The Pace

Valérie Lavoie, President and Chief Operating Officer of Desjardins General Insurance Group and IIC Chair reflects on her career journey and offers her advice to members, students and grads for a rewarding career in the insurance industry.

If you had it to do all over again, is there anything you would do differently in your career journey? What would you be sure to repeat?

I personally feel that my career journey so far has been a privilege. Looking back, if there's one thing I would do differently, maybe I would have tried to develop a more curious mindset earlier in my career to better understand global trends and how they influence the world of insurance. Developing more business-related, technical skills is a natural and vital step early in one's career. However, in a rapidly changing world, connecting with what's happening in a broader sense is another effective way of learning about our industry.

Something I would be sure to repeat is how much I listened—to our members and clients to ensure we stay relevant on the market, to my employees to better support them and ensure that they can grow with the organization, and to my colleagues so we can work together in a positive way to build high-performance solutions.

What are you most proud of in your career and your personal life?

From a professional standpoint, I'm proud to have played a role in making sure everything my organization does is in the best interests of our clients. And of course, that's not something you can achieve alone! I'm proud of my team members. Desjardins General Insurance Group has 7,000 employees from coast to coast who are passionate about the client experience, always ready to meet the needs of our policyholders and constantly looking for ways to improve. They're engaged, accountable and enthusiastic, and some of them have been with the organization for more than 35 years.

From a personal standpoint, of course I'm extremely proud of my family and my two adult sons. The older one has finished school and just bought his first home, which is a big step in life. My younger son is a young adult living with autism, and I'm especially proud of all he accomplishes every day.

Why do you believe it’s important to continue upgrading your skills and knowledge throughout your career?

First of all, because I believe it's important to remain curious and stay current so we're always doing what's best for members and clients. And because there are so many opportunities to advance your career in insurance. I also believe that investing in your development is like giving yourself a gift. Of course, you learn useful theory, but you also discover a lot about yourself. Knowledge is one of our most important assets.

Do you feel volunteering within the industry is essential to expand your knowledge and skillset? If so, why?

I believe that philanthropy and community involvement are essential. We're experts in insurance, which is about being there for people. We support our clients when they're going through a difficult time or need help. Sometimes though, it's clear that being there for people—after a major fire, natural disaster or serious car accident, for example—takes more than insurance. We work with complementary organizations that provide support beyond what we can do as an insurer. I believe that our awareness and goodwill drive our commitment to philanthropy and community involvement, and vice versa. By taking the time to volunteer, we're able to see how lucky we are and be even more open and empathetic in our work.

As a volunteer with IIC, what has brought you the greatest satisfaction?

Seeing people who are proud of their achievements, who have laid the groundwork for successful careers and are in a position to reach new heights thanks to the Institute's courses and programs brings me huge satisfaction. The curiosity and determination our students have shown are just as important as their drive to succeed. I'm proud to know that all these people are part of my industry and will be contributing to its future!

This will be your final message as Chair of IIC. What parting words/advice would you like to leave with the membership/students/grads of the Institute?

I've had the opportunity to meet with many people this year. First, the committed members of the Institute, who care about developing careers in insurance, and who are invested in providing quality education and sharing their knowledge with others. I've also met with a number of graduates of the Institute who have spent so much time and effort investing in their own careers. Every time, I've said to myself that I'm privileged to work in a field where so many competent, motivated people are committed to the future of our industry.

Members, students, graduates—wherever you are in your career, you all bring something valuable to the table. The insurance sector will face numerous challenges and have opportunities to achieve great things in the coming years. Keep your passion and love of learning alive!

Property and casualty insurance has a multitude of career opportunities in a variety of settings. And in connecting with insurance professionals, you soon discover that there are almost as many routes through the industry as there are people who work in it.

Continuing our series on the many roles available in the industry we recently chatted with Tendai Moyo, Senior Vice President- Cyber Practice Lead at Risk Strategies Company Canada.

Getting Started

I initially entered the insurance industry as a broker because it was a convenient opportunity at the time. The company offered comprehensive training which included guidance and support in obtaining a broker licence. I figured I would do it short term while I decided on my next career move. It has now been over 15 years and I obtained my CIP designation during this time and am still a broker and couldn’t be happier that I decided to stay on this path.

I have discovered many specialized areas that I enjoy. My first specialization was in Professional Liability. For the past six years, I’ve focused on Cyber insurance, a field that is intriguing and has become vital in our digital world. I would say it is certainly an exciting role that will keep you on your toes. The role requires problem-solving skills to tailor solutions to meet different risk profiles which is challenging and rewarding. Being a broker is a combination of risk management, technology, sales and client service. It requires a deep understanding of insurance products, strong interpersonal skills and ability to support the claims process.

My role

As the Cyber Practice Leader, I am proud to build bespoke insurance solutions that respond to the complex needs of our clients as they navigate the connected world, ensuring that their businesses are safeguarded against potential cyber-related losses. My role as a broker also includes managing strategic insurer relationships and serving as an internal resource for my colleagues with respect to all things tech and cyber.

A special aspect of my role is the opportunity to work closely with a diverse range of industries including retail, healthcare, film industry, manufacturing, events, finance, education, professional services and more. Each sector faces unique challenges requiring me to develop tailored insurance solutions and risk management strategies.

One of the challenges of my role is keeping up with the ever-changing cyber landscape. The rapid evolution of cyber threats means you have to keep up and try to be ahead. To overcome this, I have committed to continuous learning and professional development. I stepped out of my comfort zone and completed a cyber security focused course attaining the Cyber COPE Insurance Certification(CCIC) designation, an executive certification in Cybersecurity through Chubb and Heinz College of Carnegie Mellon University.

I play a vital role in this digital tech driven era assisting different types of organizations to secure appropriate coverage to protect them when faced with cyber threats. I consider it a success when I help develop a robust cyber risk management strategy, ensuring that if there is an attack on a network, my client is prepared with the right tools, coverage and resources to respond effectively and mitigate the impact.

Advice for young professionals

The insurance industry has so many areas and opportunities to learn and grow. My advice is to explore a few areas – claims, being a broker or underwriting. Don’t be afraid to explore and experiment and see what resonates more with you. Whatever you choose, there is always room for advancement. A variety of skillsets can be applied and overall it is a rewarding field. To succeed as a Cyber Broker, you need to be ready to adapt in this fast-paced digital environment and to keep up with all the new developments. Take the time to build relationships with your clients, insurers and others within the ecosystem. The right partnerships will result in valuable solutions for your clients and a rewarding career.

The Institute’s latest industry talent gap initiative, designed to transition internationally educated professionals, newcomers to Canada and career changers into the industry, has created a sense of purpose and belonging among the participants who completed it.

The goal of the six-week pilot program was to provide a pathway for newcomers to Canada to enter the dynamic and rewarding world of property and casualty (p&c) insurance, by providing introductory insurance information and career development skills. The program blended online modules and in-person sessions and featured applied learning activities, guest speakers, and opportunities to network with employers.

Peter Hohman, President and CEO of the Insurance Institute of Canada, said, “Our social media feeds were abuzz with success and gratitude messages from the IGNITE program participants. Their obvious enthusiasm for the industry is indicative of the value this unique program offers, while building bridges into our industry.”

We caught up with some of the participants who happily shared their thoughts on the program to inspire others.

Ruhee Kassam: “All aspects of the IGNITE program were thoughtfully designed and meaningful. The online modules introduced me to important concepts related to insurance and equipped me with the right terminology. In-person learning activities helped me articulate my learnings and ask questions to clarify concepts that I had not fully understood.”

Mariko Akane: “Our group was awesome, and we had active discussions in every session. Everyone is kind and passionate about their new career in Canada. Guest speakers and networking with experts in the industry were invaluable experiences. Now I am so motivated and excited about what the future holds for me!”

Parisa Karimi: “The IGNITE program has significantly influenced my career aspirations by showcasing the various paths within the insurance industry and the potential for growth and development.”

Flora Dinh: “Completing the IGNITE Insurance Career program, along with my experience in the insurance industry, has given me a deep appreciation for its dynamic nature and the wealth of opportunities it offers.”

Nazlin Hirji, Vice President Programs at the Institute, said she is “encouraged by the calibre and enthusiasm of those who participated” and wished to thank the panel of industry judges for their contributions, including Colin Laird, Sami Boubertakh, Karen Jarvis-Adams, Iris Yangxiaoshen Yang, and Vinita Jajware-Beatty. “Our industry is one where purpose meets passion, and volunteers are always there to provide generous support. We are excited to announce the next steps in the program soon.”

It’s a common theme among those in the industry who manage people to encourage them to earn their CIP designation as soon as possible. Recently, we spoke to two managers to ask them why they feel it’s important for their staff to have a CIP and how it benefits the company. Here’s what they had to say:

Amy Findlay, B.Sc., FCIP, CRM, Territory Manager, Commercial – Foothills Region, BrokerLink
Why do you feel it’s important for your employees to earn their CIP?

The CIP designation gives a broad understanding of our industry and helps individuals determine their passion, whether it’s in claims, underwriting, or brokering. The knowledge gained through the CIP creates well rounded professionals and shows a commitment to bettering oneself and our industry as whole.

What do you/your company do to encourage and motivate your team to pursue the CIP?

At BrokerLink, we believe in continuous education and growth in the industry, and the CIP is a great way to achieve that knowledge and helps create strong insurance professionals. In addition to the career benefits and knowledge that individual receives, BrokerLink financially supports employees in their quest for a CIP designation, as well as rewards individuals who successfully complete all 10 courses with a designation bonus.

How does the CIP benefit the employee? You as a manager? Your company?

A CIP designation allows you to explore your interests with relevant, timely content and support from an experienced instructor. As a manager, I like knowing my staff is invested in their career and committed to our industry. BrokerLink benefits by having educated professionals supporting our clients with broad knowledge. In addition, CIP classes count towards continuing education hours for broker licensing requirements.

How soon after hiring do you suggest your employees start CIP courses?

This is an individual decision, but I recommend including CIP classes in your career development plan early, and throughout, your career. Building educational content into your work/life balance allows you to continually support your own development as an insurance professional, and helps you maintain the skillset needed by a lifelong learner.

Are there specific courses in the CIP that you feel are particularly important for your staff to take? Why?

I recommend that you try something different from your day-to-day! If you are a broker, take a claims course. If you work in underwriting, taking a course on Broker Essentials. This is a great way to put yourself in someone else’s shoes and experience something new.

Does the CIP help your staff in dealing with customers? Any examples?

Customers want to feel they are dealing with a professional who understands their unique needs. A CIP designation gives you more knowledge and experience to help support what you experience on the job.

Does BrokerLink offer financial support to employees who want to take the CIP?

Yes. At BrokerLink we pride ourselves in providing our employees with Professional Development opportunities and the transference of these skills to their job is highly beneficial to us. Not only do we want to ensure that employees have the financial support to pursue their education as they wish, but we also offer a bonus upon completion to celebrate their hard work.

Does BrokerLink use the CIP as a recruitment or retention tool?

As a hiring manager, I look for candidates that show commitment to the insurance industry and are wanting to build a lasting career. Having CIP courses on their resume is a great way to demonstrate that commitment, and it shows a robust knowledge of the insurance industry.

Jeni Hamu, FCIP, Claim Manager, Travelers Canada:
Why do you feel it’s important for your employees to earn their CIP?

The CIP program provides insurance professionals with the foundation to succeed in the industry. Whether they intend to be in the broker channel, claims, actuarial or underwriting – there is support for their continued learning. Obtaining the CIP designation is a signal of one’s dedication to the industry and to their profession. CIP courses are also recognized by several provincial regulators who base their licensing progression through the CIP program, such as New Brunswick.

What do you/your company do to encourage and motivate your team to pursue the CIP?

I am extremely lucky to be closely affiliated with the Institute, so I share my experiences as a CIP/FCIP student, CIP instructor and CIP Society member. I have helped students navigate the courses they may be interested in pursuing and have explained how they may benefit their career. Travelers Canada also offers ACIP, CIP and FCIP designation awards.

How does the CIP benefit the employee? You as a manager? Your company?

Holding a CIP designation is an accomplishment to be proud of. I have hosted the Hamilton/Niagara convocation for the past several years and one of my favourite moments is when I ask newly minted CIPs to stand among those present from the CIP Society – it is inspiring to be in the ranks of Presidents, CEOs and other senior industry leaders.

How soon after hiring do you suggest your employees start CIP courses?

No matter what area of the industry you’re starting in, there is a lot to learn. I recommend that students begin taking courses as soon as they enter the industry. Foundational courses, such as Principles & Practices of Insurance, provide basic information, allowing students to understand various fundamentals of the industry, including legalities, terminology and more.

Are there specific courses in the CIP that you feel are particularly important for your staff to take? Why?

All CIP students will take Principles and Practices of Insurance, as it is a required course. As a claim manager in General Liability, I would be remiss if I didn’t state that Insurance Against Liability is a MUST! Essentials of Loss Adjusting is also an excellent course, as it touches on the importance of soft skills in claims handling.

Does the CIP help your staff in dealing with Customers? Any examples?

I would certainly say yes – from interpreting coverage and the legal landscape, to the importance of soft skills and exceptional customer service for all stakeholders.

Does Travelers Canada support your employees financially to take the CIP?

Travelers offers employees financial support through its Education Assistance Policy.

Does Travelers Canada use the CIP as a recruitment or retention tool?

Generally, when I am recruiting, I am looking at experience and education. Having a CIP designation is something that stands out for me. The course work is rigorous and often done in the evenings after work – it takes chutzpah to obtain. I remind staff as they work toward the CIP designation how it can help them throughout their career.

Our ideal candidate is enrolled in the CIP program, as highlighted in our claim handling job postings. As well on our Travelers Canada website, we provide details about our educational assistance program and cash awards for industry professional designations in our benefits brochure. CIP enrollment is also encouraged for current employees through career development discussions with their managers. Additionally, our recent introduction of in-person CIP classes has been very well received.

Anything else you’d like to add regarding the benefits of the CIP?

Obtaining the CIP is by no means easy. It takes hard work and determination. In return, you get what I consider to be the gold standard of industry education – and you’ll get to meet some great people along the way.

So much to do, so little time. There’s plenty of work for your whole team, but how can you ensure that even the newest members are ready to jump in?

The new Accelerated Competence Series from the Insurance Institute is intended to help address this situation. Designed to allow new insurance professionals to get up to speed quickly, this series of short learning modules delivers a quick knowledge boost to help teammates become on-the-job ready.

Each self-paced, online module consists of a set of introductory learning videos on different topics. The content emphasizes core insurance concepts, key terminology, and the main industry roles, so it’s especially relevant for those new to the industry. Existing professionals looking to change functions – for example, from a brokerage role to an underwriting or claims role – will also benefit.

There are several options to choose from:

Onboarding Competence – This module introduces some fundamentals of the p&c industry and is particularly helpful for any new hires, whether they’re in an insurance professional role or a non-insurance role.

Core Competence bundle: Claims Adjusters, Underwriters, Brokers – This bundle of three modules provides an orientation to important insurance roles and processes. The content is designed for people who are in an entry-level or support role in any of the three functions.

Commercial Competence for Brokers and Underwriters – This module is particularly suitable for an entry-level commercial broker or underwriter, or for someone new to a support role in commercial insurance.

The new modules began rolling out in March 2024, and the full set will be available from October. Early feedback from reviewers has praised the clean visual design and the engaging, bite-sized structure of the content. Reviewers also appreciated that assessments are brief, provide feedback, and can be reattempted – helpful features when a trainee is trying to learn the essentials quickly.

“These new learning products are designed to be easily incorporated into our industry partners’ existing onboarding programs,” says Peter Hohman, IIC President and CEO. “The Accelerated Competence Series will address the need to expedite the onboarding of new hires so they can function in their roles as quickly as possible.”

The Accelerated Learning Series is part of the Insurance Institute’s Project Reframe, a multi-year initiative to help address talent gap issues in Canada’s p&c industry.

Further details:
www.insuranceinstitute.ca/en/Programs/AcceleratedCompetenceSeries

The Institute is continuously evolving the CIP program to ensure it meets the needs of the industry.

As a result, the newest component of the CIP program has launched. Enabling Skills for the Insurance Professional is a short set of self-paced interactive online learning modules that explore crucial workplace skills that support effective practice as insurance professionals.

Enabling Skills has been designed to be a highly flexible online learning experience and can be completed alongside a student’s other CIP studies, at no extra cost with a modest time investment. No books or exams are involved.

The modules were initially piloted by a small group of CIP students, and have now been extended to all active CIP students. While the modules are currently optional, they will become a required component of the CIP program in 2025 and beyond.

The modules specifically support increasingly in demand competencies such as business acumen, interpersonal communication, customer service, ethics, and professionalism. Often referred to as “soft skills” or “transferable skills”, these competencies include areas such as digital fluency and data management, which are touched upon in the CIP program and have now been increased in scope through Enabling Skills.

Enabling Skills are complementary to the mainstay of the CIP program, which is already known industry-wide for providing deep technical knowledge of insurance principles, products and services, while providing a comprehensive, coast-to-coast understanding of the legal and regulatory framework across Canada, and much more.

The Pace reached out to a few CIP students who have completed Enabling Skills in order to share their experiences:

Ruxandra Cirlova, RIBO and Manager, Ontario Billing at BrokerLink Inc. mentioned that she “found the self-paced interactive modules to be very engaging and relatable and that it made understanding the material smooth and enjoyable. It was also helpful to be able to pause and return to it at my convenience. Another positive was that I was able to complete the modules in any order or, repeat them. And the best part, there was no final formal exam.”

Cherie Seys, Member Support Associate at Axiom Mutual Insurance told us ”I really enjoyed self-study and worked at my own pace when I had free time, as it did not interfere with my work-life balance and there were no deadlines. The games and videos were very interesting.” She also really enjoyed the People Skills and learning how to deal with different people and scenarios.”

CIP student, Gwen Reeves advised that she sees “Critical Thinking as of utmost importance in our roles, and to learn anything new that you may use in future, is always a benefit.”

Paula Webb, Underwriter II, Commercial Lines at The Wawanesa Mutual Insurance Company noted that she enjoyed completing the Enabling Skills learning modules, games, videos, real-life scenarios, vignettes, interactive activities and quizzes at her own pace.

Professional Ethics and pivoting to digital communications

In our last Ethics column was a scenario about The Ethics of… Pivoting to digital communications. We asked if it was appropriate for an abrupt switch to digital communications? What considerations and/or methods could be deployed to meet the needs of all involved?

Here’s a response from one of our members:

I feel that the abrupt switch to digital communication did not serve the needs of all clients and would alienate those with long standing relationships – regarding if they are “techy” or not.

The way I would have handled this initiative is as follows:

• Sending out an introductory letter to all clients advising that communicating with the brokerage digitally is an option that they may want to take advantage of and list all of the “pros” of moving to this communication method.


• Send out a survey to all clients and ask whether they would like to communicate digitally or not. This gives clients the choice and makes them feel like they can choose what they want for themselves.


• Continue to send out the survey link to those that have not registered for digital communication once per year going forward to catch those that haven’t responded to prior surveys.


• During client interactions – market the option and advantages of digital communication and offer to sign them up on the spot.

Making the transition is going to take considerable time but is the right way to move forward. After all, as insurers, we pledge to be there for our clients and to service their needs in whatever way works for them.

Cathy Laurin, B.Comm, FCIP
Manager, Personal Lines
Intact Insurance

Stay on top of industry trends with the Quarterly Review
The CIP Society Quarterly Review is a seasonal magazine takes a deep dive into the people, trends and issues that are driving innovation and moving our industry forward. If you want a closer look at how professionals are evolving their businesses through products and organizational strategy be sure to stay up to date with the Quarterly Review. Over the past year, we’ve published in depth articles about Allyship, Artificial Intelligence: Emerging Technologies and Ethics, and Climate Change.

Interested in making a difference in your community of p&c professionals?
The CIP Society is looking for motivated professionals from a variety of backgrounds, with strong critical thinking and creative problem-solving skills, to join our National Council. Help shape the future of the Institute’s graduate community.

Interested? Email bmilner@insuranceinstitute.ca and include your resume or a link to your LinkedIn profile before October 31, for more information.

Membership renewal helps you stay in the know

As a member, you can continue to give your career a boost with our coveted CIP, ACIP, FCIP, and CMGA designation programs and our Risk Management and Commercial Insurance certificate programs, as well as professional development opportunities that give you access to the latest industry knowledge and real-world practices.

Our membership year runs from June 1 to May 31. We have already sent notifications out to you or your employer by e-mail or post, and our Member Services team is busy processing renewal payments. If you haven’t renewed your membership already, we encourage you to do so as soon as possible to ensure that service interruptions are avoided.

Renew and pay on-line now—it’s quick and easy: Log in and go to “My Profile” and then “My Membership Information.”

If you have yet to receive your membership notification, please contact our Member Services Team as soon as possible at 1-866-362-8585, Monday to Friday, from 8:00 a.m. to 7:00 p.m. EST.

View your profile, and don’t forget to update your details if they have recently changed.

2024 - Annual General Meeting

The 71st Annual General Meeting of The Insurance Institute of Canada will be held in Victoria, British Columbia, on Tuesday, October 29, 2024, at the Inn at Laurel Point. The meeting will begin at 3:30 p.m. PDT and follow this agenda:

1. Notice Calling Meeting; Roll Call
2. Reading of Minutes
3. Reports of Officers, Councils, and Committees (including Chair’s Address)
4. Annual Financial Statements and Auditor’s Report
5. Approval of Acts of Governors
6. Elections
7. Appointment of Auditors and the Determination of Their Fees
8. Such other business as may be properly brought before the meeting
9. Termination

James Russell, BMath, FCIA
Chair of the Board of Governors

Peter Hohman, MBA, FCIP, ICD.D
Chartered Insurance Professional
President and Chief Executive Officer

Course Text Updates - July 2024

English textbook

French textbook

Call for Content Contributors

Are you looking to share your industry knowledge and understanding of current best practice? Are you eager to participate in a rewarding professional development experience? Consider joining our community of industry professionals and contributing to the Insurance Institute of Canada’s expanding content library and course offerings.

We are looking for volunteers with:

• a minimum of three to five years’ experience in the p&c industry, such as underwriting, claims, risk management, and sales; and
• expertise in emerging and evolving fields, such as data analytics, extreme weather, pandemics, autonomous vehicles, and cyber security.

Past experience in writing or teaching is not required—a dedicated editor will guide you through the process and help you review, update, and/or write content.

As a volunteer, you will be thanked in the Institute’s annual report and receive an honorarium for your contribution.

If you or someone you know would like to share your expertise and contribute to the development of the Institute’s professional designation and certificate programs, contact academicprograms@insuranceinstitute.ca. As a next step, you’ll be asked to fill out a brief online form outlining your experience and credentials. The academic programs team will then determine how your expertise aligns to the projects that are under way.

The Insurance Institute welcomes your expertise.