The Registered Insurance Brokers of Ontario (RIBO) has found Brenda Lavoie (registration no. 46083), a broker at Ontario West Insurance Brokers, guilty of misconduct spanning multiple client files over a period of more than three years.

The decision rendered on February 25, 2026 arose from conduct that came to light when a client who had suffered a significant uninsured sewer back-up loss came into the brokerage after the respondent became unresponsive. The decision was published on RIBO’s website in September 2026. The brokerage terminated her for cause in June 2023, conducted a complete file audit and reported its concerns to RIBO. The Discipline Committee ultimately considered evidence involving seven client files. Lavoie did not attend the hearing, and a plea of not guilty was entered on her behalf.

Coverage failures, falsified records and improper payments

The misconduct documented across those files, spanning from 2020 to 2023, fell into three broad categories: coverage failures, falsification of records, and improper handling of client funds and information.

On coverage, the respondent failed to complete and sign insurance applications while assuring clients coverage was in place. When clients subsequently suffered losses, she misrepresented that coverage existed, discouraged mitigation efforts, and personally attempted to cover damages.

On falsification, she submitted applications containing false licensing and experience information to obtain coverage that would otherwise have been declined, uploaded fictitious policy numbers to generate unauthorized discounts, bypassed brokerage access restrictions, omitted prior claims from applications, and backdated documents to conceal coverage gaps.

On data handling, she systematically used her personal email and phone for client communications — including forwarding photographs of driver's licences and transmitting ownership documents and payment information — outside the brokerage's secure systems. She also directed premium payments to her personal account after termination and failed to self-report her misconduct to RIBO.

Clients left without coverage

The coverage failures had concrete consequences for clients. One client suffered an uninsured sewer back-up loss in March 2023. The respondent repeatedly assured the client that coverage existed, sent away a moving truck that had arrived to remove damaged items, delayed mitigation for over two months, and personally hired a restoration company. The restoration company ultimately determined that the delay had rendered the contents uncleanable and that they had to be destroyed.

In another case, Lavoie falsely stated that a motorcycle client held an M2 licence with three years of experience when the client held only a G licence; the application would otherwise have been declined. After her termination, Lavoie also directed clients to e-transfer premiums to her personal email account rather than the brokerage's trust account, leaving the brokerage unpaid for $1,435 it had advanced on their behalf.

Another client received liability slips despite no policies actually having been placed. Lavoie also uploaded fictitious Wawanesa auto policy numbers for two consecutive years to obtain a 40% multi-vehicle discount on motorcycle premiums for which the client was not eligible.

In another file, Lavoie failed to place home coverage for a close relative despite issuing a binder, leaving a gap of nearly six months. She subsequently backdated an application. After the client suffered a water loss, she bypassed brokerage restrictions to upload a CAA Insurance policy directly, omitting the previous water damage claim even though the insurer had twice declined the risk because of that claim.

“The conduct was egregious”

The Discipline Committee accepted the straightforward and credible evidence of the three brokerage witnesses and found misconduct established across all seven client files considered at the hearing. One allegation concerning an undisclosed or unconscionable fee was dismissed.

On all remaining allegations, the Panel's findings were unequivocal. "These were not isolated mistakes and the conduct was egregious," the Panel stated. "The Licensee's demonstrated dishonesty and a lack of good faith occurred across her practice including with her employer, her clients, and the insurers." The Panel found the misconduct continued and expanded despite supervision, training and repeated warnings, and found no mitigating factors. “Misconduct of this nature renders the Licensee unsuitable to hold registration as an insurance broker," the Panel concluded, adding that had the respondent continued to hold registration at the time of the hearing, revocation would have been the appropriate penalty.

The Panel imposed a reprimand and a fine of $25,000 payable to the Minister of Finance within 90 days. Should Lavoie seek to re-enter the profession, any future registration application must be referred to the Qualification and Registration Committee for an assessment of her suitability, integrity, trustworthiness and fitness.