Change Insurance

It all starts with understanding the expectation you set for yourself and your agency. Then it becomes a matter of accepting the fact people need you now in ways they never did before. Because sometimes it's just fine to let someone do something for themselves. Other times the only thing that matters is being able to talk to someone they trust. Mike Crowley, Vice President at Crowley Insurance, talks about the process his agency went through to readjust and meet those needs.

Most of the time there's a good reason something works. This is probably why plenty of smart people said, "if it's not broke, don't fix it." But how do you know when it's time to build or buy the next thing you hope is indestructible? It all might come down to having a little extra patience and avoiding shiny objects that float by. Angela Trimble, Owner of TrustPoint Insurance, talks about how her agency stays true to what works while keeping an eye on the future.

It all starts with understanding the full scope of exposure your clients face. Because a lot more businesses than you think could really use and need this coverage. It's not simply for big public companies and fancy high-profile board of directors. There are a lot of small and midsize businesses that find themselves in trouble from a claim they didn't expect. Eric Kaufer, Attorney at Wilson Elser, breaks down what can go wrong when management has a bad day.

If you are, it's the one place the owner(s) isn't protected from a decent amount of risk. It wouldn't seem unfair to leave that risk unprotected after they had to take a decent amount of it to get here in the first place. The solution to this problem is side a D&O coverage. It's that simple, yet it's rarely discussed as an essential piece of the insurance pie. Greg Seligman, Management Liability Underwriter, talks about all the neglect he sees and how it can become an easier conversation.

It's easy to be afraid to lose a sale if you add too much coverage. It's another thing entirely to dedicate yourself (and agency) to a standard level of coverage. The secret is there's no magical amount of experience that is required to do business this way. Instead, it's just a little extra conviction wanting to do what's best for your clients regardless of their response. Kimi Donahue, CEO of Stratton Everything Insurance, talks about how she finally got to a place in her career to do things her way.

It all starts with communication and solidly set expectations. From there it just becomes a matter of finalizing legal formalities. It might sound overly simple, but it's certainly an area plenty of agencies get wrong. The bigger question is, what should you do after the ink is dry and your first order of business is needed? That's a question Jen Curran, Owner of Johnson Stevens Curran, answers detailing her experience taking over the family business.

For so long it seems most of us ended up here by accident. What if all of a sudden people started joining the industry with more intention than ever before? Would that finally push the industry past the tipping point of being a fallback career people didn't know they wanted? It's certainly an exciting possibility to contemplate as new risk management programs start the introduction process much sooner. Megan Miller, Executive Director at the Spencer Educational Foundation, talks about all the ways those possibilities are becoming a reality and how you can get involved.

It always helps when a prospect understands the difficulty of a situation. When they are more concerned about finding solutions instead of the best price, that's usually a good sign. But before that can happen you have to do your job and make them feel comfortable enough to freely share that information. Once you break down that barrier you give yourself a much better chance for success. Jim Schubert, CEO of Southern States Insurance, talks about how they help clients share problems and find solutions.

It's always nice when you leave something better than the way you found it. That's something that could be said for a lot of your worker's compensation business that's found its way to the specialty side of insurance. The faster and easier you're able to identify where that business needs to go, the better experience your clients will have. On top of that, there's a good chance over time you'll be able to help them get back to the standard insurance market. Pat Edwards, Work Comp National Practice Leader, talks about what you can do to get them their and the conversations you should be having at renewal.

A lot of change can start simply by investing more in the people you already have. Just knowing the possibility of available opportunities can dramatically change the outlook of a career. The challenge is finding ways to make it bright enough so everyone can see them. The sooner your company culture can illuminate that path the more likely people will want to follow it. RPS Broker Kyle Pass guest hosts to talk with fellow RPS DE&I communities members Ryan Collier and Tonya Lauderdale about our journey mapping out the process.

Most processes aren't going to be as flashy as you want and involve less technology than you think. But at the end of the day, the most important thing about them is that they get done every time, all the time. Because the simplest answer can be the right one a majority of the time. The truly remarkable aspect is having your agency take the time to commit to that answer. Erik Garcia, Owner of Garcia Insurance Services, talks about what happened to his agency when they put the process above everything else.

It all starts with your ability to effectively handle redundant questions Once you've efficiently done that, you can focus on pursuing profitable business for your agency. If not, you'll end up falling short of providing a service experience those clients need and expect. There's something to be said about punching above your weight to find neglected good-sized accounts. Matt Snowden, Founder of Talanton Insurance, talks about the trials and errors he's faced to find his agency ahead of schedule looking for its next challenge.

Sometimes you already have the talent, it's just stuck in the wrong place. Other times it requires to think outside the box and to look beyond the walls of our industry. Either way, if you're dedicated to the process you'll be able to create a culture that can overcome almost anything. That allows your agency to become ingrained into your community for decades to come. Marit Peters, President and Executive Director of the Independent Insurance Agents of Texas (IIAT), talks about what the best agency do with their talent.

It's a necessary coverage that isn't as obvious as it should be. Oftentimes, it takes a contractual obligation before technology companies get serious about a policy. However, the reality is they are open to just as much risk as any other "traditional" field that regularly buys professional insurance. A lot of times there's a lack of information or unfamiliarity with claims to see real value. Manny Cho, RPS Executive VP, and Jacob Ingerslev, Head of Global Cyber Risk at The Hartford, talk about everything your clients should know to want the coverage.

It's very possible this fairly obvious notation is long overdue for a serious solution. A simple answer could be to start outsourcing more low-impact work. However, that still doesn't solve the problem of finding quality talent that understands the fragmented systems powering our industry. If only there was a magical insurance school turning out such highly polished professionals. Eli Gillespie, Owner of Gillespie Insurance Services, talks about the struggles his agency has had looking for them.

It won't happen overnight but it might be a lot easier than you think. If you take your time with the right relationships, you could find more business falling in line than you expect. That's what happens when you go after the biggest fish you can find and actually reel them in. Now you've instantly created confidence and credibility for other movers and shakers in your targeted niche. Mohamad Momin, Agency Owner of Starr Insurance, talks about how he finds his way to the top of every prospect's mountain.

If history has taught us anything, it's that big decisions are hard to make for an entire industry. That's why the great data decision will likely be made for us because technology will get there first. We won't need to agree on the best standard language for applications. In half a decade machine learning algorithms will more than likely be able to handle anything we throw at them. Ron Glozman, Founder & CEO of Chisel AI, talks about what we can do today to reinvent paperwork and what it should look like in the future.

You certainly can if your first and only priority is giving value. Of course, that value can be hard to create yourself and might require some extra help. That's when you can look to different industries that want to do business with the same ideal client. Now all of sudden you're armed with multiplied resources and your possibilities expand exponentially. Stephanie Beninati, Owner of Strategic Insurance Solutions, talks about how she spent over a decade inviting the perfect people to the party.

It's all about what you're willing to do that someone else isn't. It doesn't need to be huge, it just needs to add another piece to the puzzle and happen consistently. Because the more data you have on a risk the more likely things will go the way you and your clients want. That's how you tell a better insurance story and how you can stand out over everyone looking for a shortcut. Lisa Duncan, RPS Executive Vice President, talks about the steps she takes and the places she goes that improve those chances.

Because one of the many things this industry offers is flexibility. That freedom to choose your own adventure gets even more exciting when you find the right community to collaborate with. The acceleration of progress that you unlock could be described as breathtaking. The key to it all however comes down to your decisions making ability and your dedication to them. Rob Bowen, Founder of Patriotic Insurance, talks about a few of the decisions he's made that have brought him to this point of his journey.

There's a good chance the answer to that question will change with each generation of your agency. It's certainly a tricky balance to survive that transition and still hold onto the core values the foundation was built on. The secret is finding a way to reinforce that structure while remolding your flow of business. If you do, you'll be able to build your agency to heights you never imagined. Nancy Nicklow, President of Huff Insurance, talks about the journey they took to find a new, yet familiar personality.

There are plenty of effective tactics that go ignored because of their simplicity. You've heard them repeated over and over again, yet for some reason, seem can't bring yourself to take action. Then, magically, you find time to finally give one a try and the craziest thing happens... It actually works. How can you consistently cut through the noise and responsibly implement effective change? Christopher Cook, Agency Owner at Alliance Insurance Solutions, talks about how he started to take the easy stuff seriously and the results it's generated.

If you don't, it could be a lot harder to take it where it needs to go. Because most agencies aren't successful by accident and previous generations had a pretty good idea of what they were doing. It's important not to lose sight of that as you look to modernize and improve the day-to-day operations. The more you're able to translate and adapt that original success the more fun everyone will have along the way. Taylor Garcia, Vice President of Jackson & Jackson Insurance, talks about how he's handled the new responsibilities that have come his way.

The most important thing you can do is to give people a chance. Because old habits die hard and changing the direction of your agency doesn't happen overnight. However, there will come a time when tough decisions have to be made. The truth is, some of your longest-tenured employees might not buy into where you want to go. Bogus Handzel, Chief Operating Officer at Handzel & Associates, talks about the journey his agency has been on for this new generation of ownership.

If you think about it, there's already a ton of ways to monitor the way you drive. Most cars on the road today come standard with safety features to help prevent accidents and keep you safe behind the wheel. The challenge is figuring out a way to get those fancy tools into the big expensive trucks on the road. Because most small trucking companies are buying their rigs second hand, which is slowing down the process. Tommy Ruke, Founder of Motor Carrier Insurance Education Foundation (MCIEF), talks about the impact these changes can have on underwriting when they reach critical mass.

It's easy to get caught up with what you want to tell someone. What's more important is if it's something they want to hear. Because there's a lot to be said for making something someone else's idea. The only way to do that is to listen more than you speak. Emily Hathcoat, Vice President of Marketing, talks about why that's her greatest communication skill and how you can make it yours.

Most of us rarely plan to get into this industry, let alone stumble on a deeper mission. One thing is for sure, you'll never find it if you don't have the guts to step out on your own. Because there's only so much you can plan for and sometimes it takes a happy accident to change your agency. Then all of a sudden you could be opened up to a whole new world of insurance you didn't know existed. David Cayemitte, President of The Cayemitte Group, talks about his journey through the industry and the chance he had to find his.

You don't need to be the smoothest salesman to win the most accounts. Because sometimes it just comes down to who can solve the problem the best. That's ultimately the measurement that will go the furthest with the business you're trying to write. Closing a sale without solving the problem is a temporary solution that's just waiting to get infected. Matt Cooper, CEO of Inner-City Group and Community Insurance, talks about how his lack of sales skills improves his problem-solving ability.

The reality is, clearing the bar in its current position isn't much of a challenge. That is of course if your only comparing yourself to others in the insurance industry. The problem with that is we do not exist in a business vacuum. The standard set by other "professional" industries has made the lack of real-time communication very apparent. Billie Jo Galle, Vice President of Marketing and Business Development at TRICORE insurance, talks about how they're doing what they can to make things more automatic.

It starts with making sure you always walk in with a price. Believe it or not, it's easy to talk about why the coverage is so important. The tricky part is remembering to always give them an accurate indication of what it will cost. Based on how much you care about the policy they might think it costs a lot more than it actually does. Adam Connor, RPS Broker and cyber expert, breaks down all the secrets he knows to win more accounts.

Let's be honest, a lot has to go right to take on a trillion-dollar industry that's over a century old. Because it takes a lot to start a new insurance company and they're never born overnight. But how does anyone survive that process and what type of innovation has to happen to give it a chance? Believe it or not, there are quite a few ducks that need to be in a row before significant progress can be made. John Henry and Carey Anne Nadeau, Co-Founders of Loop Insurance, talk about the fundamental changes auto rating is primed and ready for.

Like it or not, most people don't wake up excited to talk to their insurance agent. Building your agency's awareness around that simple fact can have a dramatic impact on those interactions. When you're prepared for the worst it becomes easy to exceed expectations and deliver a positively unexpected experience. The first step is not letting your staff think everyone likes insurance more than they do. Bradley Flowers, Founder of Portal Insurance and Co-Host of the Insurance Guys Podcast, talks about how intentional his agency is approaching those conversations.

There's a lot of value in people knowing you're not perfect. Because they aren't either and it's good to have something in common. There's also a ton of value in the relationship you have with your clients. The only trick that's left is to find out how consistently authentic you can be with them? Shawn Moynihan, U.S. Head of Editorial for Insiders Engage, talks about the type of transparency he's seen go a long way.

Because most traditional insurance policies don't understand how people need to work today. The world has seen a rapid shift in those expectations over the last 12 months. Not to mention the overwhelming amount of new businesses that have started based in the home. All of that adds up to mean there's a giant opportunity for you to provide value for your clients and boost your agency. Jill Bryant, Head of Small Specialty Commercial at AXIS Capital, talks about all the questions you should be asking to capitalize on the situation.

At the very least, it will make sure every base has been covered. That one question is simply asking if your client has any home-operated businesses? Which is a question that might turn up more yes' than ever given the last 12 months we've all dealt with. The only thing that's left to do is make sure you're offering them a policy that can handle it. Brandon Goodin, RPS Broker and Underwriter talks about all the possible answers you might get.

It just takes a little success from someone looking to try something different. The truth is we're dealing with the "new normal" now and our "business as usual" is long gone. That means your agency is probably looking for new ways to permanently change the way you talk to people. One of the best and relatively easy options you might want people to get excited about is video marketing. Dshanya Reese, Marketing Manager at Watkins Insurance, talks about changing tide in her agency and what's she's doing to capitalize on it.

That starts by selling the "why" to make sure everyone knows what's important. Then you have to make sure you have the right people in place to handle your technology. If not, you end up with a lot of uncommitted and unqualified people sailing your insurance ship. Because it's not your job to always do the heavy lifting, your job is to know when to take the boat out of the water. Quincy Branch, President, and CEO of Branch Benefits Consultants talks about the digital journey his agency is almost done navigating.

Every business has a media exposure if they realize it or not. When you publish content online there's liability surrounding all the details of those media assets. That's where business owners have a great deal of responsibility securing the proper permissions for that content. This is a problem that increases every day as more and more business owners look to new digital methods of communication. Sarah Lamberg, Underwriting Manager and U.S. Media Product Lead at Beazley, talks about all the ways your client's digital communications could backfire.

At the end of the day, it all comes down to how much you know. Then it's a matter of how much you help someone else understand your knowledge. Because education is generally the most powerful tool when paired with the right amount of execution. If It's all backed up by the perfect set of supporting skills, it's almost guaranteed you'll have a gigantic advantage. Joe Brunsman, Vice President of Chesapeake Professional Liability Brokers, talks about the thousands of hours he's put in to always have an answer.

There's a delicate balance that's hard to find when you create specific insurance solutions. Sometimes you don't take it far enough and leave options on the table for your client. Other times you can go overboard with changes that just don't make sense. No matter what, if you focus on their biggest issues you'll be able to get it just right. Rep Plasencia, Area Executive Vice President at RPS, talks about all the ways you assemble a quality renewal.

At first, it might seem normal, but over time can become a maddening experience. Because it's something that's hard to come by your first few years in the industry. Especially if you came to insurance later in your career. It's possible that process is what makes the people who survive it successful. It's also possibly preventing a lot of new talent from sticking around for the long haul. Jennifer Chenault, Vice President at Lovitt & Touché, talks about her delayed experience jumping into insurance.

Your clients and employees have both been adjusting to doing business differently. Those interactions have been more unique and varied than you could have ever imagined. Because now there's little certainty around how and where they can or will take place. It's possible the limits of that flexibility will be tested in a way there's no getting out of. Jana Foster, Owner at Nevada Insurance Agency, talks about how far her agency has stretched to keep everyone involved.

If you did, it would be a good start to providing clients with a more unique buying experience. The tricky part is that you rarely get to dictate what questions need answers. But the conversation has to start somewhere and the more pressure we can apply to it, the better. Because it's going to be hard to survive in a system that values "nice to know" over customer experience. Andrew Correll, Host of the Insurance Requirements Podcast, talks about how underwriting can improve and the companies that are willing to do it.

Let's stop talking about price and start educating people about coverage. Of course, this has long been a communication hallmark of the big-box insurance companies. Because price is important, but all policies aren't created equal and there's a lot of opportunities if you "decommoditize" the products you sell. It certainly feels like a long shot to see this message carried across the industry, but today's tools and technology has never made it more possible. Bill Wilson, Founder and CEO of Insurance Commentary, talks about his passion for coverage and what it can do to help your next sales call.

The best and worst part about being an independent agent is that you think you're a policy slinging maverick. While some of that may be true, and it's hard to find a box everyone can fit in, there's still a handful of things we all need to focus on. Most of which revolve around improving the digital capabilities all-around your marketing, operations, sales and service cycle. When those things start to happen you can start to have people do more high-value people things. Matt Masiello, CEO SIAA, talks about the digital agility agencies are going to need moving forward and how to prioritize getting started.

It's always a good thing when your agency has more business than it did before. However, as good of a problem that is to have, there are definitely new things you need to handle at each level. That's where adopting a rapid change mentality can really help support the agency's added weight. Because what used to be important might not matter to as many people now. Dan Lau, Vice President of Operations at Roberts Ryan & Associates, talks about everything that you need to pay attention to when your agency starts going in different directions.

If we really do the hard work, it's going to take a generation or two before real impactful change can happen. Then it's possible the industry could look like a place where more people want to be. That means it's going to take every minute of that time to make up for the past and have meaningful conversations to get there. Because right now, despite decent progress, insurance still has a gap to fill communicating the opportunities that are available inside. Sylvia K. Alston, Managing Partner at Momentum Risk Management, talks about her experience creating her own insurance path to include more people.

Insurance rarely starts out as a career choice for most people, it's simply a job. It takes several years before it's true value and mission are revealed. However, once you're able to see it, there's a good chance you won't want to leave. If you combined that with truly unmatched earning potential, it's hard to figure out why it's a tough sell in the first place. Tony Cañas, Client Advisor at the Jacobson Group, talks about what it takes to help people come in and move up in this industry.

It's possible that's what the industry has been doing all along... Now the only thing that's left to do is sprinkle a little more technology over everything. That should help make the point of need bigger and brighter to find the best policy at the best time. It might even be possible to adjust the words that describe the coverage to operate in a more dynamic and real-time way. Byran Falchuk, Founder and Managing Partner at Insurance Evolution Partners, talks about all the possibilities you should prepare for.

Sometimes it's risky to go all-in on one industry you want to do business with. However, that commitment has the potential to provide greater stability and success if you stick with it. Because going beyond being an expert means you ingrain yourself into the fabric of that special industry. If you've been there long enough, it'll be there for whatever the market throws at you. David DeLorenzo, CEO of The Ambassador Group, talks about the hospitality, hospitality insurance has provided his agency over the years.