G E T T I N G   S T A R T E D

Before diving into Copilot's capabilities, it pays to understand where the settings live and what they control. This opening session is a guided tour of Microsoft Copilot's settings panel — display preferences, response style, privacy controls, conversation history management, and notification options across the browser and Microsoft 365 apps.

You will leave with a fully configured Copilot account tailored to how you and your brokerage want to work, so every session from this point is intentional from the start.

What You Will Learn

T H E   R I G H T   T O O L   F O R   T H E   J O B

Not all Copilot experiences are equal. Microsoft offers several distinct Copilot products — Microsoft Copilot (consumer), Microsoft 365 Copilot (enterprise, embedded in Word/Outlook/Teams/Excel), Copilot Studio (custom agents), and GitHub Copilot (for code). Choosing the right one for brokerage work is critical for both productivity and compliance.

We step through the current Copilot product landscape, explain what each one does, who it is for, and which licence is appropriate for insurance professionals. We also cover how to switch between Copilot experiences without losing context.

What You Will Learn

C O P I L O T   I N   Y O U R   W E B   B R O W S E R

Microsoft Copilot's web interface at copilot.microsoft.com is the fastest way to get started — no installation required. In this session we walk through every corner of the browser experience: starting conversations, managing past chats, uploading files for analysis, and keyboard shortcuts for speed.

We also cover Microsoft Edge's built-in Copilot sidebar — which adds an AI panel to every webpage you visit — and how to use it to summarise insurance articles, research insurer ratings, and draft correspondence without switching tabs.

What You Will Learn

C O P I L O T   I N S I D E   Y O U R   O F F I C E   A P P S

One of the most practical sessions of the day. Microsoft 365 Copilot is embedded directly inside the apps insurance professionals live in — Word, Excel, PowerPoint, and Outlook — and completes tasks in context, with access to your own documents and emails. We work through four real brokerage tasks you can repeat the moment you return to your desk.

Each sub-session is hands-on and produces a real brokerage output you take away.

What You Will Learn

C O P I L O T   I N   Y O U R   P O C K E T

The Microsoft Copilot iOS and Android apps put AI assistance wherever you are. Whether commuting between client visits, waiting between meetings, or away from your desk after a claims call, the mobile app lets you continue conversations, dictate prompts by voice, photograph documents for instant analysis, and receive notifications from connected workflows.

We download the app, sign in with work credentials, and explore what works best on mobile — including voice input, camera integration for policy schedules and correspondence, and quick-action shortcuts for common brokerage tasks.

What You Will Learn

P E R S O N A L I S I N G   Y O U R   E X P E R I E N C E

A well-configured Copilot is dramatically more useful than an out-of-the-box one. In this session we set up personal instructions that tell Copilot about your brokerage, your AFSL licence, your preferred communication tone, and the classes of insurance you specialise in.

By the end of the session Copilot will understand your brokerage context, your preferred output style, and the regulatory environment you operate in — making every response more relevant from the first prompt.

What You Will Learn

W O R K I N G   W I T H   Y O U R   O W N   C O N T E N T

Copilot can read, analyse, and respond to files and images — not just typed text. In this session we upload policy PDFs, Word documents, Excel spreadsheets, claims correspondence, and screenshots and ask Copilot to summarise, extract data, compare, and critique the content.

We cover supported formats, file size limits, best prompting practices for document content in an insurance context, and how to attach multiple files to a single Copilot conversation for cross-document policy comparison.

What You Will Learn

T H I R D - P A R T Y   I N T E G R A T I O N S

Copilot Plugins and Microsoft 365 extensions bring third-party functionality directly into Copilot conversations and Microsoft 365 apps. From specialist research tools and productivity apps to industry-specific data services, Plugins extend Copilot's reach into the software ecosystem your brokerage already relies on.

We tour the available Plugins and extensions, install a selection relevant to insurance broking, and show how to combine multiple capabilities in a single Copilot conversation for powerful multi-step results.

What You Will Learn

C O N N E C T I N G   C O P I L O T   T O   Y O U R   A P P S

Microsoft Copilot Connectors are bridges between Copilot and the tools your brokerage already uses. With the right Connectors in place, Copilot can read insurer emails in Outlook, pull renewal documents from SharePoint, check the renewal pipeline in your CRM, and post summaries to Teams — all from inside a single Copilot conversation.

We set up two or three Connectors live and demonstrate how Copilot can access, create, and update content across your connected brokerage applications — all within your Microsoft 365 data boundary.

What You Will Learn

C U S T O M   A G E N T S   E X P L A I N E D

Microsoft Copilot Studio is the low-code platform that lets you build custom Copilot agents tailored to your brokerage's specific workflows. Think of it as the way to create a purpose-built AI assistant that knows your compliance requirements, your policy library, and your brokerage's own processes — without writing code.

We explain what Copilot Studio is, how it differs from out-of-the-box Copilot, and how to build a simple brokerage agent — such as a Compliance Checker or Renewal Reminder assistant — using natural language instructions connected to your SharePoint knowledge base.

What You Will Learn

C R E A T E   S H A R E A B L E   C O N T E N T   I N S T A N T L Y

Copilot Pages are collaborative, editable documents that Copilot creates directly from a conversation. Instead of copying text out of the chat, Copilot can produce a Page — a structured, shareable document that your whole team can edit, comment on, and build on together inside Microsoft 365.

We generate several Pages live — a renewal recommendation letter, a coverage gap analysis, a compliance checklist, and a client-facing coverage summary — showing how quickly Copilot can produce polished, real-world brokerage deliverables that are immediately ready to refine and share.

What You Will Learn

O R G A N I S E   W O R K   A N D   M E E T I N G S

Microsoft Teams is where most brokerage teams collaborate — and Copilot is deeply embedded in it. Copilot in Teams can transcribe and summarise meetings in real time, generate action items from a call with an insurer or client, answer questions about what was discussed, and draft follow-up messages — all without you taking a single note.

We set up Copilot in Teams, run a live meeting summary, create a client follow-up action list, and show how to use Copilot to stay across team conversations and channels without reading every message.

What You Will Learn

M A K I N G   C O P I L O T   T R U L Y   Y O U R S

Beyond basic settings, Microsoft Copilot offers deeper customisation for power users. In this session we explore custom instructions, persona definitions, output format templates, and how to save and reuse prompt patterns across different brokerage contexts and roles.

We write role-specific instructions — for a client-facing broker, an underwriter, a claims handler, and a compliance officer — showing how Copilot can behave differently depending on the role it is supporting, and how to switch context quickly when you change tasks during the day.

What You Will Learn

A U T O M A T E   B R O K E R A G E   T A S K S   W I T H O U T   C O D E

Microsoft Power Automate is the no-code automation layer that works alongside Copilot to handle repeating brokerage tasks automatically. When a renewal PDF arrives in your inbox, Power Automate can extract it, send it to Copilot for summarisation, and post the summary to Teams — without any manual steps. Copilot helps you build these flows in plain English.

We build a simple brokerage automation together — automatically summarising every policy document sent to a shared inbox and saving the summary to SharePoint — and discuss where automation fits in a brokerage AI stack alongside Copilot and Copilot Studio.

What You Will Learn

C R E A T E   V I S U A L   C O N T E N T   W I T H   A I

Microsoft Copilot can generate images, design slide presentations, produce diagrams, and create brand-consistent visual assets directly inside Microsoft 365 — through PowerPoint Designer, Microsoft Designer, and the Copilot image generation capability in the browser and in Edge.

We explore what Copilot can design for a brokerage context, how to write effective visual prompts, and how to iterate on designs through conversation until the output matches your brokerage's brand and professional standard.

What You Will Learn

C O N N E C T I N G   T H E   F U L L   E C O S Y S T E M

Microsoft Copilot's integration layer connects it to the broader software ecosystem your brokerage relies on — from broker management systems and CRMs to data warehouses and communication platforms. In this session we survey the full Copilot integrations landscape, configure the most relevant ones for insurance broking, and demonstrate end-to-end workflows that span multiple tools.

We also cover integration security, data permission scoping, and how to ensure Copilot only accesses the data it actually needs for each task — a critical requirement under AFSL and Privacy Act obligations.

What You Will Learn

I N S U R A N C E - S P E C I F I C   F O U N D A T I O N S

With the Copilot platform foundations in place, this module applies everything you have learned to the specific context of insurance broking and underwriting in Australia and New Zealand. We map Copilot's full capability set to the roles, workflows, and compliance obligations that define your day.

You will leave this session knowing exactly where Copilot delivers the most value in your specific role — and where human expertise and judgement must always remain in the loop.

What You Will Learn

T H E   L A N G U A G E   O F   A I

Copilot is only as good as the instructions you give it. This module teaches the RCTF framework — Role, Context, Task, Format — the most effective prompting structure for insurance professionals. We compare weak prompts against strong ones using real insurance examples and measure exactly how the output improves.

We also cover how to use context windows effectively, how to iterate on outputs without starting over, and how to build prompt templates for the recurring tasks that appear most often in a general insurance brokerage.

What You Will Learn

The RCTF Framework at a Glance

U N D E R W R I T I N G   A N D   P O L I C Y   W O R K F L O W S

Copilot can transform the underwriting and policy administration workflow. From analysing broker submissions and drafting referral notes to comparing policy wordings and extracting key terms from schedules, Copilot handles the document-heavy work that consumes hours of underwriter and broker time every week.

In this session we work through six underwriting and policy use cases with real insurance documents, demonstrating the RCTF prompt for each and producing outputs you can use or adapt immediately.

What You Will Learn

C L A I M S   A N D   C L I E N T   C O M M U N I C A T I O N S

Claims are where clients judge their broker most harshly, and client communications determine whether a relationship survives a difficult renewal. Copilot assists at every point in the claims lifecycle and produces professional, empathetic client correspondence faster than any other single use case in broking.

We work through six claims and communications use cases with realistic examples, from FNOL drafting through to disputed claims advocacy and client retention correspondence.

What You Will Learn

C O M P L I A N C E   A N D   R I S K   A S S E S S M E N T

Compliance is a constant obligation for Australian and NZ brokers operating under AFSL conditions. Copilot can surface current ASIC regulatory guides, cross-check correspondence against ICA Code requirements, and generate compliance checklists — reducing time spent on regulatory administration without removing the human judgement that must always be applied.

We also cover risk assessment support: using Copilot to research industry risk profiles, structure risk reports suitable for underwriter submissions, and map client activities to coverage classes.

What You Will Learn

D E L E G A T E   W O R K .  G E T   R E S U L T S .

Copilot Cowork is the headline new feature in Microsoft 365 Copilot — now generally available. Where standard Copilot chat gives you a draft or a recommendation, Cowork actually executes the work. You describe the outcome you want, and Cowork plans, acts, and delivers a completed result across your Microsoft 365 environment, with approval checkpoints at every sensitive step.

For insurance brokers, this means you can hand Cowork a complex multi-step task — prepare a renewal pack, triage the inbox, draft and send a client update, schedule a follow-up meeting — and come back to a finished result rather than a starting point. Cowork runs in the cloud, so tasks keep progressing even when your laptop is off.

What You Will Learn

Brokerage Tasks Cowork Can Execute End-to-End

A I - P O W E R E D   B U S I N E S S   I N T E L L I G E N C E

Power BI is many brokerages' primary reporting tool, but building effective reports still takes skill and time. Microsoft Copilot accelerates every stage — writing DAX formulas for premium income and loss ratio calculations, suggesting the right visualisation for your data, designing report layouts, and generating the written commentary that gives board reports their narrative.

We use Copilot alongside Power BI Desktop and Power BI Service to build a complete brokerage performance report faster and with better output than working alone.

What You Will Learn

O R G A N I S E ,  A N A L Y S E ,  A N D   D E L I V E R

Copilot Notebooks are persistent, AI-powered project workspaces built directly into Microsoft 365 Copilot and OneNote. Instead of uploading the same documents every session, a Notebook lets you gather all the files, chats, meeting notes, and references for a client, a renewal, or a claims matter into one place — and ask Copilot questions grounded only in that curated content.

For brokers, this means a per-client Notebook containing the policy schedule, renewal history, claims file, and insurer correspondence — all searchable and analysable by Copilot without re-uploading. Notebooks stay in sync with SharePoint automatically as documents are updated, and can be shared with your whole account team.

What You Will Learn

Brokerage Notebook Use Cases

V I S U A L   C O N T E N T   A T   S C A L E

Canva's Microsoft Copilot integration brings AI-powered text and image generation directly into the design tool most marketing and communications teams already use. Copilot can write the copy for your Canva designs, generate background images and graphics, suggest layout improvements, and make changes through conversation inside Canva's editor.

We demonstrate the Copilot and Canva workflow for brokerage social media graphics, email banners, client presentation covers, and printed marketing materials — showing how to maintain brand consistency across every deliverable.

What You Will Learn

E X P E R T I S E   O N   D E M A N D

Researcher and Analyst are two purpose-built AI agents available directly inside Microsoft 365 Copilot — no additional configuration required. They are designed for the kind of complex, multi-step work that standard Copilot chat is not built for: deep research that synthesises multiple sources into a structured report, and data analysis that transforms raw spreadsheet data into clear insights and visualisations.

For insurance brokers, Researcher can produce a detailed market analysis of premium movements in a specific class, synthesise regulatory updates across ASIC and ICA sources, or build a comprehensive client risk profile — all grounded in both your work data and the web. Analyst can take a portfolio loss run in Excel and surface frequency and severity patterns in minutes, without requiring any data science skills.

What You Will Learn

Researcher vs Analyst at a Glance

B E S T   P R A C T I C E S   F O R   P R O T E C T I N G   Y O U R S E L F   A N D   Y O U R   C L I E N T S

AI tools create new risks alongside new opportunities. This session takes an honest look at the data privacy considerations, common mistakes, and professional obligations that come with using Copilot in an insurance brokerage context. You will leave with a clear framework for deciding what is safe to share and what is not.

We also cover hallucinations — when Copilot confidently gives wrong answers — how to fact-check AI output systematically, and the governance questions every brokerage must answer before deploying Copilot at scale under AFSL obligations.

What You Will Learn

D E S I G N ,  P O S T ,  A N D   M A N A G E   Y O U R   S O C I A L   P R E S E N C E

Insurance brokers are increasingly expected to maintain a consistent professional presence on LinkedIn and Facebook. Copilot writes platform-optimised content, generates image prompts, suggests posting schedules, repurposes long-form brokerage content into short posts, and drafts responses to client comments — all within ASIC's financial services advertising guidelines.

We build a 30-day content calendar together, generate a week of posts with captions and image briefs, and set up a simple Copilot workflow for managing comments and direct messages consistently at scale.

What You Will Learn

K N O W   W H A T   Y O U R   A G E N T S   A R E   U P   T O

As Copilot becomes embedded in brokerage workflows — especially with Connectors, Copilot Studio agents, and Power Automate flows — it becomes critical to know what Copilot is actually doing on your behalf. This session covers how to access Microsoft 365 activity logs, review Copilot actions, set usage alerts, and build an audit trail for compliance and governance purposes under your AFSL obligations.

We also discuss governance best practices: setting clear boundaries on what Copilot can do autonomously, requiring human approval before high-risk actions, reviewing access permissions regularly, and writing the organisational AI governance policy every brokerage should have before deploying Copilot at scale.

What You Will Learn