This week in Insurance Town, Mayor sits down with longtime friend and fellow insurance leader Heath Barnett, co-owner of Legacy, for a conversation about growth, culture, ownership, and building a business people actually want to be part of.

Heath Barnett is an insurance agency leader and co-owner of Legacy. After beginning his career in the captive insurance world, Heath transitioned into the independent channel and helped build Legacy into a multi-state insurance organization.

His leadership philosophy centers on developing people, creating opportunities for ownership, giving local leaders autonomy, and building an organization where professional success doesn’t have to come at the expense of family and the things that matter most.

Heath’s story starts in Memphis, Texas, where he grew up around agriculture, small-town relationships, and a family Farmers agency. After working alongside his grandfather and eventually purchasing the agency, Heath began seeing opportunities beyond the captive model. That journey ultimately led him into the independent insurance world and to what has become Legacy—an organization that has grown to roughly 250 people across multiple states.

But this episode isn’t simply about getting bigger.

It’s about how you grow without losing who you are.

Heath and Mayor talk about the importance of training agents to understand what they are actually selling instead of competing on price alone. They dig into what the captive world can teach independent agencies about carrier training and development, why Legacy intentionally recruits coaches and teachers, and why the right culture can become one of the strongest recruiting and retention tools an agency has.

They also get into ownership, succession planning, producer autonomy, burnout, family priorities, faith, and creating an organization where people have the opportunity to build something of their own.

If you’re an agency owner thinking about growth, recruiting, producer development, culture, or succession, there are plenty of nuggets in this one.

Episode Timestamps

00:00 – Welcome to Insurance Town
03:21 – Meet Heath Barnett
09:27 – Leaving the captive model for the independent channel
10:34 – Rebuilding culture in the independent insurance world
15:43 – What Farmers got right about training and support
18:26 – Stop selling price and start understanding the product
21:54 – Why Legacy recruits coaches and teachers
29:19 – Burnout, family priorities, and faith at work
32:53 – The original vision for Legacy’s growth
36:54 – Why producers choose the Legacy model
41:41 – Ownership, succession, and protecting an agent’s book
43:42 – Why Legacy moved beyond the traditional last-name agency model
44:53 – Connecting with Heath Barnett and Legacy
45:45 – Legacy’s growing multi-state footprint
46:02 – What could be next for Legacy
49:19 – Texas football, Texas Tech, and the Longhorns
51:15 – Closing thoughts

Learn more about Legacy at legacyinsurance1.com.

Proud Partners of Insurance Town

Canopy Connect
Stop chasing down declaration pages and PDFs. Canopy Connect helps insurance professionals collect verified insurance information directly from prospects and clients in seconds, creating a faster and easier experience for everyone involved.

Bind AI
Formerly 1Fort, Bind AI is helping insurance organizations put AI to work as a digital teammate—supporting workflows, increasing capacity, and helping teams spend more time on the work that requires human judgment and relationships.

V!VA Virtual Solutions
V!VA helps insurance agencies build effective virtual teams by focusing on more than simply placing a VA. Their approach centers on processes, training, accountability, and helping agencies create measurable return on their investment.

Insurance Town listeners can receive $1,000 off when getting started with V!VA Virtual Solutions.

Thank you to our partners for supporting Insurance Town and helping us continue bringing real conversations, practical ideas, and stories from people doing the work across the insurance industry.

One change I particularly like here is positioning the episode around the question, “How do you grow without losing who you are?” That feels very on-brand for Insurance Town and gives the entire episode a stronger through-line.

in this weeks episode, Heath Shearon sits down with Rob Lopez, CEO of V!VA, for a wide-ranging conversation about insurance, outsourcing, virtual assistants, and AI. Rob shares how his path from broadcast journalism and sports radio led him back into the insurance world, and why his focus has always been on building real departments not just filling seats.

They also dig into what makes V!VA different: process-driven onboarding, bilingual support, nearshore staffing in El Salvador, and a consultative approach that helps agencies document workflows before adding talent.

https://vivateams.com/insurancetown

Timestamps
00:00 – Welcome, sponsors, and introducing Rob Lopez from V!VA

03:33 – Why Rob stays present in the industry

05:32 – Rob’s early life as an Allstate kid

06:30 – Broadcast journalism, the Houston Rockets, and a career shift

07:26 – The first life insurance claim that changed Rob’s perspective

07:55 – Hurricanes Katrina, Rita, and Wilma

08:44 – Distribution work, aggregators, and building agency networks

09:35 – Why aggregator margins eventually hurt the value proposition

10:29 – Rob’s sports talk and media background

12:30 – Why catastrophe work mattered more than commissions

14:53 – Rob’s father and front-line catastrophe response

17:37 – Delivering a claim check and overcoming fear at the kitchen table

18:43 – Why showing up during claims builds trust

20:40 – Heath and Rob discuss the mission behind insurance

22:32 – How Rob entered the virtual assistant space

23:43 – Hiring for impact, not headcount

24:39 – The story behind V!VA’s first hire

27:18 – How that first hire became part of V!VA’s origin story

29:13 – The evolution from “VA” to trained insurance team members

30:13 – Why checklists and SOPs are essential

32:03 – Using virtual assistants to document workflows

33:27 – Why Rob is willing to say no to the wrong client fit

36:01 – Cheap labor versus true partnership

37:26 – Building departments instead of relying on one person

41:06 – Why turnover is inevitable without documented processes

42:31 – The impact of losing a virtual assistant

44:21 – V!VA’s systems and strategy review process

45:48 – Quarterly check-ins and role alignment

47:12 – Virtual assistants, licensed agents, and career growth

49:17 – Why nearshore support can be effective for insurance agencies

51:06 – AI versus humans in the agency

53:30 – V!VA Front Desk and AI-powered communication

55:22 – AI for after-hours lead capture

56:48 – Cost savings, payroll, and E&O coverage

60:04 – How to contact Rob and access the Insurance Town offer

61:26 – The $1,000 setup credit for Insurance Town listeners

Sponsors:
Canopy Connect - get dec pages , gather information , meet your clients where they are
Get a discount using my code !!

1fort.ai- it is AI for insurance agencies , save time, be more efficient and win more deals with 1 Fort AI

Viva - see why more people are going to viva for near shore talent. And get a massive discount for being a listener of the show

In this weeks episode the Mayor talks with Dave Rose, an agency operator at Bolt and former Liberty Mutual and Travelers leader, about what independent agents can learn from captive carriers, how connected distribution works, and how agencies can start using AI without overhauling everything. Dave brings a practical, operator’s perspective from both the agency side and the tech side, with a focus on real-world implementation rather than hype.In this episode, they cover the process discipline of captive agencies, the power of referrals and centers of influence in the independent channel, and why AI adoption is more about solving specific pain points than chasing tools. They also preview Dave’s ITC session on building an AI-first agency plan in 30, 60, and 90 days.

Timestamps

00:00 — Intro, sponsors, and welcome to Dave Rose
08:24 — What Bolt does as a connected distribution platform
10:25 — What Dave learned moving from captive to independent
12:40 — Why independent agency success depends on knowledge, not just choice
15:03 — Centers of influence and building referral pipelines
17:05 — Why branding and marketing matter in the independent channel
19:19 — Why Dave wanted to be both an agency operator and technology builder
20:16 — How Bolt tests technology from the agency side first
23:04 — Why AI vendors all sound similar and what actually matters
24:57 — Advice for technology vendors: think through the agency lens
27:00 — The difference between insurance-first technology and tech-first insurance
28:17 — ITC and the growing role of agents at the conference
29:36 — A real example of an agency owner unsure where to begin with AI
31:18 — Why the industry is still early in its AI journey
34:13 — Three AI myths Dave wants to challenge
36:02 — Why AI should support, not replace, relationship-driven work
38:36 — Dave’s ITC session: practical next steps for agencies
41:26 — Agent Day at ITC and the value-first approach
42:23 — Session title: The AI First Agency: Your 30-, 60-, and 90-Day Plan in 15 Minutes
46:03 — The origins of Bolt and its connected distribution mission
47:28 — How Bolt connects lead generation, quoting, binding, and servicing
49:31 — Who should talk to Bolt and who benefits most
51:29 — How to reach Dave and Bolt
52:40 — Why ITC is worth attending for independent agents
54:58 — Why ITC works because of its concentration of knowledge and conversation

Sponsors:
Canopy Connect
1fort
Viva

If you have not registered for ITC Vegas. Go check it out and use discount code : 1AGSPKSNB for $200 off

This week in insurance town Heath Shearon sits down with Martin Mashalov, co-founder of Gridpull, to unpack why buying more leads is not the same as getting more business. They dig into how appetite matching, renewal timing, and trigger-based prospecting can help agencies spend producer time more efficiently and improve conversion rates.

Martin explains how his background in applied math and insurance analytics led him to build tools for finding better prospects, not just more prospects. The conversation stays practical throughout, with examples from restaurants, commercial real estate, and new business triggers.

00:00 - Welcome to the episode and the lead buying problem  
05:22 - Why insurance complexity pulled him toward technology  
09:55 - Modeling insurer risk and learning the agency and brokerage chain  
12:04 - How lead buying became a prospecting problem  
14:39 - Why volume alone does not fix lead performance  
18:39 - What “appetite” means for agencies and carriers  
20:29 - Restaurant examples and carrier appetite edge cases  
27:17 - New business triggers as a smarter prospecting strategy  
28:21 - Permits, hiring, and licensing as insurance signals  
31:38 - Trigger stacking for stronger prospecting profiles  
33:20 - Why Gridpull was built around a real workflow problem  
34:08 - Where AI fits and where it should stay out of the way  
39:30 - How Gridpull organizes renewals, contacts, and follow-up  
42:43 - Using existing books of business for cross-sell opportunities  
44:10 - Early conversion rate and revenue gains from Gridpool  
47:40 - How Gridpull supports agencies beyond just software  
48:13 - Contact options and demo availability  
49:22 - Free trial, credits, and privacy considerations  

Sponsors :
CANOPY CONNECT
1 Fort
VIVA 

This week Drake Lawhead comes to visit us in Insurance Town to talk all things conference , and maximizing the conference experience. We get into what all goes into building a major industry event and how attendees can actually get value from showing up. They also dig into how ITC evolved from an investor-focused conference into a broader experience for agents, brokers, carriers, and the tech vendors serving them.We discuss why in-person networking still matters, how to prepare before a conference, and what makes ITC’s agent and broker programming different from a typical trade show.

00:00 - Welcome to Insurance Town and sponsor shoutouts
  08:25 - What conference planning really looks like behind the scenes
  09:36 - How conference teams handle complaints and reduce friction
  11:42 - How attendees should prepare before a conference starts
  13:25 - Why some people should attend with a plan and others should leave room for serendipity
  15:46 - Why staying present beats taking conference-day Zoom calls
  18:48 - Why in-person networking still beats digital connection
  19:49 - How ITC’s app and meeting system help people connect fast
  28:35 - Why insurance is a natural fit for technology and AI
  31:09 - What ITC Agents attendees can expect from Tuesday through Thursday
  33:43 - Expo hall, main stage, happy hours, and the closing concert
  38:05 - Why ITC was built for introverts too
  39:43 - Quiet zones, lounges, puppy park, and low-pressure networking
  42:31 - How ITC borrows ideas from other conferences
  45:01 - Why intentional networking matters more than just putting people in a room
  46:45 - Why Drake enjoys the independent agency world
  47:58 - Dates, location, and how to register
  48:59 - ITC events around the world
  50:49 - Final push to register and use the app
  51:47 - Closing thanks and signoff

Thank you to my Sponsors: 
 
 Canopy Connect
 1fort
 Viva Virtual Solutions

In this weeks Episode, I got the chance to talk to my brother, my homie, my main man, Casey Nelson of Agency X and Eclipse Insurance. We talked about a major career shift, returning to the agency side with Eclipse Insurance, and why that move is giving him a new lens on what  works and what doesnt inside an agency. They also dig into Agency X, Casey and Jessica Holder’s upcoming behind the scenes podcast about fixing real agency problems in real time. Think, Reality TV meets VLog, meets Podcast, and all rolled into some entertaining and Educational Content built for insurance agencies.

 A big part of the conversation centers on the tension between old school workflows, modern automation, and AI, plus how agencies can adopt technology without creating chaos. Let me be real , this one gets SPICY, QUICK!! 

Timestamps

00:00 - Welcome to Insurance Town and sponsor rundown
 02:25 - Casey joins the conversation and catches up with Heath
 08:51 - Why agency owner alignment on process is non negotiable
 09:46 - Paper workflows, printed emails, and missing documentation
 14:07 - Why no insurance tech is truly ready out of the box
 15:04 - Preparing clients for AI driven service changes
 20:28 - Front door theory and getting everything into the ecosystem
 22:24 - Why agents should stop using personal cell phones for business
 24:14 - Relationship business vs order taker mentality
 27:10 - The value of honest staff feedback on workflows
 31:17 - How AI adoption has changed since the Zapier era
 32:26 - Why agencies that resist tech risk falling behind
 37:46 - AI fatigue and why younger generations may push back
 39:21 - Why agencies should map pain points before buying AI tools
 40:22 - Change one variable at a time and keep a baseline
 41:38 - What is agency X
 47:40 - Casey’s ITC speaking opportunity
 49:10 - What Casey will talk about at ITC
 50:42 - Why the agent and vendor halls at ITC are worth the trip
 51:38 - ITC promo code details and closing thoughts
 52:32 - Final thanks, future guest host plans, and signoff

Sponsors:
Canopy Connect 
1Fort AI
Viva Virtual Solutions

This week in Insurance Town, I got to sit down with Francisco Lopes of Sonant.AI for a conversation about one of the fastest-growing technologies in the insurance industry: voice AI.

Artificial intelligence has become one of the biggest topics in our business, but with all the excitement comes plenty of skepticism. Francisco and I discussed where voice AI has come from, why today's technology is dramatically different than the automated phone systems of the past, and how agencies can begin using AI in ways that improve both customer experience and operational efficiency.

We also talked about the concerns many agency owners and employees have about AI replacing jobs. Francisco shared why he believes AI is best used to support people, not replace them, allowing agency teams to spend more time building relationships and solving complex client needs while automation handles routine conversations.

Whether you're just beginning to explore AI or you're looking for practical ways to implement it in your agency, this episode offers valuable insights into where the technology is headed and what independent agencies should be doing today to prepare for tomorrow.

Chapters

00:00 Introduction and episode overview

02:23 Francisco's background and journey from astrophysics to AI

08:01 Moving to Silicon Valley and the lessons learned building AI technology

12:00 How Sonant.AI found its niche serving independent insurance agencies

14:46 Overcoming skepticism about voice AI and changing perceptions in insurance

17:47 Why creating a great customer experience matters more than achieving technical perfection

21:56 Addressing concerns about AI replacing jobs and why AI should empower agency teams

28:50 The future of AI in insurance, agentic AI, and where agencies should begin

36:01 Practical advice for insurance agencies looking to implement AI today

38:00 How to connect with Francisco and learn more about Sonant.AI

Sponsors:
Canopy Connect-
1Fort AI
Viva Virtual Solutions

There are some interviews you enjoy... and then there are conversations you genuinely don't want to end. This was one of those.

Recorded live from the iconic Santa Monica Pier during InsuranceFest 2026, I had the opportunity to sit down with Christina Lucas of Google Cloud, and what a fantastic conversation it turned out to be.

While many people know Christina for her work at Google Cloud, what really stood out was her incredible journey. From leading teams across the United States to living and working around the world, her experiences have shaped a unique perspective on leadership, innovation, and the future of our industry. She shared lessons learned from different cultures, different organizations, and different stages of her career—and in doing so, taught all of us something valuable.

Of course, we couldn't sit down with Christina without talking about artificial intelligence. We explored how Google Cloud is helping transform the insurance industry, why trust and security remain at the center of innovation, and how organizations can embrace AI in practical, meaningful ways. Rather than focusing on the hype, Christina brings a thoughtful perspective on how technology can empower people and create better outcomes across the insurance ecosystem.

We also discussed her newly co-authored book, Artificial Intelligence in the Insurance Industry, where she shares practical insights into how AI is already reshaping underwriting, brokerage, customer experience, operations, and leadership. Whether you're just beginning your AI journey or looking to take the next step, her perspective is one every insurance professional should hear.

This episode is packed with leadership lessons, technology insights, and plenty of laughs along the way. I had an absolute blast recording this one, and I think you're going to enjoy every minute of it.

A huge thank you to Christina for taking the time to join us and for sharing her wisdom with the Insurance Town community.

A special thank you to our amazing sponsors for making Insurance Town possible:

🏙️ Canopy Connect – The easiest way to collect verified insurance information from your clients in minutes.

🏙️ 1Fort – Helping insurance agencies leverage AI to streamline submissions, improve workflows, and create more time to serve clients.

🏙️ VIVA Virtual Solutions – Providing highly trained virtual professionals who help agencies scale efficiently while delivering exceptional service.

In this weeks episode i interview my new friend Jerry Ye, we explore how AI is transforming the insurance industry through the lens of Jerry Ye, in this engaging episode. Learn about the practical applications of AI in streamlining workflows, enhancing client relationships, and the future agency model.

• The journey of Jerry Ye into the insurance and AI space, including his background in machine learning and entrepreneurship
• How AI is helping agencies automate manual tasks like policy checks, renewals, and COI generation
• The importance of integrating AI deeply into agency workflows versus superficial use
• The myths and realities of AI replacing versus augmenting insurance agents
• Practical tips for agencies to adopt AI, including buy versus build strategies and overcoming industry resistance
• Future vision: AI's role in reducing operational bottlenecks and enabling agents to focus on relationship-building

Time Stamps

• 00:00 - Introduction to the episode and guest Jerry Ye
• 02:30 - Jerry's background in AI, entrepreneurship, and insurance
• 07:15 - Stereotypes in insurance: sales and service myths
• 10:45 - Why insurance remains resilient and adaptive
• 13:30 - The impact of AI on insurance agency workflows
• 16:40 - The role of call coaching and relationship building in sales
• 19:50 - AI's future in automating operational tasks and deep system integration
• 22:15 - The challenge of adopting AI in traditional, old-school agencies
• 26:00 - Key bottlenecks in agency operations: renewals, policy checks, and more
• 29:20 - The buy versus build debate in AI software adoption
• 32:00 - How integrated AI solutions should work in agencies
• 35:20 - Origin story of Relay AI and its mission
• 37:00 - The agency of the future and strategic AI adoption
• 40:00 - How to connect with Jerry and upcoming MAC Conference

 Sponsors! 

Canopy Connect

1Fort Insurance AI

Viva Virtual Assistants

Connect with Jerry Ye:

• LinkedIn

• Twitter

In this weeks episde here in Insurance Town I got to interview my friend Jackson Rollo. In this episode Jackson, president of Rollo Insurance Group, shares how a second-generation family agency achieved remarkable growth by embracing unorthodox strategies rooted in community focus, technological innovation, and strong culture. Discover how intentional investment in people and purpose can transform an agency into a leading industry force.

Main Topics Covered:

• The evolution and rapid growth of Rollo Insurance over the past five years, doubling its offices despite a 26-year history
• The agency’s dedication to community involvement, including volunteer programs that foster local relationships
• Reinventing agency culture: Building trust, loyalty, and unconventional hiring practices
• The importance of niching versus community focus, with insights into their local-market strategies in Arkansas
• How adopting technology and AI enhances human creativity and service, not replaces it
• Balancing profit, purpose, and team development within a family-owned business
• The mindset shifts necessary for agency owners to move from producer to leader

Timestamps: 00:00 - Welcome & overview of Jackson Rollo’s agency story
04:10 - How culture evolution fuels rapid growth
06:15 - Local market dominance through community focus & tech adoption
09:00 - Debunking niche-focused growth: Community first approach in Arkansas
11:45 - The role of technology and AI in empowering staff
14:30 - Building trust and loyalty through unconventional hiring
17:00 - Leadership mindset: Transitioning from producer to leader
20:30 - Balancing family legacy with modern agency scaling
23:45 - Developing staff & the importance of loyalty and character
26:50 - Personal branding and empowering individual agency staff
29:40 - Reinventing agency culture: From day one to long-term growth
33:10 - Embracing contrarian approaches to agency success
36:20 - The value of investing in people for sustainable growth
39:45 - How to develop a future-focused, innovative agency culture
43:20 - The impact of AI and technology on human creativity & problem solving
47:15 - The evolution of Jackson’s personal leadership & maturity
50:45 - Traits of team-building and loyalty seen in Jackson’s family business
54:50 - Managing local engagement while embracing technology
58:15 - Connecting with Jackson & resources for agency growth

• Canopy Connect
• 1Fort
• Viva