BRENT: I think what makes BCAA special is our strong values and beliefs. From our roots as a Membership organization, we’ve always had this sense of belonging to something bigger, to a group of passionate people who come together as a positive contributor to our province. It started with a shared desire to make roads safer and grew from there. Today, that core belief in safety and protection has broadened to encompass everything about life in BC. We have such a clear sense of Purpose, founded in safety, protection and supporting British Columbians through everyday life and extraordinary times.

GRANT: True, and our story as an “auto” club is evolving, with a wider definition of mobility. Today, mobility is however you get around, whether or not you own a car – whether you’re getting to work or school, visiting family, getting groceries or enjoying our beautiful province. We’ll always be here to save Members by the side of the road, but we need to consider how people will get around in more climate-friendly ways, too. In addition to car shares, electric vehicles and autonomous forms of transportation, micromobility options like electric-assist bikes are starting to become part of the transportation picture.

We’re considering climate change in everything we do

NATHAN: Climate is especially critical for BCAA as an insurer. The effects of climate change were devastating in BC last year. Wildfires, heat domes, flooding, extreme cold – these are times when our insurance customers need us the most. Extreme climate events are no longer one-offs, but something we must be ready for every year. Protecting British Columbians means carefully managing our risk and finding creative ways to protect more people in more ways. That’s why we’re exploring gaps in coverage, as well as proactive new ways to help customers prevent damage, and more ways to help and support people when they need us. In extraordinary times, we have proved we can lean into our Purpose to do more.

We want to make life easier for Members

SALMAN: Putting Purpose at the heart of our business also means evolving how we operate. We want our Members and customers to connect with us faster and more easily, however they choose. Some people prefer to visit us in person, while others find it more convenient to talk on the phone or do business online – or a combination. Making it possible for people to access all of our services, our expert advice and everything else we have to offer is important. And just as important is their experience every time we connect.

KELLY: Exactly, and we’re investing in the systems to achieve that. I remember in the early days of the pandemic, many organizations went into survival mode. But BCAA had already started to invest heavily in our technology and systems, and we knew we had to continue that work. Thanks to these improvements, we understand the people we serve better. Our ultimate goal is also to serve everyone faster, because, as we all know, waiting is frustrating, particularly when you need us the most.