A successful broker doesn’t just sell policies – they join their clients on a long business journey. One Auckland pie maker started small, but with the right insurance partner by his side, he’s grown into a national success story. As the business expanded from a handful of staff to a full-scale operation, his broker’s support evolved too – covering everything from new equipment and buildings to the owner's personal assets and those of his pie-making colleagues.
But when William O'Brien (main picture), national manager for PSC Insurance Brokers NZ, first met the pie maker about 15 years ago, he only had a handful of staff. Size didn’t matter – O’Brien was open to possibilities.
“It doesn't matter how big or how small, we'll give it a go,” he said. “Whether you're a national clothing retailer or you're a small pie manufacturer in Auckland.”
This open-minded approach enabled the broker to build a relationship that evolved with the client’s business.
“Now the business has grown to an impressive scale and it has been an incredible journey,” said O'Brien.
Over the past 15 years, the company has expanded to about 30 employees and the complexity of its insurance needs have increased accordingly. The broker adapted the insurance program to cover not only the main business and equipment but also buildings and new risks associated with a growing operation.
The relationship between broker and client has developed into a genuine partnership. “We've been part of the story from the beginning and it's not just about insurance anymore, we've become mates and chat about everything in our lives from business to family," he said.
This genuine partnership brought new insurance opportunities, including finding covers for the personal assets of the owner – his house and car – and those of his work colleagues.
This close connection has ensured the broker remains top-of-mind for the client, who routinely reaches out with updates on new purchases or changes requiring coverage. “Normally, when they're buying new things for the business we get a text message or a quick email, 'Hey, I've bought this, insure it,’” O’Brien said. “When you're part of that world for them, they don't miss or forget you.”
As the business expanded to include nationwide shipping, the broker adjusted the insurance program to address new exposures such as marine cargo. Regular conversations have also led to introductions to others in the client’s network, resulting in additional business opportunities.
As the company grew, new risks have emerged, including those associated with logistics, property and employment. O'Brien played a key role identifying these evolving exposures and tailoring coverage accordingly, leveraging expertise to negotiate better rates as the client’s needs changed.
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