The Ontario Broker - Volume 23, Issue 1 - 29

F
rom climate change to corporate
transformation to recruitment, the
insurance industry is no stranger to
challenge or change. But, where others see
challenges, Andrew Voroney, Executive Vice
President and Chief Operating Officer of
SGI CANADA, sees opportunities to deliver
profitable growth by providing exceptional
customer and partner experiences.
You've been with SGI CANADA since 2016 and in
insurance for over 18 years, so you've seen the industry
evolve in many ways. What's different about where the
industry is going in the next five years? We're always
responding, learning, and growing. It's safe to say there have
been more industry challenges this past year alone than in
all of SGI's history-almost 80 years-and I don't see that
subsiding. We got through one of the worst commercial hard
markets in 2020 and 2021. When you look at risk capacity,
brokers are working harder to find coverage for customers
as insurers reconsider what's insurable in the context of
inflationary impacts, supply chain issues, and climate change.
Over the next couple of years, we'll be innovating at a
higher level to figure out how to navigate this new world.
I think the evolution of how we use technology is the
biggest-and most exciting-tool to overcome some of these
challenges. For example, the industry is focusing more on risk
mitigation now. We've historically used our data for pricing,
but now we're looking at how we can use it to help stop those
claims from happening in the first place.
Can you talk more about how technology is influencing
the industry? We're in a time of continuous improvement-
that's not new, but how the industry overall is evolving
processes and systems to meet the market demands is
different. Most organizations have recently made it through
or are in midst of a corporate transformation, like we are at
SGI CANADA. That's allowing the insurance industry to start to
use technology to offer value in new ways to our customers.
I believe that a lot of the technology and data that
we're starting to use more effectively-thanks to artificial
intelligence and data mining-will allow us to tailor the
coverage for our customers-but not sell it to them. That's
where the broker still knows best; the broker understands
who the customer is, what their risks are, and what the
different options are for customers' needs.
SGI CANADA has always been committed to our broker
network-and now more than ever, we see working with
partners as the best way to navigate and thrive through
corporate transformation. We're not going at this alone.
We'll continue to answer the phone. We'll continue to put
relationships at the core of our business.
Are there any challenges specific to the Ontario market
that you're looking out for? The auto insurance market
in Ontario faces a lot of pricing pressure. Customers have
expectations, and the government has a growing interest in
consumer protection when it comes to pricing. So, we could
see more government collaboration.
Another piece is talent. The record number of retirements
is putting a lot of pressure on the insurance workforce,
especially in Ontario. Technology can help create efficiencies,
but SGI CANADA still firmly understands the value of its
people and the relationships they develop with our brokers.
So, looking at developing our talent is a big priority.
How is SGI CANADA growing in Ontario, considering
these challenges and opportunities? We have an
established presence in the province with two offices in the
GTA, and we see room to keep growing. The market fits well
into our personal and commercial lines risk appetite.
We also offer a unique partnership because we're laser
focused on maintaining our service and collaboration
with brokers-especially as we go through corporate
transformation. We ensure we're prioritizing the things that
matter to our brokers and customers as we maintain our
service standards.
Why is the broker network so important to SGI
CANADA? We've been committed to our broker network
for our whole history, and that's not going to change
anytime soon.
Anyone who says that insurance is easy to sell or isn't a
complex product needs to look more deeply at it. I'm an
insurance professional, and I still see a broker. I have tons of
questions when I work through my own insurance needs. A
trusted advisor is key to safety, security, and peace of mind.
What does collaboration between brokers and SGI
CANADA look like? It's the same way we collaborate with
our colleagues and our other partners. We've built a culture of
accountability, responsible leadership, and care. That means,
we share information with our brokers, answer the phone
when they call, and seek their perspective to ensure our
strategies are mutually beneficial.
We don't need to be guarded about our strategy because
we trust our partners to take and build off our ideas. We
want to hear from, respond quickly to, and build a successful
relationship with every one of our broker partners. Without
those conversations and collaborations, we can't innovate,
overcome challenges, or fully seize opportunities. The flow of
information and ideas moves so quickly right now. You need
to empower each other to stay successful.
Volume 23 | Issue 1
29
The Ontario Broker - Volume 23, Issue 1

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