Brokers and products exist because ‘what if’ moments happen – to everyone. Media personality, speaker and best-selling author, Nikki Bush has been at the sharp end of a ‘what if’ moment after tragically losing her husband in a home invasion in late 2017. Wrapping up a life is something everyone will have to do at some stage. Nikki’s recounting of her experience, as well as the paper and policy trail of a life, shines a light on the important role of brokers and the benefits of having cover for when a ‘what if’ moment strikes. Time permitting, Nikki will share both good and bad customer service experiences and how they impact on perception of commercial brands and the individuals who represent those brands.