2024 Underwriters of the Year | Andrea Carlson, Senior Commercial Property Underwriter, Aviva Canada

Andrea Carlson’s foray into the insurance world began over two decades ago during her last year of high school when her mother, a commercial lines broker, suggested she enrol in Fanshawe College’s insurance program.

Carlson first worked as a commercial customer service broker at various brokerages while completing her CAIB designation. She then joined Economical Insurance as an underwriting assistant, where she rose through the ranks during her nearly 20 years with the insurer, eventually becoming a mid-market underwriter and earning her CIP designation. She brought her deep expertise and superior service to Aviva in 2020 as a senior underwriter.

A proud single mother to an amazing son, Carlson says she enjoys reading, shopping, crafting, and spending time with family, friends, and her three fur babies — whom she jokingly adds are earning her “crazy cat lady” status.

Carlson says she felt humbled, surprised, and “very honoured” to be recognized by Verge Insurance Group, a broker member of the Canadian Broker Network, Canada’s largest network of independent brokers.

Q: What makes a great underwriter-broker working relationship?

“Trust is everything. This goes both ways. If I can trust my brokers to provide information in a timely manner, they can trust that I will work with them to obtain a mutually satisfactory outcome. Working together on complex accounts builds trust and fosters a healthy working environment.”

Q: Why did you become an underwriter, and what do you love most about your role?

“I had plans to become an account producer focused on the construction industry. After a break from work to have my son, I wanted to try the insurer side and found I really enjoyed underwriting. I love seeing the evolution of an account — from quoting to binding and issuing a policy, and watching it grow over the years — knowing I played my part. Even after 10 renewals I can still find it exciting. Working with my co-workers and brokers to ensure we are writing beneficial and profitable business is what I love most about my role.”

Q: What’s the biggest challenge for underwriters in P&C currently, and one thing they can do to overcome it?

“The talent crunch. The pandemic made many people re-evaluate their work, greatly impacting the insurance industry. Staffing shortages can lead to people feeling overwhelmed and frustrated. Open conversations with management and team members are crucial — there’s usually someone on the team willing to lend a helping hand.”

Q: Given the current talent shortage, what would you say to encourage people to join the industry?

“Insurance is fun! Even after decades in the industry, I still find the work interesting and fulfilling.”

Q: What’s one opportunity you think underwriters should focus more on in today’s marketplace?

“We should focus more on risks that help our planet, like lowering the carbon footprint, using green products, and investing in emerging industries. Thinking outside the box to find new business areas that might be different from what we are used to writing can unlock new profitable opportunities.”

Q: How do you see technology, including AI, impacting the role of underwriters in the coming years?

“Embracing new technology is important to ensure we can do our jobs quickly and accurately. AI has the potential to help both brokers and underwriters do their jobs. However, proper safeguards for both users and clients are essential. We must be cautious of losing the human connection that’s so crucial in providing value to our shareholders and insureds.”

The Canadian Broker Network Underwriter of the Year awards is a flagship program that CBN has been running on behalf of its members since 2017. The program is exclusive to CBN in partnership with Canadian Underwriter magazine. The categories allow for each of our member firms, at their option, to select one commercial lines underwriter winner as well as one personal lines underwriter winner from a primary market. The program evolved in 2021 to also allow for one commercial lines underwriter from an MGA in addition to the other two categories. The criteria includes underwriting excellence and risk knowledge; prompt and effective responsiveness back to CBN members; writing business that satisfies clients’ needs while creating a win-win for the broker and the insurer; a positive, helpful attitude; and investing time to develop trusting relationships with brokers.

Full list of 2024 Underwriters of the Year Award