Q&A with Karyn Miller

Karyn Miller, CIC, CISR is president and owner of Hinkle Insurance Agency, a full-service independent agency located in Lancaster, PA. In 1976, Karyn’s father started the agency which now employs her mother, as well as her son and daughter.

Q. Despite growing up in the business, you didn’t set out to become an insurance agent. How did the industry win you over?

A. I didn’t have insurance on my radar at all, even though my father had an agency. In 1986 my dad purchased a small agency and opened a second location in Lititz, PA. That’s when he asked if I wanted to work for him out of the Lititz location. I really didn’t know what to expect being an insurance agent and really didn’t know how working with my parents would be. I got my insurance license, and after working in the industry for a year, I realized that it was where I wanted to be. It is a great industry, and you are continuously learning; no two days are exactly alike. I also enjoy talking with and helping people, which is what we do.

Q. What does your typical workday look like? And what’s your favorite part?

A. A typical day starts with email. There are always emails to work through – to either address or hand off to another member of the team. Depending on the day, I may do administrative things or talk to clients or prospects. Or I may discuss marketing with our marketing team or review accounts that need attention.

My favorite part is interacting with our team. Team discussions about quoting, coverage, claims – I love it when we all come together to discuss some of the more challenging scenarios and learn together. These types of interactions are truly valuable for everyone, whether you are new to the industry or have been around for a while.

Q. It’s been a pretty wild ride over the past few years –first the pandemic, then the unprecedented hard market. What’s been the most difficult part? Any silver linings?

A. Initially with the pandemic, it was a challenge to work from home. We were not set up to do that, but it came together fairly quickly, and we made it work. At that time, I had a new employee who had just become licensed, and training remotely was not easy. You learn so much being in the office, just by listening to coworkers and their discussions. Plus, it is a lot easier to train someone when you can be together in person.

The hard market brings its own challenges as well, but we are still able to write new business, and our retention is good.

A silver lining from the last few years is our ability to work remotely if needed. Offering that flexibility to our employees has proven to be beneficial. We do not have anyone who solely works remotely; however, it is utilized as needed.

Q. Your children – Zach and Molly – now work in the agency. What’s that like for you? Any advice you’d offer other agency owners whose children may join the family business?

A. Working with my children is great! I really wasn’t sure if they would want to have careers in the insurance industry.

They both did other things before coming to work for me, and that was important for them to do. Zach has a marketing background, and he lived and worked in Florida for three years. Molly was a social worker and lived and worked in York, PA before joining the agency. I never wanted to pressure them to work at the agency, but the opportunity was always there. I am glad they are here, and I enjoy working with and learning from them. It is nice to have their input and perspectives on things.

Q. Your agency is active on social media, and two of your team members even host a podcast (Know Your Limits). Who manages these activities? And how does this investment pay off?

A. My son Zach and coworker Andrew Porter manage social media and host the podcast. A special guest is highlighted from time to time; the guest is one of our personal or commercial lines clients. It allows us the opportunity to highlight what our clients may be doing in the community or, for our commercial clients, to showcase their businesses and the work they do. The more engagement we can create, the more exposure we have across all avenues.

Q. You’re a founding member of The Twelve, a varied group of professionals who have teamed up within Lancaster County, PA. Tell us about that venture!

A. The Twelve opportunity came up during the second half of 2023. We have had a connection for many years with Fine Living Lancaster magazine and editor Mark Pontz. Mark had the idea of The Twelve, and from there we were able to establish the founding members. It is nice to have a network of like-minded professionals who come together monthly and provide a different feel to networking. Unlike attending large networking events, our interactions are on a more intimate level where we can truly get to know each other. We also support our community as individuals and as The Twelve, giving back with our time and financial support to various organizations.

Q. When you’re not working, how do you like to spend your time?

A. Spending time with family is always at the top of the list. I have a one-year-old grandson who lights up my life tremendously, and being with him is the best! My husband and I like to attend live music events, entertain friends, and travel. Although we have not traveled to Europe yet, it is at the top of our list.