'Tech can never replace a broker': face-to-face engagement remains key 

Technology has brought about efficiency, freeing up brokers from being tied up with time consuming manual processes but it should not be seen as a replacement for face-to-face client interaction, according to WA-based brokerage Grace Insurance. 

Director Frans du Plessis says technology is key to facilitating the future of broking and that his team utilises digital tools to its “fullest extent” to streamline processes. 

But when it comes to advising clients, it must remain the job of brokers, he says. 

“I do not believe technology can fully replace a good broker,” he said. “Rather, the future of broking will be driven by improving and enhancing technology to help our brokers advise their clients.” 

He says one of the key roles of a broker is to educate clients and from his experience, many are not aware of the risks they and their businesses face. 

“You’ll be surprised how many times you actually meet with a client and nine out ten times they’ll say ‘no that will never happen with me’,” Mr du Plessis said. 

“We’ve all heard it all. The brokers will tell you the stories. So the key factor I see that insurance brokers have for their clients is actually educating them on their risk and establishing the right insurance program for them.” 

He cites an example of how he uses the best of technology to help him. He had signed up a new client and decided to follow the client’s business on social media. Scrolling through the feed one day, he noticed the client had acquired a new truck for the business but had not informed him about it. 

“I thought, mate, you’re posting it on social media, but you didn’t tell your broker. But since I moved close and engage the client, I was able to pick the risk up, give him a call and advise him,” he said. 

“Technology can never replace a broker, but it can set parameters that make your work and client risk profiles so much better. I believe a good broker enhances and adapts to technology and uses it to benefit their broking business and clients.” 

Mr du Plessis shared his views as part of BizCover for Brokers Future of Broking monthly series.