For independent insurance agencies, long-term success often goes to the agencies with the courage and foresight to adopt new ideas, get ahead of emerging trends and envision novel ways of serving the changing needs of clients.
The Agent for the Future Awards celebrate such forward-thinking agents and agencies. This year’s winners are being recognized for their bold approach to solving problems, a willingness to be first adopters of innovative technology and a commitment to giving back to their communities and their employees.
Here are the 2024 Agent for the Future Award winners:
Outstanding Agency Overall: Foresight Insurance, LLC
In 2024, Foresight Insurance made three bold changes. First, they embraced a combination of hybrid and remote work to boost efficiencies and promote employee well-being. Second, they focused their operations on four key areas: Licensed Agent Sales, Licensed Agent Service, Non-Licensed Customer-Facing Support and Non-Licensed Back-Office Support. This model improves onboarding and helps their staff master critical skills faster, empowering them to excel in advisory roles. And third, they moved to a four-day workweek, reducing hours from 40 to 32, and emphasizing productivity over total hours worked. While still a pilot project, the early results are impressive so far.
These three changes are already yielding positive outcomes. Though business hours have remained the same, agency productivity, employee satisfaction and customer retention have all jumped. While new business revenue is down 23% compared to last year, their renewal revenue has grown by 42% year-to-date. And despite the continuing hard market, the agency’s overall revenue has increased by 24%.
To support its new model, the agency created an intranet to store standard procedures, a learning management system to train employees and an AI-based chatbot to help staff quickly find the answers they need. They also use central inboxes for sales and service and standardized email templates to ensure a consistent and reliable customer experience. In addition, the agency supports their team members’ personal growth with clear career development plans, mentorship programs and leadership training.
Taken together, these improvements turn sales and service into a team sport. By building a culture that prioritizes employees as much as the customer experience, Foresight Insurance has placed the human element at the center of the agency’s growth and evolution.
Outstanding Large Agency: Trailstone Insurance Group
Trailstone Insurance Group has a mantra: Launch, Fail, Learn, Fix. Following this philosophy of continuous learning, this year they invested in technology to enhance both employee satisfaction and the client experience. The result? A remarkable $11 million surge in business.
To strengthen its culture, the agency adopted SalesScreen, a gamification software, and OfficeVibe, an employee satisfaction platform. Both tools revolutionized the workplace experience. They also started monthly training sessions and certifications which resulted in a 25% improvement in employee retention and a noticeable spike in team morale and productivity.
To enhance the client experience, Trailstone integrated CRM tools and automated processes to tailor solutions to customer needs while strengthening personal connections. They also created two podcasts, Elite Real Estate Leaders and Elite Insights, which highlight the branding, marketing and business growth ideas of local entrepreneurs. They also hired 16 offshore employees to further improve customer service. In addition, they have adopted the DISC personality assessment tool to support employee relationship building, AI for voice and tonality analysis in phone calls to support customer satisfaction and custom automation for agents.
Outstanding Small Agency: Fort Collins Insurance
Two years ago, Fort Collins Insurance made some major changes to set the agency up for future success. The first step was to update and improve standard operating procedures for their team and to make the insurance process smoother for staff and clients alike.
At the same time, they invested heavily in technology. They created an app so clients can easily request a quote, access policy documents, make referrals and handle other tasks. They added an AI-powered chatbot to their website. And they adopted a new tool, Canopy Connect, that can gather a client’s information in about two minutes instead of the 30 minutes it used to take when done over the phone. With retention a core priority, the agency also leverages AI for renewal analysis, quote comparisons, commission reconciliation and for honing marketing strategies. These innovations have helped streamline operations, enhance client satisfaction and contribute to measurable growth in client retention and referrals.
To make the most of these referrals, and further strengthen community ties, Fort Collins Insurance established a program called Referral for a Cause, with proceeds going to a different nonprofit each quarter. They also moved their office to a vibrant part of town near schools and amenities that are more convenient for customers. According to agency owner Ryan Jackson, the agency is focused on doing whatever it takes to deliver exceptional value to their clients.
Digital Innovator: Metzger Insurance Agency
Established in 1925, Metzger Insurance Agency has continued to thrive by consistently adapting to industry changes and embracing improvements in technology. Nearly a century later, they are redefining what the insurance experience can be in the digital world.
Metzger is leading the way largely through the pioneering work of its subsidiaries, AInsure and CORA. AInsure and CORA are dedicated to revolutionizing the insurance landscape by integrating AI and blockchain technologies – with the goal of making insurance more accessible, efficient and tailored to the modern era. AInsure’s dashboard serves as a hub for agents and carriers to enhance operational efficiency and transparency. This tool allows for real-time monitoring of the AI digital virtual assistant CORA’s activities, ensuring that client interactions are accurate and professional. To maintain high standards of accuracy, all AI-generated communications are reviewed and approved by users.
These tools help streamline processes and improve customer service. The Metzger team is also developing AI systems to manage some tasks for agents, CSRs, underwriters and claims adjusters, which reduces overhead and enhances efficiency. This automation accelerates response times and improves accuracy while enabling the agency to scale rapidly and react swiftly to market changes.
Outstanding Female Agency Principal: Mónica Adwani, Breezy Seguros
With more than 18 years in the industry, Mónica Adwani focuses on serving Hispanic communities across New England as the CEO and managing partner of Breezy Seguros, which recently rebranded from BRZ Insurance to more accurately reflect the communities they serve. She helps Latino and immigrant entrepreneurs get the insurance coverage they need to grow their businesses and build wealth.
To better serve these communities, she developed a custom AMS/CRM platform that’s available in English, Spanish and Portuguese. This tool puts sales information, customer service, marketing and educational material into one convenient place while removing barriers to access. And the results are impressive: Under her leadership, Breezy Seguros has achieved 200-300% year-over-year growth in sales and enjoys a 90% retention rate, all during a challenging market.
To continue growing the business, Adwani focuses on education and community outreach. As an advocate for diversity, equity and inclusion, she actively champions minority-owned agencies and works to advance these values within the insurance industry. To do this, she takes advantage of Breezy’s EdTech and Insurtech platforms to train the next generation of Latinos interested in working in insurance.
A driven entrepreneur, Adwani’s vision extends beyond the insurance industry. She is currently planning to turn her agency’s office into a multi-use facility that will support micro-businesses and host community events. She also established a women’s network to foster mentorship and professional development in insurance and other industries.
Emerging Leader: Michael Venezio, Northeastern Insurance
When Michael Venezio and his brother started Northeastern Insurance in 2013, they didn’t have a single client. Today, the agency has 30 full-time employees, about 12,000 customers, 20,000 policies and more than $36 million in premium on the books.
With average growth of more than $3 million a year, Venezio’s agency ranked #2 on the Fastest Growing Small Business List and #5 on the Largest Property and Casualty Insurance Agencies List in Albany, New York. For comparison, most of the other agencies on the lists have been in business for more than 50 years.
Venezio isn’t slowing down. The agency aims to double both its staff and total premium within three years — and they intend to get there by investing in their people, building up their current departments, and creating new ones for Accounting, Human Resources, and more. They also put a priority on training and development and promoting from within the company.
As the agency’s success has grown, so has its charitable giving and community involvement. A few years ago, Northeastern Insurance started an annual Agency Volunteer Week, in which Venezio and his staff dedicate a whole work week to volunteering at various local charities. It’s yet another example of Venezio’s leadership in action.
Congratulations to all the 2024 Agent for the Future Award winners!
Agency awards:
- Outstanding Agency Overall: Foresight Insurance, LLC
- Outstanding Large Agency: Trailstone Insurance Group
- Outstanding Small Agency: Fort Collins Insurance
- Digital Innovator: Metzger Insurance Agency
Individual awards:
- Outstanding Female Agency Principal: Mónica Adwani, Breezy Seguros
- Emerging Leader: Michael Venezio, Northeastern Insurance
Congratulations to all our amazing Agents out there!!!!!