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The Agent-Customer Connection: Gaps and Opportunities in the Hard Market

While 70% of agents say they are proactively communicating with customers about the hard market, just 20% of customers say they first hear about a rate increase from their agent. In fact, 58% of IA customers first found out about a rate increase when they noticed a change in their bill.

Join the Agent for the Future™ Advisors for an exclusive webinar revealing findings like this and more from a new research study on the agent-customer (dis)connect during the hard market.

A panel of insurance industry thought leaders (see below) will deep-dive into the research findings, discuss what they mean for independent agents, and share tips and tactics for:

  • Addressing customer concerns
  • Closing the customer communications gap
  • Keeping customer retention and acquisition high


  • Luke Bills: President of Independent Agent Distribution for Liberty Mutual Insurance, Safeco Insurance and State Auto Insurance
  • Nancy Germond: Executive Director, Risk Management and Education, Independent Insurance Agents and Brokers of America (Big “I”)
  • Sarah Cooke: Director of Personal Lines, WalkerHughes Insurance, 2023 Agent for the Future Award Winner: Outstanding Large Agency
  • Dale Steinke: Director, Agent for the Future Advisors
Register Now!


May 15
10:00 am - 10:45 am PDT
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Liberty Mutual
Dale Steinke
Specialties: Agency tech stack, AI, business continuity, sales enablement strategies, agency perpetuation
Location: Seattle, WA