The current insurance landscape is a pressure cooker of challenges. A hard market, rising prices, and relentless sales quotas are pushing agents to their limits.
New research from Liberty Mutual and Safeco Insurance showed that more than half (51%) of frontline staff at independent insurance agencies are feeling burned out and stressed.
The survey showed 87% of agents say their workload increased in the last year, and burned-out employees were more than two times more likely to seek a new role. More than 1,200 US independent insurance agency leaders and team members were surveyed for the 2025 Independent Agents at Work Study.
"Trying to meet constant quotas is going to contribute to people feeling that burnout,” said Mike Skiados, chief executive of the National Association of Professional Insurance Agents (PIA). “With insurance agents trying to put the best policy out in front of their clients, and prices rising for everyone, it is creating a challenge."
Churn is another factor. “Some agencies have a very strong retention rate, and others have a pretty high turnover,” Skiados said.
Mergers and acquisitions are compounding the problem, often disrupting agency cultures and increasing workloads. Smaller agencies are being absorbed by larger organizations, creating additional stress and uncertainty for employees.
Liberty Mutual’s research also revealed a silver lining: agencies with the fewest reported burned-out employees are also ones with significant tech investments.
According to the study, staff at agencies with more digital tools were less likely to report burnout. In particular, Liberty Mutual found that the use of tools that streamline customer communication was strongly associated with lower levels of burnout.
Skiados affirmed this. “Having the right AMS (agency management system) is integral,” he said. “Looking at virtual assistants and other ways to take some of the work off the shoulders of producers is one option for agencies to mitigate burnout (as well as) looking at different marketing companies that can help promote the agency and the insurance they're selling.” He also highlighted the benefits of using digital financing and payments systems for clients.
Beyond technology, Skiados highlighted several strategies he’s seen implemented at agencies that can be effective at improving work-life balance and reducing burnout. These include hybrid or flexible working schemes, a welcoming work environment, and continuous professional development and support.
“I definitely think that work-life balance is important, and Gen Z cares very much about that,” Skiados said. “They want to put in an honest day’s work and have a life outside of the office. Hybrid is a great way to support that. Letting producers work from home a few days a week or just go straight from home to their appointments instead of checking into the office – all those things help build that positive culture.”
For agency leaders, culture is a critical strategy for maintaining morale during a hard market. Skiados said successful agencies are focusing on team-building events, providing producers with the necessary tools and resources, and fostering a supportive work atmosphere.
Promoting learning is another solution. “With all the changes always happening in the insurance world, having a strong culture that promotes learning is important,” said Skiados.
“Programs like the CPIA (Certified Professional Insurance Agent) help producers see that they’re not alone, that others are going through the same challenges. They can learn from each other, improve their skills, understand different technologies, learn how to market online in new ways, and build better client relationships.”
As the industry continues to evolve, agencies that prioritize employee well-being will have a significant competitive advantage. By addressing burnout proactively, insurance agencies can create more sustainable, productive, and satisfied workforces.
At the same time, Skiados encouraged agents to take charge of their well-being and step up self-care practices during stressful periods at work.
“If you’re eating fast food every day, you’re not going to be feeling great,” he said. “Self-care through exercise, eating well, and setting reasonable personal goals, not just professional ones, is also part of it.”
How are you combating burnout at your insurance agency? Please share a comment below.
