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  • Writer's picturePosh Workbytes

How to deal with clients as a business insurance broker in Australia?

Updated: Jan 16

According to a survey by Insurance Thought Leadership, only 11% of people have strong trust in insurance agents and brokers.

This low trust may be due to factors such as lack of transparency, perceived conflicts of interest, and poor communication.

How to deal with clients as a business insurance broker in australia?

Expectations from Insurance Broker

According to APRA, insurance brokers are responsible for placing around half of the total insurance business every year. However, the role and requirements of insurance brokers have changed over time due to various factors such as technological innovations, regulatory reforms, market conditions, and consumer preferences.

One of the main challenges that insurance brokers face is to understand and meet the needs and expectations of their clients. Clients may have different requirements depending on their personal or business circumstances, risk profiles, budget constraints, and preferences.

Some of the common requirements that clients may have from insurance brokers are:

- Providing unbiased and professional advice on the best insurance options for their needs

- Comparing and negotiating prices and terms from different insurers

- Explaining the features, benefits, exclusions, and limitations of various insurance policies

- Assisting with the application, renewal, cancellation, and modification of insurance policies

- Handling claims and disputes on behalf of them

- Offering value-added services such as risk management, claims management, loss control, and due diligence audits

The insurance sector in Australia is constantly evolving and changing due to various internal and external factors. Insurance brokers need to keep abreast of these changes and adapt their services accordingly. By doing so, they can provide better value to their clients and enhance their reputation and competitiveness in the market.

Training and skilling an insurance workforce that works well with digital tools will be essential for success

Clients may have emotional complexity when dealing with insurance and should have the freedom to choose their preferred method of interaction.

Some of the key drivers that will shape the future of life insurance in Australia are -

  • changing clients profiles and needs,

  • trust and transparency,

  • regulation and compliance,

  • technology and data analytics,

  • integration with Asian economies, and re-baselined economic expectations.

As a business insurance broker in Australia, you have to deal with different types of clients who have different needs and expectations.

Here are some tips on how to handle them effectively and professionally.

  • Listen to your clients

The first step to building a good relationship with your clients is to listen to what they want and need from their insurance coverage. Ask them questions to understand their business goals, risks, budget, and preferences. Don't assume that you know what they want or need without asking them first.

  • Educate your clients

The second step is to educate your clients about the different options and benefits of business insurance. Explain to them how insurance works, what types of policies are available, what they cover and what they don't, and how much they cost. Use simple and clear language that they can understand. Avoid using jargon or technical terms that might confuse them.

  • Provide solutions

The third step is to provide solutions that match your client's needs and expectations. Don't just offer them a generic or standard policy that might not suit their specific situation. Customize your proposals and recommendations based on their business goals, risks, budget, and preferences. Show them how your solutions can help them protect their assets, reduce their liabilities and grow their business.

  • Personalization

Offering usage- and behavior-based insurance to tailor products and services to customer preferences and needs

  • Follow up with your clients

The fourth step is to follow up with your clients regularly and maintain good communication with them. Don't just disappear after you sell them a policy or close a deal. Keep in touch with them and update them on any changes or developments in their insurance coverage. Answer their questions and address their concerns promptly and professionally. Show them that you care about their satisfaction and success.

  • Be professional and courteous

No matter how difficult or annoying your clients may be, you should always treat them with respect and professionalism. Don't lose your temper, don't argue, and don't take things personally. Remember, you are representing your company and yourself, so you want to leave a good impression on your client.

  • Be knowledgeable and confident

You should know your products and services inside out, and be able to explain them clearly and convincingly to your client. You should also be aware of the latest trends and developments in the insurance industry, and be able to answer any questions or concerns your client may have. If you don't know something, don't pretend you do. Be honest and admit it, and then find out the answer as soon as possible.

  • Be proactive and responsive

You should always follow up with your client regularly, and keep them updated on the status of their insurance policies or claims. You should also anticipate their needs and offer them solutions before they ask for them. For example, if you know that their policy is about to expire, you can contact them in advance and offer them a renewal or a better deal. If they have a claim, you can help them with the paperwork and the process. By being proactive and responsive, you show your client that you care about them and their business.

  • Be flexible and adaptable

You should be able to adapt to different situations and scenarios and be able to handle different types of clients. Some clients may prefer a more formal or informal approach, some may want more or less information, and some may be more or less decisive. You should be able to adjust your style and communication accordingly and be able to meet their expectations and preferences.

  • Be trustworthy and reliable

You should always keep your promises and deliver on your commitments. You should also be honest and transparent with your client, and not hide or exaggerate anything. You should also respect your client's privacy and confidentiality, and not disclose any sensitive or personal information without their consent. By being trustworthy and reliable, you build trust and rapport with your client and make them more likely to refer you to others.

  • Technology

Use digital channels and tools to reach, educate, and serve customers in different markets and segments.

  • Maintain Records

It is also essential to maintain accurate records of all client interactions, so that if there are any problems or disputes they can be quickly resolved. In some cases, it may even be necessary to take legal action if needed. Therefore, having detailed documents outlining each step of the process is beneficial for both yourself and your clients.


An Insurance Broking Business is an important job that requires dedication, attention to detail, and excellent communication skills. By following the tips outlined above, you can be sure that your clients will receive the highest level of service possible. With your hard work and commitment, you’ll be able to help protect businesses from costly risks and help ensure their success for many years to come. Thanks for helping keep Australian businesses safe! Good luck!

These are some of the tips that we have learned from our experience as a business insurance broker in Australia. I hope they will help you in your career as well. If you have any questions or comments, feel free to leave them below. Thanks for reading!

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