Insurance Broker

New Entrant

I’ve recently joined the insurance industry - either as a school leaver, graduate, or I’m transitioning from another sector. I’m starting out in a support role, helping customers and assisting my team with administrative tasks. I’m learning the fundamentals of insurance and working towards my APA designation through the Certificate in Insurance Product Advice qualification.

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What does an Insurance Broker do?

Hear from our Education Specialist about the key roles an Insurance Broker plays in the industry.

Insurance Broker Explained

Our education specialist goes over the role of an insurance broker.

What do I do?

As an Insurance Broker, I need to possess a certain level of technical expertise in the following areas.

Technical expertise areas

Understanding Broking

Every day I’m learning something new about how insurance broking works. I’m learning about the different types of brokers, how we are paid, and what services we provide. I’m also familiarising myself with the regulatory requirements, such as Terms of Business and Service Level Agreements that we should follow.

Following Procedures

I’m learning about different insurance policies – what they cover, and all the extensions and limitations. I support day to day operations by handling queries, escalating the more complex issues. I’m getting familiar with the claims reporting process and learning my authority limits. Everything I do is supervised until I complete my qualifications.

Customer Service

A key part of my training is learning the difference between giving advice and giving information and my company has clear guidelines about this. I provide quotes for straightforward risk, issue documentation and support customers by working with internal and external experts such as underwriters, loss adjusters and risk managers. I’m learning to recognise vulnerable customers and escalate complaints appropriately.

How do I work?

These are the professional skills & behaviours that I need to be a successful Insurance Broker.

I use every day digital tools confidently and follow communication guidelines. I listen actively, speak clearly and write professionally – whether it’s an email, a document or a conversation with a customer.
- Digital skills
- Reading comprehension
- Communicating with stakeholders
- Business communication
- Active listening skills
I follow clear procedures and make straightforward decisions based on clear criteria.
- Decision making
I manage my tasks using simple tools, prioritising tasks based on deadlines and direction from my supervisor. I’m learning to multi-task, switching between activities without getting overwhelmed. I gather and process information using standard tools and established procedures.
- Organising, planning and prioritising work
- Multitasking
- Gathering information
- Processing information
I’m building respectful, courteous relationships with others and learning the importance of good communication skills. I greet customers with a friendly positive attitude and understand the basic ethical guidelines. I contribute to the team by completing tasks, sharing updates and offering help when needed.
- Maintaining strong relationships
- Customer service
- Ethical behaviour
- Team work
I complete tasks accurately by following instructions and paying attention to detail. I’m developing good organisational skills and use available tools and resources to solve problems and seek help when needed. I’m learning to manage my time effectively to complete tasks and meet deadlines.
- Attention to detail
- Resourcefulness
- Time management

Hear from Actual Insurance Brokers

Dive into the daily life of an Insurance Broker.

Shane Doe

Video description.

Jane Doe

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Next steps

Complete the APA qualification by registering for the Spring/Summer 2025 semester.

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Overview