2024 Underwriters of the Year | Rhonda Kehler, Senior Commercial Lines Underwriter, Optimum General Insurance

Rhonda Kehler’s insurance journey reflects her commitment and passion that have guided her through various roles on both the broker and insurer side over nearly three decades in the industry.

Starting her career in 1996 as a receptionist and processor, Kehler worked as an Autopac CSR and personal lines broker for 16 years, earning her CAIB certification along the way. She then moved to the insurer side, joining Intact Insurance as a commercial underwriting assistant and progressing through various advancing underwriting positions to her current role.

A married mother of three adult children — one of whom she has encouraged to join the industry — Kehler is a committed professional, and she extends this commitment beyond her professional life. She’s actively involved in her church’s children’s ministry and has a profound passion for supporting orphans through Chain of Love in Brazil, where she’ll return in early 2025 to continue her work with the organization.

Reflecting on her recognition by Nation West Insurance, a broker member of the Canadian Broker Network, Kehler says she is “deeply humbled” and inspired to continue to do her best.

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

“One built on trust and honesty. Being able to trust what I’ve been told and receiving all the available facts help us work together to find fair solutions for both the company and the insured. Maintaining a high moral standard is important to me, and I strive to treat others as I would like to be treated.” 

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

“My transition into underwriting came about organically as I explored various career paths within the insurance field. I’ve always enjoyed the challenge of understanding risks in depth. I found my niche working on the company side, and while I considered a role as a claims adjuster due to my passion for helping people, I realized I could be just as helpful in my current role with my peers, managers, and brokers.” 

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

“The shortage of experienced underwriters. With many companies adopting hybrid work-from-home models, training new underwriters has become more difficult. I’m fortunate to work for a company that prioritizes teamwork and supports one another’s success, which I greatly appreciate.” 

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

“Insurance is much more fascinating than it appears at first glance. There are numerous examples of businesses requiring coverage, the excitement of understanding diverse risks, and a wide array of career paths within the industry.”

Q: What’s one opportunity you think underwriters should focus more on in today’s marketplace?
“Since I began my career, there has been an increase in mergers and acquisitions, leading to larger entities with broader market reach. Underwriters should focus on adapting to these changes and understanding the evolving landscape to better serve clients.”

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

“Technology has greatly advanced the insurance industry by streamlining processes, reducing manual data entry, and enabling automatic issuance. However, I believe the human element will remain crucial for certain decision-making processes and for building and maintaining relationships.”

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