The broking industry should do more to promote good news stories in insurance and help improve the industry’s poor reputation, WTW national general lines claims leader Nicola Mason says.

A poor reputation makes it difficult to recruit, despite insurance being a good long-term career path, she says. Brokers could arrange career expos and go to schools and universities to encourage greater industry participation.

“Fewer than 5% of claims go wrong, but they’re the ones you hear about,” Ms Mason says in comments prepared for the Australian Insurance Law Association conference. “It’s not the media’s fault, the industry must put its hand up and call out what’s good.

“People regard insurance as a necessary evil. They don’t understand insurance or how underwriters, brokers, loss adjusters and lawyers all pull together to make it happen.”

Ms Mason says insurers can do their part to improve her clients’ experiences by providing more bespoke policy wordings and options. “That’s exactly what they need, but it’s a challenge for underwriters.”

She also backs greater use of technology, noting people “don’t have the time or the energy” to read a full product disclosure statement, and new interactive online PDS initiatives are “clever and impressive”. 

“That could be the way of the future.”

AILA's Sunny Side Up conference will be held at Gold Coast Convention and Exhibition Centre in September.

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