When Giovanna Costa Fazari (pictured) joined the insurance industry three years ago, she brought something many veterans had lost: a fresh, unjaded commitment to transparency. Now an associate broker at Brokers Trust Insurance Group, Costa Fazari is using that clarity-first mindset to help demystify policies for clients grappling with rising premiums and complex coverage structures.
“It starts with understanding the client’s unique risk profile and financial goals,” she said. “Only then can you tailor your recommendations in a way that truly serves them.”
For Costa Fazari, transparency is not a one-time disclosure – it’s a philosophy that begins at first contact and continues throughout the client relationship. One of the most important elements, she said, is using plain language.
“I’m a philosophy major at heart, but I hate jargon,” Costa Fazari said. “It confuses people. So I make a point of reviewing policies with clients in everyday language – walking them through what’s included, what isn’t, and why that matters.”
She prefers in-person meetings where possible, believing face-to-face conversations build trust and help clients absorb critical information. That level of interaction, she said, empowers people to understand their obligations and spot coverage gaps before they become costly claims.
Costa Fazari also highlighted new regulatory requirements, such as disclosure forms outlining commissions and potential conflicts of interest, as steps toward greater transparency. While her brokerage currently handles these on paper, they’re exploring digital solutions to streamline the process and make it easier for clients to engage.
As digital insurance platforms make policy comparisons faster and more accessible, brokers face a new challenge: how to remain relevant when algorithms are doing the sorting. Costa Fazari believes the answer lies in interpretation, not just information.
“Technology is great for speed and convenience, but it doesn’t explain the ‘why’ behind a policy,” she said. “Brokers add value by translating coverage details and pointing out the real-world impact of exclusions, sublimits or specific endorsements.”
She acknowledged that consumers are increasingly starting their insurance journeys online but warned against viewing the process as transactional. Instead, brokers should provide clients with personalized summaries, real-life claim scenarios and long-term service beyond the point of sale.
“AI can’t replicate the insight a human brings to the table,” she said. “We’re not just selling policies – we’re guiding decisions.”
With extreme weather, cyberattacks and liability exposures on the rise, Costa Fazari believes brokers must take on a more active risk advisory role. At her firm, that includes newsletters, webinars and personalized briefings on new and evolving threats.
“We do structured annual reviews and walk clients through hypothetical claims tailored to their situation,” she said. “It helps them visualize how a risk could affect them financially and why being underinsured can be so dangerous.”
This educational approach is especially critical for business owners whose insurance needs may grow rapidly or shift with market dynamics. Brokers who stay ahead of the curve, Costa Fazari said, give clients the confidence that their coverage will keep pace with their risk.
To prevent coverage gaps, Costa Fazari emphasizes the importance of ongoing engagement – not just annual reviews, but periodic check-ins that reflect a client’s evolving circumstances.
“Insurance is intangible, so people don’t think about it until something happens,” she said. “But even small changes in their life or business can affect their coverage needs.”
She believes technology can – and should – play a role in long-term policy management. For example, smart dashboards that flag new regional threats or alert clients to cyber vulnerabilities could trigger timely broker outreach.
But she’s quick to add that tech is only a tool – what matters most is the relationship. “If we commit to long-term engagement, we move from being just policy providers to trusted risk partners,” Costa Fazari said. “That’s how we deliver real value.”
As insurance complexity grows, so does the need for brokers who can translate policy language into practical protection. Giovanna Costa Fazari’s client-first approach – rooted in clear communication, education and proactive service – offers a compelling model for an industry in flux.
“The more transparent we are,” she said, “the more trust we build. And trust is what drives everything in this business.”
