How did you get into insurance, and what are you doing today?
My father is an agency owner, and I have other family that work in the industry. After graduating college, I worked at State Farm as a property claims adjuster for catastrophe storms. Shortly after being onboarded and trained, I was immediately sent into the field to assist policyholders that had lived through a catastrophic event.
After being on the road for three years as an adjuster, I wanted to come back home to be with family and explore other opportunities in the industry. In 2010, I started my own independent agency and later sold it to Haas and Wilkerson, where I am now focused on serving commercial lines clients. I have developed a niche in the market by serving the risk management needs of technology and wholesale distribution companies.
Today, I also serve as the chair of the Young Agent Committee for the Kansas Big “I.” When I started my agency from scratch, the IIABA was invaluable to me. The association provided multiple resources that gave me insights into market access as well as general reference documents for starting an agency. I began to engage more with agents across the country, and, in 2018, I joined the board of the Kansas Association of Insurance Agents.
How do you utilize data in your operations, and what do you see as the major tends impacting agent servicing today?
From a risk management perspective, we can compile historical data from specific clients and input that data into our technology solutions to create a strategic risk management roadmap. For example, with workers’ comp, we can calculate and forecast future experience modification rates as well as drill down on loss detail information by injury, location, department, injury type, or employee. Our insights on this data can be used by business leaders to help them develop safety training, schedule equipment maintenance, and identify other enterprise risks that can be mitigated.
Underwriting data can offer a competitive advantage for insurers and agents. However, both agents and carriers should be mindful of how the collection and presentation of data impacts the overall customer experience. Data-driven companies should focus their risk management programs on intangible assets, rather than physical. Innovative underwriting techniques (e.g., gathering data through IT scans or examining informational security governance) can provide a comprehensive picture when analyzing risk.
Agency management systems (AMS) can support agencies as they learn to leverage their internal data, but many agencies are not using the full functionality of their AMS. Some legacy providers were not built to collect, process, or accurately report on the type of service tasks agents need to gain a holistic view of their agency today. This is essential to managing an agency and gauging the overall health of any operation.
Are you investing or partnering with InsureTech startups, and what is your biggest pet peeve with technology in our industry today?
I am cautiously optimistic about many InsureTech startups. I applaud the entrepreneurs and investors who are willing to take a risk, as our industry needs innovative companies to leverage technology and solve a perceived problem or pain point. Many InsureTechs offer technology solutions that are seeking out an insurance problem. I believe that the providers who understand our business first, before trying to transform it or deliver technology, will have the greatest success. Companies focused strictly on applying technology solutions to an industry they are not yet familiar with will likely struggle because of the unique and complex industry we are in.
Ultimately, agents need access to tools that allow them to optimize their skills and time as a trusted advisor for their clients rather than trying to digitize the client relationship.
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