Building a Thriving Insurance Agency: Lessons from Scott Miller’s 20,000-Client Success Story

On the latest episode of Insurance Business Babes, Scott Miller of Seniority Benefit Group returned to share actionable insights into growing an insurance agency from humble beginnings to a powerhouse serving 20,000 clients. Here are the key takeaways and strategies inspired by Scott’s journey.

Structuring Teams for Growth and Retention

Scott’s agency operates with a clear distinction between sales and service roles. Sales agents (LOAs) are focused solely on bringing in new business, while a dedicated client service team handles annual engagement, plan changes, and retention. This specialized focus allows each group to excel. During AEP (Annual Enrollment Period), the service team manages 20,000 client engagements, freeing up sales agents to focus on new prospects. Importantly, the service team doesn’t chase commissions but is still licensed—resulting in deeply invested, experienced staff who excel at client retention.

Culture, Investment, and Employee Development

Scott is a strong advocate for investing in people and benefits—from health insurance to 401(k) plans—creating a supportive, family-like culture with minimal turnover. New LOAs receive a sliding down salary and commissions for the first four years, encouraging fast ramp-up and long-term retention. Regular team engagement, retreats, and bonuses for high performers contribute to a motivating environment.

Smart Marketing and Lead Generation

Remarkably, Scott’s agency has never relied on purchased leads. Instead, they harness referrals from large employers, financial planners, and strategic community partners. Educational events, innovative marketing campaigns, and even creative client directories are deployed. Scott and the co-hosts also discussed the value of paying for high-quality, targeted connections versus mass-market, low-intent leads.

Running Your Agency as a Business, Not a Hobby

A recurring theme in the conversation was the importance of treating your insurance business like an actual business. That means investing in systems, staff, marketing, and tools, rather than skimping on necessary expenses. Scott credits much of his success to making deliberate, sometimes slow, investments and building a scalable foundation from day one.

Final Thoughts

Whether your goal is 500 clients or 20,000, Scott’s insights highlight the importance of specialization, culture, reinvestment, and creative lead generation. Insurance isn’t a solo act; success comes from building a supportive team and running your agency like the business it deserves to be.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

When to Build a Downline: Lessons from Joanna's Vault

Growing an insurance agency is more than just racking up numbers or throwing “spaghetti at the wall to see what sticks.” In the latest episode of Insurance Business Babes, Joanna Wyckoff and Zach Paschke (Kathe is not there today) dive deep into the do’s and don’ts of recruiting a downline, sharing hard-earned insights and mistakes to help others build smarter, stronger teams.

It’s easy to get caught up in the hype of team building—Facebook groups and uplines everywhere push the allure of overrides and recruiting. But as Joanna confesses, her early years were marked by frustration and avoidable pitfalls. The wisdom? Focus on mastering your sales skills first. Aim to build a solid book of business—at least 100 clients—before diverting attention to recruitment. If you can’t confidently teach someone else how to make a sale, you’re not ready to lead.

Joanna’s experience underscores the danger of recruiting “anybody with a pulse.” Time is an agent’s most precious commodity. Pouring countless hours into newbies who may never close a sale is not a sustainable growth strategy. Instead, create a “blueprint” for the kind of agents you want: people who are driven, teachable, comfortable with rejection, and aligned with your agency’s culture.

Not everyone who needs help in their agency should be recruited as a downline. Sometimes, what you need is a Licensed Only Agent (LOA)—someone who can handle overflow business rather than untested recruits. This is especially true when you get to a place where there’s simply more business than you can handle.

Above all, both Joanna and Zach emphasize intentional recruiting. Spend more time identifying the right personalities—perhaps former car salespeople, nurses, or outgoing community workers—rather than simply filling quotas. Build processes, set clear expectations, and foster a culture that rewards both independence and teamwork.

Ultimately, growing a downline is about more than profits—it’s about leadership, mentorship, and creating a legacy. Recruit better, not just more, and you’ll build a thriving, resilient agency.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Treat Your Business Like a Business: Key Lessons from Insurance Business Babes

Running an insurance agency isn’t just about writing policies—it’s about building a real, sustainable business. In this special “rewind” episode of Insurance Business Babes, hosts Kathe Kline and Joanna Wyckoff revisit one of their most fundamental topics: how to treat your business like a business. Here’s a breakdown of the most important takeaways.

Mindset Shift: From Employee to Entrepreneur

Too many new agents fall into the trap of acting like employees instead of business owners. As Kathe points out, running your own agency means you’re responsible for everything—from generating leads to maintaining client relationships. This mindset shift is crucial: block your calendar, structure your working hours, and hold yourself accountable for your business growth.

Systems, Automation, and Delegation

Successful insurance agents invest in basic systems that free up their time and improve client communication. Both Kathe and Joanna stress the importance of tools like calendar apps (e.g., Calendly) and VoIP phone systems, which can cost as little as $20-$25 a month and can be a game-changer for customer scheduling and responsive service—even when you don’t yet have an assistant. These tools also help you maintain professionalism by avoiding the pitfalls of voicemail and missed leads.

Professionalism Matters: Details Count

Little touches make a huge impact. Simple enhancements like a professional business email (avoid Hotmail or AOL!), an up-to-date, realistic headshot, and a clear, visible name badge are all inexpensive ways to signal credibility and build trust.

Boundaries and Time Blocking

Burnout is real. Both Joanna and Kathe share how vital it is to set boundaries around your time, take regular breaks, and schedule downtime to recharge. This doesn’t just preserve your health—it actually makes you more productive and protects your reputation with clients.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Cybersecurity Essentials for Insurance Agents: Lessons from Insurance Business Babes Podcast

In this episode of the Insurance Business Babes podcast, host Kathe Kline, co-host Joanna Wyckoff, and guest expert Jameson Keller dive deep into cybersecurity practices tailored for insurance professionals. Regardless of the type of insurance you sell, handling sensitive client data comes with significant risks. Here are the main takeaways and best practices discussed during their insightful conversation.

Jameson points out that many agents use free email services like Gmail, Yahoo, or AOL without proper business associate agreements (BAA). Not only does this look unprofessional to clients—think “[email protected]”—but it’s a massive HIPAA violation. Instead, agents should purchase a business domain and use platforms like Google Workspace, ensuring a BAA is signed for true compliance and privacy. This upgrade protects client information and elevates your professional image.

Kathe and Jameson emphasize that simply locking your computer with a password isn’t enough. Encrypting your hard drive (for example, using FileVault on Mac or BitLocker on Windows) is essential. If devices are stolen, encryption keeps client data safe. Carriers like UnitedHealthcare increasingly require proof of device encryption. Without it, agents risk severe financial and reputational harm.

Another cornerstone of cyber hygiene is multi-factor authentication (MFA). Jameson highlights four areas where MFA should be a must: CRM systems, bank accounts, password managers, and email. Utilizing authenticator apps rather than text-message codes adds another layer of protection against hacks and phishing attempts.

Say goodbye to “password123.” Modern hacking tools can crack simple passwords in minutes. Instead, use password managers like LastPass or Bitwarden to generate and store strong, unique credentials for every account. Export and secure a physical backup annually, as suggested by Kathe, but always keep these records under lock and key.

Lastly, always ensure cloud services and AI tools you use are HIPAA compliant and will sign a BAA. Never input protected health information (PHI) into free AI platforms unless verified secure.

By following these practical steps, insurance agents not only protect their business and clients, but also demonstrate industry leadership in cybersecurity and compliance.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

LOA vs. Downline: Breaking Down Insurance Agent Structures

On a recent episode of the Insurance Business Babes podcast, hosts Kathe Kline and Joanna Wyckoff delved deep into one of the industry’s murkiest topics: understanding the differences between LOA (License Only Agent) and downline agent structures.

Their candid conversation revealed invaluable insights for agents at all stages of their careers. If you’re an agent wondering where you sit in the hierarchy—or considering building your team—here’s what you need to know.

Kathe and Joanna started by explaining contract levels in the insurance world. At the top, you have National Marketing Organizations (NMO), closely followed by Field Marketing Organizations (FMO) and Independent Marketing Organizations (IMO). While language can vary—sometimes even among carriers—the essential thing is that these layers represent how agents get contracted and where the commissions flow.

LOA, or License Only Agent, refers to agents whose commissions are paid to someone else first—be it an agency, call center, or another intermediary. Joanna shared eye-opening stories of agents who didn’t even know they were LOA, missing out on direct carrier payments and control over their own book of business.

Being an LOA might make sense if you’re receiving leads and support, but blindly allowing someone to take a cut without delivering value is a red flag. As Kathe pointed out, direct payment from carriers means you own your business and can enjoy maximum flexibility and income.

Downline agents are independent, paid directly by the carrier but often with an override commission going to the upline for training, mentoring, and support. The value is in the relationship and resources, not in controlling your payments. If you’re building a downline, be ready to provide more than just a contract—you should offer guidance and infrastructure.

Bringing on LOAs or downlines isn’t just about expanding your reach. As Joanna noted, “Your LOA’s family is depending upon you feeding them”—meaning if you promise leads or support, you must deliver. Without enough business to support another person, consider hiring a personal assistant instead.

Kathe and Joanna discussed creative compensation structures—like paying a flat amount per appointment plus bonuses for every sale. The takeaway? Build structures that incentivize performance while remaining fair and manageable for everyone involved.

If you’re thinking of scaling your agency, make sure you clearly understand (and communicate) the differences between LOAs and downlines. Set expectations, be transparent with payments, and never take on more than you can genuinely support. And remember: the most successful organizations are those built on strong relationships, fairness, and clear structure.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Lessons Learned from Hiring a Director: Navigating Pitfalls in the Insurance Industry

Navigating the process of hiring a director-level employee in the insurance business can be tricky, as shared candidly by Joanna Wyckoff in the latest episode of the Insurance Business Babes podcast. This episode is packed with valuable lessons for both agency owners and aspiring directors about what to look for, red flags to avoid, and how to protect your business.

Red Flags and the Realities of Remote Work

Joanna recounted hiring a director of Agent Experience who was supposed to grow medical provider relationships and support the business during her absences. Despite the candidate’s impressive resume and persuasive interview, several red flags surfaced: lack of end-of-day reporting, limited presence at the office, and failure to log into key systems. Joanna admitted, “I had no way of measuring what they did that day because they failed to report any end of day activities like the rest of my staff does.” This lack of transparency was compounded by the employee’s use of a personal cell phone for business, eroding oversight and accountability.

Expensive Lessons: Pay and Expectations

Another major lesson was the cost of paying an employee during their licensing and contracting process—a stretch when the actual job tasks hadn’t even begun. Joanna paid several weeks’ salary for little to no business growth or value, a mistake Kathe summarized succinctly: “I would not pay people to do their contracting... they can come on board after their contracting is done.” Setting clear, measurable expectations from day one, including frequent check-ins, is crucial to avoid this pitfall.

Protecting Relationships and Company Assets

The most concerning outcome was the attempted transfer of business relationships to a competitor, highlighting the importance of contracts—not just with employees but with referral partners like doctor’s offices. As Joanna noted, “Now she's running around telling people crazy stories... when you let an employee manage a relationship, that doctor's office started seeing her every day and forgot about Joanna.” Owners must remain present in key partnerships and build contract protections into their processes.

Takeaways for Agency Owners

1. Vet Candidates Thoroughly: Assess real skills and demand proof—even from experienced hires. Personality and compatibility also matter.

2. Set Clear Accountability Measures: Require regular check-ins, system use, and task tracking from day one.

3. Don’t Pay for Licensing Time: Bring employees onboard only after they have their licensure completed independently.

4. Protect Relationships: Have strong, enforceable contracts for both employees and referral partners to prevent loss of business.

5. Stay Engaged: Even with trusted staff, maintain a visible role in key business relationships.

These hard-won lessons from the field will help you avoid costly hiring mistakes, protect your business relationships, and set up your next director for true success.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Navigating Commission Changes and Plan Mapping: Key Takeaways from Insurance Business Babes

The Medicare insurance landscape continues to shift, causing both confusion and frustration for independent agents everywhere. On the latest episode of Insurance Business Babes, industry veterans Kathe Kline, Joanna Wyckoff, and Scott Miller delve into the current challenges they face—including commission changes, confusing plan crosswalks, and tools that can make all the difference. Here are the top takeaways and insights from their candid conversation.

Commission Cuts and Non-Commissionable Plans: The Agent’s Dilemma

A recurring theme in the industry this year has been the abrupt announcement of popular plans becoming non-commissionable—often after agents have already completed their marketing and planning. Scott Miller recounted a recent experience where a top-selling plan in his region suddenly stopped paying commissions, leaving agents responsible for service but without proper compensation. Both hosts expressed frustration with CMS allowing such changes post-approval and with the lack of clear recourse for agents—especially when lobbying groups lack the legal resources to fight these decisions.

The Complexities of Plan Mapping and Crosswalks

Plan mapping has created a logistical nightmare for many agents. Changing plan numbers, crosswalks, and new names add layers of confusion when helping clients maintain continuous coverage or qualify for guaranteed issue rights. The trio discussed the difficulties of tracking these changes, especially when agent platforms like Connecture or Sunfire may not clearly show these transitions.

Strategies and Tools for Survival

With regulatory pressures mounting, technology and support networks have become crucial. Tools like RetireFlo—developed specifically to streamline client reviews—are making it possible for agencies with thousands of clients to stay organized. Joanna and Kathe highlighted the importance of leaning on uplines or FMOs for updated documentation and data, noting that not all FMOs are equally equipped to help.

Final Thoughts: Persevere and Cross-Sell

While the challenges are substantial, the podcast closed on a note of resilience. The trio urged agents to continue serving their clients, invest in retention, and diversify by cross-selling additional products. With industry trends often cyclical, perseverance and adaptability remain key to thriving in Medicare insurance sales.

Stay tuned for more industry insights and strategies from Insurance Business Babes.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Pre-AEP Chaos: Why Medicare Agents Must Protect Their Time

Every year, Medicare agents brace themselves for the wild ride that is pre-AEP (Annual Enrollment Period). On this episode of Insurance Business Babes, hosts Kathe Kline and Joanna Wyckoff dive into the recurring challenges agents face, share strategies for making the most of a chaotic time, and offer practical tips on how to streamline your workflow and avoid burnout.

Learning From Experience: Don’t Overbook Yourself

Kathe opens up about her recent misstep—overbooking her calendar and forgetting to block out time for crucial breaks. With technology systems like Sunfire and Connecture notoriously unreliable in the early days of October, many agents find themselves unable to properly serve clients. Kathe’s lesson is clear: make scheduling boundaries a priority and communicate early with your assistant to prevent overwhelm and wasted effort.

Technology Hurdles and Workarounds

Both Joanna and Kathe have felt the sting of platforms not loading current plans or formulary data. Kathe’s solution? Use “sample” clients to preview plan options when the system won’t accept real data. Joanna adds another tip: have clients update their own medication and provider information ahead of time, minimizing manual data entry and saving precious hours during AEP.

Delegation and Automations

For agents with an assistant, delegating tasks like appointment scheduling and data entry for less tech-savvy clients can be a game-changer. Joanna highlights the value of having a consumer-facing assistant to verbally collect information from seniors who can’t use online systems. Automations can further reduce labor, letting agents focus on the high-value aspects of their service.

Planning Ahead: Next Year’s Strategy

The hosts agree: block off the earliest weeks of AEP for prospects only, reserving mid-to-late October for current client reviews. This avoids double work and ensures that all plan details are loaded and ready for meaningful discussions. By protecting your calendar, you reclaim energy and provide better service.

Empowering Agents—And Clients

The episode wraps with a call to build and share resources—a collective list of commonly mis-entered drugs, for example—to help agents catch costly mistakes early. And most importantly, encourage clients to take ownership: fill out forms, respond to reminders, and engage with new technology.

Ready to get ahead of pre-AEP madness next year? Start planning, automate, and delegate—and subscribe to the Insurance Business Babes show for more insider tips!

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Navigating AEP: Protecting Yourself and Your Clients with the Right Insurance Solutions

The latest episode of Insurance Business Babes brought invaluable insights on surviving—and thriving—during the Annual Enrollment Period (AEP), especially when accidents or health surprises threaten to derail your business. Hosts Kathe Kline and Joanna Wyckoff welcomed Jameson Keller, Chief Commercial Officer of NCD, to unpack practical strategies for agents and clients.

The Overlooked Risks: Why Agents Need Coverage, Too

It’s easy to focus on client needs, but as the stories from Kathe, Joanna, and Jameson revealed, accidents can happen to anyone—including insurance pros during their busiest seasons. From car accidents to thrown-out backs, each shared a personal incident that could have financially devastated them if not for preparation. The message was crystal clear: agents, just like clients, need their own accident, hospital indemnity, and dental policies.

Understanding Accident Policies: Affordable Protection for the Unexpected

Jameson explained the value of accident medical expense policies, which are often overlooked by agents and clients alike. These policies are designed to cover sudden, unexpected injuries—think falls, car wrecks, or even chopping a finger while cooking. With monthly premiums as low as $28–$48, and coverage up to $15,000 per accident, these plans offer financial breathing room, even for agents on high-deductible health plans or no insurance at all.

Dental Insurance: Why Networks and Comprehensive Coverage Matter

Dental health isn’t just about a sparkling smile. Kathe’s and Jameson’s discussion highlighted how neglected dental care can lead to heart issues or dementia. Despite higher monthly costs, comprehensive dental plans (like NCD’s $10,000 max option) offer invaluable benefits: major discounts through robust networks, three annual cleanings, and coverage for costly procedures—saving clients far more than self-pay discounts ever could.

Don’t Forget Hospital Indemnity Policies

Joanna passionately advocated for pairing Medicare Advantage plans with hospital indemnity coverage, protecting clients from potentially crippling out-of-pocket expenses for hospital stays. Selling these policies is not just about boosting agent commissions—it’s about providing true peace of mind and fulfilling a duty to fully protect clients.

Conclusion: Be Proactive, Not Reactive

The episode made one thing clear: true insurance professionals don’t just process paperwork—they anticipate and fill coverage gaps. Whether it’s for yourself or your clients, offering products like accident, dental, and hospital indemnity insurance can make all the difference when the unexpected happens. Don’t wait for a crisis—be the advocate your clients deserve, and the agent your future self will thank.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Understanding Value-Based Care: What Medicare Agents Need to Know

The Shift Toward Value-Based Care

On this episode of Insurance Business Babes, host Kathe Kline sat down with Dr. Shannon Decker, a healthcare veteran with over two decades of experience in Medicare Advantage and value-based care. As plans evolve and the Centers for Medicare & Medicaid Services (CMS) push for more risk-bearing arrangements by 2030, the industry faces a monumental shift from traditional fee-for-service models to value-based care. But what does this really mean for agents, doctors, and clients?

What Is Value-Based Care?

Traditional healthcare often paid doctors based on the number of visits or services ("fee-for-service"), which incentivized volume over outcomes. Value-based care, as Dr. Decker explains, flips the script. Doctors and healthcare organizations are compensated for keeping patients healthy, focusing on prevention, timely screenings, and disease management—rewarding better outcomes rather than more appointments.

For example, managing chronic conditions like COPD or diabetes proactively can prevent costly hospitalizations and complications, leading to both healthier patients and more efficient care.

How Does It Affect Agents and Clients?

Kathe shared concerns many agents have: will value-based care mean decreased benefits for clients? Decreased compensation for Doctors? Dr. Decker reassures that, done right, agents can add more value. Agents play a crucial role by guiding clients to plans with the best-suited preventive care benefits and by encouraging clients to utilize free screenings and annual wellness visits.

Encouraging clients to participate in these preventive services isn’t just good for health outcomes—it supports plan quality, helps doctors earn appropriate compensation, and improves client retention. "You might be saving your client's life,” Kathe notes, emphasizing the power of regular screenings.

Advice for Insurance Agents

Dr. Decker encourages agents to educate clients on available benefits and to build relationships based on trust and advocacy. Knowing which plans offer robust care management and preventive services—like nutritional counseling or group education—helps agents set themselves apart. The more clients understand the “why” behind recommended screenings, the more likely they are to engage, which has a positive ripple effect for everyone involved.

Final Thoughts

The future of Medicare hinges on value-based care models that prioritize prevention and patient outcomes. Agents who embrace this shift by advocating for screenings, wellness visits, and proactive self-care will be invaluable partners to both clients and providers as the industry evolves.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.