As a founder of a successful regional insurance agency my responsibility is to my clients and my staff. In an industry where we are selling the commodity that is insurance the most important thing that we can do to differentiate ourselves among the many insurance agents in our field is to remember that we are in the business of service. With the advent of Ai and online insurance apps that can scour the web and return quotes for clients in the matter of minutes it is easy to see how the future of insurance has already been disrupted by tech. Where my agency stands out is by taking the Herve J.L Humler approach to customer service. Not just going above and beyond and any other customer service cliche that can be inserted here. We push ourselves where knowledge is concerned. We don't want to just be able to sell you an insurance policy we want to be a trusted consultant and advocate if need be for all of our clients. When speaking with our commercial clients I have used my background as a business coach and marketer to guide them from setting up their LLC or chosen business structure to counseling them on the specific commercial policies that they need to safeguard their business. I have set up their domain business specific email address helped them request and obtain their EIN(Tax identification number) and even helped them choose a website vendor and optimize their google page. These are all things that disruptors like Next insurance and Lemonade will not and cannot do. I lead my staff by example with an eye towards constant improvement and never getting complacent with knowledge. We are in a rapidly changing and growing industry and there will be something new to learn every day.My rationale behind this decision is simple if you aren't growing you are dying. In an industry ripe for disruption like insurance that has always done things the same way we aim to be the leader in innovation and service. Rightaway Insurance is a diverse organization both culturally and even more importantly where ideas are concerned. If even the most junior staff member has an idea about a better way to do things their voice is heard and thoughts are considered. We are different because we add value beyond providing a policy number and in a society that is increasingly reliant on Artificial intelligence a real human touch is how we are positioning ourselves to survive and thrive in the future.
One of the most important decisions I made as an insurance leader was investing early in automation and AI-driven support systems, even before we were "big enough" to feel the operational pressure. In insurance, disruption doesn't come only from new competitors, it comes from rising customer expectations. People no longer tolerate slow paperwork, unclear processes, or delayed responses. Our rationale was simple: if we could build infrastructure that removed friction and scaled trust, we would be prepared for whatever market shift came next. At Eprezto, that meant creating digital-first workflows and an AI chatbot that now handles around 70% of incoming customer conversations. This didn't replace human service, it freed our team to focus on higher-value, complex cases while maintaining speed and reliability. That decision positioned us to scale efficiently and stay resilient as the industry evolves.