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Running an agency today means juggling growth, technology, and people. At HubSpot’s INBOUND conference (my favorite marketing conference), I heard ideas that apply directly to independent insurance agencies. Below are a few of the big takeaways, explained in plain language, with concrete next steps you can try right away.
Beacuse I can't shout this from the rooftop enough, I want to start with - NEVER put personally identifiable info into AI. Yours or your customers. Don't let this keep you from using the great tools though.
1) Trust is the new tech stackTranslation: Your technology matters, AND people buy from those they trust. Inside your agency, culture (how your team treats each other) is your “second product.” Outside, clients want to know: Can I trust you with my data? My money? My future?
Next steps for agency leaders Simple: Add a “How We Protect Your Data” statement to your website and proposals. Advanced: Publish a quarterly trust update (security, customer service stats, client satisfaction) and share it with clients.
2) AI is moving from “assistant” to “co-worker”Definition: AI (Artificial Intelligence) is software that can learn from data and perform tasks (writing, summarizing, predicting).
New twist: AI Agents are mini AIs programmed to do specific tasks repeatedly (like summarizing meeting notes or sending follow-ups) without you having to write a prompt each time.
Why this matters for agencies Imagine walking into a renewal meeting where AI has already pulled the account’s recent claims, loss history, and three suggested talking points. This may be built into your AMS already.
That’s AI as a co-worker, not just a “chatbot.”
Next steps Simple: Use AI to draft meeting prep sheets: company snapshot, 3 risks to explore, and 3 questions to ask. First, ask your AMS provider, or Catalyit, what is built into your current tool.
Advanced: Build small AI agents to automate admin work (e.g., creating renewal reminder emails) or use an AI prospecting tool to get a better understanding of what may motivate a person you may be pitching. This site has a ton of great AI agents.
3) Safety first: Beware of “prompt injection”Definition: Prompt injection is when bad actors sneak instructions into text (like an email, PDF, or website) that trick AI into leaking sensitive info. Why this matters for agencies Next steps Simple: Tell your team: Don’t paste client data into public AI tools like ChatGPT. Advanced: Write an AI Acceptable Use Policy for staff and stick to safe, approved tools. We have a template!
4) Compete with story, not just priceThe most successful companies lead with a clear narrative—a story that explains why they exist and how they’re different. Why this matters for agencies Competing on price makes you a “price taker.” Telling a strong story makes you a price setter. Example: Instead of “we sell insurance,” say: “We protect small business owners so they can sleep at night without worrying about risk.”
Next steps Simple: Write a one-sentence positioning statement: We help [ideal client] reduce [risk] by [unique approach]. Advanced: Track competitor updates (new hires, product launches) using tools like Feedly (news alerts) or VisualPing (website change alerts). These tools are so cool.
5) Rethink onboarding: switch to “everboarding”Definition: Everboarding means continuing to educate and support clients long after the first 90 days. Why this matters for agencies Clients forget half of what you tell them in a kickoff call. Education needs to be ongoing. Even a short embedded video (explaining how to file a claim, for example) boosts retention and satisfaction.
Next steps Simple: Record three 60-second videos: How to request a certificate of insurance What to do in the first 48 hours of a claim Cyber hygiene basics for employees
Advanced: Create a learning pathway for clients (e.g., renewal reminders, compliance tips, safety training videos) delivered throughout the year.
6) Perception matters more than realityKey point from INBOUND: You can’t argue someone out of their perception. Instead, ask questions to understand how they see it. Next steps Simple: In every client meeting, ask: “What makes this issue important to you right now?”
Advanced: Train your staff in curiosity-based conversations—focusing on learning, not winning arguments.
30-Day Quick Start for AgenciesHere’s how an agency can apply these lessons in the next month: Week 1: Publish a Data & AI Safety Policy (internal + client-facing). Week 2: Pilot an AI Meeting Prep Sheet for renewal calls. Week 3: Record and send out three micro-videos (claims, COI, cyber tips). Week 4: Write a 1-sentence positioning statement and add it to your website & proposals.
The Bottom LineAI isn’t here to replace producers or CSRs - it’s here to fill potholes (summaries, reminders, prep work) so your people can spend more time building trust and telling your story. Start small, stay safe, and focus on tools that make your team more effective every day.
Thoughts? jfurst@biginy.org
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Buffalo, NY | September 30, 2025
Big I New York's first-ever Women in Insurance Summit was nothing short of extraordinary. From the moment the doors opened, the energy was electric. The ballroom filled with women ready to learn, share, and elevate each other. The day brought authenticity, laughter, vulnerability, and serious leadership lessons that left attendees inspired to take action.
As one attendee put it: “It was just terrific to be with a group of smart women that are committed to the insurance business." The excitement and momentum doesn't have to wait until next year. Here are 10 takeaways from a day that reminded us all that the future for women in insurance is very bright:
1. Confidence Is Contagious When you speak about your goals with clarity and pride, people pay attention. Jenn Urso reminded us to stop apologizing for our success and start asking for what we want. Authenticity attracts opportunity.
2. Perfection Is the Enemy of Progress
Tinsley English tackled “perfection paralysis" head-on. Her message: leadership isn't about flawless execution, it's about growth, courage, and showing up even when you're unsure. Progress beats perfection every time.
3. Own Your Story & and Tell It Boldly
Jenn also showed us the power of the personal pitch, not the stale “elevator pitch," but an authentic story that feels true to who you are. Your story is your leadership tool. As one participant said: “Finally have a written, structured personal pitch—it's been in my head for years but never took the time to refine it."
4. Delegate Like a Leader
Delegation is trust in action. Tinsley's stories about overcoming delegation anxiety hit home for many leaders in the room. True leadership is about empowering others, not doing it all yourself.
5. Activate Your G-Force
Tinsley's concept of G-Force, Grit, Growth, and Gumption, gave attendees a new lens on leadership. “Loved learning about the G-Force," one participant shared, “and taking time to craft my personal pitch."
6. Name Your Imposter, Then Leave It Behind
We all have that little voice of doubt. Tinsley urged us to give it a name, acknowledge it, and move forward anyway. The room buzzed with nods as women recognized themselves in her story and made the decision to let that imposter go.
7. Build Relationships Before You Need Them
The “No Bad Questions" panel featuring Marya Propis, Ashley Engl, Kelly Gonyo, and Jacquie Kelly Caden, moderated by Lisa Lounsbury was packed with wisdom about networking and mentorship. One attendee summed it up beautifully: “The togetherness and sharing of all the women… it's amazing how connected people can be. It felt inspiring."
8. Treat Every Opportunity Like It's Your Own Business
Panelists shared candid stories about career pivots, board service, and leadership at every level. The message was clear: whether you're new to the industry or a seasoned pro, take ownership of your career like it's your own company.
9. Lift as You Climb
The women on stage spoke passionately about the importance of mentorship and service. The value of community came through loud and clear: when one of us grows, we all rise.
“Thank you to everyone who had a hand in putting on this event," another attendee shared. “It was wonderful to see so many women in one room, rooting each other on."
10. Lead with Vision and Joy
We were guided into reflection and action; Tinsley helped us in defining our personal North Star goals. Many attendees left with renewed clarity about their purpose and impact. “The flow was great, atmosphere was amazing, and energy was top notch!" one participant wrote. “I left feeling proud, inspired, and ready to take on more."
By every measure, engagement, energy, and emotion, this first Women in Insurance Summit was a resounding success. “I am continuously amazed at what the Big I New York team does," one attendee said. “Yesterday's event was top-notch."
Here's to carrying that momentum forward into boardrooms, classrooms, agencies, and every corner of our industry. Because when women show up with Grit, Grace, and Gumption, everyone wins!
See you at next year's Women in Insurance Summit!
View Event Photos
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|  Penalty by Nick Youngson CC BY-SA 3.0 Alpha Stock Images
The New York State Department of Financial Services (DFS) insurance regulations require agents and brokers to take certain continuing education (CE) courses. Some of them have falsely stated on their renewal applications that they took the courses. It didn't end well for them. We strongly urge all licensed agency principals and employees to take the courses and answer the renewal application questions truthfully. In late 2021, DFS announced that it had adopted a regulation requiring agents and brokers to include the following instruction topics in the 15 hours of CE they must take to renew their licenses: - At least one hour of insurance law,
- At least one hour of ethics and professionalism, and
- At least one hour of diversity, inclusion, and elimination of bias.
In addition, those whose licenses are for one or more property and casualty lines of authority must take: - At least one hour of flood insurance instruction, and
- At least three hours of enhanced flood insurance instruction if they sell flood insurance through the National Flood Insurance Program. While the regulation is not clear on this point, we recommend that anyone selling any flood insurance product (whether or not it is NFIP branded) take this instruction.
These course requirements apply to all licenses renewing after March 31, 2022. Apparently, some agents and brokers have tried to skirt the rules. Each month, DFS publishes a report of disciplinary actions against insurance companies and other licensees. A word search of the phrase “required courses" in the last four reports generated these results: Of the 22 individuals who were disciplined for this infraction, 19 were fined $7,500 each. DFS revoked the licenses of the other three. The takeaway here is that DFS is actively enforcing the mandatory instruction requirements. The department had the authority under New York law to implement this requirement, and it did so after reviewing extensive public comments from Big I New York and other interested parties. The rules must be obeyed. We and other organizations offer the required courses, typically online at the student's convenience. Whichever CE provider you choose, we urge you to comply with the mandatory instruction requirements. We don't want to see anyone forced to pay $7,500 or lose their license over a few hours of CE instruction.
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Kelly Gonyo is an industry leader serving as Chair of the Big I NY Board and the Founder and President of Blue Line Insurance Agency. Since 2001, she has worked nearly every role in the independent agency world and grown Blue Line into a multi-location operation in Lake Placid, Champlain, Tupper Lake, and Ellenburg Depot.
A commercial insurance specialist and builder of talent, Kelly champions the development of independent agents while staying close to clients. Her leadership extends into the community as treasurer of the Lake Placid Olympic Museum board, a board and loan committee member for the Adirondack Economic Development Corporation, and an active member of the Lake Placid Lions Club.
Away from work, she loves traveling and time with her family.
We asked Kelly several rapid-fire questions about leadership, her role shaping Big I NY, and what it means to lead as a woman in our industry. Grab your notebook; you’ll want to jot this down.
Q: Where did you grow up and what part of that place still shows up in how you live your life today? A: In the “real” upstate NY in a small town called Mooers, NY. It’s about as far Northeast as you can get on the NY/Canadian border. The best way to explain how where I grew up shows up in my life today is “Community.” Our offices are all in small towns that thrive because of the community that supports us, and we support back. It doesn’t escape me that the reason I am able to provide jobs, have a thriving business, and support my community is because of our clients that choose to do business with us. They are a very big part of who we are and why we do it well.
Q: In one sentence, why does the Big I NY community matter to you personally? A: BIG I NY has been a community that has helped me grow both personally and professionally. There really is no fine line there. I have an insurance community that helps me be a better agent, business owner, and boss. That personally is invaluable. I tell anyone that is looking to get involved with BIG I NY that they will gain more than they give.
Q: What early misconception about insurance do you wish you could correct for young people considering this career? A: I want young professionals to know this field is anything but boring. It will challenge you, motivate you, and reward you! There is no better industry, and it isn’t just insurance. We have space for legal, marketing, accounting, and beyond.
Q: What’s something you love doing outside of work that brings you joy – something you would gladly defend if someone called it silly? A: Traveling for concerts. I will hop on a plane, train, or car to travel to see some music. Enjoy life, take the trip, see the band, and experience everything life has to offer for experiences! I can’t tell you how many concerts I have been to, but Dead and Company is the most with 21 shows, traveling all over the country to see them.
Q: What’s one small hope you have for women in the industry in the next 5 years? A: I can’t make this small enough to respond. Lol.
Q: When things just aren’t working, what’s your go-to resolution to get yourself back in the ring? A: Stop. Drop. And Roll. :) Just kidding. Seriously though, I do stop and evaluate what the process is, what is working and not working, and come up with a plan to execute. Like all things in life, a wrong turn teaches us, and you just have to learn and move on. On a personal level, when I am feeling disengaged, I know enough to recognize, and feel this is when I come up with my best new plans to get excited and inspired about something. Sometimes it’s shifting how my entire agency operates, looking to acquire a new agency, overhauling an entire golf outing, I get inspired and feel back “in it” again. I always have to be conscience of this.
Q: What books, podcasts, or people have most influenced your approach to work/life? A: I love real life stories of grit and survival. I remember before I opened my agency, I read a book called “Unbroken” which was the story of Louis Zamperini, who was a WWII hero, Olympian, speaker and author. His life story was amazing, and I thought “If he can survive all of that, I can open an insurance agency.” I also went down a rabbit hole on the 1996 Expedition to Mount Everest. I have read all of the books from that expedition, and for years, we had “Everest Season” at my house as I followed all of the climbers. I never want to do that, I am just inspired by it. As for Podcast, I go in and out of listening to them, but not really a particular one I follow.
Q: What’s the worst piece of career advice you’ve ever received? A: I can’t say I have ever really received something I didn’t find valuable, good or bad. I find I take in whatever advice I am given, weigh it out, and make a calculated decision. I can say this in full confidence, that anyone who has ever doubted me or told me I couldn’t or shouldn’t do something only became my biggest motivator.
Q: Finish this sentence: “If I could tell my younger self one thing, it would be ….” A: TRUST yourself and never worry about what others think. Life owes you nothing and the only person responsible for your life is YOU! Never be afraid to do the unpopular, take a chance on something bold, and take what you know you can gain or deserve!
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|  The New York State Department of Financial Services (DFS) is warning the entities it regulates about a serious new cybersecurity threat affecting certain Cisco firewall devices. Many companies use them to protect their networks. Attackers are actively exploiting a “zero-day” vulnerability — a flaw that criminals are using before the vendor provides a fix — to break into systems and potentially steal data or disrupt operations.
What’s Happening
Authorities have found Cisco’s ASA (Adaptive Security Appliances) and Firepower devices, which many organizations use as part of their network security, to have critical weaknesses. Hackers are taking advantage of these flaws to:
• Sneak into networks remotely. • Gain control over systems. • Install malicious code that stays active even after reboots or upgrades.
What You Should Do
If your agency or your clients use Cisco equipment — especially ASA firewalls or Firepower security devices — it’s important to act right away:
1. Talk to your IT provider or internal tech team. Ask them to check if your business uses any of the affected Cisco products. 2. Look for signs of compromise. Your IT team may need to run special checks to see if attackers have already targeted your network. 3. Install updates as soon as they’re available. Cisco is working on patches to fix the issue. If a device is past its support date, replace it. 4. Document your steps. Keep a record of what actions you’ve taken and any risks you’ve identified.
Why This Matters
Cybercriminals are getting faster and more sophisticated — and they often target vulnerabilities like this before most businesses even know they exist. Staying ahead of threats means responding quickly, patching devices promptly, and working closely with trusted technology partners.
If you work with an IT consulting firm, give them a copy of the DFS letter for details on the nature of the problem. You may also want to contact your cyber insurance clients about the threat and offer to review their coverage with them.
For more information on the cybersecurity regulation and cyber threats, visit:
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