When Warren Saunders Insurance Brokers (WSIB) was named 2025 ANZIIF Australian Small–Medium Insurance Broker of the Year, the recognition reflected more than strong performance metrics. It affirmed a philosophy the firm has refined over six decades: relationships first, advice always and community at the centre of business.
Founded 64 years ago and headquartered in southern Sydney, WSIB has grown into one of Australia’s most respected privately owned broking firms, balancing steady expansion with a deeply personal service model.
Today, the business stands as an example of how mid-sized brokers can compete and lead in an increasingly complex insurance environment. Accepting the award on the night, John Saunders, Managing Director of Warren Saunders Insurance Brokers, credited the achievement not to leadership, but to culture.
“We’re always excited and very proud to win this award, having done so a couple of times in the past,” Saunders says.
“We've got a wonderful team of people, and the credit for this win definitely goes to them. Even though I’m up front at a time like this, it’s the dedication of our people and the hard work they put in that makes our service stand out for customers.”
That emphasis on team stability and collective ownership runs through every aspect of the business from client retention to innovation and community engagement.
A Service Model Built on Loyalty
At the heart of WSIB’s success is an exceptional 95 per cent client retention rate, sustained through highly personalised service rather than automation alone. The firm defines customer satisfaction not simply as positive feedback, but as long-term trust built through proactive engagement.
Clients are supported through regular in-person reviews, ongoing claim follow-ups, senior management service calls and post-loss interviews designed to continuously refine service delivery. Each client works with a dedicated account manager supported by a broker team, ensuring continuity and accountability.
Response targets aim for contact within 24 hours, any day of the week, reinforcing accessibility when clients need advice most. Even complaint management reflects this client-first mindset. WSIB operates a structured three-tier resolution framework: immediate acknowledgement, senior investigation, and a final satisfaction check once issues are resolved.
Innovation in Action
Innovation at WSIB is practical rather than theoretical, emerging directly from client needs and frontline broker experience. One standout example involved a national client experiencing recurring liability incidents across multiple sites.
Rather than simply managing claims, WSIB developed and delivered a tailored risk education program for site managers nationwide. The initiative helped staff identify operational exposures earlier, reducing near misses and strengthening risk awareness across the organisation.
Another case study demonstrates the financial impact of strategic broking advice. WSIB’s workers compensation specialists partnered with large clients operating under complex premium models, analysing claims data and designing long-term mitigation strategies aligned to risk appetite.
Across several clients, this approach generated more than $90 million in cumulative premium savings over multi-year periods; evidence of broking evolving from transactional service to strategic risk partnership. Innovation also extends operationally.
Recent enhancements include improved onboarding processes, updated advisory tools, strengthened claims documentation systems and the adoption of AI-powered meeting transcription technology to free brokers’ time for client engagement.
Growth with Purpose
Recent expansion into Mudgee and Brisbane reflects WSIB’s belief that growth should enhance proximity, not dilute relationships. The regional offices were established to improve face-to-face service and strengthen response capability amid rising climate risks.
That decision proved critical during Cyclone Alfred, when local teams mobilised immediately to assist affected clients, fast-tracking claims and providing on-the-ground support.
Embedding claims expertise within regional markets has reduced response times while reinforcing the firm’s commitment to being physically present when clients face their most challenging moments.
Investing in People and Keeping Them
While many brokers face talent shortages, WSIB’s retention success mirrors its client loyalty. Staff turnover sits below five per cent, supported by structured mentoring, funded professional qualifications and monthly internal training programs.
Senior brokers actively coach junior team members, creating clear career pathways within the organisation. Seven employees completed Diploma-level broking qualifications in 2024 alone, while the firm’s trainee program continues to develop early-career professionals into permanent broking roles.Employee satisfaction surveys show near-universal engagement.
“Our team gives great advice to clients, and we also make sure to give back to the industry and community,” Saunders says.
“That combination is most likely the reason we won the award, despite being up against some very good competition.” Long-tenured staff translate directly into client outcomes, with continuity reducing handovers and deepening institutional knowledge across complex risk portfolios.
Supporting Vulnerable Clients
WSIB has embedded vulnerability awareness into everyday operations, recognising that insurance often intersects with moments of personal or financial stress.
Staff are trained to identify vulnerability indicators, adapt communication styles and provide additional support pathways.
Client files are flagged internally where additional care may be required, and simplified communication processes assist customers affected by hardship or disaster events. During natural catastrophes, additional internal resources are deployed to accelerate claims progression and ensure clients receive personalised assistance.
A Broker Embedded in Its Community
Community engagement is not an adjunct activity for WSIB; it is part of its operating philosophy.
Over the last financial year, for example, the firm raised more than $28,000 for The Kindness Factory through its annual charity bowls day, contributed $50,000 to grassroots rugby league development programs and helped generate $48,000 for Calvary Healthcare Kogarah to support palliative care services.
In addition, WSIB donated over $20,000 to CareFlight and maintained ongoing support for domestic violence assistance programs delivered by The Family Co, reflecting a long-standing commitment to supporting vulnerable communities and local causes.
A Culture That Defines the Brand
Saunders says WSIB’s award recognition reflects consistency rather than a single standout initiative.
"Ethical governance, structured training, innovation grounded in client outcomes and sustained community involvement combine to form a distinctive proposition at our business,” he says.
“In addition, our people have been extremely loyal to us for a long time. This wonderful recognition is dedicated to our whole team.”
In an industry often shaped by scale and consolidation, Warren Saunders Insurance Brokers demonstrates a different path where longevity, trust and human connection remain the strongest competitive advantages.
“For WSIB, that approach will continue to set the benchmark for what modern broking excellence looks like,” Saunders says.
Make sure your team has the recognition they deserve.
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