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.
Thriving in the Fast Lane: Technology and the Kentucky Independent Agent
Let’s face it – technology isn’t just knocking on our doors anymore, it’s practically moved in, rearranged the furniture and putting its feet up on the coffee table. The pace of change is fast, and as independent insurance agents, we’re feeling the pressure to keep up. I keep hearing the same thing from agents all across the state: “How do I keep pace? Where do I even start?” The good news? You’re not in this alone.
Traditionally, our strength has been in personal relationships and industry expertise. That hasn’t changed – but the tools we use to deliver those strengths have. Clients today want faster responses, easier processes and more personalized service. That means we need to integrate technology not just to survive, but to thrive.
But let’s be real – tech can be overwhelming. Picking the right tools, figuring out how to implement them, and then getting your team on board? It’s a lot. That’s why our association, Big I KY, is stepping up in a big way.
We’ve got your back with a ton of resources –webinars, events, personalized support and most importantly, people who get it. The staff at Big I KY is just a phone call (502.245.5432) or email (info@bigiky.org) away, ready to connect you with solutions that make sense for your agency.
Even better, we’ve launched a Technology Committee made up of agents just like you, working together to tackle common challenges and explore smart, practical tech solutions. Stay tuned – this group is just getting started, and they’ve got some exciting ideas in the works.
And if you haven’t checked out Catalyit yet – do it! It’s free for Kentucky members and loaded with tech roadmaps, expert guidance, vendor reviews and more. It’s like a GPS for your agency’s digital journey, built by folks who know our world inside and out.
So don’t go it alone. Let Big I KY and Catalyit help you turn technology into your agency’s superpower. After all, our business is about protecting people – and with the right tools, we can do that better than ever.
West Bend has a long history of writing workers’ compensation insurance. Our underwriters are knowledgeable and experienced. Our loss control reps have the expertise and tools to help keep employees safe. And our claims practices are the best in class.
From Main Street-type businesses to specialty businesses like childcare, West Bend has the experience and expertise to protect businesses of many kinds and many sizes. We want to write all of your workers’ compensation business, small to large!
When you select West Bend for your valued customers, you can rest assured you made the right choice. After all, we are the best remedy for workers’ compensation.
more by visiting thesilverlining.com
Agile Premium Finance is the Leader in Insurance Premium Financing for CRB. We are a division of First Financial Bank and we were the first “Bank Owned” Premium Finance company to offer premium finance loans to CRB. As a “Bank Owned” premium finance company, A Agile offers the most competitive premium finance solutions for all commercial lines of coverage, including cannabis. A Agile works with Agents, Brokers and Insurance Companies of all sizes, across the U.S.
• The Agile philosophy is simple, be resourceful and anticipatory. We’ll do whatever it takes to earn the “Win” for your customer.
• Our goal is to be the best, most innovative, and easiest company to work with in the premium finance industry.
• Rapid Turnaround
• The most competitive rates and terms in the marketplace.
• Programs for Brokers and Insurance Companies.
• Additional Revenue Streams available.
• ACH/EFT payments available, for both down payments and installments
While we canʼt see the future, we can learn from the past and warn of perils your agency may face.
The new E&O Guardian insurance agency risk management web site is designed to arm Big “I” members with information and tools to mitigate agency errors and omissions. Big “I” members can tap into a variety of educational materials designed to safeguard your agency. Explore the site and dive into specialty agency risk management articles on a wide variety of topics, recorded webinars, sample checklists, sample letters, an archive of newsletters, and more. Your future is in your hands!
Affluent Program
▪ AIG
▪ Chubb
▪ Openly
Auto & Home Standard Markets
▪ Foremost
▪ Branch
▪ National General
▪ Openly
▪ Progressive
▪ Safeco
Flood – Selective
Home Business Insurance – RLI Jewelry Insurance – Jewelers Mutual Personal Umbrella – RLI
Umbrella Alternative Market
▪ Anderson & Murison
Recreational Marine – Chubb
Recreational Vehicle
▪ Progressive
Safeco
Crump Life Insurance Services
Propeller
Forge
The Hartford
Travelers
Community Banks Business Insurance Program – Travelers
Cyber Insurance – Coalition
Deductible Buy Back – AEGIS
Executive Risks – Coalition
Executive Risks & Cyber – Other Carriers
Arlington Roe
Berkley Management Protection
Chubb
CNA
Cowbell Cyber
Philadelphia
Secura
The Hartford
Travelers
Flood – Selective
Habitational Markets – MiddleOak
Apartment Program
Condominium Program Real Estate Agents / Property Manager E&O – Travelers Small, Middle, & Large Commercial
Arlington Roe
Berkley Aspire
Chubb
CNA
Employers
Hanover
Pie Insurance
Progressive
RT Specialty
Secura
Travelers Select
By: Michael Streit, EZLynx
Technology is transforming customer service, and the insurance industry is no exception. In 2025 and beyond, customers expect personalized, convenient, and proactive service. This means success for those insurance agencies committed to meeting these evolving expectations. But this doesn't mean replacing the human touch with technology; technology can amplify it.
Think of it this way: technology can handle the heavy lifting, automating routine tasks and providing 24/7 support for customer needs, freeing up your team to focus on what they do best: building relationships
and offering expert advice. By leveraging technology effectively, you can create a seamless, personalized experience that fosters customer loyalty and drives growth.
Think of your agency management system (AMS) as your command center, where staff can manage customer data, policy information, workflows, and reports – all in one place. Data silos are exchanged for streamlined operations and manual data entry is replaced by automation, leading to fewer errors, faster service, and happier clients.
Automation takes care of those repetitive tasks that eat up your team's time, like policy renewals, follow-ups, and so much more. By automating these tasks, you free up your team to focus on providing personalized advice and building strong client relationships.
Think of the possibilities:
Policy renewal notifications: Keep clients in the loop without lifting a finger.
Personalized email campaigns: Deliver targeted messages based on client behavior. Automation suggestions: Yes! You can even get automated recommendations on how you can automate manual tasks. Automation for MORE automation!
Let's explore more technology that may already live in your AMS or can be tightly integrated into your AMS and will enable you to meet the expectations of today's tech-savvy customers.
Digital Payments: Making Transactions a Breeze
In today's world, convenience is king. Nobody wants to deal with paper checks or clunky payment processes. That's where digital payments come in. By offering options like online portals, mobile apps, and integrated payment gateways, you can make premium transactions smooth and effortless for your clients – a major differentiator in the insurance industry!
And your customers aren't the only ones that benefit. Digital payments significantly reduce the time staff spend on manual check processing. They also have much lower error rates than manual data entry and there's no physical check handling, so you receive funds faster.
Omnichannel Communication: Meet Customers Where They Are
Gone are the days when a phone call or in-person were the only ways to reach insurance companies. Today's clients expect to connect with you on their terms, whether it's via digital channels like email, text, and social media, or good old-fashioned phone calls.
Embrace the omnichannel approach with a seamless experience across all touchpoints. Using a unified communication platform ensures consistent messaging and gives your team access to the complete client history, no matter how they reach out.
Pro tip: 67% of consumers prefer messaging a business over calling customer support, according to MatrixFlows. Integrating text messaging into your communication strategy is a no-brainer.
24/7 Availability: Because Life Happens at All Hours Life happens, and sometimes customer needs arise outside of regular business hours. To truly wow your policyholders, consider offering 24/7 customer service availability.
A client portal is your best friend here. Selfservice empowers insurance customers to access information, submit policy change requests, generate certificates, and even view and accept quote proposals or request changes. You can also explore artificial intelligence chatbots to provide real-time support, even when your team is off the clock.
Data-Driven Insights: Continuously Build a Positive Customer Experience
Knowledge is power, especially when it comes to customer experience. Reporting and analytics software can unlock a treasure trove of insights, revealing key performance metrics like customer satisfaction scores, retention rates, and ongoing value throughout the customer journey.
Armed with this customer data, you can:
-Identify customer pain points: Uncover common frustrations and develop targeted solutions.
-Segment your client base: Deliver personalized experiences based on customer needs and behaviors.
-Monitor sentiment: Proactively address negative customer feedback and show them you care.
-Predict churn risk: Implement retention strategies to strengthen customer engagement.
-Building Lasting Relationships: The Key to Customer Retention
Acquiring new insurance customers is great, but retaining existing ones is where the real magic happens. Happy, loyal clients are your best brand ambassadors. Remember, a whopping 45% of customers switch brands due to poor customer service. Don't let that be you!
By prioritizing customer experience and investing in the right technology, you can transform your agency into a customer-centric powerhouse. Remember, it's all about building customer relationships, providing exceptional service, and embracing innovation.
By: the AgencyFocus team
Running a successful independent insurance agency requires far more than selling policies and providing great service. To achieve long-term growth and profitability, agency owners must track and analyze key performance metrics and work on the business not just in the business. The problem is there is so much data, it is hard to know what to pay attention to and the why behind the numbers, to help answer that question, we have compiled a list of the most critical metrics an agency owner should monitor and why they matter.
Commission growth rate measures the increase in commission revenue over time. This metric is vital because it reflects the agency's ability to generate more revenue through increased sales and renewals. A steady or increasing commission growth rate indicates a strong book of business and effective sales strategies.
Revenue retention tracks the percentage of revenue retained from existing clients year over year. High revenue retention means your agency is keeping profitable clients, which is far more cost-effective than acquiring new ones. A declining retention rate will significantly impact the value of an agency and its ability to maintain overall growth. When an agency's
retention rate drops, it may signal widespread customer dissatisfaction or increased competition.
Customer retention rate measures the percentage of customers who continue doing business with the agency over a given period, typically annually. Retaining customers leads to stable revenue and a stronger reputation in the market. Agencies should aim for high customer retention through excellent service, proactive communication, and competitive pricing. Another way to predict high customer retention is by maintaining a high number of policies per customer, as it becomes harder for a customer to leave when they have multiple policies in place.
This metric quantifies the amount of new business each producer generates within a given timeframe. Tracking this metric allows agency owners to assess the effectiveness of individual producers, identify top performers, and provide additional training to those who may need support. High-performing producers contribute significantly to the agency’s growth.
Profitability is the agency's bottom line, measuring the
difference between revenue and expenses. This metric is crucial for assessing overall financial health. Monitoring profitability helps owners make informed decisions about expenses, pricing strategies, and operational efficiencies.
EBITDA provides a clear picture of an agency’s operating performance by removing non-operational expenses, any one-time expenses or income, and a reasonable owner compensation amount based on the size of the agency. Investors and buyers often use this metric to evaluate an agency's true earning potential. A high EBITDA suggests strong financial management and operational efficiency.
Calculating EBITDA involves starting with the agency’s profitability and then adding back interest expenses that the agency incurs due to any current loans, depreciation expense, amortization expense related to a book purchase or other intangible asset, and any taxes paid the state or IRS as a result of the profitability of the agency. In addition, you will want to remove any one-time revenue and expenses that will not recur in future years and make sure that the owner compensation that is included on the P&L for owners is both reasonable and accurate for their current role in the agency. This calculation will then provide you with the ongoing operating profit for the agency.
Revenue per employee is calculated by dividing total revenue by the number of employees. This metric helps gauge workforce productivity and operational efficiency. If revenue per employee is low, it may indicate overstaffing or inefficiencies in workflow and processes. For agencies that utilize virtual assistants, this metric may be lower than average, so it is important to understand the story behind each of these metrics and how they all work together.
Similar to revenue per employee, revenue per account manager measures how much revenue each account manager oversees. This is a capacity and efficiency metric that can be greatly impacted by the types of accounts the agency writes, the complexities of those
accounts, and the structure of the agency's team. This metric can help determine whether account managers can manage their workload in the changing insurance environment and guide decisions on training, workload distribution, and hiring.
NPS measures customer satisfaction and loyalty by asking clients how likely they are to recommend your agency. It is calculated by asking the customer to rank their likelihood of referring clients to the agency on a scale from 0-10 with 0 representing the least likely and 10 being the most likely score. When clients indicate a score of 9 or 10, they are considered promoter, a score of 7 or 8 is considered passive, and a score of 6 or below is considered a detractor which is a strong indicator that the customer is at risk of leaving the agency.
By monitoring the agency’s NPS score the team is able to quantify its customer experience and compare its results to industry benchmarks. A high NPS indicates strong customer relationships and can lead to organic growth through referrals. Low NPS scores may signal issues with service quality or customer experience.
This metric tracks the number of policies managed by each CSR. It helps agency owners assess workload balance and efficiency. A high policies-per-CSR ratio suggests strong operational processes, while a low ratio may indicate inefficiencies or the need for better technology and training.
There is no shortage of data and metrics that an agency owner can track, but data without action is just numbers. Tracking these key metrics allows independent insurance agency owners to make datadriven decisions, improve efficiency, and maximize profitability.
By regularly analyzing these performance indicators, agencies can stay competitive, retain more clients, and achieve sustainable growth in the ever-evolving insurance industry. Knowing your numbers and how these metrics relate to each other can lead to datadriven actions and an overall increase in the health and value of the agency.
All the agency tech guidance you need in one place.
Catalyit is the ultimate technology ally for independent insurance agents. We’re here to guide you through the tech landscape to help your agency thrive in the digital age.
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emails and phone calls. The result? You get clean, accurate data, and your clients don't feel like they're filling out mortgage paperwork just to get an auto quote.
Who's got you covered? Salt, RiskAdvisor, Wunderite and Canopy Connect all provide solutions to collect personal lines data faster and more efficiently.
If you've ever played the "phone tag" game with a client who needs to update their policy, you know how frustrating it can be. You leave a voicemail, they call back while you're on another call, you email them a form, they reply with another question… it can be brutal. By the time you get everything you need, their new teenage driver has already gone off to college. Forms and AI powered solutions can cut through this mess by letting clients submit service requests with all necessary details upfront. Instead of an endless loop of
follow ups, you get structured, complete information the first time. Clients are happy, your service team is happy, and you get to move on to something more important.
Who's making life easier here? Gravity Forms, Jotform, Liberate, Sonant, and GAIL all offer ways to eliminate the endless service request chase.
If you're still completing these tasks manually, it's time to rethink your workflowss. Automating the mundane doesn't just save time, it improves accuracy, reduces frustration, and lets you focus on what actually grows your business. And if you're wondering, "Will my clients be okay with this?" the answer is yes. They don't want to play phone tag or dig through their email inbox either.
So do yourself (and your agency) a favor, let technology do the heavy lifting.
By: Meghan Hardy, Levitate
In 2025, the digital landscape for small, relationship-based businesses is more competitive than ever. Whether you're in legal services, finance, insurance, accounting, home services, or nonprofit sectors, one thing is clear: getting your online presence up to par should be your #1 priority. An optimized digital presence, including a userfriendly website, engaging social media profiles, and a robust strategy for generating and managing Google reviews, can be the difference between thriving or being overlooked.
Your website is the cornerstone of your online presence. It's often the first impression potential clients or donors have of your business or organization. A professional, mobile-friendly website:
• Builds Credibility: A polished website signals that you take your business seriously.
• Engages Visitors: Tools like online appointment booking or helpful blogs can turn visitors into leads
• Improves Visibility: With proper search engine optimization (SEO), your website can rank higher in Google searches, ensuring you're found when customers are searching for your services.
Lev Tip: Audit your website for speed, mobile responsiveness, and clear calls to action. If your site takes more than three seconds to load, it’s time for an update.
Social media is no longer optional. It’s a space
The
The
The
Owenton
Established Louisville agency interested in acquiring insurance agencies in Jefferson and surrounding counties. If you are interested in selling, merging, or need assistance with perpetuation, we would like to talk with you in confidence.
Call Kevin Lavin, CIC or Philip Anderton, CIC, CRM at Sterling Thompson Company at 502-585-3277
Independent with top best markets looking to expand presence in Jefferson, Oldham or Shelby counties. Wanting Personal lines Producer or book of business to move or purchase. All arrangements possible, in strict confidence.
Please send inquiries to:
Turner Insurance Agency, 2460 Shelbyville Road, Shelbyville, KY 40065 or call Kurt Turner, CPCU at 502-633-6060.
We would like to thank our advertisers for their support. This publication would not be possible without you!
For classified ads or to advertise in the Kentucky IA, visit bigiky.org/magazine or call 502-245-5432.
(as of 3/31/25)
Johnson
Selective
Steadily
Summit
Travelers
Westfield
Big I Kentucky gratefully acknowledges these fine companies, our 2024 Industry Partners. Without their assistance, fees for the events and programs throughout the year would be significantly higher and/or the quality of the program would be restricted.
