The Story
Opportunity Seen
The story of Chadwicks begins not with a grand vision, but with a very real problem. In 2003, after nearly a decade working within South Africa's leading insurance firms, Tim Chadwick had witnessed too many businesses and individuals left vulnerable by policies they could not decipher. The insurance industry had evolved into a labyrinth of complexity where customers routinely entered into insurance contracts they did not understand, creating a dangerous gap between what clients needed and what they received.
While others saw this complexity as inevitable, Tim recognized it as an opportunity.
"I realized that the greatest weakness in the industry could become our greatest strength," Tim reflects. "I recognized that if I could build a team that could make the complex simple, we would elevate the insurance transaction and create a meaningful business."
This insight laid the groundwork for something radically different. A brokerage built around making insurance fast, staying friendly and keeping things simple, which would later become the core focus of the business, not as a marketing tagline, but as a deeply embedded operating philosophy and it would become the operational heartbeat of the company.
Where traditional brokers buried clients in insurance jargon, Chadwicks would offer clarity. Where industry norms prioritized policies over people, Chadwicks would build relationships. More on how this philosophy took shape and why it still drives everything we do, later on in this story.
Since 2003
Chadwicks Founded
In July 2003, Tim officially launched the Chadwicks model with a clear intention to break away from the traditional brokerage focus on simply selling policies. While the philosophy that would later become known as “Fast, Friendly and Simple” was not formally articulated at the time, its spirit was already taking shape in how the business operated. The approach emerged organically in those early years centering on responsiveness to client needs, genuine relationship building and cutting through complexity.
Building Against the Current
The early years of Chadwicks were not without challenges. When many new businesses focus solely on growth metrics, Tim chose a different path, building a company designed to last through commitment to values and quality over rapid expansion.
"We believe in the Simon Sinek concept of the 'infinite game'. We do not see having the highest turnover or winning the game as the yardstick, but rather staying in the game and driving each other to grow and be better for our clients," Tim explains.
This philosophy meant slower, but more sustainable growth, allowing the company to establish deep roots in a competitive market.
Fast, Friendly & Simple Born
The 2008 financial crisis and later the COVID-19 pandemic tested Chadwicks resilience and adaptability.
During COVID-19, the team quickly pivoted to remote work while maintaining service standards. "We learned to work apart on video," Tim notes, while emphasizing that client service remained uncompromised.
The pandemic period was "harrowing and heartbreaking as some businesses and people didn't make it," placing financial strain on operations. But rather than merely surviving, Chadwicks found opportunity in crisis: "we not only survived but thrived. Much deep thinking and strategizing was done during this trying time." The challenges ultimately reinforced the value of their transparent approach to client communication and cover.
It was during the COVID era that the following three principles were officially defined and embedded as Chadwicks core operating pillars:
Responsiveness
Responding to client needs as fast as possible with consistent urgency.
Friendliness
Building genuine relationships, not just churning out transactions. No Autopilot.
Simplicity
Decoding complex insurance concepts into plain and simple language.
This unique philosophy empowers clients to make informed choices about their insurance, creating a premium experience distinctly different from the industry norm. It was founded on Tim recognizing that many brokers and insurers were treating and advising their clients poorly.
"Clients were receiving substandard service," Tim said, "simply because they didn't know what they should expect from a professional and competent broker." I saw this happening repeatedly," Tim said, "and it simply wasn't right."
This widespread neglect highlighted something deeper: the moment a client chooses Chadwicks, they are not just buying a policy—they are breaking away from a pattern of disappointment. "The reality we face," Tim emphasizes, "is that by choosing Chadwicks means ending a relationship with another provider who has failed them - in some cases for a long period of time. That decision carries huge weight. These clients have earned every Rand through dedication and hard work, yet many have endured years of mediocre service and unfulfilled promises from brokers or insurers who took advantage of their trust."
Tim instills in his team a profound sense of duty toward this transition. "When we sit across from prospective clients, we must carry an unshakable conviction in what we stand for. We are asking these clients to make a significant change based on our word. Nothing demands more courage than looking someone in the eyes and promising something better—and then delivering on that promise every single day.
Tim concludes that, “our belief in Chadwicks is unwavering because it is built on results, relationships and a relentless commitment to doing right by our clients.”
This pledge to transparent, honest and exceptional service forms the foundation of the Chadwicks difference—a team that champions their clients' interests with the same passion and dedication they bring to Chadwicks.
For clients, this philosophy means:
Insurance That Puts You First 24/7. No Surprises, No Hassles, No Loopholes.
Innovation Through Internships
In recent years, Chadwicks has rethought its approach to talent development.
Their internship program has become "pivotal in bringing in bright young minds with great ideas and energy."
This initiative has injected fresh perspectives, while reinforcing the company's commitment to developing the next generation of risk and insurance professionals.
"Also seeing the young people coming through makes me excited about the future," Tim notes, highlighting how this program has become not just a recruitment channel, but a source of ongoing innovation and energy.
The Financial Connection
While Chadwicks does not prioritize financial metrics above all else, they recognize the connection between “substance growth” and financial rewards. Their philosophy holds that when team members grow personally and professionally, the business naturally grows as well. This growth then enables financial rewards for the team, creating a virtuous cycle where personal development drives business success, which in turn funds further development.
As Tim puts it, "If we succeed in fostering “substance growth”, the sky is the limit and our team is rewarded financially. But the financial rewards are the result, not the primary goal. Think of it like this: making money isn’t the destination—it’s the fuel that keeps the bus moving toward it.”
The Human Element
Perhaps the most distinctive aspect of Chadwicks approach has been its philosophy toward talent and culture. Unlike many organizations that describe themselves as "families," Tim deliberately chose a different model.
"We are not a family—families are about unconditional love and can be dysfunctional at times. Instead, we model ourselves on elite sports teams like the Springboks, where performance is key and we select the right person for every position," Tim explains. This sports team mentality created a high performance culture, balanced with care and shared purpose.
"My biggest achievement is undoubtedly having key people being with me for most of the journey, in particular Mantana Viviers. She is the bedrock, caring and unwavering—the mother figure of the business," Tim acknowledges, when reflecting on what makes him most proud.
Beyond Transactions
What truly distinguishes Chadwicks is its extraordinary client satisfaction percentage rate, which is consistently in the high 90’s, a figure almost unheard of in an industry often characterized by price driven policy “switching.” This loyalty stems from countless moments when insurance transcended paperwork to become a genuine lifeline.
When a home is broken into or when a hippopotamus’s teeth unexpectedly crushes the front of a client’s car in the middle of nowhere (real stories - see client testimonials), clients discover that their relationship with Chadwicks extends far beyond policies to the authentic partnership. The common refrain from clients, "I thought my business might not survive this", or “that is why I have been with them for over a decade”, transforms into relief through clear guidance and swift action.
Client Testimonial
"I was unfortunate enough to have my car stolen in November last year. The circumstances were such that the insurer was initially prepared to pay for the vehicle contents, but not for the car itself. The eventual outcome saw me getting a full payout from the insurer. I honestly do not think I would have stood a chance if I were dealing directly with the insurer.. That is why I recommend Chadwicks!"
The implementation of objective client "Google Reviews" has further strengthened this client centered approach. This feedback mechanism has "united our team even more, enabling us to learn and grow using our clients' honest input." Beyond providing valuable insights for improvement, these reviews serve as "a great motivator when a job is well done and acknowledged by our clients."
A Dynamic Culture of Quality
From the early 2000's to today, the story of Chadwicks is the story of a company that has never rested on its laurels, always looking for new ways to satisfy its clients and stay ahead of the curve.
At Chadwicks, we aspire to make insurance the opposite of a grudge purchase. To do that, we have developed a dynamic company culture focused on quality, aspiring to be "Good to Great," based on a Jim Collins concept, and creating an environment where talented people can thrive.
Client Testimonial
"I appreciate all you have done and how well you have highlighted to the insurers where I think they were unfair. I am also grateful for offering further assistance. My opinion of Chadwicks and you personally has escalated and at the very least I understand the importance of having a broker if one decides to have insurance, so thank you for your exceptional service."
We believe insurance should be straightforward. Whether working with businesses or high net worth individuals, we take pride in explaining complex concepts in simple terms, so our clients fully understand how their insurance works for them. Our work begins where traditional brokers stop. Where others see policies, we see partnerships. This mindset has earned us the trust of our clients and established Chadwicks as a leading boutique insurance provider for over two decades.
The Present
The Future
Today, Chadwicks remains "unapologetically boutique," focusing on being cutting edge, exclusive and focused on niche areas where we think we add value. This deliberate positioning naturally limits certain growth metrics, but creates significant advantages in agility and personalization.
As Tim explains, "This obviously limits us, but in other ways speaks to one of our mantras, 1 beats 5 – the theory is that a single, motivated player will often outperform a group of 5 average ones. By pivoting, we can adapt as a small team of highly skilled and dedicated people more effectively than most large, siloed type brokerages can.”
Beyond The Story
The Risk Advisor Difference
At Chadwicks, we redefine the role of a risk advisor. Our clients seek a rare "trifecta" – Credibility, Trust, and Dedication – qualities we embody through deep expertise, genuine relationships, and unwavering advocacy. We measure success not just by financial gains, but by "substance growth," prioritizing staff development and fostering a culture of Radical Candour.
Our independence ensures unbiased recommendations, and clear professional boundaries allow us to deliver exceptional, boutique service. We believe in leadership through impact, empowering our team to take ownership and innovate. This commitment to quality, integrity, and continuous growth ensures we remain the trusted partner our clients deserve.
Credibility
Clients recognize credibility in risk advisors who demonstrate deep product and industry knowledge, exhibit sound judgment in understanding human elements of risk, simplify complex concepts, and proactively create custom solutions by understanding a client's specific needs and potential risks.
Trust
Clients define trust as the cornerstone of their relationship with risk advisors, built on loyalty, confidentiality, client first advice, and transparency—even when admitting knowledge gaps but committing to solutions—which is vital in an often-misunderstood industry.
Dedication
Clients recognize dedication in risk advisors who show persistent determination in finding solutions, respond quickly, follow through on commitments, build authentic relationships, and demonstrate extraordinary tenacity, especially when advocating for clients during challenging claims.
In the years since our founding, we believe we have developed a team of risk advisors that embody this rare trifecta. If this sounds exciting, you may want to join Chadwicks. But a word of caution to those aspiring risk advisors, we are not for everyone - our quality standards are incredibly high and our guiding principles can only be lived by extraordinary people. However, if you believe you are extraordinary and have what it takes, read on or visit our Careers page.
How We Measure Success
At Chadwicks, success is measured through a philosophy that prioritizes "substance growth" - a concept unique to Chadwicks that places staff development at the heart of business achievement. While financial metrics are essential, they are viewed as the natural outcome of getting the fundamentals right rather than the primary goal.
The Substance Growth Philosophy
Chadwicks operates on the principle that true success comes from embracing the inevitability of failure as part of the growth process.
Rather than fearing failure, the company recognizes that if you aren't experiencing occasional setbacks, you likely are not pushing boundaries or genuinely innovating. This mindset fosters an environment where continuous improvement becomes the norm.
Of course, we don't intentionally seek failure," explains Tim Chadwick, "but we understand that it's inevitable when you are constantly striving to improve. If you are not failing occasionally, you are probably not trying hard enough or taking the necessary risks to grow.
This approach acknowledges that personal and professional development of team members creates the foundation for sustainable business growth. By focusing on “substance growth” rather than just financial outcomes, Chadwicks plays "the infinite game" - prioritizing long term sustainability over short term gains.
Staff Development as a Success Metric
The company measures success by how effectively team members learn from challenges, adapt their approaches and continuously develop both personally and professionally.
A Culture of Openness and Learning
Success at Chadwicks is measured by how readily team members share both successes and failures. The company has created safe spaces for discussing missteps, ensuring valuable lessons are extracted and shared. This openness to learning serves as a key performance indicator of organizational health.
Continuous Improvement Initiatives
Regular improvement sessions where team members identify areas for growth and development are central to Chadwicks approach. These sessions focus on identifying opportunities to enhance processes, skills and client experiences. The company's culture reinforces this growth mindset through:
- Celebrating learning moments, not just achievements
- Encouraging experimentation and calculated risk taking
- Providing resources for both personal and professional development
- Recognizing resilience and adaptability as valuable traits
The Idea Meritocracy
At Chadwicks, the best ideas win. Our commitment to idea meritocracy means innovation thrives because every concept, whether from seasoned experts or new interns, is judged purely on its merit, not hierarchy or seniority. This fuels our mission to transform insurance and deliver exceptional results.
We cultivate this through open dialogue and constructive debate, grounded in Radical Candour, based on a Kim Scott concept, is the principle of offering direct, honest feedback with genuine care. This transparency builds trust, minimizes office politics, and empowers our team to challenge assumptions, share insights openly and continuously improve how we serve our clients.
This focus on performance and quality and we believe it gives us a competitive edge. It attracts ambitious, talented professionals who seek meaningful work where their contributions are valued, their growth is prioritized and excellence is rewarded. We are building a dynamic team dedicated to delivering the premium experience our clients expect.
Radical Candour
Radical Candour, a Kim Scott concept of direct feedback delivered with genuine care, is core to Chadwicks culture. We champion authenticity, fostering an environment where open, honest communication fuels both personal and professional growth.
In an era of superficial workplace connections, we have created an environment where authenticity and excellence coexist harmoniously. Our approach to communication is not merely aspirational, it is essential to who we are, with “Straight Talk” delivered with genuine care, serving as the catalyst for both personal and professional growth.
This foundation of trust and mutual respect enables our teams to thrive, focusing on impact and merit. We believe growth requires courage, the willingness to offer and receive constructive insights, even when uncomfortable, knowing it strengthens relationships and improves results.
While driving high performance, we insist on decency and respect, quality outcomes and character. This commitment to candid, authentic collaboration attracts talent, empowers our team and delivers exceptional boutique service and innovative solutions for our clients.
Empowerment Through Context, Not Control
At Chadwicks, we have witnessed firsthand how traditional siloed or top down hierarchies can stifle innovation and engagement. Many of us have experienced environments where decisions flow vertically, transparency was minimal, making meaningful contributions nearly impossible. Our approach stands in direct contrast, we believe in horizontal decision making - we do not just manage our team, we inspire and empower them, recognizing that people create their most significant impact when they have genuine agency over their work.
We develop decision making capabilities throughout our organization, measuring leadership effectiveness not by how many decisions senior leaders make, but by how few. Our managers excel at providing context rather than imposing control—equipping their teams with the understanding and information needed to make excellent decisions independently, rather than micromanaging every detail.
This environment attracts self motivated, self aware and self disciplined people, who do not wait to be told what to do or only do things when others are looking - they clean up after themselves. Chadwicks people are people with character, who take ownership without waiting for instructions, just as they would in their own homes. However, our approach is not hands off leadership - our senior team members remain deeply engaged, providing active coaching while allowing team members to first demonstrate responsibility before empowerment.
We have learned that breakthrough ideas emerge when we deliberately cultivate productive opposition. We actively seek diverse perspectives from every level, encouraging team members to challenge prevailing thinking and play devil's advocate when necessary. This intentional friction creates the robust discussions essential for uncovering truth and driving innovation, rather than ineffective consensus decision making.
While we value all input, we recognize that opinions do not carry equal weight in every context, like for example, an important product or a creative design decision, the opinion of our leader will be decisive. Once decisions are made, we operate by disagreeing and then committing, channelling our collective energy maturely toward success, rather than dwelling on possible differences of opinion.
The Power of Independence
Our independence means we are not beholden to any particular insurance company or product. This means that we are free to recommend the most suitable insurance products to our clients based on their specific needs, without any outside pressure. Independent thinking is also a critical Chadwicks value and is an essential attribute for each staff member in Chadwicks. It fosters a culture of creativity, innovation, critical thinking and problem solving, that ultimately benefits both the business and our clients.
Professional Boundaries
The standard you walk past is the standard you accept.
Chadwicks thrives on clear, consistent boundaries that are not arbitrary restrictions, but the essential framework allowing our team to operate with fairness and focus. We take Brené Brown’s message seriously: people will treat you how you let them. When we remain silent, over accommodate or ignore disrespect, we unintentionally give permission for that behaviour to continue. As insurance professionals, we recognize that setting and maintaining boundaries is not just good practice, it is the foundation of our success and the cornerstone of our client, insurer and team relationships.
We are unambiguously boutique in our approach to insurance. This means we do not transact every type of insurance available or partner with every insurer in the market. Instead, we carefully select insurance partners based on shared values around character, quality and long term relationships. For us, these three elements are non-negotiable. This means our insurer supplier network is intentionally narrower, exclusive and exceptional.
This approach means we sometimes say "no" to potential partnerships or quote requests that do not meet our standards, not because we are inflexible, but because we are committed to quality and clear boundary setting in everything we do.
Clear communication is not just a skill, it is a responsibility. If we do not speak up, we teach others that poor treatment is acceptable. Whether it is calling out disrespectful behaviour, sarcasm disguised as just joking, pushing back on unrealistic demands or simply stating what we can and can’t do, the point is not to control others, it is to make our boundaries unmistakably clear. When we communicate directly and respectfully, we create the conditions for real trust, better teamwork and healthier, more productive relationships.
Boundaries also shape how we lead and hire. We will never bring someone into this business who does not live our guiding principles. Skills can be taught, values can’t be. When someone joins Chadwicks, they are not just taking a job, they are upholding a code of conduct that puts character, relationships and quality at the centre.
Within our team, we maintain a "vault" of confidentiality, ensuring that sensitive information remains protected. This means we do not engage in gossip or share confidential information about other people. Instead, we foster an environment of trust where everyone feels safe sharing their concerns or ideas without fear of judgment. Speaking of judgment, we strive for non-judgmental spaces where team members can ask for help or express their needs freely - in judgmental team cultures, people are afraid of being judged and end up not asking for help, ultimately leading to non performance and disconnection. An open and non judgmental approach allows us to address challenges collaboratively and support each other in times of need. We also practice kindness and generosity by extending the most generous interpretation to others' intentions, words and actions. This mindset helps us handle misunderstandings with empathy and compassion.
Our boundaries are communicated clearly and consistently, both internally and externally. When clients or colleagues push back against these boundaries, we address the situation with clarity and professionalism. We understand that pushback is natural, especially when people are accustomed to different expectations. Brene Brown notes: "Some people will push back not because they are terrible, but because they have benefited from the version of you that never said no." The key is maintaining consistency while recognizing "your job isn't to control how people respond, it's to be honest about what you need." Saying no respectfully is not selfish or rude, it is what allows us to say a more powerful yes. We maintain consistency by focusing on what we need and how we can meet those needs without compromising our standards. This approach requires vulnerability—being open about our needs and limits while risking potential rejection or misunderstanding. Yet, it is this vulnerability that builds stronger, more authentic relationships with our clients, insurers and team members.
By being clear about who we are, what we stand for and how we operate, we attract clients, insurer partners and team members who value professionalism, character and quality as much as we do. Boundaries do not erode trust, they build it. They do not kill relationships, they strengthen the right ones. At Chadwicks, boundaries are not just what we practice, they are who we are.
Lead With Impact
At Chadwicks, leadership is not confined to roles or titles. It is not reserved for those with formal authority—it lives in every one of us. Whether you are advising a client, handling a claim, supporting a teammate or making a judgment call under pressure, you are shaping outcomes. And that makes you a leader. Leadership is about how you show up, your influence, your consistency, your example. It is not abstract, it is practical, visible and impacts the team profoundly.
The starting point is always self-leadership. Before you can inspire others, you must lead yourself with clarity, composure and discipline. That means managing your emotions, keeping your word, owning your development and staying grounded under stress. We expect our team to know themselves, what drives you, where you get stuck and how to course correct. Those who do the hard inner work earn trust because they lead with authenticity.
Great leadership also shows up in the small things, turning up prepared, meeting deadlines, holding boundaries, making space for others to speak. These daily actions build leadership credibility brick by brick. It is not about being perfect, it is about being intentional. Can you pause instead of reacting? Can you own a mistake without blame? Can you lift someone without needing the spotlight? That is leadership. And at Chadwicks, we notice.
Our team expects and supports leadership growth at every level. We do not box people in, we build people up. But growth is your responsibility. Know where you are, seek feedback with humility and stretch beyond what is easy. The team is counting on your evolution, because your leadership sets the tone for those around you, even when you think no one is watching.
Above all, leadership without humility is not leadership at all. As Jim Collins defined it, the highest level of leadership, level 5 leadership, is marked by a paradoxical blend of fierce resolve and deep personal humility. At Chadwicks, we hold both. True leaders are never above learning, never too proud to listen and never forget that the role is to serve. Let this definition be your compass, your true north, locate yourself, chart your next step and keep growing. The business, the culture and your career will rise with you.
Conclusion
The Chadwicks story demonstrates how challenging industry conventions with clarity and purpose can create extraordinary results. By maintaining its founding vision of making insurance "Fast, Friendly and Simple" while evolving to meet changing market needs, the company has built a reputation for transforming a traditionally complex necessity into something clients actually value and understand.
What began as Tim Chadwick’s frustration with industry norms, has evolved into a thriving business that continues to redefine what clients should expect from their insurance partners. Through economic turbulence, regulatory changes and a global pandemic, Chadwicks has proven that staying true to its core guiding principles, while remaining adaptable, is the ultimate competitive advantage.
Chadwicks focus on quality and its determination to remain a place where great people can do their best work ensures that our story will continue to evolve, while staying true to its founding purpose. And as the South African insurance landscape continues to evolve, we remain well positioned to help clients manage complexity with clarity and purpose, proving that even in the most technical industries, the human element makes all the difference.
Our Guiding Light
In our journey to create an exceptional organization, we have made the intentional choice to unify our culture and guiding principles into a single, powerful and cohesive framework. Rather than trying to separate what we believe from how we behave, we recognize that our most authentic expression comes when our values and actions are integrated.
This unified approach creates our very own Lighthouse that illuminates and guides every aspect of our work, from daily decisions to long term mission and strategy, ensuring consistency, authenticity and purpose in everything we do.
By weaving together our cultural identity with our guiding principles, we have created a more unified foundation that resonates with our team and the clients we serve.
Below is our Guiding Light, containing our five foundational guiding principles.
These principles articulate what we stand for and underpin our behaviour, advice and decisions.
Our Guiding Light
In our journey to create an exceptional organization, we have made the intentional choice to unify our culture and guiding principles into a single, powerful and cohesive framework. Rather than trying to separate what we believe from how we behave, we recognize that our most authentic expression comes when our values and actions are integrated.
This unified approach creates our very own Lighthouse that illuminates and guides every aspect of our work, from daily decisions to long term mission and strategy, ensuring consistency, authenticity and purpose in everything we do.
By weaving together our cultural identity with our guiding principles, we have created a more unified foundation that resonates with our team and the clients we serve.
Below is our Guiding Light, containing our five foundational guiding principles.
These principles articulate what we stand for and underpin our behaviour, advice and decisions.
Character
Straight Talk
For us, character is more than a principle; it's the foundation of everything. It's expressed through 'Straight Talk' and disciplined action to build unwavering trust and deliver genuine value to our clients and colleagues.
Boutique
Made with Care
Rejecting a one-size-fits-all approach, our "Made With Care" mindset uses laser-sharp focus, independence, and deep curiosity to craft truly bespoke solutions that put human craftsmanship before scale.
Relationships
Connecting is Everything
We believe connection is the ultimate measure of success. This principle, "Connecting is Everything," guides us to build lasting bonds on a foundation of deep listening, generosity, and unwavering trust.
People
The Bomb Squad
Great people demand to work with great people. The 'Bomb Squad' is our elite team of high-performers, defined by proactive ownership, measurable impact, and a collective responsibility to drive results and protect our culture.
Quality
Good to Great
Good is the enemy of great. Our "Good to Great" philosophy treats quality not as a static goal, but as a continuous pursuit, fueled by disciplined thinking and a daily commitment to raising the bar for our clients.
Character = Straight Talk
At Chadwicks, “Straight Talk” means choosing honesty over easy answers, every single time. It is about being brave enough to tell the truth clearly, compassionately and without hesitation, because caring deeply for each other and our clients is at the core of who we are.
“Straight Talk” shapes our culture. It is why our team trusts one another, shares openly and grows together. We speak directly, not to criticize, but to empower. When faced with tough choices, we ask one simple question: "Am I being completely honest and does genuine care guide my actions?"
In a business world crowded with guarded truths, we stand out by keeping our promises and speaking truthfully. We mean what we say and follow through every time. Our transparency dissolves confusion and builds lasting trust. Clients and colleagues alike know exactly where they stand with us—no hidden agendas, no surprises, just clarity.
Individual Character
Character is how we measure success. It means doing the right thing, even when no one is watching. It means respecting everyone, from the newest team member to our most valued client, regardless of status or power. It means approaching every challenge with resilience and tenacity, transforming obstacles into opportunities to demonstrate who we truly are.
Chadwicks people show character by treating others how we want to be treated. We strive to understand before seeking to be understood, knowing that true character involves compassion, humility and patience.
Great people want to belong to great teams. At Chadwicks, character attracts character. We are building more than careers, we are developing leaders who inspire trust, show respect and stand strong through every challenge. When you work for or partner with Chadwicks, you will experience something exhilarating, rare and refreshing: straight answers, real solutions and relationships built on genuine trust.
A Business with Character
Just as much each person needs character at Chadwicks, so does the business. Our business character is built on discipline, not the top-down, rules for the sake of rules kind, but the kind that creates clarity, consistency and trust. It is how we think, how we decide and how we act. For us, discipline is not about control, it is about strength of character at scale.
We hold ourselves to a business character standard across three dimensions. It starts with disciplined people, self motivated, accountable individuals who know why they are here and act like owners. Then comes disciplined thought: we face facts, stay grounded and keep our strategy sharp and focused. Finally, disciplined action, doing the right things, in the right way, over and over again. This is the foundation of our business character. It is what allows us to move fast without cutting corners, give autonomy without chaos and deliver value without ever losing our edge.
At Chadwicks, character is not just a word—it is the foundation upon which everything else stands.
Boutique = Made With Care
At Chadwicks, “Made With Care” is not a tagline, it is our way of thinking, just like when Steve Jobs transformed Apple in 1997 by cutting complexity and focusing intensely on just a few incredible products. Like Jobs, we reject the "everything for everyone" approach. Instead, we zero in on doing fewer things, but doing them exceptionally well.
What “Boutique” Means for Us
Boutique is not about size, it is a mindset. In fashion, boutiques carefully select unique items and offer personalized attention. In finance, boutique firms master niche expertise. For Chadwicks, boutique means:
Laser Sharp Focus
We do not do generic or transactional. Every insurance solution we provide is individually crafted, tailored perfectly to each client's unique risk profile. We make solutions by hand, thoughtfully and deliberately, one client at a time. Autopilot or transactional mindsets have no place at Chadwicks—every client and every risk is unique and we always treat them with thought, care and attention.
Freedom to Do It Right
Our independence is a great strength. Being free from external shareholders and bureaucratic hurdles means we can put clients first. Quick decisions, real solutions—no committees, no red tape, just meaningful actions and results.
Human Connection First
We do not rely on automation or impersonal interactions. Every client has a dedicated risk advisor who genuinely knows and cares about their situation. Real relationships are our currency. As Steve Jobs put it, "You have to be run by ideas, not hierarchy."
Why Talent Chooses Us
Talented people do not dream about being just another employee number. They want impact, meaning and growth. At Chadwicks, Made With Care empowers our team members to:
- Think Like Entrepreneurs: Everyone at Chadwicks sees the bigger picture: client strategy, innovation, profitability. You won't just do tasks, you will build skills, confidence and the grit to lead.
- Stand Against Mediocrity: We want passionate disruptors. People who would rather fix a broken system instead of tolerating it. Rebels with purpose find their home at Chadwicks.
- The Boutique Edge in Insurance: Large brokers chase scale. We build trust. “Made With Care” means we put relationships above transactions, crafting solutions that adapt quickly and precisely to clients’ changing lives and businesses.
Boutique and curiosity have a symbiotic relationship. Curiosity is not only meant for cats. It is a way of working. A mindset. A muscle we build. We do not just ask questions for the sake of it, we ask the right ones, because that is where better answers live. We challenge assumptions, including our own. We do not take “this is how it’s always done” as an answer, because our clients deserve better than default thinking. Curiosity pushes us to understand, not just what a client says they want, but what they actually need. It sharpens our judgment. It widens our lens. It makes our advice better, our service more thoughtful and our solutions more precise.
In a commoditized market of “copy paste” brokers and template thinking, our boutique strength lies in doing the opposite: slowing down to notice what others miss, asking again when something does not sit right and staying open to ideas from unexpected places. We live in an age where prompting and AI are critical skills - natural curiosity makes us more human and more effective. And that is exactly what our clients and our craft demand.
Made With Care, Built to Last
Our approach celebrates genuine insurance craftsmanship. In an era obsessed with AI and automation, we proudly choose humanity. This does not mean we do not use AI, we use it extensively, but only in a manner that aligns with our guiding principles. For clients, this means agile, personalized insurance solutions. For our team, it is the only way to work.
While most companies lose their spark as they expand, sinking into bureaucracy, Chadwicks remains fiercely entrepreneurial. We are dedicated to preserving the personal touch that defines us. “Made With Care” expresses our dedication to preserving the personal touch that sets us apart in an increasingly automated world.
When challenges arise, we ask ourselves one simple question: "How would a boutique think differently from a corporate?" That mindset keeps us bold, creative, hungry and uniquely Chadwicks, just as we have been since 2003.
People = The Bomb Squad
We aim only to have high performers at Chadwicks, people who are great at what they do and even better at working together.
In today's financial landscape, organizations with exceptional talent consistently outperform their competitors. The evidence is clear, companies with high performing teams achieve nearly three times the revenue growth and career prospects increase in a similar proportion.
At Chadwicks, we believe we have built something few organizations achieve, a team where exceptional people deliver explosive results together - we call it the “Bomb Squad” and it is loosely based on elite sports teams like the Springboks. The “Bomb Squad” is not interested in the best person for the team, they demand the right person - the success of the team depends on this.
The Mindset: Ownership and Action
“Bomb Squad” people make things happen. They do not wait for permission or direction, they see what needs doing and take ownership. This is not about fancy titles or corner offices. It is about creating an environment where talented people do their best work. The “Bomb Squad” is not for everyone and that is by design. We are looking for rare individuals who push themselves harder than any manager could, who confront their weaknesses as readily as they leverage their strengths and who pick up the torch when they see what needs doing.
We do not confuse movement with progress. Doing something is not the same as making something happen. Action is what you do, the email sent, the quote delivered, the call returned. But impact is what it means. It is the outcome. The difference it makes to the client, the business and the relationship. One is input, the other is consequence. We do not just clock tasks. We build outcomes that make a difference to our end goals. That is the line we walk every day. It is easy to be busy. It is harder and far more valuable to be effective. That is why we challenge ourselves to ask: What am I actually changing by doing this? What is the ripple effect of my work?
“Bomb Squad” people understand this difference. They are not box tickers. They are sharp operators who know how to move the needle. They take ownership of results, not just responsibilities. They are clear eyed about what matters and intentional about how they show up. Because at Chadwicks, every action must leave a mark. If it does not, we rethink the action. Here, we hire people who want to make a difference. Who are not just looking for tasks to complete, but results to deliver and people who know that business impact is the only accurate measure of action.
Resilience and Ownership in Adversity
Life is not easy, it is difficult. When adversity comes, as we know it will, our mindset is one of meaningful action not reaction or inaction. The “Bomb Squad” does not sit back and wait for things to change, our natural instinct is to try and do something positive. We value fairness, but we do not feed the story that the world is out to get us. When challenges arise, or if something seems unfair, we look at facts, not feelings. We take ownership, ask honest questions and choose progress over blame - great people never blame, they build. That is how the Bomb Squad stays strong. That is why we have made personal ownership a core part of our culture. Everyone on the “Bomb Squad” knows that challenges will come, it is how we respond that counts. When something is not working, we do not ask “why me?”, we ask “how do I move this forward?” We focus on what is in our control, take accountability and find a way. This is the kind of thinking that earns trust, solves problems and delivers real results. The “Bomb Squad” do not just talk about grit, we live it. And in doing so, we create a culture where people take charge of their growth, own their outcomes and have each other’s backs.
The Pursuit of Continuous Improvement
The “Bomb Squad” understands that perfection is an illusion. Instead, we aim to get better every single time. That is what continuous improvement means to us. As Einstein famously observed, “insanity is doing the same thing over and over again and expecting different results.” We believe in this. At Chadwicks, we do not confuse grit with blind repetition. Persistence is a strength, but only when it is paired with reflection and the courage to change course when something is not working.
Our people know when to double down and when to pivot. Continuous improvement is not about tinkering endlessly or chasing perfection. It is about learning from what is in front of you. It is about asking, “Is this working?” and having the discipline to change direction when the answer is no. This mindset runs deep in our culture. We do not wait for a process to break or not to reach our goals, before we make a change. We build feedback into the way we work. Put another way, when we hit a wall, when we miss our targets, we do not double down on the old way—we reflect, pivot and evolve. After all, doing the same thing and hoping for a different outcome is self defeating.
"Doing Not Your Job Well"
At Chadwicks, we do not hire people to just do their jobs, instead we look for those who want a career, people whose mindset is to make the business better. The difference between “doing your job” and delivering impact is night and day. We call this “doing not your job well.” One meets expectations. The other shifts the dial. That is what Chadwicks values: “Bomb Squad” people who think ahead, who take ownership and who act like the
business depends on them—because it does. It is not about heroic gestures or staying late to prove a point. It is about noticing what others miss. Taking responsibility when it is not officially yours. Stepping in without being asked. Following up when most would move on.
In a business like ours, where trust is key and products can look the same on paper, it is our “Bomb Squad” people who make the difference. The ones who care enough to double check a clause, to find a better option, to call a client after hours—not because they have to, but because they really care. We call it the “Bomb Squad” mindset. And it is not about perfection. It is about pride. Pride in the work. Pride in the detail. Pride in being the person others can count on, especially when it is not “your job.” Talk is cheap, “Bomb Squad” people do not say “we go the extra mile”, instead we do this instinctively. This is what sets us apart. This is how we build lasting loyalty for our clients and the “Bomb Squad”.
Protecting Our Culture: Why Hiring Matters
The average financial cost of a bad hire is enormous, but that number only scratches the surface of the actual impact. A single wrong hire drains energy, undermines culture, damages client relationships and creates an environment that drives away our best people. When underperformers slip through the cracks, they do not just fail to contribute, they make life more complicated for everyone around them. High performers end up picking up the slack, burning out and wondering why the business is carrying dead weight.
The wrong hire risk extends far beyond internal dynamics. Clients may walk away after a single poor experience with an underperforming team member. Every client interaction is a moment of truth and one careless or subpar exchange can undo years of trust. And if our A players begin to feel surrounded by mediocrity, they will inevitably leave. Great people want to work with great people.
That is why talent selection at Chadwicks is not an HR function. It is a strategic priority. Everyone in the business understands why getting and retaining the right people is non negotiable. We talk openly about it. We share real examples of how high performers have transformed our business. We highlight what happens when we compromise. That is why we involve virtually our whole team in the hiring process because “Bomb Squad” people understand what it takes to succeed and what is at stake for everyone if we get it wrong.
“Bomb Squad” people protect our culture and guiding principles. They hold the line and refuse to lower the new appointment bar even when we are under pressure to fill a gap, they insist on quality—these are proper “Bomb Squad” people. They are not blockers. They are builders. They are resolute in waiting for the right person who is able to live our values, rather than settling for mediocrity.
Are You Part of the Bomb Squad?
This is the foundation of the “Bomb Squad”. It is not just about team performance metrics or quarterly goals. It’s about protecting the home of the “Bomb Squad”, for the people who believe in Chadwicks, who love what they do and who love their team.
You may read this and think: "That's exactly how I want to work."
Our door is always open to top talent, to people who bring their best, expect the best from others and make things happen without waiting for permission. If you want to be part of an amazing team that continually redefines what is possible, where your talent meets equally exceptional colleagues to create extraordinary results, the “Bomb Squad” may be for you. Read more on our Careers page.
Quality = Good To Great
The difference between good and great is not just measurable, it is felt. At Chadwicks, our commitment to quality goes beyond the ordinary or average standard, to create something extraordinary for our clients and our people alike.
The Jim Colllins concept of “Good to Great" is more than just an aspiration or a phrase we admire —it is a way of life for Chadwicks people.
We know greatness is a destination that no one will ever arrive at, it is a horizon that constantly shifts as you move toward it or framed differently - greatness is a dynamic process rather than an end state. And while this type of perfection is unattainable, we are unwavering in our commitment to chase it with everything we have.
A Daily Commitment to Improvement
We do not see quality not as a checkbox, it is a way of working, thinking and showing up. It is the belief that we need to be better. That every decision, every client interaction, every policy, is a chance to raise the bar. We are not in the business of settling. We are in the business of improving—every day, with every call, for every client.
“Good to Great” is not a slogan we borrowed. It is the lens we use to decide how we act. It keeps us honest. It demands more from us than comfort or habit, or “this is how it is done.” thinking. Instead of asking, what is required? We ask, what is possible if we try harder, think deeper and care more? Every decision we make and every interaction we have is guided by this principle. We ask ourselves daily: What would take us from “good to great” in this moment? This question is not just about outcomes, it is about mindset. It is about refusing to accept mediocrity when there is an opportunity to do something extraordinary.
The Process of Disciplined Thinking
Quality starts with how we think. We do not default to easy answers. We slow down, focus and apply disciplined thinking to every challenge. Critical thinking is the habit of asking better questions.
- First, understand the problem. Don’t jump. Don’t assume. Get the facts, dig for context and clarify what is really going on.
- Then assess the options. Not just the most obvious one, but all the viable paths, including the ones that may be uncomfortable obvious, like do not change or do anything.
- And finally, choose the best solution. Not the most popular, not the quickest, but the most effective one.
This is not a checklist or a theory. It is how we operate. Whether we are designing complex insurance cover or dealing with an unusual claim, we use structured thinking to get to the right outcome. It is how we cut through noise, avoid costly missteps and deliver quality client outcomes.
Courage and Our Promise to Clients
Greatness demands more than just skill or ambition, it requires courage, the courage to confront our own limitations, learn from failures and embrace discomfort as the price of progress. For our clients, this relentless pursuit translates into more than just exceptional service—it means trust. It means knowing that we will never stop striving to deliver not just insurance cover, but true peace of mind. Whether it is managing complex risks or providing simple solutions, our promise is clear: we will always give you our best and then try and find ways to make it better.
Quality at Chadwicks means delivering the right advice, at the right time and doing it fast, friendly and simple. These are not buzzwords. They are our quality benchmark. If it is slow, cold or complicated, it is not good enough. We measure quality by how easily clients trust us, how quickly we solve and how clearly we communicate. That does not mean we rush. It
means we cut the fluff and do the work. We sweat the small stuff because that is where excellence lives. Whether we are onboarding a client, reviewing cover or resolving a claim, we bring both urgency and care. Competence, without arrogance. Confidence, without shortcuts.
Our Unwavering Direction
We know no one will ever “arrive” at greatness. There is always another level though. That is the point. We choose the long game: the hard questions, the honest feedback, the effort it takes to evolve. We welcome the discomfort of growth, because it means we are not standing still. It is what keeps our work sharp, our clients loyal and our team proud and engaged.
This principle of “Good to Great” ties seamlessly into our other core values—Character, Boutique, People and Relationships. Together, they form our Guiding Light, shaping how we think, act and serve. We are trusted risk advisors. Business confidants. The kind of people clients turn to when bad things happen or get uncertain because they know we will show up, talk straight and stand with them, shoulder to shoulder, not just to manage and solve risk, but to move forward with purpose.
At Chadwicks, quality is not a goalpost, it is a direction. We will keep moving toward “Good To Great” with everything we have got. Not because we have to. Because we choose to. Every day. Together.
Relationships = Connecting Is Everything
Relationships are the pulse of Chadwicks and the glue that holds our personal lives
together.
At the end of it all, when titles, money and accolades fade, it is the bonds we have built that mean the most to human beings. That is why at Chadwicks, we say “Connecting Is Everything” because it is the quality of meaningful relationships and our connection with people that defines how we live, how we work and how we grow.
For us, relationships are not just about being around people, they are about being present for people. It is a commitment to showing up, really listening and giving more than we take. This approach goes beyond a single project or handshake, it is about creating long term value for everyone involved. We invest in our network before we need it, forging authentic bonds today that become the foundation for mutual success tomorrow.
Authenticity in Relationships with Others
Meaningful relationships mean we focus on depth of understanding rather than superficial transactions. That starts with proper listening, listening with caring and tuning in to the spoken words and the unspoken concerns. To truly connect, we need to speak the client’s language and that only happens when we listen with genuine care. We remain transparent even when it is uncomfortable, because trust built on honesty is the only kind that lasts. We stand by our promises, knowing that our handshake carries the weight of our word.
When we ask, “How can this strengthen our connection?” we shift from a mindset of “What can I get?” to “What can I give?” Generous engagement, sharing time, insight and support with no strings attached is what we stand for. This culture of reciprocity not only helps our clients thrive, it shapes a team where everyone supports each other’s growth, no matter the role or rank.
Genuine Trust
We are in the business of trust. And trust does not happen by accident, the foundation is effective communication and it is built conversation by conversation, through straight talk, genuine listening and fair dealing. We use strong relationships and effective conversations to solve problems, to stay connected and move forward.
Healthy relationships require effective communication, it means saying what needs to be said, listening with intent, and staying open to challenge and change. It means clarity over comfort, especially when the stakes are high. It is how we avoid confusion, cut through noise and keep our clients and each other on the same page.
Fairness without Compromise
Fairness underpins healthy relationships. No egos, no favourites, no blurred lines. Just clear expectations, honest responses and equal respect, whether we are solving a client issue or having a difficult internal conversation. We own our words and how they land. And we don’t just say the tough stuff when it is easy, we say it to grow each other, we say it especially when it is tough to say.
This is not corporate niceness, but boutique business in action. It is the discipline of communication and the courage of fairness. Together, they form the backbone of healthy relationships that last, inside and outside of Chadwicks.
These guiding principles are not confined to client meetings or boardrooms. They apply just as much to our personal relationships: how we treat our families, friends and ourselves. After all, the same qualities that enrich our careers, authenticity, generosity and a willingness to really listen, are the ones that give our personal lives meaning.
By choosing “Connecting Is Everything” as our guiding principle, we commit to building bonds that hold firm in good times and bad. We create an environment where staff, clients and insurer partners alike can feel safe to collaborate and excel together. This is what makes us who we are. It is how we inspire our people to do their best work consistently. In the grand scheme of things, true success is not measured by quarterly figures or awards, it is measured by the relationships that stand the test of time. And when we look back, we will realise that these connections, built on trust and respect, are the achievements we value the most.
The Lighthouse
Our Quality is never an accident. It is born from intention of responsive mindsets and simple insurance, served with an authentic smile. It grows through sincere effort, guided by intelligence and carried out with care and skill.
Quality is not a finish line. It is a journey. Ongoing. Evolving. Every choice we make, every habit we keep, either brings us closer to it or takes us away. We are what we do, consistently.
Quality is not a moment. It is a mindset. A way of working. A way of being. At Chadwicks, we don’t focus on success for its own sake. We focus on value, to our clients, to each other, to the work itself. Success is what follows when value leads.
The difference between ordinary and extraordinary is found in the small things, the extra call, the true caring, the quiet discipline, that no one sees but everyone feels.
If we want to lift ourselves, we begin by lifting others. When we support, teach and care we create something stronger than any individual effort.
Some things can’t be measured.
Trust. Connection. Purpose.
They live beneath the surface,
but they are what make our work meaningful.
Happiness is fleeting. Purpose is lasting. And is the key to success, and Quality is how we live it.
When we commit fully, to Quality, to each other, to Chadwicks
and when we love who we are,
and what we stand for.
We embrace “Good to Great”.
“Good to Great” isn't just a journey, It's our very own Lighthouse. This is the heart of Chadwicks, And it starts with each of us.
Inspired by Aristotle and Albert Einstein
Meet Our People
Team
Tim Chadwick
CEO
Mantana Viviers
Client Services Manager
Tayla Botha
Client Services
Matthew Clothier
Risk Advisory
Shumonay van Leeve
Claim Services
Andrea Paulse
Claim Services
Shaan Rudolf
Client Services
Anton Jordaan
Risk Advisor
Amee Beyers
Claim Services
Leadership
Tim Chadwick
CEO
Mantana Viviers
Client Services Manager
Risk Advisory
Matthew Clothier
Risk Advisor
Anton Jordaan
Risk Advisor
Client Services
Mantana Viviers
Client Services Manager
Tayla Botha
Client Services
Shaan Rudolf
Client Services
Claim Services
Shumonay van Leeve
Claims Services
Andrea Paulse
Claims Services
Amee Beyers
Claims Services
