Can you tell us about how you got your start in the insurance industry?
I got my start in 1993. After graduating college, I was working in industrial sales when the father of a close friend, a well-known Shelby Mutual agent in Ohio, recommended I explore a career in insurance. He had gone through their training program, and they were hiring a new class of trainees.
I applied and was accepted into the program. My initial focus was on commercial underwriting, and in 1994, I was transferred to Greensboro, North Carolina.
That office eventually changed, but that’s how my journey in the insurance industry began.
We recently published a white paper on the market softening. What steps are you taking or advising others to take in preparation for this shift?
What’s unique about this shift is that carriers are starting to focus more on growth again. However, they haven’t necessarily eased up on rates, coverage forms, or underwriting appetites just yet.
For example, some carriers still impose restrictions on the age of roofs for new homes to qualify for coverage. I don’t foresee them easing this requirement in 2025. Instead, I think they’ll maintain those restrictions as they work to improve their results, while also pushing for more growth from their agent partners.
We're having to help agents balance that, and I think the key focus for 2025 will be carrier-agent engagement.
Agents need to make sure they’re meeting basic requirements, like writing their two policies a month, to maintain their codes as carriers begin to shift their focus back to growth. During the hard market, carriers were more focused on results and were fine if agents didn’t grow.
While those results are still important, carriers now want to focus on growth as well—they want it all. So, we’re definitely seeing the pendulum swing back in that direction.
What’s next for you and your team? How are you preparing them for the new year?
As we wrap up the year, we’re focusing on helping leadership agents maximize opportunities like ProfitShare and ensuring those on the cusp of leadership reach their goals. It’s about positioning everyone to fully leverage the network’s benefits.
Looking ahead, engagement will be key.
Carrier partners are increasingly expecting growth from their agent relationships, despite challenges like market and rate increases. We’re helping agents balance these challenges while ensuring they maintain the carrier codes they’ve worked hard to earn. We’re also identifying new opportunities—whether through new carriers or product offerings.
When it comes to prospecting, tools like Sales Navigator and recent industry changes open up great opportunities. This gives us a chance to help agents spread their business across multiple carriers and grow stronger.
Moving forward, diversification and growth will be top priorities.
What advice would you share with new agents joining the team? How can they set themselves up for success?
Coming out of the hard market, it’s been challenging for new agents, especially those starting from scratch without much experience. During this time, carriers weren’t actively appointing new agents, and even Smart Start personal lines had limited products.
Because of this, we had to help new agents set realistic expectations and encourage them to focus on areas like commercial lines or surplus markets where opportunities were more available.
Thankfully, the market is starting to shift, and carriers are becoming more open to appointments. We’ve also expanded product access through additions like Orion180 and Northwest Farmers in North Carolina, providing new agents with more options and resources to succeed.
For new agents, my philosophy is to do whatever we can to help them succeed—even if that means advising them to wait a bit before launching their agency. Starting an agency is a big decision that impacts your livelihood, so it’s important to ensure you’re in the best position for success.
Sometimes waiting a few months for the right timing can make all the difference. Regardless, we’ll stay connected, provide support, and set clear expectations to help them thrive when the time is right.
Every state faces unique challenges in the insurance industry. What specific obstacles do you see for agents in North Carolina?
North Carolina has some unique challenges due to its regulatory structure, especially with the Department of Insurance (DOI) and the Rate Bureau.
For example, the DOI and Rate Bureau have different priorities—one focuses on protecting consumers, while the other ensures carriers remain financially stable. This creates a complex environment for agents, especially those relying on personal lines.
We’ve seen carriers like Donegal, Main Street America, and GUARD pull out of the personal lines market in North Carolina, which has made it tougher for agents than many might expect, especially compared to states like Florida. However, there are signs of recovery with carriers like Orion180 and Heritage returning with new products.
A significant challenge for agents is the cost and complexity of doing business in North Carolina, where carriers often need to reprogram their systems to comply with state regulations. This can be costly and time-consuming. Also, while some large carriers, like NatGen and Progressive, focus on preferred auto lines, it creates a situation where home and auto policies can’t be bundled together. This means agents miss out on the discounts they would typically get for offering package deals.
Because of this, agents need to rethink their strategies and fully understand the local market before jumping in.
It’s important to set clear expectations, know which products are available, and navigate the specific challenges of the North Carolina insurance market.
With around 150 competitors, what makes us the go-to choice for our partnered agencies? What do we offer that keeps them coming back?
What's unique about Smart Choice is how we support our agencies, setting us apart from the competition. We help agencies increase revenue, whether by aggregating dollars, negotiating better commission rates, or offering backend incentives.
But it’s more than just that—market access and the hands-on support from our team are key differentiators. We act as consultants for your agency without the added cost.
Every day, we help agencies solve problems, from finding coverage for specific clients to guiding them through complex situations. For example, I recently helped an agent understand why a client’s inspection issue was affecting their account and walked them through the solution.
We also provide support with billing, client training, and agent resources.
A big part of our growth comes from word-of-mouth referrals from existing agents who see the value we bring. For instance, agents who once worked for the North Carolina Farm Bureau often reach out to me after they see what we’ve done for their colleagues.
Our approach is simple: do right by the agent every day, no matter what.
It’s not about immediate gains for me or Smart Choice; it’s about being an advocate and a resource for our agent partners. Our carrier partners also play a significant role in our success—they trust us to bring vetted agents who are a good fit. It’s about fostering strong relationships and working for the benefit of everyone involved, not just ourselves.
Sincerity, empathy, and trust in these relationships have been key to our growth.
Can you share the story of an agent you've brought on who ended up being successful, satisfied, or fulfilled in their journey with us?
We’ve had quite a few success stories, but one that stands out is Tammy Lamberth. She was one of my earliest agents, and when she came to us, she was transitioning from a captive environment, essentially starting from scratch.
She left everything behind, including non-competes and clients, and was uncertain if the markets would follow. We helped her navigate that transition, and she’s been successful with us ever since.
Another example is an agent who was a producer within one of our agencies. After the owner retired, he bought it out and was considering leaving Smart Choice. After a conversation, we managed to secure profit-sharing for him, which he wouldn't have received on his own.
Not only did he see the additional income through our network, but we also supported him when a major carrier started pulling out of a key market segment. Despite this, he was able to retain over a million dollars in business when many agents were losing that same book.
We also worked with an agent who left a captive company and came to us from New York. He needed New York authority, which was hard to get at the time, but we guided him through the process to get it.
At the core of it, it’s about doing right by the agent. Whether it’s helping them with billing issues, claims, or market access, we’re responsive and dedicated to providing value—without focusing on how much money we make.
Our focus is always on our partners.
When we take care of them, they’ll keep coming back to us. And that’s reflected in our growth and success both in North Carolina and across the organization.