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Chairman of the Board - Allyson Padilla allyson@blanksinsurance.com
President - Patrick Taphorn, CIC, CSRM ptaphorn@unland.com
President-Elect - Thomas Evans, Jr. tom.evans@assuredpartners.com
Vice President - Chris Leming cleming@troxellins.com
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IIABA National Director - George Daly george.daly@thehortongroup.com
Mohammed Ali - mali@aliminsurance.com
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Rebecca Kohn - rkohn@worthyinsurance.com
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To get it out of the way, please leave Big I Illinois a five-star Google review after reading this article. That being said, nowadays, I think we focus on getting those stellar online reviews and may lose sight of what tangible customer service looks like. Don’t get me wrong, those reviews are somewhat critical to your agency’s success. The first thing my wife asks me when we are making a large purchase is: “Have you checked their online reviews?” First, I check the seller (the agent, car dealer, store), and then, I check the product (insurer, car manufacturer, product). Which is probably backwards but it is how I have done it until now. I just thought this through, and I probably should make sure I am okay with the product before looking at the seller. By that logic, you should represent the best possible companies that you can so that the consumer makes it to the second step of checking your reviews. So, let’s discuss the reviews and their importance.
“The Review” Why do we need to ask for soooooo many? Unhappy people are always willing to share their experiences, while happy people just see you as meeting their expectations. I tell people it is kind of like leaving a tip for the wait staff at a restaurant. Reviews are how you let people know your agent is doing a job. One problem with reviews is that a competitor may employ technology to inundate your site with not-so-flattering reviews. Another reason is that the marketing firms of your competitors may employ some negative review tactics as well, so these are the reasons you must get as many positive reviews as possible. Savvy consumers know this goes on, so they dive a little deeper into the reviews to ensure authenticity. On the other side of the coin, some sellers will employ the previous two methods to populate their website with positive reviews to draw the consumer into their place of business. So, what can you do?
Ask for reviews from your customers and give them reasons to give you a great review, as those that dive a little deeper will appreciate detailed reviews. If you identify an authentic negative review, respond to it in a professional manner and learn from it as to what you can do better. Lastly, understand that a negative review may not be so much against you but could be against the insurer. Pay attention to those and work with your insurer partner to improve the insurers’ perception amongst your consumers. Respond to the negative review to indicate that you will work with the insurer to rectify the situation. At the end of the day, not everyone is going to like you. Those who just look at your star rating and do not dive into the reviews may not be the clients you want. Unfortunately, the reviews are important as you are not constrained geographically anymore due to the internet.
Still, the overwhelming majority of your reputation is word of mouth. Reviews are just electronic word of mouth but could be from someone who has never physically dealt with you or your agency. The true word of mouth reputation is easy to manage if you follow these simple rules.
• Rule number 1 – Do what you say you are going to do.
• Rule number 2 – Communicate coverages thoroughly.
• Rule number 3 – Communicate the claims process clearly.
• Rule number 4 – Communicate clearly the reasons for increases as well as options to lower premiums clearly.
• Rule number 5 – Listen (most underrated).
• Rule number 6 – Timely follow-up and yearly check-ins.
Rule number 1 is self-explanatory, do what you say you are going to do.
Rules 2-4 are huge as it matters not only what you communicate but how you communicate. You have to be thorough, concise, and in a manner that they can easily understand. Every consumer has different expectations in this process; some will need their hand held, and others just want the 30,000-foot overview. When it comes to claims, if you have not clearly communicated coverages, they will expect that every claim is covered. I would guess that many negative reviews are generated due to uncovered claims that are often out of your control unless it is an E&O situation. Managing consumers’ expectations via your communication is a huge and integral part of forming your reputation (positive or negative).
Rule number 5 is the most underrated, as sometimes the consumer just needs a sounding board to vent. When talking to others, most people do not truly listen as they are formulating their response to the other person’s first few sentences, and they completely miss the point of what they are trying to convey. Listening is an art form, and most people do not truly listen. Listening or not listening will go a long way in forming your reputation. continued...
Rule number 6 is the easy one. It just requires effort. Each consumer will have a different definition of timely so you will need to pay attention and make sure that you are meeting the consumer’s expectations. My definition of timely would be 48 hours, and my wife’s definition would be yesterday. Meeting expectations for all of these rules just shows that you care, and at the end of the day, that is what matters.
Reputation is not merely what people write down but includes what they think. If you follow the rules (care) and keep your community and agency at the forefront of everything, an appropriate reputation will follow. No one will be able to please everyone that they come in contact with no matter how much we want to please people. My grandfather used to say, “Words are empty, actions are telling, and reputations are earned.” Reputations can take years to build and minutes to tear down. As a society, we often build up people to tear them down later. Be intentional in your actions and care about your community and your clients and a solid reputation will
follow. With everything I espouse through this forum, you will get out what you put in and you will obtain the reputation that you deserve. Don’t forget the Big I Illinois 5-star Google review. The one thing in politics that I have learned is that you have to ask the constituents for their vote. I paid attention to our school board vote this year and the eight candidates. At the pre-election forum, three of the eight asked for my vote in their closing comments, and all three of them were elected.
As always, this is just Brett’s 3 Sense (it dropped to 3 as eggs are down 60% but not all the way to 2 yet due to the tariff uncertainty) and I hope it was helpful. You can contact me through my CONNECT and if it is urgent, do not hesitate to reach me through CONNECT. I may be pushing you to CONNECT. If you need any clarification or have any suggestions for future articles please email me at bgerger@ilbigi.org.
To
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Led by a steadfast infusion in technology, data, and analytics, service is critical to our value proposition. As a result, our commitment to delighting our customers at every touch point remains both substantial and company-wide.
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If you haven’t already, create your Google business listing at google.com/business – it’s quick and easy!
Visit whitespark.ca/google-review-link-generator to get a shortened URL that links directly to your Google reviews page.
Ask, Ask, Ask! Use your Google review link to make it quick and easy any time you ask for a review.
Ask after a phone call or in person meeting.
Add the link to the back of your business cards or to your email signature and point customers to it.
Send a personalized follow up e-mail to anyone you’ve recently done business with.
Incentivize your sales team to ask for reviews.
Use in store signage or placards to encourage reviews.
Ask for reviews on your website or on your social media channels.
Reply to as many reviews as you can – not just the positive ones. Reviews are a two-way street and replying is a great way to continue the conversation with your customers.
Make it as easy as possible for your customers to leave a review and always remember to give 5 star service to get 5 star ratings!
We’ve been Doing the Right Thing since 1964. We are a third-generation, family-owned, independent managing general agency and wholesale insurance broker with a history of valuing and trusting business relationships. Our underwriters and brokers coordinate among specialty teams to meet the needs of multi-faceted risk opportunities, piecing each risk puzzle together for our producers.
We strive to be a premier resource through our core pillars of honesty, integrity, respect and trust.
By We Build Staxx
For insurance agencies, managing leads efficiently is one of the biggest hurdles to growth. Many agencies still rely on manual processes to track, follow up, and convert leads, resulting in missed opportunities, slow response times, and lost revenue. Implementing an automated lead management system can dramatically change this landscape, increasing efficiency and boosting conversion rates.
Studies show that responding to a lead within the first five minutes increases the likelihood of conversion by over 400%. AI-powered automation tools ensure that potential clients receive immediate engagement, whether via email, SMS, or chatbot.
Automation tools like HubSpot, Salesforce, and AgencyZoom use AI to analyze and score leads, allowing agencies to prioritize the highest-value prospects instead of wasting time on unqualified leads.
Platforms such as NowCerts and Applied Epic integrate automation with agency management systems (AMS), ensuring that every lead’s journey is tracked, from the first interaction to policy renewal.
Automated workflows ensure no lead slips through the cracks by scheduling follow-ups, sending reminders, and even personalizing outreach based on user behavior.
By eliminating manual lead tracking and follow-up tasks, automation frees up agents to focus on higher-value activities like personalized consultations and policy structuring.
Find out more about We Build Staxx at webuildstaxx.com.
This article was published by Catalyit here: https://catalyit. com/techtips/how-automated-lead-management-transformsinsurance-agencies
By Podium
As more and more customers rely on online reviews, social media recommendations, and personalized ads, it’s increasingly important to manage your online presence and reputation. Your efforts will determine much of the success and growth of your insurance agency now and in the future.
See what steps you can take right now to manage your online reputation and improve interactions with your customers.
Google creates business listings based on publicly available information. You may already be listed as an insurance agent on Google Business Profile and Google Maps. This helps customers find you online, read and write reviews, and view information about your agency.
If you haven’t already, claim or create your business listing and update critical information—services, business hours, phone number, website, address—and add high-resolution photos of your location.
Remember that you’re not trying to appeal to every consumer on the internet—just the ones who are likely to convert. Providing up-to-date information on your Google Business Profile listing drives qualified leads your way by matching your business with relevant queries.
An additional step that will help customers convert from your Google Business Profiles is enabling click-to-text features through Apple Business Chat or Google Messages. In the moment of interest, a customer can text your landline to request a quote, schedule a consultation, get answers to FAQs, and more. You can automate replies for around-theclock service or connect the customer with an agent via text or phone call at a later time.
Optimizing your Google Business Profile can be the first step to improving your reputation from the minute you’re discovered online.
In addition to Google reviews, you need to monitor sites like Yelp, Facebook, and Insure for ratings. Review sites are additional platforms to connect with your customers, collect feedback, and boost your online reputation.
Some review sites enable customers to request quotes or send messages to your insurance agency, which is another reason it’s important to claim and update your listings on various platforms. After you claim and update your listings on review sites, you can respond to customers, embed your best reviews on social media or your website, and inform customers of the review sites you’re on (think window stickers, review requests, etc).
Each step you take towards improving your online reputation is a step to gaining and retaining more satisfied customers.
Did you know that 9 out of 10 customers prefer to interact with businesses via text? This is one scenario where you won’t have to wait around to see the results of your efforts. Far more effective and convenient than asking for reviews with snail mail or emails, texting has nearly a 100% open and response rate.
Most likely, you have plenty of happy customers who would write positive reviews if you asked, or asked through their preferred channel. You can even automate the request to be sent when a customer converts or renews their insurance policy. Within a surprisingly short time frame, you can significantly boost your reputation and ranking by asking for reviews via text. It’s speedy, convenient, and personalhallmark traits of a modern customer experience.
Customers take into account not just reviews alone, but your responses (or lack thereof) to reviews. Responding to reviews (both positive and negative) sends the message that you care about your insurance customers and the experiences you provide. According to BrightLocal, 97% of customers who read reviews also read your responses.
In every way, you want to demonstrate that you go the extra mile for your customers. This includes acknowledging and valuing their feedback. A small portion of time dedicated to this communication channel can pay off now and in the long run, helping you retain and acquire customers.
According to Agent for the Future research, more than 70% of independent insurance agents report using social media in their marketing efforts. But not all social media use is of equal value. Consider the social media platforms your target audience is the most likely to use, and focus your efforts on connecting with customers there.
Whether your business page is on Twitter, Instagram, Facebook, YouTube, or any other social platform, some best practices for managing your social media presence include the following:
• Provide value in every post and interaction
• Be clear about your services and offerings
• Engage with local communities and brands for awareness
Through the content you share (relevant articles, blog posts, reviews, etc.) and the interactions you have with customers (DMs, mentions, comments, etc.) social media can be a valuable channel to connect with insurance customers and demonstrate the quality of your customer service.
Nearly all leads are online now, which makes a well-designed, user-friendly website crucial to upholding a positive reputation. Ads, your Google Business Profile, and other lead sources generally direct customers to your website. However, while many insurance shoppers start their research online, and most are open to purchasing insurance online, not all of them convert.
Think through the barriers that might prevent customers from converting and consider how a thoughtfully designed website can resolve many of these points of friction. For instance, nearly two thirds of consumers prefer watching short videos to learn about new products and services. Adding video content to explain insurance policies and processes could be one way to help customers get the information they need before converting.
In addition to helping customers move through the conversion funnel, an intuitive website design (with helpful information, contact forms, quote requests, and clear calls to action) will help you stand out as a reputable and professional service. Even if visitors on your website don’t yet convert, they’ll come away with a positive impression.
The more complex an insurance policy is, the more likely a customer will want to speak with a live agent. 62% of insurance buyers say speaking with an agent is the most influential factor in their purchasing decision. Yet, phone calls are the most frustrating customer service channel. Web chat can bridge the gap from online research to speaking with an insurance agent and provide a seamless customer experience.
No one enjoys waiting on hold or waiting to hear back from contact forms. With web chat, you can provide instant answers and set up a direct connection to speak with an agent via text or phone call. From the moment a customer visits your website, they see that you’re available to provide the personalized help they need.
This article originally appeared on the Podium website at https://www.podium.com/article/7-ways-insurance-companiescan-improve-their-online-reputation/.
By Daniel Smith
There are around 40,000 independent insurance agencies in the U.S. There are another 40,000+ direct writing agencies in the country. There are carriers writing direct “without” agents, and there is talk all the time about AI and other methods “replacing” agents.
But the sky is not falling. Independent insurance agents aren’t going anywhere anytime soon.
However, the market is different now. We’ve seen some signs of softening and barring a bad hurricane season and/or other major Cat losses, we may see more improvement in 2026. Buyers are restless though; they’ve been told that premium increases are everywhere and they’ve had to be patient. That may change rapidly in a softer market, and you need to be ready.
With that in mind, how are you positioning and presenting your agency in the market?
Does your agency have expertise in a specialty or niche? Or several? How are you letting clients and prospects know that? Some great ways to position your agency as a specialist include:
• Blogs addressing specific risk or coverage issues in the space
• Connecting and engaging with leaders in the space on LinkedIn
• Participating in trade shows, speaking on panels, or hosting webinars targeted for the space
• Building a content and SEO strategy that targets the space (e.g., videos, podcasts, etc.)
Service isn’t necessarily a differentiator, unless you’re truly doing things differently. Is the client experience with your agency truly different than with other agencies? If so, then lean into that for your approach:
• Cultivate Google Reviews by asking clients at the right time and making it easy
• Share case studies, testimonials, and other client experiences
• Build and market a referral program
• Describe how your process is different – and better for the client – in your content
We’re in a relationship business, so are you translating that to your marketing efforts? If you have a great agency culture, how are you sharing that with others? Consider approaches like:
• Highlighting clients and their impact in the community
• Spotlight your team members with personal “thank yous” for all they do
• Showcase community partners in a way that recognizes their impact and importance
• Share the values of your agency in a meaningful way like having your team provide quotes or videos discussing them
Feel like things are going well the way they are? Great, but will that continue? Consider the trajectory of your book of business. Is your policy count increasing, or just your premium and revenue? Is your new business trending up? If you lost 2-3 large accounts, where would you be? If you don’t like the answer to these questions, consider some new approaches:
• Improve your digital presence
o Start by making sure people can find you, and if they’re seeing the current and correct information when they do
• Consider digital marketing approaches like social media and digital advertising with a new strategy
o Keep in mind – people may not be buying online – but they are absolutely making decisions by researching what they see about your agency online
• Assess what is and isn’t working
o Audit your website and any current marketing – is it still getting you the results you want
If none of the approaches above fit your agency, then what does? If your answer is, we’ve never had to do that before – are you sure you don’t have to do it now? No one will deny the current pace of change in this industry, but are you keeping up?
If not, I may modify my statement from the beginning of this article: “MOST independent insurance agents aren’t going anywhere anytime soon.”
Daniel Smith is the Chief Marketing Officer and a co-founder of Market Retrievers, a digital marketing agency that specializes in assisting clients in the insurance industry. He is also a licensed P&C agent. For more information, go to marketretrievers.com. No
Back in 2009, while we were still in the throes of a difficult recession, and in 2020 during the pandemic, I wrote similar articles to the one below. That said, while these tips are critical during difficult times such as something in the economy, your market, or any other disruption, this article will help you sell more anytime, good or bad.
Tip #1. Don't let anything outside of you be your excuse.
After a tough day or some difficult sales calls, it’s easy to blame a host of things other than yourself. If you do, as most of communication is non-verbal, people will see and hear your doubt and you’ll sell less. This attitude will also demotivate you which will lead to working less. When salespeople struggle or have doubt, the vast majority cut calls and activity significantly. The answer? Use difficult times and perceived challenges as a warning and motivation to work harder and smarter, not as an excuse to back off. Have a plan in place, know what you have to do every day, and make sure you do it. If you back off, business will go down, if you work harder and smarter, business will improve. As I’ve said before, “In tough times, be it personal or professional, don’t give up, double up.”
This is related to the last two sentences above but broken out for emphasis. In war, retreating, or sitting and waiting, are sometimes viable options, they aren’t when it comes to business. In business it leads to stagnation and paralysis. At that point, your first indication that things are back to normal will be your competition whizzing past you while you sit still. Let me say that again because it’s that important: Always be on offense.
When there are fewer sales opportunities and prospects, you must do better with the ones you have. The way to do this is to get better at selling. Become a student. Read books, listen to audios, watch videos, become a sponge and absorb everything you can get your hands on. Using this strategy has helped many salespeople improve to the point where they actually sold more in a so-called tough market than they sold when times were good. Now is the time to improve your skills; constantly and consistently getting better at selling is the best way to grow your sales.
Your attitude is your most important sales tool in your arsenal. It’s almost impossible to watch the evening news and be positive. Our brains are like computers “Garbage in, garbage out.” Put as many good ideas as possible into your brain. Pick up anything inspirational, motivational, positive, and upbeat and use it to keep a good attitude and stay focused. Be positive and persistent. In addition to putting good ideas into your brain, eat good foods, get plenty of rest, exercise, and surround yourself with positive people. Stay away from negatives and negative people.
Tip #4. Prepare for the price objection and build value.
This tip is ALWAYS a good idea. Price will usually be a factor in some way, shape, or form. Many prospects do everything they can to commoditize vendors and simply go with the lowest price. Thus, it is very important that you build value. What are your primary benefits? How are you, your company, and your product better than the competition? Are you local; is your long-term cost less, can you respond to service calls faster? You need to accentuate your primary benefits, make them as powerful as possible, and provide proof in ROI Models, testimonials, and the like. Finally, come up with some solid responses to the price objection.
Tip #5. Focus on relationships.
The relationship with the salesperson is the number one reason people give for doing business with a particular company. We’ve all seen it happen, you make an overwhelming case for your product versus the competition and yet, the prospect still buys from your competitor because they’re golf buddies. Relationships are extremely important, in most cases more than anything else, so you need to focus on not only staying in touch with and keeping your name in front of customers and prospects, and delivering value each time, but also on taking that next step and building solid, long-term relationships. Send handwritten thank-you notes, anniversary cards, birthday cards, and holiday cards. Follow my 28 Items to increase your personal connection. E-mail me if you need this. Your objective is to touch the customer more often on a more personal level at a time when your competitors are calling less and being less personal.
Tip #6. You are completely responsible for your success.
Five years from now you and your career will arrive somewhere, the question is: where? If you decide that something outside of you, such as the economy, tariffs, the market, inflation, or another factor is responsible for your success or failure, you give away power and control of your destiny and your ultimate success. The way to change that is to remember that your success is up to you, you own it, and you control it. Provided you have solid goals and strong enough reasons why you need to get there, you will arrive where you decide to arrive, regardless of any outside factors. Reminding yourself that you are 100% responsible for your success keeps your success under your control and within reach.
By John Chapin
Bonus Tip: Here are some other quick ideas on sales success:
• The #1 reason salespeople fail is that they don’t talk to enough prospects to make enough sales.
• In selling, most attempts fail. Failure is the path to success.
• You have unlimited opportunities for success. What’s required is that you keep stepping up to the plate and swinging the bat.
• Stop looking for the easy way or short cuts which will never get you to where you want to go; it only leads to frustration and continued mediocrity at best. Success requires hard work on the key sales activities: prospecting, presenting, and closing. Follow the tried-and-true path that’s stood the test of time and been shown to lead to guaranteed success providing you continue on the course and don’t give up.
• Resolve to do what is required for success, ethically of course. Success at the highest levels requires hard work, dedication, and facing fear and uncertainty and stepping out of your comfort zone.
John Chapin is a motivational sales speaker, coach, and trainer. He can be reached at johnchapin@completeselling.com.
Your attitude is your most important sales tool in your arsenal.
By Craig Niess
In insurance industry circles, there is a certain industry parlance tied to what independent agencies are worth. Agency owners have historically thrown out numbers like “I am worth “X“ times revenue.” Many buy-sell agreements will incorporate language that stipulates that the value of the agency will be determined in such a manner at the time of a sale, or when settling an estate. Historically, the benchmark that was bantered about was 1.5 times revenue, but over time, the discussions evolved to where 2 times revenue became the standard multiple.
This evolution was mainly due to the feeding frenzy in the merger & acquisition space over the past ten years. A large influx of private equity money flooded the space and worked to drive up agency values. A large influx of cash, coupled with a stagnant independent agency plant, put the law of supply and demand into action. High demand plus low supply has led to all-time high pricing.
By using industry lore to establish the value of your agency, IA Valuations believes that you may either be inflating the value of your agency, or worse, shortchanging yourself with what is likely your greatest financial asset. An independent agency valuation is the key to determining your agency value, and can also help you understand what levers you can pull to increase value over time.
Consider the following example of two agencies that seem similar, but upon closer examination, turn out to be wildly different.
To illustrate our core belief that an agency’s value is more complex than just an “X times revenue” calculation, consider the following two agencies – Smith Insurance and Jones Insurance. Each agency earns $1.5 million in revenue and each agency believes that they are worth three million dollars (“two times revenue”). But, as we examine each agency more closely, we will see that there is much more than meets the eye. The agencies are vastly different in the way they manage their operations, how they compensate their employees, and how they drive growth and efficiencies. These differences will create a wide disparity in value.
By examining the salient components of agency operations, it is evident that these agencies are vastly different and would command very different pricing if they went out to market. By using the “two times revenue” value, Smith Insurance would be greatly undervalued, while Jones Insurance would be greatly overvalued.
Smith Insurance is running its agency like a business. An EBITDA (Earnings before interest, taxes, depreciation, and amortization) margin of 25% suggests that they are exercising expense controls. The 12% margin for Jones Insurance suggests that their expense loads are out of control, or perhaps that they are running the agency as a lifestyle. While there is nothing inherently wrong with a lifestyle business, these low margins will give some buyers pause.
Furthermore, Smith Insurance is outperforming Jones Insurance in a number of key metrics: organic growth, key accounts, perpetuation planning, and investment in nextgeneration talent. Any buyer comparing these two agencies would value Smith Insurance more highly than Jones Insurance. The growth, a perpetuation plan that is in motion, young owners, and state-of-the-art technology will ensure that Smith Insurance commands premium pricing in the market.
So, we have established why the one-size-fits-all technique for valuing agencies is highly inaccurate. We like to say that the multiple of revenue technique is an expression of value, while an agency valuation is a calculation of value. When you are ready to realize the value of your agency and your life’s work, do you want to value it on the back of a napkin, or take a deeper dive with a proper agency valuation?
An agency valuation will work to determine your value. This value will form a good baseline for you to consider as you move forward. However, it’s important to keep in mind that value is different than pricing. Given the current merger & acquisition climate, an agency could sell externally at a price much higher than the valuation, and this can be influenced by a buyer's appetite for a certain geography, niche, or access to certain carriers. Additionally, an agency owner might sell at a discounted price to family or key employees to help facilitate the deal.
As part of our process, IA Valuations examines the agency financials to discover things such as growth rates, nonrecurring revenues or expenses, and any expenses that are not essential to running the day-to-day operation (Spouse's car, family cellphones, country club memberships, etc.).
After examining these financials and making adjustments, we arrive at a pro forma EBITDA number. This number is indicative of the profit a third-party buyer could expect to pull out of the agency after adjusting and right-sizing expense loads. Then, we do a risk assessment of the agency, and this informs the valuation multiple. By examining the risk of the agency, we get a true picture of the risk of the agency. We consider many items, including:
- Owner age + perpetuation plan
- Growth
- Payroll and staffing
- Carrier mix
- Key accounts
- Producer & employee contracts
The valuation multiple is ratcheted up or down based on the strengths and weaknesses of each of the risk factors. As you can see below, this will have a large impact on the value of an agency.
The calculation of the value of each of these agencies shows the wide discrepancy between agencies that are the same size but have vastly different characteristics. Smith Insurance performs at a high level and has much lower risk than Jones Insurance. By doing many things right, and operating as a business versus a lifestyle, they are positioned to maximize their agency value.
Timing is key. We encourage agencies to not only get a valuation, but we encourage them to do it sooner rather than later. An agency owner who has one foot out the door and then decides to get a valuation will not be in a position to maximize their value. An owner that gets a valuation well before exiting the business will not only understand their value, but they will have enough runway to institute changes to increase the value prior to their exit.
Craig Niess is Director of Business Planning & Valuations at IA Valuations. Find out more at IAValuations.com.
Thank you to everyone who joined us in East Peoria for the 2025 Sales & Leadership Conference! This year’s event united independent agents, company partners, and industry leaders for two days of powerful learning, networking, and professional growth all centered around our Be the Hero theme. From mastering new sales strategies to embracing cutting-edge technologies, attendees explored how to lead with purpose and impact in today’s insurance industry.
Gregg Summers presented "Heroic Insurance Sales: Becoming the Ultimate Guide for Your Clients" to open the event. Attendees practiced practical strategies to generate more opportunities, built compelling brand messages, strengthened prospecting methods, learned to overcome common objections with confidence, and developed personal action plans for growth.
The afternoon session featured Jenette Jurczyk with "Unleashing Your Inner Hero" where through a high-energy, interactive session she blended improv and sales techniques to empower participants to respond faster, connect more authentically, and adapt in any client interaction - no script required.
CJ Hutsenpiller closed the event with "AI & Insurance Sales: Unleashing Your Superpowers with Artificial Intelligence" CJ showed how AI can serve as the ultimate sidekick, helping agents predict client needs, automate processes, and personalize marketing to enhance relationships and maximize sales results.
Patrick McBride and Luke Hoerr joined CJ for a panel discussion where attendees engaged with panelists through a live Q&A session covering insurance sales, marketing, technology, and leadership.
Special thanks to our sponsors:
Arlington/Roe
Auto-Owners Insurance
Donald Gaddis Co., Inc.
IMT Insurance
Madison Mutual Insurance Company
West Bend Insurance Company
Thanks to the following companies for exhibiting:
Applied Underwriters
BriteCo
Convelo Insurance Group, LLC
CRDN of Chicago
Enterprise
Equipment Insurance International
Mercury Insurance
SERVPRO of Peoria, North Central Tazewell County, Galesburg & Macomb
Here's what a few attendees had to say:
" I found the Thursday morning speaker, CJ, to be an eye opener. It’s helpful to see how other agents and agencies around the country are integrating technology into their everyday workflows. CJ gave me a couple of great ideas that I could take back and implement in our agency.
- Josh Green
"It’s always good to hear how the industry is evolving and how to stay on the cutting edge. AI seems to be one of the things that is changing the industry and possibly a disrupter for agencies specifically. It was good to hear CJ speak about the difference ways he uses AI in his agency as well as the different products he uses as well.
- Luke Hoerr
"One of the things that really stood out to me was CJ Hutsenpiller’s talk on AI, especially when he said, “If your agency is not starting to utilize AI in some way now, you are already behind.” While our agency has been exploring ways to implement AI, CJ’s insights into specific companies that specialize in streamlining agency operations were incredibly helpful. I was able to bring those suggestions back to our team and use them to help make the case - especially to some of our more senior staff - that AI isn’t something to fear. There's still a human element needed to make it work well for each agency’s unique needs. I’m happy to report that everyone in our office is now becoming more familiar with AI, and we’re getting closer to taking real steps toward integrating it into our day-to-day operations.
The conference overall was just awesome. Each speaker brought something unique to the table, and it was also a fantastic opportunity to connect with other agents and build some great friendships.
- Blake Knox
"The conference was very beneficial! The speakers talking about AI and the technology that is needed now in today's insurance world were so fascinating to hear. It really made me think about the time I'm spending that could be helped with some sort of technology to maybe help my everyday work life.
- Cody Imming
Clients who have multiple policies with your agency are less likely to move their business elsewhere. Offering every client a personal umbrella is an easy way to protect your agency’s book of business, boost sales, and protect the clients who trust you.
The RLI Personal Umbrella features:
Limits up to $5M available ($1M in NM)
Keep the current home/auto carrier
No age limit on drivers
Up to one DWI/DUI per household allowed
Simple, self-underwriting application
E-signature and credit card payment options
Immediate coverage available in all 50 states and D.C.
Member-Led Illinois State University Team Places First in College Competition - Again!
Congratulations to the Illinois State University team for placing first in Selective’s 8th Annual College Competition for the second year in a row.
During the five-week online competition, teams from seven top colleges with insurance programs will compete in a business simulation where they will function as the management team running an insurance agency.
The teams and schools were:
Team 1 – University of North Carolina at Charlotte
Team 2 - Appalachian State University
Team 3 - Middle Tennessee State University
Team 4 - Indiana State University
Team 5 - Illinois State University
Team 6 - Le Moyne College
Team 7 - Temple University
Big I Illinois members George Daly, Division President & Shareholder, and Tricia Pucek, CFO, both of The Horton Group, mentored the seven-student team from ISU and The Katie School.
Willms & Associates Named Rockford Mutual’s Agency of the Year
Big I Illinois Member, Willms & Associates Insurance Agency in Vandalia, has been awarded Rockford Mutual’s Agency of the Year for 2024. Appointed with Rockford Mutual on February 4th, 1975, the agency has shown outstanding growth and profitability.
The agency dates to 1935 and remains committed to providing quality service to meet the insurance needs of businesses and individuals, growing to over a $10 million agency in premium volume. Willms & Associates primarily works the local surrounding areas of Fayette, Bond, Effingham, Christian, and Montgomery counties of Central Illinois. Their current ownership includes John Willms, Keri Holding, Kyle Anderson, and Monica Chandler, supported by an experienced and diverse staff.
Congratulations to the team at Willms & Associates!
Two students have been awarded the 2025 Big I Illinois Insurance Careers Scholarship.
Parker M. is attending ISU to study Risk Management, Insurance, and Finance Parker has served as treasurer of the Gamma Iota Sigma insurance fraternal organization, has attended the Wholesale and Specialty Insurers Association Conference, Business Week, and is active with the Alpha Kappa Psi business organization. Parker plans to earn the CPCU designation.
Jacob L. is studying accounting at ISU and has set a goal to gain a deeper understanding of accounting and insurance practices. Jacob has been active in the community with the Midwest Food Bank Happiness Project. In college, he plans to be involved with the business organizations at ISU and to obtain his insurance license.
We wish our scholarship recipients the best and will be checking in with them periodically to offer support in their journey.
Ease of doing business means being there for agents and policyholders. It’s also about being committed to providing top customer service, fast claims handling, and a well-rounded, innovative, diverse product line. Want to learn more? Visit thesilverlining.com. The worst brings out our best.®
Thank you to our Associate Members.
Progressive
Surplus Line Association of Illinois
Silver Level
Arlington/Roe Blue Cross/Blue Shield of IL
CRC Group Pekin Insurance
A. J. Wayne & Associates
AAA, The Auto Club Group
AMERISAFE
AmTrust Insurance
Apollo Brokers dba Limit
Auto-Owners Insurance Co.
Berkley Small Business Solutions
Berkshire Hathaway GUARD Insurance Companies
Boundless Rider
BriteCo
Central Illinois Mutual Insurance Company
Chubb
Columbia Insurance Group
Cowbell Cyber
Donald Gaddis Company, Inc.
Donegal Insurance Group
EMC Insurance
Encova Insurance
Erie Insurance Group
Forreston Mutual Insurance Company
Graham-Rogers
Grinnell Mutual Reinsurance Company
IA Valuations
Illinois Mine Subsidence Ins Fund
Illinois Public Risk Fund
Keystone Insurance Group, Inc.
MEM
Bronze Level Bliss-McKnight IMT Insurance
Imperial PFS
Independent Mutual Fire Insurance Company
Indiana Farmers Insurance
Insurance Program Managers Group (IPMG)
J M Wilson
Liberty Mutual/Safeco Insurance
Madison Mutual Insurance Company
Main Street America Insurance
Mercury Insurance Group
Midwest Insurance Company
Nationwide
Paychex HR and Payroll Solutions
Rockford Mutual Ins. Co.
SECURA Insurance
ServiceMaster DSI
Society Insurance
SPRISKA - Specialty Risk of America
Steadily
Summit Insurance
Travelers
W. A. Schickedanz Agency, Inc./Interstate Risk Placement
West Bend Insurance Company
Western National Insurance
Westfield
XPT Specialty
In this CIC Personal Lines course, you will focus on the Property and Casualty insurance industry, covering topics related to Personal Residential, Personal Auto, and Personal Umbrella or Excess Policies. Through exploring the intricacies of policy coverages, limitations, and exclusions you will be able to identify risks and coverage gaps of personal lines clients, offer coverage solutions, and learn how to respond in the event of a loss. Topics Include: Personal Residential Coverages, Personal Automobile Coverages, Personal Umbrella/Excess Coverages.
ilbigi.org/education
Wilmington, IL
Golden Service Agency, LLC
Freeport, IL
Gondola Consulting Group, LLC
Cary, IL
For information regarding Big I Illinois membership or company sponsorship, contact Lori Mahorney, Director of Membership Services, at (217) 321-3008, lmahorney@ilbigi.org. Eaton & Schultz Insurance Group, Inc.
Ishmael Insurance Services, Inc.
Pana, IL
23. Are you looking for an exit strategy while still continuing to produce for a few years or are you ready to sell now? Paczolt Insurance would like to talk with you! We are an independent agency dating back to the 1970s that is located in the western suburbs. Our focus is on mid-to-small commercial accounts and personal lines. Our companies include EMC, Badger Mutual, Safeco, Progressive, and Travelers. We have the flexibility and capital to get a deal done. Contact:
Susan Troppito
Paczolt Insurance susan@piaigroup.com (708) 215-5202
20. Since 2004, Central Illinois Agents Group LLC has been providing independent agents with a variety of markets with contingency opportunities. Agents have availability to several markets that they may not be able to sustain or maintain on their own. We have markets for personal, commercial, agricultural and crop insurance lines. Let us help you get to the next level.
Visit www.ciagonline.com for contact information.
02. Forest Park/Oak Park agency for over 60 years, will meet your needs by providing space, markets, marketing & sales support, automation, merging with or purchasing your agency. Perpetuation/ Succession Plans, Buy-Sell Agreements also available. We have experienced, educated and dedicated staff for you and your clients. Have access to our numerous companies, office services and many other resources. Please look closely at us- we are an agency you want to do business with! We’ve done it before, we know how- we make it easy! Visit our website at forestagency.com/agents.html, or call for a confidential discussion and a list of Agency benefits.
Dan Browne will provide an agency evaluation/appraisal at little cost to you. Please call:
Dan Browne or Cathy Hall Forest Insurance/Relation Insurance Services (708) 383-9000
www.forestinsured.com/mergers-acquisitions
Today driving distances on tour are over 320 yards.
In 1985 driving distances averaged 256 yards.
Luke Donald knows the game has evolved. As a winning Ryder Cup Captain, he chooses his players carefully.
At United Risk, we unite elite capability backed by proven results. A magnet for apex underwriting professionals committed to free enterprise and success.