eerie. I also once visited a local haunted house at Halloween. I was so terrified at one point by the haunted hospital theme, I ran out of the attraction but wasn’t watching where I was going, running head first into one of the actors. Both of us were startled and she came out of character to laugh it off with me. Ever had a nickname?

My dad has always called me Louie Begonia (not sure where he came up with that). I still answer to “Louie.” I was also given the nickname “Crash” by my co-workers in my early days at Dusyk & Barlow Insurance. When I started working there I was 16, a newly licensed driver, and I had my fair share of minor accidents, which my co-workers liked to poke fun at. Your three all-time favourite movies are…

The Count of Monte Cristo, Amelie, The Graduate What’s your favourite dessert?

I don’t have much of a sweet tooth but could never turn down homemade strawberry rhubarb crisp with vanilla ice cream. Is there anything you won’t eat?

Tell us about your first day on the job.

I have a huge aversion to mushrooms! IP

It was nearly 18 years to the day. I had known all the staff at the office for years prior to starting, as my uncle is one of the brokerage owners. Everyone was very welcoming. One of my first tasks was to type a letter for a very senior broker of the firm

Do you know a good subject for our Q&A questionnaire? Email suggestions to

70  September 2017  Insurance People

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