Meeting client expectations remains an essential link in the insurance delivery chain, says National Insurance Brokers Association CEO Noel Pettersen.

Speaking to the Steadfast Convention in Brisbane yesterday, he said the best protection for consumers “is a strong industry that delivers quality, trust and value”.

“That is where the questions of regulation, self-regulation and even over-regulation come in,” he said. “Government intervention in any activity can only be justified where there is a demonstrated market distortion or consumer-driven need.”

Warning that the issue of conflicts of interest must be met with “clear, concise and effective disclosure”, Mr Pettersen says the priority must remain acting in the best interests of the client.

“My view is that the industry tends to undersell itself,” he said. “We need to reinforce the role of insurance and of brokers in what we say to governments, the media and everyday clients. We have to keep telling them we are a strong, secure industry able to meet obligations and claims.”