"My auntie Marge is such a hypochondriac we changed her name to 'I can't believe she's not better'.
"At the moment, many (insurers) are seen as being unfair and, to coin a new insurance expression, just downright 'broker phobic'."
"I am surprised that you cannot believe the strength of feeling demonstrated by the debate this morning - it is a serious problem."
"I want to assure you that you are not in for muscular regulation."
"What we cannot do is the regulation of those setting up on a beach in the Cayman Islands broking a product into the UK."
"The Lloyd's market as a whole has offered lousy service and that is something that comes through from all the research we have conducted on 'why brokers don't do more business at Lloyd's."
"There is nothing that causes me a greater amount of despair and that is 'who owns the client?' It's a sterile and silly debate."
"Is there a hidden agenda behind all that we are being told [by insurers]. Are the shakers and stirrers of the industry really committed to us or are they playing games with us?"
"Is there a hidden agenda in the minds of insurers to put us out of business? When we talk to senior insurance executives we receive tremendously powerful assurances that this is not on their agenda. It's obvious we remain unconvinced."
"We paid £30,000 to management consultants to find out that delays give rise to most dissatisfaction (nearly 70%)."
"I believe that if you want to build a new profession that is held in high regard then the industry must change."
"Very few insurers have the facility to deal with brokers on an internet basis. In many ways we are ahead of our insurer partners."
"Who the hell are you and what are you doing in my room?"