Canadian Underwriter

Category: Practice Tools

Why innovative customer experience will define the future of personal auto insurance

Customer expectations are rising across every industry, and personal auto insurance is no exception. “Today’s consumers expect real-time updates, seamless digital experiences, and immediate reassurance,” says Jacqueline Massi, Chief Operating Officer at Accident Support Services International (ASSI). “When a minor collision happens, those expectations intensify.”

For insurers, the claims experience has become the defining moment of truth, impacting customer trust, satisfaction, and long-term retention. That experience begins the moment a claim is reported.

“That first interaction sets the tone for everything that follows,” says Harinder Verma, ASSI’s Chief Technology & IT Security Officer. “Technology is helping turn that moment from confusing and stressful into a reassuring, seamless, and trusted experience.”

A better start to the claims journey

At ASSI’s Collision Reporting Centres (CRCs), drivers are guided through each step of fulfilling their legal reporting obligations while simultaneously starting their insurance claims. For insurers that have enabled ASSI’s First Notice of Loss (FNOL) integration, verified collision data is transmitted directly into their claims systems in real time.

“The insured gets help completing their report, walk away with a claim number in their hand and an adjuster assigned,” Massi explains. “They feel informed and supported, and it helps take the panic out of a stressful situation.”

This immediate connection allows insurers to begin communicating with the policyholder sooner, providing next steps and reassurance, often even before the customer leaves the reporting centre. They can’t obtain the information any quicker than when it is reported to the police at the time of the incident.

“It builds that trust from the very beginning,” says Massi. “Customers know their insurer is there to support them, and it sets the tone for the overall claims experience.”

Behind the scenes, ASSI’s technology is driving improvements and greater efficiency.

FNOL integration delivers verified collision data, a full suite of photographs and supporting documents directly into insurers’ claims systems, allowing teams to begin triage immediately. Because the information is already validated, insurers can focus on supporting customers rather than collecting basic details, thus reducing repetitive questioning and streamlining claims.

“Modern FNOL tools capture better information right from the start,” says Verma. “That improves liability assessment, speeds up decision-making, and helps fast-track claims.”

That early access also strengthens insurers’ ability to detect potential fraud and identify complex claims sooner, helping insurers make informed decisions and resolve claims faster.

Innovation shaped by insurers’ needs

As insurers invest in digital claims strategies, customization has become essential. FNOL integrations can be tailored to align with each insurer’s systems, workflows, and communication preferences.

“ASSI’s FNOL integrates easily with existing claims systems and allows insurers to scale and tailor the customer experience to match their specific needs, whether that’s the data they receive or how they communicate with customers,” Verma explains.

That flexibility allows insurers to strengthen the customer relationship while proactively improving efficiency and responsiveness.

It also equips insurers to identify a claim’s severity earlier and begin resolving losses and repairs sooner, reducing uncertainty for customers and shortening time frames between reporting and support.

“A strong FNOL integration isn’t just about technology,” Verma adds. “It’s becoming a strategic platform that supports better service, better data, and better outcomes.”

Where people and technology meet

While technology plays a central role, it works alongside people to strengthen the overall human experience, Massi adds. ASSI’s CRC staff undergo consistent training to guide drivers through the reporting process with empathy and care.

“Our job is to make the process as easy as possible for both customers and insurers,” says Massi. “That means combining technology with consistent customer support to create faster, smoother, and more connected experiences from the very start of the claims journey.”

In personal auto, that innovative claims experience will be a competitive differentiator.

“If you don’t innovate, you’re left behind,” says Massi. “The insurers that succeed will be the ones that can respond quickly, communicate clearly, and support their customers from the very first interaction.”

March 16, 2026
How do underwriters evaluate Legal Expense Insurance risk today?

Emily King,
Director of Underwriting,
ARAG Legal Solutions Inc.

In traditional P&C insurance, underwriting is about pricing events: a flood, a fire, a theft. In Legal Expense Insurance (LEI), it’s about pricing conflict. And in today’s climate of rising legal risk, brokers have a key role in helping clients understand what that means.

“Like all insurance, LEI is about assessing frequency and severity,” explains Emily King, Director of Underwriting at ARAG Legal Solutions. “But in LEI, the loss is a legal dispute. And that is shaped by behaviour, process, and environment, not just events.”

At ARAG, underwriting doesn’t end once a policy is issued. Claims data, helpline usage and insights from counsel continually feed back into how risk is assessed and how products evolve. This feedback loop enables ARAG to adapt their coverages and services as patterns of legal disputes shift over time.

That means LEI underwriters must assess not only the chance that something will go wrong, but also the likelihood it will escalate into legal action. For clients, whether they’re individuals or small businesses, that uncertainty often leads to inaction, even when their rights are at stake, King says.

LEI changes that equation by making legal support and coverage more accessible and affordable, giving clients a way to protect their rights before problems become lawsuits.

What legal risk means in LEI

Depending on the type of legal dispute, ARAG’s LEI will cover the cost of pursuing or defending the insured’s legal rights. This includes the cost of a lawyer, disbursements such as expert opinions, and opponent’s costs awarded against them.

But unlike property or auto losses, LEI risks are often invisible until a dispute arises. And disputes are driven more by context than by catastrophe, King says.

Employment law offers a good example. “Letting someone go doesn’t automatically lead to a claim,” she says. “But how it’s handled makes all the difference. The right process avoids risk; the wrong one escalates it.”

LEI can also come into play earlier than many expect. “A claim might be triggered by just a legal letter challenging severance,” King explains.

Jurisdiction, access to counsel, and economic conditions all influence risk. “During the pandemic, for example, layoffs increased and so did employment-related claims,” she says. “With LEI risk we see what happens at a societal level filtering down.”

Underwriting what hasn’t happened yet

A key part of LEI underwriting is not just asking whether a dispute is likely, but what kind of dispute it will become if nothing intervenes, King explains. “We ask things like: Will it resolve with a legal letter? Move to mediation? Or harden into multi-year litigation? Those pathway assumptions are central to how legal risk is priced.”

LEI underwriters look for leading indicators, not just loss history, she adds. Traditional factors like industry class still apply. For example, a contractor is more likely to face contract disputes.

But other signals are more behavioural. “If it’s a small business with no HR support, they may not know how to follow the right steps, which increases the chance of a claim,” she says.

Jurisdictional factors play a key role. “Small-claims court limits vary by province, and in some jurisdictions, mandatory mediation or other processes change how a dispute unfolds,” she explains. “That affects how likely someone is to pursue an action, and how complex it becomes.”

For small businesses with less legal resources, even modest disputes can escalate quickly and become financially overwhelming. “A $10,000 issue may be a nuisance for a large company, but it could be devastating for a small business without in-house legal support,” King says. “That’s where LEI makes a real difference. It gives small businesses access to justice they might not otherwise afford.”

ARAG’s underwriting lens directly shapes its product design, not just in what’s covered, but in how risks are managed across the portfolio. Risk-reduction tools like ARAG’s legal assistance helpline don’t just offer support, they’re part of a broader underwriting strategy. By enabling early legal action, these tools help reduce the frequency, severity and duration of claims.

“Sometimes, a five-minute call is all it takes to stop a dispute from escalating,” says King. “It’s that combination of insurance, legal assistance and proactive risk-reduction tools that makes LEI such a powerful solution.”

Helping clients act before a dispute

ARAG has built this solution with a mission to improve access to justice, King says, and brokers can bring that to clients by helping them understand the value of LEI before a dispute arises.

It also clears up the common misconception that LEI helps only once a dispute is underway. “If clients wait until there’s a problem, it’s already too late,” King explains.

The strongest LEI portfolios aren’t built on clients bracing for conflict. They’re built on clients empowered to seek legal guidance early. When brokers position LEI this way, they’re not only offering clients coverage, they help actively shape legal risk before it escalates.

February 17, 2026
When technology behaves as designed – but liability still arises

As technology becomes more automated and embedded in everyday business decisions, tech liability is arising in ways that don’t fit normal patterns. In many cases, systems behave exactly as they were designed to – yet still lead to allegations, disputes, or regulatory scrutiny. For tech companies, and for brokers who advise them, this is changing how risk needs to be understood and explained.

The rise of technology discrimination claims

As technology companies rely more heavily on automated decision-making, a new class of liability is becoming hard to ignore. More and more, discrimination-related claims are linked not to what the people in the company intended, but to how the technology behaves in practice.

Put simply, these claims arise when software systems – such as hiring tools, access controls, or algorithms – are alleged to disadvantage certain individuals or groups based on how they operate. For technology companies, the issue is rarely about malicious intent. In many cases, systems behave in line with their intended design and outcomes, using defined criteria to sort, rank, or filter outcomes.

What makes this exposure challenging is that companies can act in good faith and still face allegations. Accessibility-related complaints offer a useful reference point, where digital services may unintentionally exclude users despite careful design choices. As automated systems become more complex and more embedded in everyday decisions, similar allegations are beginning to surface across a wide range of tech products and platforms.

As a result, for technology companies using automated or AI-driven decision-making, this exposure has become a practical business risk, rather than a hypothetical one.

Why these claims don’t fit neatly into traditional Tech E&O or Cyber

One reason tech discrimination claims are difficult to explain is that they do not sit nicely within traditional insurance categories. They often do not involve a cyber breach, stolen data, or a security failure. At the same time, they may not stem from a clear professional mistake.

In many cases, traditional Tech E&O policies have been silent on discrimination allegations arising from technology products, or have excluded them altogether.

Instead, liability can arise from outcomes. From how a system behaves over time. From the impact those decisions have on an organization’s users, customers, or applicants.

This creates a grey area, because there may be no obvious “incident” to point to. The system continues to operate. The business continues to function. Yet an allegation still arises. That gap between system behaviour and traditional triggers is where confusion often sets in, particularly when trying to determine how coverage should respond.

Another signal of Tech E&O change: when data is corrupted, not stolen

Not all modern technology losses involve stolen or encrypted data. In some cases, systems continue to run, but the information they rely on (or produce) is quietly compromised by threat actors. Data may be altered, manipulated, or corrupted in ways that are not immediately visible.

For tech companies, this matters because harm can arise from corrupted outputs rather than system downtime. A platform may continue to function, while producing flawed results that lead to financial loss, reputational damage, or downstream claims. In some scenarios, this type of data corruption can also be associated with cyber extortion activity, even though no data has been encrypted or removed.

From a liability and coverage perspective, these situations can be difficult to categorize, with no obvious breach, system failure, or traditional trigger – yet significant consequences can still arise. This is another example of how modern technology risk does not always align neatly with legacy assumptions across Tech E&O and cyber coverage.

Why explainability matters

As tech liability shifts towards outcomes and system behaviour, clarity becomes critical. Explainable coverage supports faster decisions today and fewer surprises later, and makes it easier to explain complex risk clearly to technology clients who already know their own technology well.

Find out how BOXX Insurance is redefining Tech E&O in Canada for 2026

January 19, 2026
The ROI of DEI for Brokers: Inclusion delivers economic benefits

Canadian Underwriter’s 2025 National Brokerage DEI Survey, made possible by Sovereign Insurance, reveals how inclusion delivers measurable business outcomes. Now in its fourth year, the research garnered responses from 227 Canadian brokers. The data shows 71% of brokers see economic benefits, led by retention and productivity, while 90% report gains in workplace experience. Explore the interactive microsite for tangible data, practical take aways and insights from Colette Taylor, COO of Sovereign Insurance – a market leader with more than 70 years of proven industry experience, bringing trusted leadership to DEI in practice.

Explore the data

December 8, 2025
Are some MGAs evolving into hybrid insurers?
Michael McLachlan,
President of Trinity Underwriting Managers

The role of Managing General Agencies (MGAs) in Canada is evolving. MGAs have become key players in product innovation, specialized underwriting, and market access, attracting unprecedented attention from private equity and global reinsurers, and larger retail broker consolidators. The Canadian MGA market has lagged behind the US and Europe, due to historic industry structures, but as Canada experiences shifts in risk complexity, distribution dynamics, and capital flows, MGAs are emerging as drivers of growth.

Historically, MGAs served two purposes: consolidators for smaller retail brokers who couldn’t secure contracts with the larger insurers and to fill gaps in underserved or emerging specialty lines (e.g. E&O, marine). Their value was in underwriting agility, entrepreneurial culture, and broker relationships. While that remains, the sector has expanded dramatically in sophistication.

Today’s MGAs operate more like vertically integrated underwriting enterprises. They deploy advanced analytics, cross-border expertise, and technology-enabled platforms to deliver tailored solutions far faster than traditional carriers. They increasingly design product, pricing sophistication, and risk-selection frameworks. For brokers, MGAs now represent not only capacity, but innovation, particularly in fast-changing sectors like technology, med-tech, fintech, cyber, and emerging professional-services risks. MGAs are attracting entrepreneurial minded underwriters who are finding it easier to get financial and capacity backing than ever before. Why work at a stodgy old insurer and get your 3% annual raise when you can move to a fast-paced innovative environment?

One of the recent drivers of change is private-equity investment. Today seventy five percent of the MGA capacity in the US is owned by private equity. Over the past decade, P.E. firms have recognized MGAs as attractive specialty financial-services investments. Canadian MGAs are increasingly part of these transactions, mirroring trends long seen in the U.S. and U.K.

Private equity sees three advantages in the Canadian MGA model:

Capital-light growth: No balance-sheet risk, enabling expansion without tying up significant capital.

Fragmented market: With well over a hundred small to mid-sized MGAs in Canada, P.E. firms see opportunities to build scaled platforms with multi-line capabilities.

Recurring earnings: Commission income particularly in specialty lines with low loss frequency, generates stable EBITDA that PE values highly.

As a result, Canada is witnessing a wave of acquisitions, platform roll-ups, and growth-equity injections that are transforming many MGAs. New innovations such as AI-driven underwriting, national broker-distribution networks, U.S. expansion, and proprietary technology are now achievable with PE backing. MGAs that don’t take advantage of these new initiatives risk becoming irrelevant. Many of the oldest MGAs in Canada are the ones suffering the most in the current soft market. The risk of becoming too big can sometimes be that you start to resemble a large slow-moving insurer, with poor service and lack of imagination.

Global reinsurers are also supporting MGAs. Reinsurers have always been present in the Canadian market, but as primary insurers expand and retain more risk their involvement is shifting from traditional treaty arrangements toward a more direct engagement with delegated underwriting platforms.

For reinsurers, backing MGAs offers several advantages:

Specialty-line growth: a fast route into complex, emerging, or under-penetrated lines- particularly cyber, technology E&O, and life-science risks.

Underwriting expertise: MGAs often possess deeper specialization than primary carriers, making them attractive partners for reinsurers seeking high-quality, well-segmented portfolios.

Lower friction market entry: In a regulated and relationship-driven market like Canada, supporting an MGA is faster and cheaper than building new primary operations.

This alignment has led to hybrid models where reinsurers not only provide capacity but participate in product design, analytics, and long-term growth strategies. For MGAs, this access to high-quality reinsurance capacity can catalyze expansion into new niches and improve pricing stability even during challenging market cycles.

A More Strategic Role Ahead

Taken together, these forces, private-equity investment, reinsurer engagement, broker demand for specialization, and technology-driven underwriting, signal a fundamental reshaping of the MGA sector in Canada. MGAs are no longer peripheral players; they are becoming strategic partners to carriers, incubators of new specialty products, and engines of innovation for brokers serving increasingly complex needs. As an idea of the potential upside for MGA based premium, the US market is over $100 billion premium. The Canadian market is estimated to be around $4 billion, so lots of room for growth.

As the Canadian market continues to diversify and global capital flows seek efficient pathways to deploy into specialty risk, the role of MGAs will only expand. The coming decade is likely to see even greater consolidation, deeper reinsurer partnerships, and an acceleration of the MGA model into high-growth niches that traditional insurers struggle to serve. In this evolution, MGAs are not simply adapting to change, they are driving it.
December 8, 2025
Why brokers should bring surety into their clients’ boardrooms

In today’s risk-heavy economy, confidence is currency. And surety is helping deliver it. That’s why commercial brokers should bring the surety conversation into their clients’ boardrooms early, says Michael Sloniowski, Senior Vice-president and Head of Surety at Aviva Canada.

“As trusted advisors, brokers have the opportunity to reaffirm the critical role of surety in uncertain times,” says Sloniowski. And now they can back that up with data.

The 2025 Canadian Centre for Economic Analysis (CANCEA) report puts hard numbers behind what Sloniowski and his team have long understood: surety bonds protect GDP, jobs, and taxpayer dollars. Particularly in a volatile economy, every $1 million in premiums safeguards over $27 million in GDP and over 200 full-time jobs. Construction firms without bonds are 10 times more likely to go insolvent.

“Most public projects already require bonds,” says Sloniowski. “But the data underscores the broader economic and social value of surety, especially now.”

From risk response to prevention

Surety has always played a role in construction and infrastructure, but today’s market amplifies its importance, Sloniowski explains. “Post-COVID economic turbulence — that’s been marked by inflation, supply chain disruption, and rising interest rates — has pushed many contractors into tighter margins and increased financial stress. As surety partners, we’re not just assessing their financials. We’re looking at how companies operate, how they plan to grow, and what risks they face. We bring insights from across trades and sectors to help brokers and clients make more informed decisions about the work they pursue and how they pursue it.”

He sees Aviva’s role as that of a strategic advisor alongside brokers. “Whether it’s navigating a dispute, advising on scope-of-work considerations, or flagging emerging risks, surety is becoming part of the proactive risk conversation, not just the backstop. When surety is involved early, we can reset relationships, identify financial friction points, and minimize the chance of insolvency.”

Local knowledge, national expertise

Brokers trust Aviva not just for its capacity, but for its commitment to collaborative relationships, deep market insights, and local expertise.

“Our solutions are made in Canada, by Canadians, for Canadians,” says Sloniowski. “That localized knowledge, from Halifax to Vancouver, is something we’re proud to bring to brokers and clients.”

Aviva offers a full spectrum of surety solutions, including contract surety for general, heavy civil, and specialty trades; commercial and transactional bonds, such as reclamation, permit, and customs bonds; and a growing footprint in developer surety, especially in the real estate and infrastructure sectors.

Every solution is backed by an experienced underwriting team with national reach and sector-specific expertise. “Our underwriters are known for being transparent and responsive, sharing peer benchmarks and strategic insights, and flexible bonding approaches that evolve as clients grow,” says Sloniowski. “We have clients who started with us 40 or 50 years ago as small operations and are now leading large-scale projects. We’ve been there with them the whole way.”

The broker’s advantage

For brokers with the right partner by their side, surety is a chance to deliver measurable value, especially as infrastructure investment and economic pressures converge.

“Successful contractors aren’t just builders. They’re experienced business leaders driving economic growth. What they need is insight and support to grow sustainably and navigate risk,” Sloniowski says.

That’s where brokers play a vital role in educating clients on surety’s strategic value.

“These conversations can highlight financial discipline and operational oversight, and where government spending is likely headed,” he says. “Don’t wait until a bond is required; start the conversation at the strategic-planning stage. That’s where a surety partnership delivers the most value.”

Looking ahead, Sloniowski points to the economy itself as both the biggest wild card and call to action. “Whether it’s tariffs, interest rates, or infrastructure funding, surety helps your clients prepare for what’s next,” he says. “And we’re ready to help brokers support them.”

December 1, 2025
Risk in Canada’s Innovation Economy: Is Traditional Coverage Adequate for Canada’s Innovation Economy?

Emma McLachlan,
Underwriting Manager,
Financial Lines

Canada’s medical innovation economy is in full stride. From digital therapeutics and AI-powered diagnostics to telepharmacy and personalized medicine, new technologies are transforming how Canadians access care. These advances will make healthcare more accessible, convenient and personalized. They potentially lead to longer, healthier lives, but are also reshaping professional liability, regulatory exposure, and the traditional insurance landscape. For brokers, the need to recognize where standard coverage falls short has never been more important.

Innovation Meets an Aging Population

Canada’s population is aging, with Stats Canada projecting that nearly one in four Canadians will be 65 or older by 2030. This demographic shift is creating an urgent demand for innovative solutions that make healthcare more accessible and convenient. Digital pharmacy platforms now deliver medications directly to patients’ doors, a trend accelerated by the pandemic. Remote monitoring devices allow seniors to manage chronic conditions without ever leaving their home. Telemedicine connects the elderly with healthcare providers without requiring a trip to the doctor’s office.

These innovations aren’t just convenient; they are essential. For an aging population facing mobility challenges and complex medication regimes, convenient access to medicine can make all the difference.

The Coverage Gap

While innovation is driving progress across the healthcare sector, these companies face unique risks that traditional insurance policies were never designed to address.

A company developing an AI-powered medication management app may not be adequately covered by a traditional technology errors and omissions policy. What happens if the algorithm fails and patient takes the wrong dose? What if health data is stolen because of a cyber breach? These companies require professional liability that extends to cover medical professional services, cyber liability, and regulatory defense coverage.

Most standard Tech E&O policies exclude or severely limit coverage for medical services, bodily injury, or regulatory violation, which is precisely the exposures these companies face daily.

Regulatory Complexity

Canada’s regulatory environment adds another layer of complexity. Health Canada is updating its approach to digital health products and software as a medical device. Privacy legislation is strengthening with updates to PIPEDA and new provincial laws. Provincial health regulators are grappling with telehealth oversight. Each regulatory change introduces new compliance obligations and potential liability exposures.

Specialized Support for Innovation Risks

Innovative companies require insurance partners with sector-specific underwriting expertise. Trinity Underwriting specializes in underwriting emerging risks across the Health Tech and Life Sciences sector and understands that a digital health company delivering medication management services isn’t just a “tech company” – it’s a healthcare provider that happens to use technology. Their insurance policy must reflect that reality.

The Industry Opportunity

Canada’s innovation economy is reshaping expectations across the entire insurance industry. Fast-growing health tech companies need coverage that keeps pace with their risks, and they will invest in sophisticated solutions when the value is clear. This creates an opportunity for everyone involved, including insurers, MGAs, brokers, risk advisors, and clients.

Professionals who take the time to understand these sectors, ask deeper questions about operations and regulatory obligations, and think beyond traditional products will effectively bridge the gap between emerging technologies and insurable risk. This will enable them to support clients through growth and evolving exposures.

Canada’s aging population will continue driving demand for innovative healthcare solutions. The companies transforming how Canadians access medicine need insurance partners who understand their mission. Traditional coverage is no longer adequate and insurance professionals who recognize this reality will define the future of commercial insurance in Canada.

November 24, 2025
Minor Collisions, Major Claims: How collision reporting helps fight staged-accident fraud

Staged-collision fraud is increasing across Canada, with schemes now far more sophisticated than the simple rear-end fender benders of the past.

Fraud rings are more organized, brazen, and dangerous, often involving networks of tow operators, body shops, and even medical and legal providers. This past summer alone, a large-scale investigation in Ontario — Peel Police’s Project Outsource — resulted in 18 arrests, 97 charges, and the seizure of more than $4.2 million in assets.

“These types of crackdowns show just how deeply intertwined organized crime has become, and why data and speed are so crucial to catching fraud,” says Jacqueline Massi, Chief Operating Officer at Accident Support Services International (ASSI).

Through its network of Collision Reporting Centres (CRCs) and its advanced Collision Reporting and Occurrence Management System (CROMS), ASSI provides insurance companies’ Special Investigation Units (SIUs) with quick access and valuable insight into collision data, an advantage that helps them detect and investigate fraud before evidence disappears.

Why timing matters

For SIU investigators, every minute counts. Evidence can vanish quickly: vehicles are towed, auctioned, or repaired; surveillance footage is overwritten within days.

“Over the 31 years of processing minor collision reports at our CRCs, we’ve seen staged-collision tactics move from isolated individuals faking rear-end collisions to complex organized crime,” Massi says.

The rise of AI has added new challenges. “With technology like deepfakes, people can now fabricate photos to add or invent damage,” she says. “Ensuring drivers attend the CRC for verified, in-person data collection and photographic evidence is essential for the industry. And the key is having that information fast. CROMS was designed to help insurers spot inconsistencies faster so they can act sooner.”

How it works

Drivers can start their reports online at www.reportacollision.com but must finalize them in person at a CRC, where staff validate identification and vehicle details with ministry databases and take photographs of the vehicle, including the VIN, exterior, interior, and airbags.

CROMS then merges data from all parties into one file. “That allows insurers to see the full picture,” says Massi. “They can compare versions; spot inconsistencies in time, location, or occupants; and detect possible passenger ‘jump ins’ attempting to claim for injuries when they weren’t in the vehicle.”

The platform also runs an automated audit based on industry indicators. “When thresholds are reached, the insurer receives a notification showing what flags were triggered, highlighting which files warrant a closer look,” explains Massi.

This information, paired with immediate access to third-party insurer details, enables insurers to co-ordinate investigations, issue evidence-preservation notices, and act before vital information is lost.

Strength of collaboration

Each year, thousands of Canadians report collisions through ASSI’s CRCs in Ontario, Alberta, Nova Scotia, and Prince Edward Island. And more jurisdictions are coming soon.

The system supports insurers in fraud detection and assists police with proactive road-safety campaigns. “With CROMS, police can query collision trends by location, time, and cause, which helps them deploy resources where they’re needed most,” says Massi.

ASSI hosts biannual user-group meetings with industry partners and law enforcement to share emerging fraud trends and refine CROMS. “As new fraud patterns emerge, we adapt quickly, adding new data fields or analytics to give insurers and police what they need.”

Faster, smarter response

While staged-collision fraud continues to evolve, so does the technology designed to help fight it.

Some insurers integrate CROMS directly with their claims systems with a First Notice of Loss, generating a claim number before the driver leaves the reporting centre.

“It’s about a complete customer-service approach, helping insurers serve their clients better while protecting them from fraud,” Massi says.

For SIU teams, first-mile access to verified collision data can mean the difference between a claim that closes cleanly and one that costs millions.

“Fraud isn’t going away,” adds Massi. “But with fast, verified information, insurers can act quicker, protect honest customers, accelerate fair payouts, and help make Canada’s roads safer.”

November 24, 2025
Chubb Canada unlocks Lower Middle Market opportunity for brokers

Small and emerging businesses in Canada are scaling faster than ever, creating a surge of insurance demand for brokers who can keep pace, says Paul Johnstone, President of Chubb Canada, which now offers a new suite of Lower Middle Market product offerings to help brokers seize this new opportunity.

Companies that make up this segment (earning between $10 million and $50 million in annual revenue) are consistently outperforming larger peers in both revenue and employment growth, expanding their workforces by an average of 13% between mid-2023 and mid-2024.¹

Yet many of these high-performing businesses remain underserved when it comes to tailored insurance solutions to protect their operations and employees, explains Johnstone.

“These are incredibly resourceful and resilient businesses. We consider it a privilege to work with their leaders and see their entrepreneurial spirit firsthand. They’re evolving so quickly that they need comprehensive, tailored, and scalable insurance solutions to grow with them,” Johnstone says. “That’s the gap we’re closing with Chubb’s new Lower Middle Market capabilities.”

The broker opportunity

Across Canada, Chubb is seeing these businesses drive growth in key industries, from manufacturing and tech to professional services and construction. For many brokers, this represents an untapped client base with evolving risk profiles and increasing insurance sophistication.

“These companies make up a material part of our economy, but from an insurance perspective, they’re often called the ‘missing middle,’” says Johnstone. “They’re too large for small-business programs but not yet at the scale of major corporate clients. That creates an opportunity for brokers to bring more specialized, flexible coverage to clients who are growing fast and will continue to need more comprehensive protection.”

Economic expansion, shifting trade conditions, and climate-related risks are also reshaping exposures, he adds. “It all highlights why customized coverage for these businesses is so important.”

Long known as a global leader and the largest commercial lines insurer in North America, Chubb is extending its hallmark underwriting excellence, financial strength, and claims expertise to this emerging segment.

“Brokers have trusted Chubb for years to handle complex risks and large accounts,” Johnstone says. “Now, they can bring that same quality, stability, and partnership to their clients in the Lower Middle Market.”

Tailored solutions

Chubb’s Lower Middle Market offering delivers comprehensive, customizable risk solutions that make it easier for brokers to do business.

Underwriting is simple, efficient, and fast, with most submissions turned around within 24 hours. Dedicated underwriters make decisions quickly, supported by Chubb’s deep technical expertise and industry specialization. Brokers can expect a broad appetite, with flexible and scalable coverage that adapts as clients expand — from adding endorsements and increasing limits to globalizing coverage for international operations.

Brokers also gain access to integrated property, casualty, financial lines, and cyber coverages; a self-service resource centre; and advanced risk consulting backed by nearly 500 risk engineers across North America.

“We’re bringing the same renowned claims handling, risk engineering, and financial stability that brokers already associate with Chubb to a whole new class of business,” says Johnstone.

Growing together

The Lower Middle Market segment will remain a critical part of Canada’s economy, and brokers who partner early stand to benefit most.

“Brokers who invest time in this segment now can position themselves as trusted advisors for years to come,” Johnstone says. “These clients are scaling quickly, and their insurance needs are only going to grow more complex. Supporting them today builds long-term relationships and future growth.”

For brokers ready to seize the opportunity, Chubb has unlocked the door.

“We’re ushering in a new chapter of growth,” says Johnstone. “We’re focused on supporting brokers and their Lower Middle Market clients with tailored solutions built to scale with them, and backed by the full power of Chubb — from quoting to claims.”

1. Key Small Business Statistics 2024, From: Innovation, Science and Economic Development Canada – https://ised-isde.canada.ca/site/sme-research-statistics/en/key-small-business-statistics/key-small-business-statistics-2024

Chubb is the marketing name used to refer to subsidiaries of Chubb Limited providing insurance and related services. For a list of these subsidiaries, please visit our website at www.chubb.com. Insurance provided by Chubb Insurance Company of Canada or Chubb Life Insurance Company of Canada (collectively, “Chubb Canada”). All products may not be available in all provinces or territories. This communication contains product summaries only. Coverage is subject to the language of the policies as actually issued. Chubb Canada, Suite 2500, 199 Bay Street, Toronto ON M5L 1E2.

November 17, 2025
How can brokers support customers in mitigating cyber risk?
Everett McCallum,
Director, Technical Risk Services,
Echelon Insurance

Canadian businesses, regardless of size, are facing a surge in cyber threats. In 2023 alone, one in six businesses in Canada fell victim to a cybersecurity incident, exposing them to the potential for financial losses, reputational damage, legal liability, and operational disruptions. Cyberattacks are growing in both frequency and sophistication, with the average cost of a data breach in Canada now surpassing $6 million, according to a recent IBM report. In today’s volatile digital landscape, businesses must go beyond reactive measures and adopt a proactive approach to cybersecurity. Brokers are uniquely positioned to guide business owners through today’s complex risk landscape. By helping clients understand emerging cyber threats, implement preventative strategies, and secure the right coverage, brokers play a key role in building long-term resilience for Canadian businesses.

Common cyber threats businesses face

The spectrum of cyber threats is broad and constantly shifting. Some of the most prevalent types include:

Malware, including ransomware, spyware, and worms, can steal or destroy data and shut down systems.

Phishing, whether through emails, texts (SMiShing), or voice calls (Vishing), is designed to deceive employees into handing over credentials or clicking malicious links.

Denial of Service (DoS) attacks overload a company’s networks, causing operational shutdowns.

Website defacements and QR-code-based ‘quishing’ are newer tactics that disrupt branding and redirect users to dangerous sites.

Each of these threats can seriously compromise a business’s systems, data, and reputation.

Prevention starts with awareness and action

Many small and medium-sized businesses commonly believe they’re too small to be targeted. However, their limited information technology (IT) resources make them prime candidates for an attack.

Business owners should consider adopting core cyber hygiene practices, including, but not limited to:

Regular data backups and encryption.

Automatic patching of software and devices.

Anti-virus and firewall protections.

Two-factor authentication.

Employee awareness training, especially on identifying suspicious emails or links.

Mobile devices, portable media, and cloud services also require proper security and monitoring. Business owners should ensure strong access control policies are in place, which includes regularly evaluating who or what systems have access to their data.

Response and recovery planning

Even with robust safeguards, no business is entirely immune to cyberattacks. That’s why having a cyber incident response plan is just as important as prevention. Business owners should consider the following strategies as part of their cyberattack response plan:

Establish a process to identify and prioritize critical systems and data.

Create a cross-functional incident response team.

Develop clear communication protocols for internal and external stakeholders.

Monitor systems for early warning signs of an attack, such as unusual logins or changes to files.

Recovery plans should be regularly updated to include timelines, testing protocols, and procedures for returning systems to full operational status.

The role of cyber insurance

Beyond covering direct financial losses from cyberattacks, strong policies can also provide access to expert support in the event of an incident, from IT forensics to legal counsel and public relations.

Brokers play an important role in ensuring that their customers not only have appropriate coverage but also understand what their coverage entails. Together, brokers and their customers should discuss potential gaps, clarify policy terms, and walk customers through scenarios to ensure their operations are adequately protected.

When evaluating their needs, business owners should work with their broker to consider incident response and recovery costs, data breach liability, business interruption losses, and cyber extortion (also known as ransomware).

How can brokers help support business owners in mitigating cyberattacks?

Brokers don’t need to be cybersecurity experts to make a meaningful impact on risk mitigation. Simply starting the conversation about a business’s cybersecurity needs can go a long way. Brokers should work collaboratively with insurers to leverage loss prevention expertise and educational materials to support their customers in understanding the myriad of cyber threats and proactive strategies to mitigate an attack. Brokers can also help identify comprehensive coverage options that align with their customers’ unique needs when reviewing insurance needs annually or more regularly as needed.

As cyber threats become more aggressive and sophisticated, ensuring that commercial customers have a robust cyberattack response and mitigation plan, access to education, and coverage tailored to their unique needs can significantly reduce their exposure.

Copyright © 2025 Echelon Insurance. All rights reserved. This guide is provided by Echelon Insurance (“we”) for general information purposes to help Brokers and their commercial customers understand the types of cyber security risks they may be exposed to and how they may enhance their protection and loss prevention. While we endeavour to be accurate and up to date, this information is provided “as is” and we cannot guarantee it is complete or that implementing the recommended loss prevention measures will have the desired results.

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November 17, 2025