However, Chan was keen to point out that they're very consciously trying to evolve the organization to be more commercially focused - something which is looking positive.

"I think it's such a cliche to say that providing quality services is key," he said. "It's a cliche, but at the same time it is true. The reality is business and clients are often underserved by their current provider, and they need some attention from brokers. They need brokers to approach them in a customer-oriented manner. Brokers perhaps haven't visited them in some time, and maybe their coverage hasn't been reviewed. These are excellent opportunities for us to step in and make a difference."