It would have been easy for the new top dog at Aon to rule his vast brokerage empire from an ivory tower in Chicago, issuing platitudes about how much regaining the trust of clients meant to him following probes into alleged contingency fee abuse and bid-rigging.

Instead, Gregory Case, president and chief executive officer of the Chicago-based firm, spent his first year in office talking with an average of 100 clients a month. With the integrity of the industry called into serious question, Mr. Case said he felt personally responsible to walk buyers through Aon's new standard operating procedures, especially with risk managers on the hot seat along with their brokers.

"The CFO, CEO and board of directors are all knocking on the risk manager's door," Mr. Case said during a press briefing in Honolulu at the Risk and Insurance Management Society's annual conference. "After all that transpired, and after all the negative publicity, I felt I owed it to our customers to help them explain to their superiors exactly what's going on and what we're doing about it."

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