Yes well the broker may be using the royal "we" there (much like my doctor does when he asks me "how are we?"). The broker doesn't pay anything - the insurer does and ultimately passes it on to all its customers in higher premiums (which by the way the broker gets their share of in more commission!)
But yes humans make mistakes - sometimes stupid mistakes - and that is what insurance is there for. Unless those mistakes are also in breach of regulations and/or insurance policy exclusions/conditions in which case the insurer may not have to pay.
As Kharon says most people have NFI about insurance. Until the time comes to make a claim, they often find out that what they thought (ie: that insurance covers everything!) is not necessarily correct. Not many actually go to the trouble of reading the insurance policy in advance.
In case you haven't guessed yet - yes I work in insurance. Been in aviation insurance for over 30 years.........
TB
