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BCB Group and Coverforce — FAQs

Scope and how to use

These FAQs are dynamic and will be regularly updated to consolidate the standard FAQs and holding statements to support the announcement and early integration of Coverforce into BCB Group (BCB and Collective Insurance Brokers).

It’s designed for use within employee briefings, client calls/emails, supplier updates and reactive media responses (approved spokespeople only). Always use the most conservative, factual wording. Do not speculate on items still under review.

  • Audience: BCB and CIB employees, incoming Coverforce employees, key clients, partners, insurers, suppliers and industry associations.
  • Tone: Positive, transparent, continuity‑first, client‑centric and factual.
  • Escalation: Direct any media enquiries to approved spokespeople. For HR queries, contact People & Culture.

Key talking points

  • Strategic realignment. Coverforce’s strata portfolio and team are joining BCB Group to align clients with a specialist strata broker.
  • Continuity. No immediate changes for clients – its contracts, service levels and day‑to‑day contacts remain unchanged for now.
  • People first. Roles and entitlements carry forward. Onboarding is paced and supported. Employee Assistance Program (EAP) remains available.
  • Branding. The Coverforce brand will be retained during the transition. Future brand steps will be communicated.
  • Governance. Weekly integration cadence with Steadfast, GSA and CBN. External statements approved by BCB MD.
  • Benefits. Expanded capability, deeper expertise and more choice – without disruption to the existing service levels.

Standard holding statements (short responses)

  • This is a positive, client‑first alignment with a specialist strata broker, focused on continuity and enhanced capability. We avoid speculation and only release approved statements.
  • There are no immediate changes to client service or contacts. We’ll keep you informed well in advance of any updates.
  • This integration strengthens capability and support while protecting continuity for clients and employees.
  • Your data remains protected under our privacy and security standards. Any system changes are controlled and compliant.
  • We refer all media queries to our authorised spokespeople. I’m happy to arrange a briefing if you can provide me with your contact details.

General

Integrating the Coverforce strata portfolio into BCB aligns the service to clients with specialist brokers, expected to enhance our ability to deliver exceptional value and innovative solutions to clients, strengthen our market position and expand our capabilities.

The core mission and vision of the BCB Group and Coverforce organisations are largely aligned, and we’ll work together to refine and finalise the values and goals of the combined organisation to create a rewarding culture.

The addition of Coverforce to BCB Group builds on the successful integration of Collective Insurance Brokers, making us the most experienced and trusted specialist strata broker in Australia.

Integration will begin immediately. We’ve formed an integration project team with representatives from BCB Group, GSA, CBN and Steadfast to ensure a consistent and smooth transition for both employees and clients.

In the interim, it’s business-as-usual. As the integration progresses, we’ll ensure appropriate consultation and communication with all employees.

Integration process

The integration will be phased over several months, with key milestones along the way. We’ll provide regular updates on progress.

The first step is to understand all our systems and the benefits they bring to you in your role. Then we will organise training sessions to familiarise you with any new systems, tools and processes.

Customer and market impact

The integration will enhance our service offering and clients will benefit from a broader range of products and services. Client-facing employees will receive detailed information to address any queries and help ensure a seamless client experience. Our priority is to maintain and strengthen client relationships as a result of this transition.

The goal is to strengthen and expand our product and service offerings. There may be some consolidation, but the objective is to improve what we provide.

Enhanced market reach and specialist expertise, access to broader placement options, stronger claims capability, and improved tools and analytics over time.

There are no immediate changes. Existing contracts, service levels and day‑to‑day contacts remain the same for now. As the integration progresses, we’ll notify clients about any changes and support them through them.

Client SLAs and critical processes take priority. Transition activities are being phased to avoid renewal bottlenecks and claims delays.

Renewals will progress as scheduled. We’ll sequence any integration steps to avoid disruption to renewal cycles.

There are no immediate changes. BCB Group operates with full disclosure and transparency. We’ll communicate any future commercial changes with a clear rationale and in line with regulatory obligations.

Current claims contacts remain the same. If a contact changes, we’ll provide a handover and an updated directory.

We’ll retain the Coverforce brand while we work through the transition, and we’ll review the ongoing brand portfolio at a future date.

All client data is handled under strict privacy, security and confidentiality standards. System changes (if any) will be governed by BCB Group’s information security controls and regulatory obligations, with no disruption to service. We’ll notify clients about any material changes affecting data handling or consent.

Financial and commercial

There are no immediate changes. BCB operates a transparent, fully-disclosed model. We’ll communicate any future changes with the appropriate notice and documentation.

Legal and contracting

No. Existing client contracts remain valid. If any changes are required, we’ll provide guidance and timelines.

Existing IDR/EDR pathways remain unchanged. We continue to meet regulatory timeframes and will ensure clear ownership on every matter.

Jason Starr-Thomas and Sylvia Zervas are the primary contacts for operational and people issues.

Branding and media

You should not comment on any topic or respond to any questions from journalists, nor should you proactively contact the media.

If you receive any contact from the media, please ask for the journalist’s name, phone number and email address, and confirm their deadline for a response. Then send this information to Alistair Gibney or Jason Starr-Thomas.

We’ll retain the Coverforce brand as we work through the transition for both the Coverforce team and its clients.

Employee communication

We’ll provide regular updates through online and face-to-face meetings, emails and workplace communications. You’ll be informed as decisions are made.

The project team meets weekly - Alistair Gibney, Jason Starr-Thomas, Chris Keech and Sylvia Zervas.

  • We welcome questions at any time. Please start with either your manager or People & Culture.
    • BCB Group People & Culture: Sylvia Zervas, sylvia.zervas@bcb.com.au
  • You can also speak to:
  • You can submit anonymous questions through this link.
  • Please remember you also have access to the EAP.

Employment and Reporting

No, you’re a valued member of the BCB Group. Your role is unaffected by the integration. However, we’ll work with you to transition from Coverforce to BCB Group. This will include a process to provide you with a BCB employment contract.

We’ve already spoken with employees directly affected by the changes.

Strata broking and claims employees who currently report into Gareth Carpenter and Danny Kondrajian will report to Jason Starr-Thomas during the transition period, effective immediately. There are no other changes to reporting lines at this time.

Initially, there won’t be any changes. If changes in responsibilities are identified, we’ll ensure appropriate consultation with the impacted employees.

We’re in the early stages of reviewing office locations. There’s nothing to communicate at this stage. You should continue to work from your existing workplace unless told otherwise.

We’ll review the remote work policies of BCB Group and Coverforce to help ensure consistency and fairness. We’ll provide timely communication about any changes and always aim to support work-life balance while meeting business needs.

Performance reviews will continue as usual.

BCB Group is growing and we have further expansion plans, partnering with our clients. The integration may create new positions, opportunities and improved career pathways for employees as the combined businesses expand into new markets and services. We’ll advertise all opportunities internally.

Employee compensation and benefits

Your benefits will remain unchanged at this time. We’ll start a transition process to issue you with a BCB employment contract, and we’ll aim to align and ensure the fairness of benefits across BCB Group businesses.

Your benefits will remain unchanged. However, over time, you may see improvements as we align the key benefits of both businesses.

There will be no changes to your planned holidays or personal entitlements. Everything will be carried forward.

We’ve communicated any immediate changes to reporting lines to the affected teams. Incoming strata broking and claims employees currently reporting to Coverforce managers will continue to report to those team leaders and managers.

Yes. We have a structured onboarding process underway to issue BCB employment contracts and facilitate systems access, training and induction programs.

Contacts and escalation

Authorised spokespeople
  • BCB Managing Director: Alistair Gibney
  • Chief Customer Officer (operations/clients): Jason Starr-Thomas
  • People & Culture: Sylvia Zervas
  • Finance and Integration, BCB CFO: Chris Keech