Agent Voices: Nicole Palmer

IA&B Member Agent Nicole Palmer shares her perspectives on diversity and inclusivity in the insurance industry.

Nicole Palmer, CPIA

Job title: Account Relationship Manager

Agency: Keller-Brown Insurance Services

Location: Shrewsbury, PA

What’s your favorite part of working in insurance?

My absolute favorite thing is talking to people to help them to understand their personal home and auto coverages. When I started in the insurance industry seven years ago, it was very intimidating to me, as insurance is very complex. So, for me to be able to explain things to clients with understanding and comprehension makes me feel empowered.

What do you consider the independent agency channel’s greatest strengths and weaknesses when it comes to diversity?

The channel’s greatest strength when it comes to diversity is its ability to serve a diverse customer base. Independent agents have the option to work with several carriers, which allows them to meet the needs of different individuals and communities. This inclusiveness allows agents to serve a wide range of clients regardless of background and/or circumstances.

A weakness is the lack of representation and inclusion of diverse agents. Historically the insurance industry has been dominated by white males. A lack of diversity among agents can lead to limited, if any, perspective regarding servicing a diverse customer base.

How can our industry be more inclusive?

The insurance industry can and should ensure there is diversity in the field. One way to be more inclusive is to be more open in hiring practices. In those agencies that are diverse, it’s also important to discuss and address topics that affect other races and genders. The more we know about one another, the better we can understand one another.