2025 Underwriters of the Year | Pamela Darko, Senior P&C Underwriter, Trisura Guarantee Insurance Company

Pamela Darko brings a well-rounded perspective to her work as a Senior P&C Underwriter at Trisura. This is shaped by her deep experience on the broker side and a passion for helping others.

After starting her insurance career in 2008 in personal lines underwriting in the banking sector, Darko spent nearly a decade on the brokerage side as a personal and commercial lines customer service representative and then account manager. A friend at Trisura encouraged her to return to underwriting and join the company last year, and she hasn’t looked back.

She holds a Bachelor of Science in Business Administration and Human Resources from Franklin University in Columbus, Ohio, and her CIP designation.

Outside work, Darko enjoys nature walks and hosting friends.

She says she was surprized and grateful to hear of her award nomination by Nation West Insurance, a member of the Canadian Broker Network, Canada’s largest network of independent brokers. “It’s truly an honour to know the work I do makes a real impact.”

Q: What’s key to a great working relationship between underwriter and broker, and why is this more important than ever?

“Communication — especially timely communication. As a former broker, I know how frustrating it is to get the silent treatment. Even if I can’t review a submission immediately, I always send a quick note to acknowledge I received it and let them know when I’ll respond. It makes all the difference.”

Q: Why did you become an underwriter, and what do you love most about your role?

“At Trisura, our P&C team is still relatively new, and we’re building our book from the ground up. I love being part of that. It’s a challenge to figure out how we can say yes. When I was a broker, I hated hearing no without an explanation — so now I try to find solutions. Even if I can’t help, I’ll try to direct the broker to someone who can. That’s what I love most: helping.”

Q: What’s the biggest challenge for underwriters today, and how can they overcome it?

“We’re in a very soft market, and it’s hard to compete when others are offering similar products at lower premiums. At Trisura, we’re about the value beyond price. Being the first to respond, offering a solution quickly, and maintaining that relationship with brokers can give you an edge, even if you’re not the cheapest choice. It’s about where you can provide the most value.”

Q: What’s one opportunity underwriters should focus more on?

“Relationships. People often focus too much on selling and forget that people do business with people they like. I’ll spend more money at a store where I feel welcome, even if the shop next door is cheaper. It’s the same with brokers. If you build trust and treat them with respect, and ensure you’re offering solutions that really suit the needs of the client, they’ll keep coming back.”

Q: Given that talent shortages remain a challenge, what would you say to encourage more people to join the insurance industry?

“I tell anyone who’ll listen, ‘Get into insurance. It’s recession-proof, it’s interesting, and it’s creative.’ Especially in commercial lines. You get to build your own niche, be innovative, and figure out how to turn a no into a yes. That creativity is what makes it exciting.”

Q: How do you see AI and technology impacting underwriting?

“AI can help with admin work, like issuing documents and piecing together data, but not when it comes to complex risks that need creative thinking. Underwriters still need to take a deep dive and figure out how to make something work for the client. We’ll always need people who can think outside the box.”

Q: What skills are needed for underwriting leadership?

“You don’t need to be the smartest person in the room. You need to be approachable, honest, and willing to say, ‘I don’t know, but I’ll find out.’ You also need to be able to read people, to adjust your energy to match theirs. Not every broker responds to the same tone or style. Being able to work as a team, asking for help, and matching your approach to different personalities are key.”

Q: Canada continues to suffer pressures like natural catastrophes, auto theft, fraud, and tariff impacts. How can brokers and underwriters better collaborate to help Canadian consumers manage risk?

“By being honest. We need to stop sugarcoating and say things as they are: ‘Here’s the reality of what’s going on. Here’s what’s driving these challenges.’ Then ask, ‘How can we work together to help the client?’ I always try to help the broker educate their client on what’s driving up their cost — and what they can do about it. But it starts with transparency.”

The Canadian Broker Network Underwriter of the Year awards is a flagship program that CBN has been running on behalf of its members for over a decade. The program is exclusive to CBN in partnership with Canadian Underwriter magazine. The categories allow for each of our member firms, at their option, to select one commercial lines underwriter winner and one personal lines underwriter winner from a primary market, as well as a commercial underwriter from an MGA. The criteria includes underwriting excellence and risk knowledge; prompt and effective responsiveness back to CBN members; writing business that satisfies clients’ needs while creating a win-win for the broker and the insurer; a positive, helpful attitude; and investing time to develop trusting relationships with brokers.

Full list of 2025 Underwriter of the Year Award Recipients