Insurance agents across the United States are facing a growing crisis of burnout, according to new research from Liberty Mutual and Safeco Insurance. The study, released on April 9, 2025, reveals that over half of frontline staff at independent insurance agencies are feeling overwhelmed and stressed.
The survey, part of the 2025 Independent Agents at Work Study, included responses from more than 1,200 leaders and team members in the industry. It found that 87% of agents reported an increase in their workload over the past year. Alarmingly, those experiencing burnout were more than twice as likely to consider leaving their jobs.
Mike Skiados, CEO of the National Association of Professional Insurance Agents, pointed out that the relentless pressure to meet sales quotas is contributing to this burnout. He explained that agents are trying to provide the best policies for clients while also dealing with rising prices, which adds to their stress.
Another significant issue is employee turnover. Some agencies maintain strong retention rates, while others struggle with high turnover. Mergers and acquisitions in the industry are further complicating the situation, often disrupting workplace cultures and increasing demands on employees.
Despite these challenges, the research highlights a potential solution: technology. Agencies that have invested in digital tools reported lower levels of employee burnout. The study found that tools enhancing customer communication were particularly beneficial in reducing stress among staff.
Skiados emphasized the importance of having a good agency management system and suggested considering virtual assistants to lighten the workload. He also mentioned that agencies could benefit from using digital payment systems to streamline processes.
Beyond technology, Skiados advocates for creating a supportive work culture. He suggests implementing flexible work arrangements, team-building events, and ongoing professional development to help agents feel more balanced and engaged. He noted that younger generations, like Gen Z, particularly value work-life balance and are more likely to thrive in hybrid work environments.
To foster a positive atmosphere, agency leaders should focus on team morale and provide the necessary resources for their staff. Encouraging a culture of learning can also help agents cope with the constant changes in the insurance landscape.
As the industry continues to evolve, agencies that prioritize the well-being of their employees will likely gain a competitive edge. Addressing burnout proactively can lead to a more productive and satisfied workforce. Skiados also reminded agents to take care of themselves outside of work, emphasizing the importance of healthy habits and personal goals.
As the insurance sector grapples with these challenges, the conversation around employee burnout remains crucial. How agencies respond could shape the future of the industry and the well-being of its workforce.