Today’s Insurance Challenges Are Stressful
When you think about today’s insurance challenges, do you immediately get stressed? I do! From non-renewals, rate increases, markets tightening, and the non-stop need to keep up, every day is close to burnout. But I am here with good—no, great—news! We can help you deal with and handle stress. No, we can’t stop it, but we have developed very clear strategies that will help you identify, handle, and move on from stressful situations.
Stress is part of life. In fact, doctors even note that some stress is good. Today’s insurance challenges have been non-stop. However, have you ever seen someone you work with always seeming to have it together? They get tense sometimes, but for the most part, their head is up, they seem in control, and they don’t get down. Have you ever thought, “What medication are they on, and how can I get some?”
Well, they have the best-kept secret in insurance. They have a positive attitude, an open mind, and the mindset of zen. Rather than letting everything build up, they instead focus on what they can control and let go of what they can’t control.
Here are some examples of items that get you stressed and that you have no control over:
- If people are happy with their insurance premium
- If a claim will get paid
- If an inspection comes back with requirements
- If a client bad mouths you or the agency
- If a client pays their premium
We need to instead inform the client, educate them of their options, and let them decide what to do. In insurance, we are always trying to make people happy, like insurance is Disney World. It’s not. We can all talk too much and instead need to move on to the next client who needs us. Too often, we are looking for agreement when all we need is action.
Because of this, we came up with our Agency Stress-Busting Philosophies, and we are excited to share them with you!
If this is getting your team down, learn more about our 4-part series: Cool, Calm, Covered: Mastering Insurance Job Stress.
#1: You Can’t Care More About Their Insurance Than They Do
Remember, it’s not your policy—it’s theirs. Have you ever stressed out because a client let their policy lapse, and you were worried sick, all while they were out to dinner without a care in the world?
We do need to care, but we need to care with boundaries. We strongly believe that agencies need standards for the number of times they will follow up with a client. Once you hit the standard, you need to move on to the next client who needs you.
You may be caring more about their insurance than the client does, and we can all admit this is adding to our stress as well as being an unhealthy behavior.
#2 Consequences
In every other industry, I have consequences. Too often, we try to protect our clients from harsh outcomes. When someone lapses, it can create more work for us to “fix” it. But do we really need to take on that stressful burden? Today’s insurance challenges are already enough! Our responsibility is to inform the client, educate them on their options, and let them make the decision that is right for them.
However, I often see agents feeding the monster, coming in like a helicopter mom to remove all pain points. But pain points are valuable—they help teach clients that their actions have consequences.
Here are some examples:
- Someone doesn’t satisfy underwriting memos
- Non-payment
- Not complying with audits
- Not completing an E&S application and sending in payment
Here’s the thing—let the consequence happen. Yes, you may have to remarket them if they lapse, but they will learn a valuable lesson.
There is no other vendor I deal with who follows up with me as much as an independent agent does.
#3 You Choose Your Attitude and It’s Contagious
I’m not sure why, but the attitudes in agencies have been horrid lately. Yes, we are in a hard market, some agencies are struggling with staffing, and the clients are grumpy. However, if you focus on what you can control—you can control your own attitude. Why are we letting clients pick our attitude? It’s our choice!
So, how can you fix your attitude when it’s broken?
- Focus on how you win your day – you get to pick not the underwriter or client!
- Ask yourself – will this matter in 1 year? If not, don’t let it drain your battery
- Focus on gratitude – there is someone out there that would love to have what you have
Remember, venting is very contagious. Vent for 30 seconds and then go make the next call the best call of your day.
#4: Reaction & Response
We are all people, right? Remember, your clients are also reacting to today’s insurance challenges. For them, they aren’t expecting some of the non-renewals and rate increases. When you receive challenging news, most of us have a reaction. Imagine you are at the airport and your flight is canceled—do you have a reaction? Is it pleasant, or do you sometimes regret what you said or did? That’s right, you’re a person.
Our clients are the same. They have a reaction, and then they calm down to the point where you can help them. Think of this: when a toddler has a tantrum, they go to sleep afterward because they can’t keep up that level of energy for too long. Clients will calm down!
Here’s the tip: while the client is venting, think about what made them so upset. I used to imagine their cat threw up, their kid flunked math, they forgot their lunch, and they have deodorant on their shirt—and now this! Once you humanize them and recognize that they are having a reaction, their response becomes less stressful.
#5 The Factory Reset
When today’s insurance challenges really get to you, it’s time for a factory reset. Just like your computer needs to be restarted, you might too! When you’re so stressed you can’t think straight, you need to override your nervous system. Instead of plowing through work and risking a mistake, restart your computer and take an emotional lap around the office.
When you come back, you’ll have a fresh, clean slate on your computer, you’ve stretched your legs, and you’re ready to refocus. Don’t laugh at the factory reset!
#6 Your Role is News, Educate, Decide
Yes, providing a client with difficult news is never fun, and that’s okay! Most industries have to deliver bad news at some point. In insurance, we need to recognize that we are not the news—we are simply the delivery channel.
We do not have to fix the client’s insurance or options. Our role is to deliver the news, educate the client on their options, and let them decide. We all need to talk less. When we overtalk, we often end up escalating the situation for both sides. It’s perfectly fine to provide the client with the necessary information and give them space to make a decision.
#7 Don’t Borrow Problems From the Future
Insurance agents can significantly reduce stress by avoiding the habit of borrowing problems from the future. Often, agents worry about potential issues that may never arise—like anticipating a difficult client interaction or assuming the worst about an upcoming renewal. Instead, focusing on what can be controlled today helps agents stay productive and grounded.
By addressing tasks and challenges one step at a time, agents can avoid the mental overload of “what if” scenarios and conserve their energy for actionable priorities. As the saying goes, “Don’t cross a bridge until you come to it.” Trust your processes, lean on your training, and tackle challenges as they arise, rather than wasting energy on imagined obstacles.
#8 Eat the Frog
We can reduce stress and increase productivity by embracing the “eat the frog” principle—tackling the biggest, most challenging task first thing in the day. This strategy prevents procrastination and frees mental energy for the rest of the day, as the hardest task is already behind you.
Whether it’s resolving a tricky client issue, completing a complex renewal review, or addressing overdue follow-ups, prioritizing the most daunting task helps you feel accomplished and in control. By eating the frog early, agents set the tone for a productive and efficient day, clearing the path for smoother and more focused work.
#9 Lock the Spicy Client In the Drawer
If you have a difficult client interaction, what do you go home thinking about—the upset client or your 95% success ratio? I bet it’s the upset client, but the facts show you had a 95% success rate.
If you bring up that client at dinner, you’ve just made them part of your meal. Did you mean to do that? I don’t think so. Instead, when you leave the office, take a moment to mentally lock all the upset clients in your desk drawer. Leave them there, go home, and unwind. The upset client will still be there tomorrow.
#10 Be an ER Nurse
Insurance agents can greatly reduce stress and increase efficiency by operating like ER nurses rather than a deli counter. ER nurses prioritize tasks based on urgency and importance, addressing critical issues first while managing their workload systematically. In contrast, a deli counter operates on a “first come, first served” basis, which doesn’t account for the varying urgency of tasks.
By adopting the ER nurse mindset, agents can focus on high-priority client needs, such as urgent claims or upcoming renewals, while creating structure for less critical tasks. This approach ensures that no time is wasted on unnecessary back-and-forth, and clients receive the right level of attention and care when they need it most.
#11 First-Call Resolution
Transforming your efficiency as an independent insurance agent starts with embracing First-Call Resolution (FCR). FCR involves resolving a client’s inquiry or request during the first interaction, eliminating the need for follow-ups and creating a streamlined workflow. Whether it’s a billing question, policy update, or coverage quote, handling tasks in real-time helps you stay organized, reduce errors, and build stronger client relationships.
By completing and documenting tasks on the spot, you free up time to focus on growth opportunities like cross-selling or prospecting. Adopting FCR empowers you to deliver exceptional service while maximizing your productivity.
#12 Work Within Your Role and Trust the Process
Transforming your efficiency as an independent insurance agent begins with trusting the process and working within your role. Too often, agents take on tasks outside their responsibilities or micromanage every detail, leading to unnecessary stress and burnout. By following established processes and focusing on your role, you allow the team to work together seamlessly while maintaining balance and clarity.
Trusting the process means letting go of what’s not yours to control and focusing on what you do best—serving clients and delivering value. When everyone stays in their lane, the quantity of work becomes manageable, stress decreases, and the agency operates like a well-oiled machine.
Bonus: No Drama Llama
Transforming your efficiency as an independent insurance agent means embracing the “No Drama Llama” mindset. This approach focuses on staying calm, avoiding unnecessary involvement in client drama, and delivering the best outcomes. When emotions run high, it’s easy to get pulled into reactive, unproductive patterns that drain time and energy.
Instead, agents who maintain a cool head can prioritize solutions, guide clients with confidence, and keep workflows on track. By letting go of drama and sticking to facts, you create a more positive environment for yourself, your team, and your clients—all while improving efficiency and effectiveness.
Conclusion To Stress & Today’s Insurance Challenges
In today’s insurance landscape, where stress and challenges seem to pile up daily, finding ways to stay calm, efficient, and effective is essential. The strategies outlined in this blog are designed to help agents not only survive but thrive under pressure. From embracing first-call resolution and working within your role to adopting a “No Drama Llama” mindset, these tools provide a clear path to reduce stress and improve productivity.
By letting go of unnecessary worries, focusing on actionable priorities, and trusting proven processes, agents can transform their workdays into more manageable, rewarding experiences. As you apply these strategies, remember that staying proactive and solution-oriented will not only improve your workflow but also enhance the experience for your clients, team, and yourself. Let’s turn challenges into opportunities and keep moving forward!
Check out our new 4-part series on Cool, Calm, Covered: Mastering Insurance Job Stress
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