Integrity is not always something we associate with our modern business world. That’s why a man like Bob Lane, of Bob Lane Insurance Services in Colwood, has a tendency to get noticed.

Bob was recently presented with ICBC’s “Unsung Hero” award. He is the first recipient of this broker recognition award on Vancouver Island. (Colwood is a town between Victoria and Sooke.) Bob is much more comfortable getting noticed for speaking out about what he believes in than he is for getting awards.

“I am grateful for the award but I think I was only doing my job, which as an insurance broker is to be honest with people about how they can best be protected,” says Bob.

The office at Hatley Park Shopping Plaza (2244 Sooke Road) has five employees and is open concept. Bob believes much of his success is due to “being right there on the front lines.”

“When I overhear that a customer isn’t happy, and it’s usually related to a claim, I get involved and interpret what’s going on in layman’s language. If I do that, along with giving them some empathy, I can help resolve a lot of the problems right away.”

He trains his staff to have the same responsive attitude. “I tell them, ‘The customer is paying you, not me. If we don’t have customers, you don’t have a paycheque.’”

Bob Lane has worked in Colwood for over 20 years. He started in the insurance business with West Coast Savings in 1977 and held various positions there, including Risk Manager and Assistant General Manager. On Jan. 2 /00 he launched his own business, Bob Lane Insurance Services.

Bob is a supporter of ICBC and spoke to the media during the provincial government’s core review process about the benefits of the Corporation. He has also made presentations to his local Chamber of Commerce, Rotary Club, and the Business Networking International Group. On several occasions, he visited the Victoria Claims Centre to help ensure that his customers understand the claims process.

“Bob is an ideal recipient of this award because he provides excellent service to his customers,” says Autoplan Operations and Service Manager, Peter Dunwoody. “He has a lot of experience in this business and his opinion is respected by many people.”

article from autoplan.icbc.com