Feature -- by Mark Sproxton

Illustration by Kathy Lycka

So far so good. Every follow-up call to clients has gone well and all questions from clients about their insurance coverage were easily answered. The next call, however, who knows where that could take the personal lines insurance agent.

"If you're looking for a typical day, don't go into the insurance industry," explains Bonnie Cress, an account executive with Fleming Insurance. "There are always things that come up. You never know what the person is going to need or want. One phone call may lead to five."

Fleming is an insurance brokerage that sells auto, home, tenant, business and recreation vehicle policies for insurance companies. The insurance companies design the policies, and Cress sells the policy or policies that are best suited to her clients' needs and wishes. In some cases she will work with underwriters at the insurance company to help design a policy. Other insurance agents sell similar policies to commercial clients, such as manufacturers and contractors.

"I like that it's a required product and people can relate to that," said Cress who has been with Fleming for over three years. "I don't think I could be a salesperson selling something not mandatory." Other agents, however, are more forceful as the majority of agents are paid on commission. Experience and the office where you work will also determine how much an agent will earn.

Cress's soft-sell approach mimics her personality and obviously works. She has over two decades in the insurance industry. "You've got to have good communication skills," she said. "I'm not much of a salesperson. I don't push too hard. It's good to be laid back and see both perspectives. But I'm very pro-client."

That advocacy sometimes means she's put in stressful situations. For instance, if one of her clients is involved in an car accident and wants to make a claim, she is stuck being the sounding point for that client, and the insurance adjuster who is working on behalf of the insurance company. (In this case the adjuster would determine the extent of damage to Cress's client's vehicle and how much the insurance company will pay for repairs.)

Car insurance is one product Bonnie Cress deals with extensively.

"Claims can be difficult because you're the middle man," Cress said. "We don't have a lot of authority and it can be frustrating. People buy insurance because they're afraid of claims, but then you have the adjusters working for the insurance company and they're trying to do the job for the insurance company. Sometimes we get into conflicts over that."

Those bad days have been few and far between for Cress, who started in the industry about 25 years ago. "I fell into it. I found it interesting because you were dealing with the public, and you learn a lot. I left and went into the government for a few years, but I wanted to go back. I'm naturally inclined to insurance. It's a really interesting career. You run into every possible type of individual out there."

To be a licensed broker in Alberta you must first write and pass an exam to receive a Level 1 General Insurance Agent certificate, and then have to obtain the second level of the licence within three years. While the exams do not have to be re-written each year, a renewal fee has to be paid each year. Often companies will pay for employee renewals.

Working regular business hours Monday to Friday, in addition to taking and making many phone calls, Cress must also enter detailed notes into the computer system. These memos outline the status of each client's policy. "Our notes have to be really up to date so anyone can read them." She also spends time talking to insurance company representatives, and to other office staff including the manager and data clerks.

That organized system is something anyone breaking into the industry should look for in a brokerage. "Fleming is a good office, I've been in a few others..." she said. "My recommendation is to check out how well the office procedures are organized."