Donna Ince CPA, CA, CIP, C.Dir.

Experience

• 

  Deloitte Canada

  Sept 1988 - Dec 1992

  Senior Audit Manager
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  Office of the Superintendent of Financial Institutions Canada

  Sept 1993 - Jun 1995

  Senior Examiner - Property & Casualty Insurance
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  RSA Canada

  Jun 1995 - Oct 2020

  Portfolio Strategy | Underwriting Operations | Broker Management | Transformation - Responsible for P&L of Personal Broker portfolio (GWP $860M - 2019) as well as national underwriting operations, servicing $2B in GWP for PI Broker, Johnson/Unifund and SME. - Key senior executive accountable for over 600+ broker partner relationships responsible for driving profitable growth. - Lead multi-functional teams within shared services model with 300+ underwriting, sales and marketing professionals.- Lead strategic business integration of Union Canadienne, Quebec based insurer post 2012 acquisition. Market presence re-established with PI GWP of $150m and over 60 + broker partners. - Executive sponsor of 3 Transformation Personal Insurance projects from 2014 - 2018; Pricing Sophistication, National Underwriting Operations, and the Sales/Broker Management. Deliverables included implementation of an externalized PI rating engine, consolidation of all PI and SME underwriting functions under one leadership across three locations and implementation of revised broker segmentation model and a new broker analytics toolRecent Key Achievements- Delivered top quartile PI broker underwriting results reporting at H1 2020 (COR - 85%) and in 2019 (COR 94.5%). Ontario auto portfolio consistently outperformed the market. - Developed and implemented strategy for broker rehabilitation program in 2019 to address broker underperformance. Implementation of new broker analytics tool significantly enhanced 360 degree view of broker performance resulting in 130+ brokers undergoing rehabilitation actions. Rehabilitated broker improved loss ratio by +20%- Led underwriting rehabilitation program to address 5% of worst performing property policies in 2019/2020. Frequency of large losses down by over 50% over PY- Continuous improvement program in National Underwriting Operations facilitated a +3% annual productivity gain and additional +7% in 2020 in work from home program Show less Portfolio Strategy | Operations Leadership | Integration - Accountable for the P&L of RSA's Personal and Commercial business in Ontario Region and fully responsible for leading the sales and underwriting operations for RSA Canada's largest regional broker business portfolio (GWP $415m - 2012).- Accountable for the relationship management of 300+ broker partners including large national brokersKey Achievements- Ontario Region accounted for 20% of revenue and 70% of underwriting profit in 2012.- Lead the transfer of Aon APP SME program totalling $30M. This customized, delegated authority program was cancelled under leadership for underperformance in 2013. - As Director of Integration of GCAN (GWP $250M Large Commercial and Specialty - 2011) lead the regulatory approval process (OSFI & Competition Bureau) and the full operational integration 6 months post acquisition Show less Claims Operations | Ontario Accident Benefits | People Leadership- Led RSA Canada's largest claims operations for the Ontario broker business including FA servicing with over 200 staff.- Responsible functions included long tail casualty and APD including FNOL, Claims Management Services (credit card and travel), after hours and vendor managementKey Achievements- Stabilizing long tail adverse development in Ontario Accident Benefits, reducing senior technical claims staff turnover by 10% and delivery of best in class service levels during tenure Show less Integration Strategy | Project Management and Implementation- Led the RSA approval process with federal regulators and agencies for the acquisition of Canadian Northern Shield, a Vancouver based personal and SME insurer (GWP $180M - 2007). Co-ordinated with seller's senior leadership team to develop transition service plan and agreement prior to close.- Developed both the strategic business integration plans for CNS, lead the senior project management team to execute on the operational integration plan 6 months post acquisition.- Priority areas of focus included systems integration and policy/claims conversion, product consolidation, broker management and employee/union relations. Show less Executive Office Coordination | Strategic Communications | Senior Stakeholder Management- Supported the President & CEO in the management of his Executive Office which included preparing senior management briefings and analysis, development of strategic communication and creation of local and Group monthly and quarterly business review documentation- Provided insights and analysis on key business issues and projects to augment other sources of data and information- Engaged in strategic initiatives including specific high priority projects. Coordinated the Canadian expense reduction program which delivered 15% in expense savings over three years Show less

  • Senior Vice President, Personal Insurance

    Jul 2013 - Oct 2020

  • Vice President, Ontario Region and Director, Integration of GCAN

    Nov 2009 - Jul 2013

  • Director, Claims, Ontario Region

    Jun 2008 - Nov 2009

  • Director, Integration of Canadian Northern Shield (CNS)

    May 2007 - Jun 2008

  • Director, Corporate Business - Chief Executive Office

    Jun 2005 - May 2007

  • Other Business Leader Roles

    Jun 1995 - Jun 2005
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  Economical Insurance

  May 2021 - Sept 2022

  Vice President, Personal Insurance Regional Operations
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  Definity

  Sept 2022 - now

  Senior Vice President and Chief Underwriting Officer, Personal Insurance