As Canada’s insurance brokerage industry evolves, so too does the challenge of onboarding new talent effectively.

For many brokerages, particularly those in the independent space, onboarding is a critical opportunity to shape future performance, engagement, and retention. Yet, for all its importance, onboarding remains one of the most persistent pain points for brokerage leaders.

Traditionally, broker onboarding has leaned heavily on licensing courses, but as Lorie Phair (pictured right) noted, that’s 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 Phair, president of the Canadian Broker Network (CBN), a national group of more than 30 independent insurance brokerages. The network collectively represents over $3.5 billion in property and casualty premiums.

The “readiness” gap at insurance brokerages

Licensing equips a broker with the foundational knowledge of regulatory requirements, but not necessarily the confidence or competence to handle the nuances of risk assessment, client service, and policy interpretation. The gap between qualification and readiness is especially problematic for brokerages.

Phair said 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,” she said, “but ensuring there is an organized training curriculum that provides a reasonable level of industry knowledge within a reasonable timeframe.”

The result is a fragile first impression for many 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 (pictured left), vice president of business development and strategic partnerships at the Insurance Institute of Canada (IIC), said traditional three-month onboarding programs can be too slow to deliver real-world preparedness.

“We heard time and again from leaders: ‘We need to get people in the door, but once they’re here, how do we get them up to speed quickly?’” Neal said.

With the rise of complex risks, such as climate change, cyber threats, and evolving consumer expectations, brokers need more than regulatory knowledge, according to Phair.

“Brokers play an incredibly important role in ensuring that the public is informed of their risks and that they are provided with the right resources and coverage recommendations in a dynamic world,” she said.

CBN and IIC team up to address onboarding skills gap

In response to ongoing challenges with onboarding and training, CBN and IIC have partnered to help new brokers find their footing through a new initiative called the Accelerated Competence Series.

Developed by the IIC with input from industry experts, the online course offers self-paced training modules designed to build technical proficiency and real-world understanding quickly and efficiently.

Modules begin with a free, foundational course that explains the structure of the insurance ecosystem, followed by “Core Competence” modules that cover key industry roles: broker, underwriter, and adjuster. The final module focuses on commercial competence, an area identified as especially vulnerable to talent shortages due to upcoming retirements.

“Brokers, underwriters, and adjusters are all facing upcoming talent gaps,” Neal said. “This program helps meet that challenge head-on.”

Although developed through dialogue with CBN, the Accelerated Competence Series is already scaling beyond it. More than 700 people have registered so far, with participation growing across Canada, according to the IIC. Other organizations, like the Canadian Independent Adjusters’ Association (CIAA), have also signed on to use the program to onboard new talent.

“CBN’s vision is to ensure our collective strength helps to drive performance, foster exceptional growth and deliver superior value to clients,” said Phair. “We believe the critical success factors for today’s brokers include a sales culture (everyone, not just producers), specialization, and continuous recruitment of talent.”