Top Insurance Brokers and Agents in the USA

The other strong preference that shone through was respondents’ desire to speak to an agent or broker rather than searching online for coverage. This underlines that consumers seek connection and service, along with a broker’s advice and support. 

Consultant Heath Shearon, who also hosts the Insurance Town podcast, underlines how tech and AI are necessary tools, but building relationships and creating trust hasn’t lost its importance. 

“You’ve got to be able to do both, manage relationships but also manage the technology,” explains Shearon. “Those are the brokers that are winning; the ones who are stuck in the old school or are too forward-thinking in the tech won’t. That’s why I like to call it the ‘great middle lane merge.’”

Expectations of service vary depending on the client and their business.  

Below, some of IBA’s respondents share what it means to them:    

• “Always makes himself available to speak with us when we have a question or concern. If he does not have the answer to our question, he will work to find the answer.” 
   

• “They have been the only broker to take the time to understand our business structure/processes/exposures, explain the P&C insurance process, schedule site walkthroughs with multiple carriers, and discuss the pros/cons of each carriers’ proposal.” 
   

• “They take a proactive approach and partner with us to identify areas in which our company can mitigate risk and implement industry best practices.” 

According to IBA’s survey results, personalization, understanding coverage needs and fast communication are what matter most to clients. This chimes with Shearon’s observation that the top insurance brokers and agents are gaining an edge by educating themselves and understanding sectors. 

“I’m seeing a lot more of people specializing in one specific industry. Maybe it’s in restaurants or construction, or it could just be in a particular segment of the business.” 

The difference maker for brokers is using data and analytics to differentiate, as they harness data to proactively manage risk on behalf of their clients. However, clients aren’t interested in the type of tech or what platform is used, but are looking at the end result. 

“Everyone knows when you order something from Amazon, you’re going to get great customer service. It’s going to be at your doorstep within an hour sometimes,” says Shearon. “Our customers in the insurance industry want the same thing. They want us to think for them and make things easy.” 

Brokers are using tech to be proactive and show clients how what has newly hit the market would be applicable to them. 

Shearon appreciates that AI is here to stay, but that it is not going to be the full picture.  

“It’s not going anywhere, and we’re going to see a huge uplift in some of those things to be more efficient, and we’re going to see people leaning in to take away clicks or redundancy in workflows,” he says. “It’s not going to replace people. I think it’s going to open up more opportunities for jobs.”  

Relationship-building is the foundation of long-term success. Clients stay loyal to brokers who are accessible, empathetic, and proactive.  

• Personalization and industry knowledge set top brokers apart. Deep understanding of the client’s business and sector-specific risks is a clear differentiator.
   

• Communication speed and clarity are non-negotiable. Fast, clear, and jargon-free responses are highly valued.
   

• Transparency and education foster trust. Clients want to understand their coverage and feel empowered, not pressured.
   

• Proactivity in risk management and claims support enhances value. Clients remember and reward brokers who go the extra mile during critical moments.
   

• Efficiency and integration matter, especially for complex clients. Handling multiple lines of coverage through one trusted broker streamlines the client experience. 

  
   

Long-term vision and a deep understanding of clients are the hallmarks of Bolkun-Robert’s approach, especially in the fast-paced New York construction sector, but her reach extends across the US. She’s not just keeping up with the market but staying ahead of the pace. 

Bolkun-Robert is a firm believer that industry-specific expertise and proactive client communication are game changers. She doesn’t just sell policies; she aligns strategies, ensuring clients are always a step ahead.

Take her 17-year relationship with a construction client: what started as a modest policy for a small firm has grown into a multimillion-dollar annual account, with the client’s revenue now approaching $20 million. That was the result of building trust, understanding the nuances of the sector, and staying engaged. Her close ties with construction attorneys, project managers, EMR specialists, and safety groups have even influenced how her clients run their businesses.  

Regular check-ins, up to two or three times a year, are the cornerstones of her success. Bolkun-Robert doesn’t just manage accounts; she builds a comprehensive picture of each client’s operation and helps drive their growth. 

Another long-term client is a plumber for whom Bolkun-Robert created and maintains a profile of operations. 

“There are several costs that you need to pay attention to, for instance, if a plumber is in the union, obviously the union hourly wage is different than the non-union,” she explains. 

Bolkun-Robert is adamant: today’s brokers must be true experts. “You need to know the nuances of every business you work with – what they want, what they like to write, and what they expect in submissions. After 17 years, I’m still learning from new clients and their appetites.” 

Staying at the top means staying proactive and always learning.  

“This job keeps me on my toes. Every day is different, every client is unique, and every coverage need is evolving. I’m constantly attending seminars – cyber liability, for example, is now one of the biggest and newest exposures we’re seeing,” she says. 

Being based in New York means knowing the regional quirks, like the difference between soft and hard hammer clauses – get it wrong, and you’re looking at multimillion-dollar lawsuits. Bolkun-Robert’s commitment to understanding her clients’ businesses means she can tailor coverage to fit their commercial needs and growth plans perfectly. 

She’s not just a broker; she’s part of the team, ensuring coverage evolves with the company’s trajectory. 

“When you stay at the top of the insurance world from the educational standpoint, then you know exactly how to advise clients. Every client is different in some way and requires different coverages,” she says. 

Being in sync with her client enables Bolkun-Robert to tailor the insurance to suit their commercial needs and growth plans. She becomes a team member, ensuring the coverage is consistent with the company’s trajectory, with brokers now seen as partners, not just certificate issuers. 

“That increased understanding has led to more client expectations, and then as a broker, it’s how you meet those expectations. I meet them by keeping a very close eye on every client,” she explains. 

“I meet with my team monthly to discuss every single client, so we are all informed of what’s going on. If there are any red flags or if the client is going in a different direction, I immediately get involved.” 

Legislative changes have also been another challenge for Bolkun-Robert. Whereas claims might be close to a million dollars in the past, labor lawsuits are routinely around or above $10 million, which is causing insurance companies to quit New York. 

Bolkun-Robert and her team monitor these shifts to ensure clients maintain coverage. 

“That is where my job is extremely important. If I know the insurance company will be leaving New York and that policy will be non-renewed, I will meet with the client immediately and explain the change,” Bolkun-Robert says. “I calm them down and we take the necessary measures, and tell them we will be approaching every market possible in order for them to obtain the renewal.” 

Embroker’s industry trends for 2025 reveal that “cyber-related claims have increased by 13 percent year over year. So, many insurance brokers have made moves to revamp and improve cyber liability policies. The increased risk of cybercrime has also pushed many brokers to increase cyber insurance rates”. 

The increased need for cyber coverage is one of the areas where Bolkun-Robert and her team go to work, keeping clients updated and ensuring there is continuous coverage, so the business runs without interruption. 

She says, “We inform every client with our monthly mailing list about what’s happening in the marketplace, and the benchmarking that we’ve seen in their workplace depending on the trade, and the coverage that we think is needed.” 

🤝Being a trusted advisor: builds strong, trusted relationships; enabling clients to rely on their guidance and expertise 

💻+🧑Tech and personal touch: balances technology and AI with genuine, personal service 

🛠️Personalized, proactive service: tailors solutions, manages risk, and communicates quickly and clearly 

🏗️/🏥/🍽️ Industry and regional expertise: specializes in sectors and understands local market nuances 

📈Long-term vision and learning: builds long-term partnerships and keeps learning to stay ahead of industry trends 

📞Proactive communication and teamwork: regularly checks in with clients and collaborates internally to meet evolving needs 

🚨Crisis management and market awareness: navigates market changes, reassures clients, and ensures continuous coverage