In this episode, host Lindsay Dyer is joined by Alejandro Galioto and Caroline Novak, two customer service pros from the aviation insurance world, to explore what it really takes to protect high-value aircraft — and serve the high-stakes clients who fly them.

Whether you manage a 135 charter operation or run a Part 91 flight department, you’ll walk away with real strategies for:

💡 What You’ll Learn: The #1 mistake jet owners make when buying insurance, why "Trust through transparency" is the new rule of customer service, what it’s like saying “No” to billionaires — and earning their respect, how underwriters decide whether YOU are a risk, how brokers really advocate on your behalf, the rise of AI and why it won’t replace good humans (yet), soft market vs hard market: Why 2024 rates are dropping, tips for managing last-minute renewals like a pro!

🛩️ This episode is all about relationships, strategy, and flying smarter — with the insurance pros who’ve seen it all.

💬 Got questions? Contact LD Aviation at:

🎙️ Subscribe for weekly insights from aviation leaders who keep your jets moving.

⏱️ Chapters Timestamps

00:00 – Intro: Welcome to LD Aviation

01:12 – Meet Alejandro & Caroline

03:30 – From Law to Aviation: Caroline’s Story

06:15 – Alejandro’s Wild Journey: Flight Instructor to Broker

09:00 – First Client Experiences That Changed Everything

12:30 – Saying “No” to Billionaires (and Earning Their Respect)

16:00 – What World-Class Customer Service Actually Looks Like

19:45 – Behind-the-Scenes of Insurance Decision-Making

23:30 – Why Good Notes & Empathy Matter More Than Tech

26:00 – How Brokers Really Advocate to Underwriters

30:00 – Risk Management Tips That Save Clients Millions

33:00 – Aviation’s “Soft Market” — and Why It Won’t Last

36:30 – The Real Role of a Broker vs Direct Insurance

40:00 – What Tools Actually Help (Spoiler: It’s People over Apps)

44:00 – Remote Work, East-West Coverage & Client Trust

47:00 – Hiring for Attitude Over Experience

50:30 – Leveling Up as a Boutique Firm in a Big Industry

53:00 – Mental Reset: How to Handle 24-7 Client Pressure

56:00 – Can AI Replace Insurance Brokers? Not Yet.

58:00 – Aviation’s Future: VTOLs, Modernized TSA & More

01:01:00 – Final Reflections: Long-Term Relationships Win

📜 Copyright Disclaimer

Copyright Disclaimer under Section 107 of the Copyright Act 1976:

This episode contains content used under fair use for educational, commentary, and informational purposes only.