Texas went through years of steep auto insurance rate increases. For agents, that meant hard conversations every day. Here's how I think about leading a team through it.
Tell the team the truth first
Agents can't explain what they don't understand. Before customers start calling, help the team understand why prices are rising: repair costs, vehicle prices, claims, and weather. Confidence comes from understanding. I covered the reasons in Why Texas car insurance rates changed.
Give them better words
Build short, honest talking points together. Customers respond better to "Here's what's happening across Texas, and here's what I can do for you" than to "That's just what the company charges."
Turn complaints into service
A higher renewal is a reason to call the customer, not avoid them. Re-shop the policy, review deductibles and discounts, and show them their options. Customers remember who helped them through a hard moment.
Protect morale
- Celebrate retention saves, not just new sales.
- Share good customer stories in team meetings.
- Adjust goals when the market shifts, and explain why.
Stay visible
Hard markets are when leaders need to be in the offices most. Listen to calls, help with difficult customers, and remind the team that markets turn. In 2025, they did.