08/12/2025
How One Letter Cost Our Company $118,000
I recently worked with a client in the glass window business, manufacturing windows and doors, with exports to the US. They were referred to me because they wanted more complete protection, better coverage, and a better price.
When we reviewed their file, we saw they were underinsured and paying higher premiums than they should have been. We went through the market and found two main options:
Company A: one of the biggest insurers in Canada, but 30% more expensive than what they were already paying.
Company B: a top-tier, publicly traded company, A-rated by AM Best, not as big as A, but 20% cheaper, with full coverage, including all their equipments, buildings, manufacturing operations, and exports.
We worked tirelessly within a two-week timeframe to prepare a strong, comprehensive policy that significantly improved their protection.
Unfortunately, a small technical error in the insured name created a gray zone in the market, allowing Company A to offer a quote to another broker.
Despite our better price and broader coverage, the client chose them after being told — incorrectly — that our insurer wasn’t as strong. In Quebec, all insurers are regulated by the AMF and must follow strict guidelines. Claims are paid based on coverage, not on the size of the company.
We didn’t offer Company A and didn’t pursue it further because we already had the best price with the same level of coverage as them, so it was never really about the price, just misguided advice.
Baruch Hashem, every case teaches us something. This one reminded me that in commercial insurance, doing everything right doesn’t always mean you’ll get the file. But it also reinforced why we need to double-check every detail, even the name, because in this business, small details can decide the outcome… and in this case, it was a $118,000 outcome
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