Insurance Town

Could Your Biggest Sales Breakthrough Have Nothing to Do With Selling?

In this weeks episode, the mayor brings in performance coach author and good friend, Cory Charles of SuperHero Mindset about how mindset shapes sales performance, resilience, and leadership. Cory explains how to separate rejection from self-worth, reset after difficult interactions, and balance mental toughness with self-awareness... This week, we're getting into something that every insurance professional needs to hear: Your mindset matters more than you think. We've all been there. You lose a deal, get told "no" for the tenth time, or have one of those days when nothing seems to go your way. But here's the question: Are you letting those moments define you, or are you learning how to move past them? Cory brings some incredible perspective on what it really takes to develop mental toughness, bounce back from rejection, and show up as the best version of yourself, even when life gets messy. And trust me, this isn't your typical motivational conversation full of fluffy advice. We're talking practical strategies you can actually use the next time a prospect hangs up on you, a deal falls apart, or your day takes an unexpected turn. We also dive into Cory's book, Heroic Ish, and why becoming the hero of your own story doesn't mean having everything figured out. Sometimes it just means being willing to take the next step. my favorite quotes from this one ..... "We're not afraid of the no. We're afraid of what the no does to us." "The next person you talk to needs the best version of you." "If you get your mind right, you get your money right." The next time you get rejected, lose a sale, or have a frustrating conversation, don't immediately jump into the next thing. Take a moment. Recognize what you're feeling. Find a way to reset. Maybe that's taking a quick walk, putting on your favorite song, or calling somebody who can help you get your perspective back. Then remind yourself: The next person you talk to deserves the best version of you, not the leftover frustration from your last conversation. And if you've been carrying around an old story about who you are or what you're capable of, maybe it's time to start writing a new chapter. That's what being the hero of your own story is all about. Episode Chapters 00:00 – Meet Cory Charles and his journey into sales 04:01 – From graphic design to performance coaching 06:02 – A little Spider-Man debate between friends 08:19 – If you could go back in time, what would you change? 10:18 – Curiosity, growth, and learning from the greats 12:17 – Why mindset beats another sales technique 13:23 – Door-knocking, rejection, and the 20-knock rule 15:18 – Learning not to take "no" personally 19:31 – How to reset after a difficult sales conversation 22:22 – Performance coaching vs. temporary motivation 25:36 – The balance between mental toughness and self-awareness 28:29 – How to keep a bad day from becoming a bad week 31:58 – Becoming the hero of your own story with Heroic Ish Connect with Cory Charles Check out Cory's book, Heroic Ish, and the companion workbook designed to help you put these ideas into practice. One Last Thing, You don't have to have every answer. You don't have to win every sale. And you certainly don't have to have everything figured out. But you do have to keep showing up, keep learning, and keep moving forward. Because sometimes the biggest breakthrough in your business starts with changing the conversation you're having with yourself. Now get out there, citizens, and go make a difference! Show Sponsors Canopy Connect- Your 1 click solution to getting the deck pages you need to quote your prospect , and now they have the intake platform and the trailhead to give you an opportunity to allow your customers to connect the way they want to. Bind AI- It's AI for insurance, work smarter by using AI to streamline submissions, extract information from emails and documents, and simplify the quoting process so you can spend less time on busywork and more time serving your clients. V!vA Teams- ! V!VA teams is offering my citizens 1000 dollars off just for being a listener!!

How do I become a Trusted Advisor? (Re-Visit)

RE-VISIT episode with David Watson from 2024- In this weeks episode , the mayor has the awesome opportunity to sit down with his good friend, David Watson of Risk Advisor and they talk about what it means to be a risk advisor and how to improve the customer journey. But first David and I take a walk down memory lane and we talk all things David Watson and how he came to Mappus, and how he came up with the idea of Risk Advisor. WE then talk everything from Process & procedure to the old school but always popular Drafts (this one is the snack draft episode) Epsisode Sponsors: Canopy Connect Bind AI V!VA Teams

How to Close More Sales Without Ever Pitching?

This week In Insurance town, the Mayor brings in a heavy hitter for this one, author, and sales trainer Steve Sapato to Insurance Town, and man. Steve has worn a lot of hats throughout his career, from IBM and small business ownership to real estate, public speaking, and sales training. And along the way, he's learned something that I think every insurance professional needs to hear. How many times do we walk into a networking event, jump on a Zoom call, or sit down with a prospect already thinking about what WE want to say next? We're so busy preparing our pitch that we forget to listen to the person sitting across from us. Steve challenges us to flip that script! We dig into his Three Minutes to Yes approach to networking, his Storytizing concept that helps speakers connect through stories, and his QL Method, which is all about asking the right question, at the right time, in the right way. And here's something I loved about this conversation: Steve reminds us that we're not selling policies, technology, or products. We're selling solutions to problems people actually care about. Sound familiar, insurance agents?! We also talk about how to make networking more intentional, why follow-up matters, how to have better sales conversations on Zoom, and why you should probably stop sending those generic LinkedIn messages! Steve even shares some wisdom from his book Learn to Win about setting goals, leaning into your strengths, and intentionally working to get better. Episode Chapters 00:00 – Welcome to Insurance Town and our sponsors 03:01 – Meet Steve Sapato and let's talk pickleball 11:15 – From IBM to the speaking stage 13:06 – Sell the solution, not the product 15:26 – Three Minutes to Yes and better networking 18:04 – What are your customers REALLY buying? 22:19 – Storytizing, the QL Method, and asking better questions 28:19 – Better sales conversations on Zoom 32:13 – Asking the questions that uncover real needs 38:15 – Networking follow-up that actually means something 40:20 – Learn to Win and the importance of personal growth 47:15 – AI, LinkedIn, and building genuine relationships 52:15 – Why educating your customers still matters A Big Thank You to Our Sponsors! Canopy Connect – Helping agencies simplify insurance intake, gather accurate information, and create better customer experiences. Bind.ai – Bringing AI-powered insurance solutions directly into the workflows agents already use, including email. V!VA Teams – Helping agencies grow and scale through dedicated virtual team members. Get curious. Listen. Find out what matters to them. Because at the end of the day, relationships still drive this business. And sometimes the best sales strategy in the world is simply making somebody feel heard. As Steve says, "Questions sell things." Now get out there, build some relationships, help some people, and make your little corner of Insurance Town a better place! Connect with Steve Check out Steve's books, including Learn to Win, and learn more about his approach to communication and sales training. https://SteveSapatoBooks.com Thanks for helping us keep the lights on here in Insurance Town! Until next time, Citizens... keep learning, keep growing, and keep building those relationships!

How to Recognize and Recover from Burnout (Connected Conversations in Insurance Collab)

In this episode of Insurance Town, I release an episode of Connected Conversations, host Carrie of Canopy Connect. She interviews Brooke Liu, of MarshBerry, about the “quiet, creeping” burnout high achievers often hide—what Brooke calls operating in “low power mode.” Drawing from her work with her peers and her own intense travel schedule, Brooke explains that burnout is a capacity issue, not a motivation problem, and shares early warning signs like fatigue and declining sleep quality. They explore why women may carry extra burnout weight through credibility pressures, emotional labor, and difficulty delegating, and why asking for help can protect credibility more than masking struggle. Brooke offers practical strategies—accountability partners, communicating priorities, time-and-energy audits, and rejecting constant work-life balance in favor of seasonal grace—plus organizational ways to spot and reduce burnout through surveys, benchmarks, staffing, process standardization, and technology. Connect with Brooke:Email:  brooke.liu@marshberry.comLinkedIn: https://www.linkedin.com/in/brookeacliu/Marshberry LinkedIn: https://www.linkedin.com/company/marshberry/ Sponsors of Insurance Town Canopy Connect Bind AI V!Va Teams

How do I sell more insurance? (Full Length Audio)

This week in insurance town te Mayor Heath Shearon sits down with Christ Warren of Determined Vision for a conversation about how AI, mentorship, and a serious mission mindset are changing the way insurance professionals prospect, serve, and grow. Christ shares his journey from Cameroon to the United States, the discipline that shaped him, and why he sees life insurance as a way to give families choice when the worst happens.They also dig into practical agency lessons: how to use AI and VAs to protect time, why mentorship shortens the learning curve, and how to keep sales conversations centered on the real problem instead of the product. Timestamps 00:00 - Welcome to Insurance Town and sponsor overview 00:58 - Meet Christ Warren and clear up the pronunciation of his name 03:37 - How Christ found the podcast using AI outreach 04:42 - Using AI for prospecting and audience targeting 06:30 - Why credibility and core values still matter in insurance 08:50 - Christ’s move from Cameroon to the United States 09:17 - Growing up as the oldest of seven, with six sisters 11:27 - From biology and medical school to insurance 13:18 - Learning from a mentor who scaled from six figures to millions 16:54 - The Mamba mentality and doing the reps 20:11 - Why mentorship matters at every level 23:36 - Focus, repetition, and mastery over chasing shiny objects 24:34 - Slowing down to speed up in business 25:06 - Christ’s partner helps shape the AI and exposure strategy 26:37 - The Eisenhower framework for urgent, important, and delegable work 29:23 - What agency owners should protect as their highest-value activity 31:28 - Why purpose and client impact matter more than admin tasks 32:57 - The call log test and surrounding yourself with stronger people 34:44 - Why Christ sees passion as a superpower in life insurance 35:06 - Volunteering and seeing end-of-life reality up close 36:53 - Keeping the mission front and center in agency training 39:00 - Why repeating the vision helps shape the culture 41:19 - What life products Christ works with 42:01 - Diagnosing first before recommending coverage 43:14 - The ripple effect when a breadwinner dies uninsured 46:20 - Why the work is serious, not just sales 47:50 - Real examples of families changing spending habits after the right conversation 49:50 - How Cameroon still shapes Christ’s view of choice and planning 54:48 - AI and VA systems helping the industry return to old-school fundamentals 57:43 - Technology should create more time for relationships and service 58:45 - Where to find Heath and the upcoming AI conference in New York Sponsors Canopy Connect Bind AI V!va Teams

AI Is Moving Fast. But Who’s Watching the AI?

On this episode of Insurance Town, I sat down with Joseph Varga, founder of Forge Orbital, for a conversation about AI governance, agentic AI, and what businesses especially those of us in highly regulated industries like insurance need to be thinking about as this technology continues to move at an unbelievable pace. Joseph breaks down the difference between the AI most of us have gotten comfortable with and the proactive, agentic systems that are beginning to take action on our behalf. And while that creates incredible opportunity for efficiency and growth, it also creates a whole new set of questions around accountability, transparency, data, and trust. One of the biggest ideas we unpack is the concept of the AI “black box.” If an AI system drafts an email, makes a recommendation, assists with underwriting, or helps influence a claims decision, can you explain exactly how it arrived at that answer? And more importantly, could you recreate that decision two years from now if a regulator, customer, carrier, or attorney asked you to? That’s where Joseph believes governance becomes critical. We also get into the idea of having AI check AI. On the surface, having one model review another sounds like a strong safeguard. But as Joseph explains, if both systems are probabilistic, you may simply be getting a second opinion—not actual proof. For insurance professionals, that distinction matters. Joseph also shares how Forge Orbital approaches governance differently by operating as a deterministic layer in the background—helping organizations create rules, evidence boundaries, audit trails, and human checkpoints without creating yet another dashboard employees have to manage. And yes, we absolutely talked about dashboard fatigue. This conversation isn’t about being afraid of AI. It’s about using AI responsibly. Because the more AI moves from answering questions to actually taking action, the more important it becomes for agencies, carriers, MGAs, and insurance technology companies to understand what’s happening behind the scenes. If you’re already experimenting with AI, building AI into your tech stack, or simply trying to understand where all of this is headed, this episode will give you a few things to think about. Joseph’s biggest message is a simple one: Use the technology. Take advantage of what it can do. Just make sure you understand what it’s doing on your behalf. Because AI is moving fast. And the companies that win won’t just be the ones that adopt it fastest—they’ll be the ones that learn how to use it responsibly. Timestamps 00:00 – Welcome to Insurance Town 00:30 – A big thank you to our sponsors: Canopy Connect, Bind AI, and VIVA Virtual Solutions 02:54 – Meet Joseph Varga of Forge Orbital 05:25 – Joseph’s background and his path into AI technology 07:35 – What does “AI governance” actually mean? 09:52 – Human-in-the-loop vs. true AI governance 11:17 – The evolution from reactive AI to proactive, agentic AI 13:16 – Where AI could be headed next 15:07 – When will government regulation catch up with AI? 16:28 – Where Forge Orbital fits into AI governance 17:26 – Is having AI check other AI actually enough? 20:07 – Why companies need to start preparing for AI governance now 21:46 – What insurance agencies and carriers should be doing today 24:17 – How Forge Orbital integrates into an existing tech stack 26:07 – AI governance use cases for independent insurance agencies 27:41 – Building Forge Orbital for highly regulated industries 29:50 – Why governance shouldn’t mean another dashboard 32:33 – What happens when employees use AI from their phones? 34:07 – Why Joseph became passionate about AI governance 36:11 – How to learn more about Forge Orbital 37:54 – Joseph’s final advice for businesses adopting AI 39:04 – Closing thoughts A Big Thank You to Our Sponsors Insurance Town would not be possible without the partners who continue to support this community. Canopy Connect helps agencies simplify insurance intake and collect the policy information they need faster. Check them out at usecanopy.com/heath. Bind AI helps insurance agencies use AI to uncover opportunities, create capacity, and work more efficiently across the commercial insurance lifecycle. Learn more at Bind.ai. V!VA Virtual Solutions provides insurance-trained virtual assistants who can help agencies create capacity across quoting, renewals, service, and other key workflows. Visit VIVATeams.com/InsuranceTown to learn more and receive $1,000 off You can learn more about Joseph and Forge Orbital at ForgeOrbital.com.

Networking Not Working, Live From InsuranceFest 2026

This episode is live from the Santa Monica Peir at Insurance Fest 2026. Sponsors: Canopy Connect -Making it easier for agencies to collect insurance information directly from clients and prospects, helping speed up the quoting process and improve the customer experience. Bind AI- An AI-powered digital teammate built to help insurance professionals automate repetitive work, increase efficiency, and give their teams more time to focus on the human side of the business. V!VA- Helping insurance agencies scale with trained virtual professionals who can support service, operations, marketing, and more giving your team additional capacity without sacrificing the customer experience.

Can I Scale My Insurance Agency Without Losing My Culture?

This week in Insurance Town, Mayor sits down with longtime friend and fellow insurance leader Heath Barnett, co-owner of Legacy, for a conversation about growth, culture, ownership, and building a business people actually want to be part of. Heath Barnett is an insurance agency leader and co-owner of Legacy. After beginning his career in the captive insurance world, Heath transitioned into the independent channel and helped build Legacy into a multi-state insurance organization. His leadership philosophy centers on developing people, creating opportunities for ownership, giving local leaders autonomy, and building an organization where professional success doesn’t have to come at the expense of family and the things that matter most. Heath’s story starts in Memphis, Texas, where he grew up around agriculture, small-town relationships, and a family Farmers agency. After working alongside his grandfather and eventually purchasing the agency, Heath began seeing opportunities beyond the captive model. That journey ultimately led him into the independent insurance world and to what has become Legacy—an organization that has grown to roughly 250 people across multiple states. But this episode isn’t simply about getting bigger. It’s about how you grow without losing who you are. Heath and Mayor talk about the importance of training agents to understand what they are actually selling instead of competing on price alone. They dig into what the captive world can teach independent agencies about carrier training and development, why Legacy intentionally recruits coaches and teachers, and why the right culture can become one of the strongest recruiting and retention tools an agency has. They also get into ownership, succession planning, producer autonomy, burnout, family priorities, faith, and creating an organization where people have the opportunity to build something of their own. If you’re an agency owner thinking about growth, recruiting, producer development, culture, or succession, there are plenty of nuggets in this one. Episode Timestamps 00:00 – Welcome to Insurance Town 03:21 – Meet Heath Barnett 09:27 – Leaving the captive model for the independent channel 10:34 – Rebuilding culture in the independent insurance world 15:43 – What Farmers got right about training and support 18:26 – Stop selling price and start understanding the product 21:54 – Why Legacy recruits coaches and teachers 29:19 – Burnout, family priorities, and faith at work 32:53 – The original vision for Legacy’s growth 36:54 – Why producers choose the Legacy model 41:41 – Ownership, succession, and protecting an agent’s book 43:42 – Why Legacy moved beyond the traditional last-name agency model 44:53 – Connecting with Heath Barnett and Legacy 45:45 – Legacy’s growing multi-state footprint 46:02 – What could be next for Legacy 49:19 – Texas football, Texas Tech, and the Longhorns 51:15 – Closing thoughts Learn more about Legacy at legacyinsurance1.com. Proud Partners of Insurance Town Canopy Connect Stop chasing down declaration pages and PDFs. Canopy Connect helps insurance professionals collect verified insurance information directly from prospects and clients in seconds, creating a faster and easier experience for everyone involved. Bind AI Formerly 1Fort, Bind AI is helping insurance organizations put AI to work as a digital teammate—supporting workflows, increasing capacity, and helping teams spend more time on the work that requires human judgment and relationships. V!VA Virtual Solutions V!VA helps insurance agencies build effective virtual teams by focusing on more than simply placing a VA. Their approach centers on processes, training, accountability, and helping agencies create measurable return on their investment. Insurance Town listeners can receive $1,000 off when getting started with V!VA Virtual Solutions. Thank you to our partners for supporting Insurance Town and helping us continue bringing real conversations, practical ideas, and stories from people doing the work across the insurance industry. One change I particularly like here is positioning the episode around the question, “How do you grow without losing who you are?” That feels very on-brand for Insurance Town and gives the entire episode a stronger through-line.

How do I grow my agency using Virtual Employees?

in this weeks episode, Heath Shearon sits down with Rob Lopez, CEO of V!VA, for a wide-ranging conversation about insurance, outsourcing, virtual assistants, and AI. Rob shares how his path from broadcast journalism and sports radio led him back into the insurance world, and why his focus has always been on building real departments not just filling seats. They also dig into what makes V!VA different: process-driven onboarding, bilingual support, nearshore staffing in El Salvador, and a consultative approach that helps agencies document workflows before adding talent. https://vivateams.com/insurancetown Timestamps 00:00 – Welcome, sponsors, and introducing Rob Lopez from V!VA 03:33 – Why Rob stays present in the industry 05:32 – Rob’s early life as an Allstate kid 06:30 – Broadcast journalism, the Houston Rockets, and a career shift 07:26 – The first life insurance claim that changed Rob’s perspective 07:55 – Hurricanes Katrina, Rita, and Wilma 08:44 – Distribution work, aggregators, and building agency networks 09:35 – Why aggregator margins eventually hurt the value proposition 10:29 – Rob’s sports talk and media background 12:30 – Why catastrophe work mattered more than commissions 14:53 – Rob’s father and front-line catastrophe response 17:37 – Delivering a claim check and overcoming fear at the kitchen table 18:43 – Why showing up during claims builds trust 20:40 – Heath and Rob discuss the mission behind insurance 22:32 – How Rob entered the virtual assistant space 23:43 – Hiring for impact, not headcount 24:39 – The story behind V!VA’s first hire 27:18 – How that first hire became part of V!VA’s origin story 29:13 – The evolution from “VA” to trained insurance team members 30:13 – Why checklists and SOPs are essential 32:03 – Using virtual assistants to document workflows 33:27 – Why Rob is willing to say no to the wrong client fit 36:01 – Cheap labor versus true partnership 37:26 – Building departments instead of relying on one person 41:06 – Why turnover is inevitable without documented processes 42:31 – The impact of losing a virtual assistant 44:21 – V!VA’s systems and strategy review process 45:48 – Quarterly check-ins and role alignment 47:12 – Virtual assistants, licensed agents, and career growth 49:17 – Why nearshore support can be effective for insurance agencies 51:06 – AI versus humans in the agency 53:30 – V!VA Front Desk and AI-powered communication 55:22 – AI for after-hours lead capture 56:48 – Cost savings, payroll, and E&O coverage 60:04 – How to contact Rob and access the Insurance Town offer 61:26 – The $1,000 setup credit for Insurance Town listeners Sponsors: Canopy Connect - get dec pages , gather information , meet your clients where they are Get a discount using my code !! 1fort.ai- it is AI for insurance agencies , save time, be more efficient and win more deals with 1 Fort AI Viva - see why more people are going to viva for near shore talent. And get a massive discount for being a listener of the show

Where do I even start when it comes to AI in my agency?

In this weeks episode the Mayor talks with Dave Rose, an agency operator at Bolt and former Liberty Mutual and Travelers leader, about what independent agents can learn from captive carriers, how connected distribution works, and how agencies can start using AI without overhauling everything. Dave brings a practical, operator’s perspective from both the agency side and the tech side, with a focus on real-world implementation rather than hype.In this episode, they cover the process discipline of captive agencies, the power of referrals and centers of influence in the independent channel, and why AI adoption is more about solving specific pain points than chasing tools. They also preview Dave’s ITC session on building an AI-first agency plan in 30, 60, and 90 days. Timestamps 00:00 — Intro, sponsors, and welcome to Dave Rose 08:24 — What Bolt does as a connected distribution platform 10:25 — What Dave learned moving from captive to independent 12:40 — Why independent agency success depends on knowledge, not just choice 15:03 — Centers of influence and building referral pipelines 17:05 — Why branding and marketing matter in the independent channel 19:19 — Why Dave wanted to be both an agency operator and technology builder 20:16 — How Bolt tests technology from the agency side first 23:04 — Why AI vendors all sound similar and what actually matters 24:57 — Advice for technology vendors: think through the agency lens 27:00 — The difference between insurance-first technology and tech-first insurance 28:17 — ITC and the growing role of agents at the conference 29:36 — A real example of an agency owner unsure where to begin with AI 31:18 — Why the industry is still early in its AI journey 34:13 — Three AI myths Dave wants to challenge 36:02 — Why AI should support, not replace, relationship-driven work 38:36 — Dave’s ITC session: practical next steps for agencies 41:26 — Agent Day at ITC and the value-first approach 42:23 — Session title: The AI First Agency: Your 30-, 60-, and 90-Day Plan in 15 Minutes 46:03 — The origins of Bolt and its connected distribution mission 47:28 — How Bolt connects lead generation, quoting, binding, and servicing 49:31 — Who should talk to Bolt and who benefits most 51:29 — How to reach Dave and Bolt 52:40 — Why ITC is worth attending for independent agents 54:58 — Why ITC works because of its concentration of knowledge and conversation Sponsors: Canopy Connect 1fort Viva If you have not registered for ITC Vegas. Go check it out and use discount code : 1AGSPKSNB for $200 off

How do I close more prospects ?

This week in insurance town Heath Shearon sits down with Martin Mashalov, co-founder of Gridpull, to unpack why buying more leads is not the same as getting more business. They dig into how appetite matching, renewal timing, and trigger-based prospecting can help agencies spend producer time more efficiently and improve conversion rates. Martin explains how his background in applied math and insurance analytics led him to build tools for finding better prospects, not just more prospects. The conversation stays practical throughout, with examples from restaurants, commercial real estate, and new business triggers. 00:00 - Welcome to the episode and the lead buying problem 05:22 - Why insurance complexity pulled him toward technology 09:55 - Modeling insurer risk and learning the agency and brokerage chain 12:04 - How lead buying became a prospecting problem 14:39 - Why volume alone does not fix lead performance 18:39 - What “appetite” means for agencies and carriers 20:29 - Restaurant examples and carrier appetite edge cases 27:17 - New business triggers as a smarter prospecting strategy 28:21 - Permits, hiring, and licensing as insurance signals 31:38 - Trigger stacking for stronger prospecting profiles 33:20 - Why Gridpull was built around a real workflow problem 34:08 - Where AI fits and where it should stay out of the way 39:30 - How Gridpull organizes renewals, contacts, and follow-up 42:43 - Using existing books of business for cross-sell opportunities 44:10 - Early conversion rate and revenue gains from Gridpool 47:40 - How Gridpull supports agencies beyond just software 48:13 - Contact options and demo availability 49:22 - Free trial, credits, and privacy considerations Sponsors : CANOPY CONNECT 1 Fort VIVA

How Can I Maximize My Conference Experience?

This week Drake Lawhead comes to visit us in Insurance Town to talk all things conference , and maximizing the conference experience. We get into what all goes into building a major industry event and how attendees can actually get value from showing up. They also dig into how ITC evolved from an investor-focused conference into a broader experience for agents, brokers, carriers, and the tech vendors serving them.We discuss why in-person networking still matters, how to prepare before a conference, and what makes ITC’s agent and broker programming different from a typical trade show. 00:00 - Welcome to Insurance Town and sponsor shoutouts 08:25 - What conference planning really looks like behind the scenes 09:36 - How conference teams handle complaints and reduce friction 11:42 - How attendees should prepare before a conference starts 13:25 - Why some people should attend with a plan and others should leave room for serendipity 15:46 - Why staying present beats taking conference-day Zoom calls 18:48 - Why in-person networking still beats digital connection 19:49 - How ITC’s app and meeting system help people connect fast 28:35 - Why insurance is a natural fit for technology and AI 31:09 - What ITC Agents attendees can expect from Tuesday through Thursday 33:43 - Expo hall, main stage, happy hours, and the closing concert 38:05 - Why ITC was built for introverts too 39:43 - Quiet zones, lounges, puppy park, and low-pressure networking 42:31 - How ITC borrows ideas from other conferences 45:01 - Why intentional networking matters more than just putting people in a room 46:45 - Why Drake enjoys the independent agency world 47:58 - Dates, location, and how to register 48:59 - ITC events around the world 50:49 - Final push to register and use the app 51:47 - Closing thanks and signoff Thank you to my Sponsors: Canopy Connect 1fort Viva Virtual Solutions

Should I give my clients my personal cell number ?

In this weeks Episode, I got the chance to talk to my brother, my homie, my main man, Casey Nelson of Agency X and Eclipse Insurance. We talked about a major career shift, returning to the agency side with Eclipse Insurance, and why that move is giving him a new lens on what works and what doesnt inside an agency. They also dig into Agency X, Casey and Jessica Holder’s upcoming behind the scenes podcast about fixing real agency problems in real time. Think, Reality TV meets VLog, meets Podcast, and all rolled into some entertaining and Educational Content built for insurance agencies. A big part of the conversation centers on the tension between old school workflows, modern automation, and AI, plus how agencies can adopt technology without creating chaos. Let me be real , this one gets SPICY, QUICK!! Timestamps 00:00 - Welcome to Insurance Town and sponsor rundown 02:25 - Casey joins the conversation and catches up with Heath 08:51 - Why agency owner alignment on process is non negotiable 09:46 - Paper workflows, printed emails, and missing documentation 14:07 - Why no insurance tech is truly ready out of the box 15:04 - Preparing clients for AI driven service changes 20:28 - Front door theory and getting everything into the ecosystem 22:24 - Why agents should stop using personal cell phones for business 24:14 - Relationship business vs order taker mentality 27:10 - The value of honest staff feedback on workflows 31:17 - How AI adoption has changed since the Zapier era 32:26 - Why agencies that resist tech risk falling behind 37:46 - AI fatigue and why younger generations may push back 39:21 - Why agencies should map pain points before buying AI tools 40:22 - Change one variable at a time and keep a baseline 41:38 - What is agency X 47:40 - Casey’s ITC speaking opportunity 49:10 - What Casey will talk about at ITC 50:42 - Why the agent and vendor halls at ITC are worth the trip 51:38 - ITC promo code details and closing thoughts 52:32 - Final thanks, future guest host plans, and signoff Sponsors: Canopy Connect 1Fort AI Viva Virtual Solutions

Can Voice AI Transform the Insurance Customer Experience?

This week in Insurance Town, I got to sit down with Francisco Lopes of Sonant.AI for a conversation about one of the fastest-growing technologies in the insurance industry: voice AI. Artificial intelligence has become one of the biggest topics in our business, but with all the excitement comes plenty of skepticism. Francisco and I discussed where voice AI has come from, why today's technology is dramatically different than the automated phone systems of the past, and how agencies can begin using AI in ways that improve both customer experience and operational efficiency. We also talked about the concerns many agency owners and employees have about AI replacing jobs. Francisco shared why he believes AI is best used to support people, not replace them, allowing agency teams to spend more time building relationships and solving complex client needs while automation handles routine conversations. Whether you're just beginning to explore AI or you're looking for practical ways to implement it in your agency, this episode offers valuable insights into where the technology is headed and what independent agencies should be doing today to prepare for tomorrow. Chapters 00:00 Introduction and episode overview 02:23 Francisco's background and journey from astrophysics to AI 08:01 Moving to Silicon Valley and the lessons learned building AI technology 12:00 How Sonant.AI found its niche serving independent insurance agencies 14:46 Overcoming skepticism about voice AI and changing perceptions in insurance 17:47 Why creating a great customer experience matters more than achieving technical perfection 21:56 Addressing concerns about AI replacing jobs and why AI should empower agency teams 28:50 The future of AI in insurance, agentic AI, and where agencies should begin 36:01 Practical advice for insurance agencies looking to implement AI today 38:00 How to connect with Francisco and learn more about Sonant.AI Sponsors: Canopy Connect- 1Fort AI Viva Virtual Solutions

The Future of AI in Insurance with Christina Lucas {LIVE}

There are some interviews you enjoy... and then there are conversations you genuinely don't want to end. This was one of those. Recorded live from the iconic Santa Monica Pier during InsuranceFest 2026, I had the opportunity to sit down with Christina Lucas of Google Cloud, and what a fantastic conversation it turned out to be. While many people know Christina for her work at Google Cloud, what really stood out was her incredible journey. From leading teams across the United States to living and working around the world, her experiences have shaped a unique perspective on leadership, innovation, and the future of our industry. She shared lessons learned from different cultures, different organizations, and different stages of her career—and in doing so, taught all of us something valuable. Of course, we couldn't sit down with Christina without talking about artificial intelligence. We explored how Google Cloud is helping transform the insurance industry, why trust and security remain at the center of innovation, and how organizations can embrace AI in practical, meaningful ways. Rather than focusing on the hype, Christina brings a thoughtful perspective on how technology can empower people and create better outcomes across the insurance ecosystem. We also discussed her newly co-authored book, Artificial Intelligence in the Insurance Industry, where she shares practical insights into how AI is already reshaping underwriting, brokerage, customer experience, operations, and leadership. Whether you're just beginning your AI journey or looking to take the next step, her perspective is one every insurance professional should hear. This episode is packed with leadership lessons, technology insights, and plenty of laughs along the way. I had an absolute blast recording this one, and I think you're going to enjoy every minute of it. A huge thank you to Christina for taking the time to join us and for sharing her wisdom with the Insurance Town community. A special thank you to our amazing sponsors for making Insurance Town possible: 🏙️ Canopy Connect – The easiest way to collect verified insurance information from your clients in minutes. 🏙️ 1Fort – Helping insurance agencies leverage AI to streamline submissions, improve workflows, and create more time to serve clients. 🏙️ VIVA Virtual Solutions – Providing highly trained virtual professionals who help agencies scale efficiently while delivering exceptional service.

The Relay of information !

In this weeks episode i interview my new friend Jerry Ye, we explore how AI is transforming the insurance industry through the lens of Jerry Ye, in this engaging episode. Learn about the practical applications of AI in streamlining workflows, enhancing client relationships, and the future agency model. The journey of Jerry Ye into the insurance and AI space, including his background in machine learning and entrepreneurship How AI is helping agencies automate manual tasks like policy checks, renewals, and COI generation The importance of integrating AI deeply into agency workflows versus superficial use The myths and realities of AI replacing versus augmenting insurance agents Practical tips for agencies to adopt AI, including buy versus build strategies and overcoming industry resistance Future vision: AI's role in reducing operational bottlenecks and enabling agents to focus on relationship-building Time Stamps 00:00 - Introduction to the episode and guest Jerry Ye 02:30 - Jerry's background in AI, entrepreneurship, and insurance 07:15 - Stereotypes in insurance: sales and service myths 10:45 - Why insurance remains resilient and adaptive 13:30 - The impact of AI on insurance agency workflows 16:40 - The role of call coaching and relationship building in sales 19:50 - AI's future in automating operational tasks and deep system integration 22:15 - The challenge of adopting AI in traditional, old-school agencies 26:00 - Key bottlenecks in agency operations: renewals, policy checks, and more 29:20 - The buy versus build debate in AI software adoption 32:00 - How integrated AI solutions should work in agencies 35:20 - Origin story of Relay AI and its mission 37:00 - The agency of the future and strategic AI adoption 40:00 - How to connect with Jerry and upcoming MAC Conference Sponsors! Canopy Connect 1Fort Insurance AI Viva Virtual Assistants Connect with Jerry Ye: LinkedIn Twitter

How to scale a family owned insurance agency.

In this weeks episde here in Insurance Town I got to interview my friend Jackson Rollo. In this episode Jackson, president of Rollo Insurance Group, shares how a second-generation family agency achieved remarkable growth by embracing unorthodox strategies rooted in community focus, technological innovation, and strong culture. Discover how intentional investment in people and purpose can transform an agency into a leading industry force. Main Topics Covered: The evolution and rapid growth of Rollo Insurance over the past five years, doubling its offices despite a 26-year history The agency’s dedication to community involvement, including volunteer programs that foster local relationships Reinventing agency culture: Building trust, loyalty, and unconventional hiring practices The importance of niching versus community focus, with insights into their local-market strategies in Arkansas How adopting technology and AI enhances human creativity and service, not replaces it Balancing profit, purpose, and team development within a family-owned business The mindset shifts necessary for agency owners to move from producer to leader Timestamps: 00:00 - Welcome & overview of Jackson Rollo’s agency story 04:10 - How culture evolution fuels rapid growth 06:15 - Local market dominance through community focus & tech adoption 09:00 - Debunking niche-focused growth: Community first approach in Arkansas 11:45 - The role of technology and AI in empowering staff 14:30 - Building trust and loyalty through unconventional hiring 17:00 - Leadership mindset: Transitioning from producer to leader 20:30 - Balancing family legacy with modern agency scaling 23:45 - Developing staff & the importance of loyalty and character 26:50 - Personal branding and empowering individual agency staff 29:40 - Reinventing agency culture: From day one to long-term growth 33:10 - Embracing contrarian approaches to agency success 36:20 - The value of investing in people for sustainable growth 39:45 - How to develop a future-focused, innovative agency culture 43:20 - The impact of AI and technology on human creativity & problem solving 47:15 - The evolution of Jackson’s personal leadership & maturity 50:45 - Traits of team-building and loyalty seen in Jackson’s family business 54:50 - Managing local engagement while embracing technology 58:15 - Connecting with Jackson & resources for agency growth Canopy Connect 1Fort Viva

A 90's Kid's Guide to Personal Branding

In this episode of Insurance Town, we've got a Mayor Solo episode. No guest this week, just me and my fellow citizens of Insurance Town. Today, we're tackling a topic that I think has become way more complicated than it needs to be: personal branding. I'm going to challenge some of the biggest buzzwords in business and marketing today. What if "personal branding" is really just your reputation? What if authenticity is simply being true to yourself? What if networking is nothing more than making genuine friends? As a 90's kid, I don't think these ideas are new. I think we've spent the last twenty years creating new words for principles our parents were teaching us long before social media, LinkedIn, and personal branding became a thing. In this episode, we'll talk about how to intentionally build a reputation people trust, how to protect that reputation, why "fake it till you make it" is a dangerous philosophy, how to discover who you're uniquely called to serve, and why the strongest personal brands aren't manufactured they're built one promise, one relationship, and one act of integrity at a time. If you've ever wondered how to become known, trusted, and remembered without pretending to be someone you're not, I think you're going to enjoy this conversation. In this episode, you'll learn: Why your brand starts long before you ever have a "name brand" The difference between reputation and personal branding—and why it matters Why "fake it till you make it" may be holding you back How being true to yourself is actually the easiest long-term branding strategy How to identify the people you truly want to serve Why trying to serve everyone weakens your reputation How to define what you want to be known for Why protecting your reputation sometimes means saying "no" to the wrong clients How one bad-fit customer can impact your culture, your team, and your future business Why networking is really about building genuine friendships, not collecting business cards A simple way to talk about what you do without sounding like everyone else How to build a reputation that creates trust, referrals, opportunities, and long-term influence Sponsor Shout out: 1Fort AI is changing the insurance industry, but the biggest opportunity isn't just automation, it's having proactive digital teammates that help your agency work smarter every day. Learn more at https://1fort.com. Canopy Connect Eliminate manual data entry and create a better client experience with Canopy Connect. Their technology allows prospects and clients to securely share insurance information in minutes. Learn more at https://usecanopy.com/heath. VIVA Virtual Solutions Looking to grow your agency without adding unnecessary overhead? VIVA Virtual Solutions connects insurance agencies with highly trained virtual professionals who can help you scale your operations while delivering exceptional service. Learn more at https://vivavs.com.

Is your AI Reactive or Proactive?

Most insurance agencies are still using AI like a search engine. They open ChatGPT. They ask a question. They get an answer. That’s useful. But it’s also reactive. The next generation of AI doesn’t wait to be told what to do. It monitors activity, organizes information, surfaces opportunities, flags missing data, drafts communications, and helps move work forward before anyone even asks. That’s the difference between using AI as a tool and working alongside an AI Digital Teammate. In this episode of Insurance Town, Heath Shearon sits down with Caleb Cramer of OneFort to explore how proactive AI is reshaping insurance agencies, commercial insurance workflows, and the future of agency operations. Together, they discuss why the conversation around AI needs to move beyond chatbots and prompts toward intelligent systems that actively support producers, account managers, and agency owners throughout the day. From commercial submissions and renewals to proposal generation, risk assessment, and customer communication, this episode provides a practical look at how AI is becoming an everyday teammate for insurance professionals. Most importantly, Heath and Caleb explain why the agencies that thrive over the next decade won’t replace people with AI. They’ll empower people with AI. Episode Chapters 00:00 — The Shift from Reactive AI to Proactive AI 02:11 — Meet OneFort: Your AI Digital Teammate 04:10 — Why Insurance Is Ready for Its Next Technology Leap 06:02 — Will AI Replace Insurance Professionals? 08:17 — AI-Powered Commercial Insurance Workflows 11:25 — Why Waiting on AI May Be the Biggest Risk 12:25 — The Rise of Proactive AI 16:44 — Lessons from Previous Technology Revolutions 18:23 — Thinking Beyond Today’s AI 22:15 — Why Human Connection Matters More Than Ever 27:36 — Personalization at Scale with AI 32:39 — Building Trustworthy AI for Insurance 37:22 — Why Humans Stay in the Driver’s Seat 43:24 — Security, Privacy, and Responsible AI 45:51 — Overcoming AI Skepticism Inside Agencies 50:07 — Commercial Insurance Renewals Reimagined 55:24 — Where Agencies Save the Most Time 58:35 — Simple Pricing and Fast Adoption For decades, insurance technology has waited for us to click the next button. The next generation won’t wait. It will organize, prioritize, recommend, draft, monitor, and help move work forward before anyone asks. That’s the promise of proactive AI. Not replacing insurance professionals. Creating AI Digital Teammates that handle the routine work so people can focus on building trust, advising clients, and growing their agencies. The future of insurance isn’t simply using AI. It’s working alongside it. Insurance Town Sponsors 1Fort AI – AI digital teammates built specifically for insurance agencies Canopy Connect – One-click insurance data collection VIVA Virtual Solutions – Insurance-trained virtual assistants Connect with Caleb Cramer LinkedIn 1fort on Linkedin

From Family Agency to Insurance Business Rising Star | Kelly Smith

In this week’s episode of Insurance Town, I had the privilege of sitting down with my good friend Kelly Smith. Kelly is one of those people who has truly lived the insurance industry from every angle. She grew up in a family agency, spent time at the front desk, worked in personal lines, commercial lines, agency operations, underwriting, carrier sales, and now helps independent agencies grow through her work with FirstChoice. What I loved about this conversation is that Kelly’s story is not just about insurance. It is about curiosity, hard work, education, family, leadership, and finding your place in an industry that can open a lot of doors if you are willing to keep learning. We talked about what it was like growing up in an independent agency, hiding under desks, messing with paper files, and learning the business from the inside out. Kelly shared how that agency background gave her a completely different perspective when she moved to the carrier side. She understood the urgency agents feel because she had sat in that seat herself. We also talked about her passion for education. Kelly shared a powerful story about being homeschooled, feeling behind academically when she started college, and how that experience fueled her desire to keep learning. Since then, she has earned multiple designations, completed her CPCU, and recently finished her MBA in insurance. The best insurance professionals don't just master one job. They learn the entire ecosystem. Kelly's career took her from an independent agency to the carrier side and now to helping agencies grow through a network. Each step gave her a new perspective that made her more valuable. Whether it's earning a designation, volunteering with an association, mentoring others, or simply staying curious, investing in your education compounds over time. Your next opportunity often comes from something you're willing to learn today. One of my favorite parts of the episode was our conversation about the next generation. Kelly’s daughter recently attended risk management camp at App State, and we talked about how important it is to show young people that this industry is bigger than home and auto insurance. There are opportunities in sales, underwriting, claims, marketing, leadership, technology, agency ownership, and so much more. Kelly also shared what it means to be recognized as one of Insurance Business America’s Rising Stars. Her humility really came through in this part of the conversation. She talked about being grateful for the opportunities she has had, but also wanting her story to encourage others, especially women and young professionals, to see what is possible in this business. 00:00 Welcome 02:35 Born Into Insurance 06:00 Agency vs. Carrier: Seeing Both Sides 09:10 Can We Attract the Next Generation? 12:20 From Homeschool to MBA 17:45 Why Education Creates Opportunity 23:45 Leadership Through Service 26:00 Becoming an Insurance Rising Star 30:15 Helping Independent Agencies Grow 31:45 The Truth About Insurance Networks 35:45 Connect with Kelly 36:50 Sponsors & Closing If you're looking for one of the most innovative events in the insurance industry, check out Insurance Fest, hosted by Insurance Business America. It's not your typical conference. You'll hear from industry leaders, discover what's next in insurance, and connect with people who are helping shape the future of our industry. It's also where today's guest, Kelly Smith, will be recognized as one of Insurance Business America's Rising Stars, an honor that's incredibly well deserved. After hearing her story, I'm sure you'll understand why she's being recognized as one of the industry's emerging leaders. I'll be there as well, speaking on stage and recording a live episode of Insurance Town with Christina Lucas from Google. If you're planning to attend, come find us. Stop by, say hello, celebrate Kelly's accomplishment, and join us for the live podcast recording. I'd love to meet you in person. To learn more or register, visit Insurance Business America's Insurance Fest. I hope to see you there. Sponsors Canopy Connect 1Fort AI Viva (00:00) - Welcome (02:35) - Born Into Insurance (06:00) - Agency vs. Carrier: Seeing Both Sides (09:10) - Can We Attract the Next Generation? (12:20) - From Homeschool to MBA (17:45) - Why Education Creates Opportunity (23:45) - Leadership Through Service (26:00) - Becoming an Insurance Rising Star (30:15) - Helping Independent Agencies Grow (31:45) - The Truth About Insurance Networks (35:45) - Connect with Kelly (36:50) - Sponsors & Closing

• Chapters