The Evolving Challenge of Onboarding in Canada’s Insurance Brokerage Industry
As Canada’s insurance brokerage industry continues to evolve, the challenge of effectively onboarding new talent has become increasingly critical. For many brokerages, particularly those in the independent sector, the onboarding process represents a crucial opportunity to shape future performance, engagement, and retention. Despite its importance, onboarding remains one of the most persistent pain points for brokerage leaders.
Traditionally, broker onboarding has relied heavily on licensing courses, but industry experts note that this is only the beginning. “A licensing program is intended to provide someone with enough knowledge to help them pass a licensing exam. Upon successful completion, it’s now a license to learn, not to be an effective broker,” said Lorie Phair, president of the Canadian Broker Network (CBN), a national group representing over $3.5 billion in property and casualty premiums.
The “readiness” gap at insurance brokerages is a significant concern. While licensing equips brokers with foundational knowledge of regulatory requirements, it doesn’t necessarily provide the confidence or competence to handle the nuances of risk assessment, client service, and policy interpretation. This gap is particularly problematic for brokerages, as Phair noted that a major concern among CBN members is the lack of a scalable curriculum for new hires to get them ready for the demands of their complex and client-sensitive profession.
“One of the most significant challenges brokerages face today is not only finding talent,” Phair said, “but ensuring there is an organized training curriculum that provides a reasonable level of industry knowledge within a reasonable timeframe.” The result is often a fragile first impression for new brokers, who may feel overwhelmed, unsupported, or underprepared, leading to early burnout or attrition.
Another common misstep is relying solely on mentorship or shadowing programs. While valuable, these programs can vary significantly in quality depending on the individual mentor, potentially leading to inconsistent onboarding. Brad Neal, vice president of business development and strategic partnerships at the Insurance Institute of Canada (IIC), noted that traditional three-month onboarding programs can be too slow to deliver real-world preparedness.
In response to these challenges, CBN and IIC have partnered to launch the Accelerated Competence Series, an online course designed to help new brokers find their footing quickly and efficiently. The self-paced training modules begin with a free foundational course explaining the structure of the insurance ecosystem, followed by “Core Competence” modules covering key industry roles. More than 700 people have registered for the program so far, with participation growing across Canada.
The industry is shifting to address the talent shortage and readiness gap. As Phair noted, “CBN’s vision is to ensure our collective strength helps to drive performance, foster exceptional growth, and deliver superior value to clients.” The Accelerated Competence Series represents a significant step towards achieving this vision by providing a scalable and effective onboarding solution for new brokers.
