In this article, TIA Alumni, Kutlwano Kay Kgoebane (Branch Manager for Affinity at Aon South Africa) explores the evolving role of Millennials in the insurance industry, highlighting how innovation, resilience, and entrepreneurial spirit are driving transformation within the sector. Following episode eight of #TIATalks, she discusses how embracing change, continuous learning, and a forward-thinking approach have shaped her journey, and how these qualities are essential for the future of insurance.
Her career in the insurance industry is a testament to how Millennials are shaping and transforming this traditional sector with innovation, resilience, and entrepreneurial drive.
From her beginnings in 2013 to her current role as Branch Manager for Affinity at Aon South Africa, Kay’s journey reflects how personal passion and career growth can merge in the world of insurance.
Entering the insurance industry
Kay’s entry into insurance wasn’t planned. With a Bachelor of Commerce in Marketing, she joined Southern Union Insurance Brokers in 2013. “At first, insurance was just an opportunity that was on the table,” she recalls. “But soon, I realised it was a field with endless opportunities for growth, especially for someone like me who thrives on change and innovation.”
Her pivotal mentorship from Andy Jere, an Associate of the Insurance Institute of South Africa (IISA), was key to her career. “He showed me that insurance is about more than policies – it’s about helping people secure their futures,” says Kay. His guidance led her to pursue IISA qualifications and solidified her commitment to the industry.
Growth and professional development
In 2014, Kay joined Aon South Africa, beginning in the Critical Client Care division. Her ability to connect with clients quickly propelled her into new business development. “Millennials want to break boundaries and challenge the status quo whilst simultaneously building trust and forming long term relationships,” she says. “The industry needs entrepreneurial mindsets- skills that go beyond selling policies to identifying and solving real problems.”
Her commitment to learning led her to complete IISA qualifications and later pursue a Postgraduate Diploma in Business Administration (PDBA) at GIBS. These academic achievements helped her progress at Aon, where she was promoted to Branch Manager in 2020. “It reflects the millennial mindset which acknowledges the critical importance of investing in human capital to optimise individual potential.” Kay explains.
A pivotal moment in her career came in 2018 when she participated in The Insurance Apprentice (TIA). Kay emerged as the runner-up, a recognition that further propelled her professional journey. “Not only did it bolster my insurance knowledge, but it also reinforced the drive to succeed in the industry and to continuously break boundaries. The experience strengthened her industry networks.” She recalls.
Embracing innovation and entrepreneurship
A key trait of Millennials is the drive to make an impact, and Kay’s entrepreneurial spirit shines through with her venture, The Dog Broker SA. After the loss of her dog in 2021, Kay founded the business to source lifelong companions from reputable breeders for her clients. “I saw an opportunity to improve transparency in the pet industry, much like I saw the potential to innovate in insurance,” she says.
Running The Dog Broker SA has taught Kay valuable lessons in leadership and problem-solving, skills she brings into her insurance work. “Whether it’s placing a dog in a loving home or offering the right insurance solutions, it’s about building trust and meeting people’s needs,” she explains.
Millennial leadership in insurance
For Kay, success in insurance isn’t just about following tradition but blending it with modern solutions. “Insurance is evolving, and Millennials are leading the change),” she says. “We understand technology and convenience, and we’re looking for ways to improve client experiences.”
Kay’s leadership at Aon emphasises collaboration, high performance culture, and self-development. “I encourage my team to invest in themselves, they need to constantly develop so they are able to navigate the changing environment,” she says. “It’s not just about the bottom line, we need to drive the right culture in our organisations to enable our teams to better serve our clients.”
Shaping the future of insurance
Kay’s journey reflects the Millennial drive to reshape industries. “We are not just joining the workforce – we are driving the change,” she says. Her MBA at GIBS has further sharpened her leadership and strategic skills. “There are countless opportunities to grow in the industry, it’s time to empower millennials with leadership roles to drive meaningful change.” she explains.
Looking ahead, Kay believes the industry must balance between the traditional way of conducting insurance with innovation and corporate entrepreneurship.
Kay’s career – from her role at Aon to founding The Dog Broker SA—shows how Millennials are driving meaningful change in insurance. “Insurance isn’t just about protection; it’s about opportunity,” she concludes. “We are here to redefine the industry, and I’m excited for what lies ahead.”