Good rapport is essential in both our business and personal lives. But how do we build rapport when we lack real face to face interaction? What are the challenges to building rapport in the virtual world, and how do we adjust to mitigate these challenges and to grasp the opportunities?

One of the most important judgements in recent times relating to BI insurance was made in the Infinity Reliance case, and brokers who fail to change their proceedings risk large PI claims against them going forward. This case has shown brokers are very exposed to the following three areas: If indemnity wordings are used rather than declaration linked. Any broker guidance note must reflect the actual policy wording. AICOW must be discussed when there are unusual exposures. Average was applied by Aviva to the BI claim following a large loss, and the broker was held liable for most of the shortfall, which was nearly £3m, due to their failure on the above three points.