2025 Underwriters of the Year | Sarah Klatt, Personal Lines Underwriter, Heartland Mutual Insurance

A Wilfrid Laurier University graduate with a Bachelor of Business Administration, majoring in Finance, Klatt joined Heartland’s finance department through the co-op program and quickly transitioned to underwriting — a move she has never regretted.

She has been working as a Personal Lines Underwriter for over 18 months, bringing a collaborative spirit and thirst for learning to her work.

Klatt obtained her CIP and CRM designations, and volunteers as a Career Connections Ambassador with the Insurance Institute, sharing her passion for the industry with students and professionals.

When she’s not behind her desk, she’s an outdoor enthusiast who enjoys hiking, kayaking, canoeing, running, and relaxing at the cottage. She’s currently taken on a new challenge: learning German.

Klatt says she’s “incredibly honoured” to be recognized by Mackay Insurance Brokers, a member of the Canadian Broker Network, Canada’s largest network of independent brokers. “As someone still relatively new to the industry, I’m always striving to learn and provide the best possible service. Being acknowledged this way means a lot. It’s a reminder that the effort I put into building strong relationships is making a difference, and motivates me to keep growing.”

Q: What’s key to a great working relationship between underwriter and broker, and why is this more important than ever?
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“Trust is the foundation. Open and honest communication allows us to navigate challenges, find solutions, and understand when a risk is or isn’t the right fit. With today’s rising claims and complex market, strong collaboration is more important than ever. When there’s transparency, we’re all able to do our jobs more effectively and deliver better outcomes for our clients.”

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


“After working in finance and starting my CIP courses, I found myself increasingly drawn to underwriting. I started shadowing underwriters and loved the variety and complexity of the role. Once I made the switch, I never looked back. I love that each day brings new challenges, and opportunities to learn and grow. The industry is always evolving, and I get to work with an incredible team.”

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


“Climate change and rising auto thefts have hit personal lines hard, and we feel the impact every day. From constant rate changes to new rules, staying agile is essential. We need to embrace change, continue building our skills, and leverage technology and data to make smarter decisions. Strong collaboration across teams is also key to staying ahead in an unpredictable market.”

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


“Stepping into a more strategic advisory role. Underwriting today isn’t just about pricing risk — it’s about partnering with brokers to offer real insights and solutions. By staying on top of emerging risks, using data effectively, and building strong relationships, underwriters can bring even more value in a fast-changing market.”

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

“There’s truly a place for everyone in insurance. It’s a stable, in-demand industry with a wide range of roles. Many people say they ‘fall into insurance’ and stay because of how rewarding it is. There are always opportunities to try new roles, learn new skills, and grow your career. It’s also meaningful work — we help people recover from loss, adapt to change, and build resilience.”

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


“Tech and AI are already streamlining how we work, improving how we assess risk and analyze data. Rather than replacing underwriters, these tools give us more time to focus on what matters — handling complex cases, making strategic decisions, and strengthening broker relationships.”

Q: What skills are needed for underwriting leadership?


“Beyond technical knowledge, leaders need to think strategically, communicate clearly, and support others. Balancing risk and business goals, mentoring teammates, and maintaining strong broker relationships are all essential for long-term growth.”

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?


“Strong collaboration is critical. By sharing data, aligning on risk education, and delivering proactive solutions, we can help Canadians better understand and manage their risks, leading to more sustainable outcomes. Clear communication is also key, keeping brokers informed on new guidelines, changes, or offerings, which empowers them to accurately and confidently support their clients.”

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