How did you get into insurance?
I never expected that I would end up in insurance—let alone, own an agency. My family is rooted in the construction industry. During high school, I got my start working construction, and after I graduated, I became a full-time employee. My plan was to work hard and climb the ladder. If everything went well, I could own my own construction firm like some of my family members.
One job I worked on was for a man who owned an insurance agency. I was managing the worksite, and we had the opportunity to get to know each other quite well. I was having second thoughts about spending my career in the construction industry because I could see the toll the work would take on my body.
One day, I said I was interested in becoming an agent. This is the man who gave me my start, allowing me to go into the office in the evening and learn about the business. I then started as an agent and worked toward my licenses.
The first year was tough, but every year I grew in momentum, and I ended up purchasing my own agency in 2017. We generally lean toward personal lines and have strong books in small trade and farm.
How are you using technology to support your agency?
I use a popular, commercially available agency management system (AMS). This AMS can integrate with a variety of tools that can make life easier. One of the tools I use is Formstack Sign (formerly InsureSign) that allows secure signatures with our clients via text messages.
Recently, I wrote an auto, homeowners, personal umbrella, small tradesman, and bakery application all on text message. This technology is helping me meet evolving customer expectations, and it simplifies the sales process for everyone involved, especially during this time of social distancing.
Most people want to move faster and we, as agents, need to accommodate this preference. That being said, some customers still rely on paper, so keeping our operations flexible is critical.
Text is a great channel now to meet your customers, yet I have some concerns that text will end up being like email, where we are overloaded with marketing campaigns. In turn, as an agency, we will have to examine emerging channels like voice (e.g., Alexa) to make sure that we can meet customer expectations in three, five, or seven years.
You advise several farm owners; how receptive are they to these digital experiences?
The next generation of farmers are using more technology than anyone. Precision agricultural farming is showing its worth, and the older generation is accepting it.
Writing farm business is still a relationship business, and it requires you to build trust with each client and community. As an agent, you need to go visit their operations. I often find myself sitting in a tractor or a dusty chair to explain coverage to my client. It is one of my favorite businesses to write, and the people are great.
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