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Paul Lucas  00:00:00 
Hello everyone, and welcome to Insurance Business TV as we talk to one of this year's top retail brokers. Yes, every year, Bnsurance Business America seeks feedback from brokers clients on the very best in the business qnd one company stood out among those reviews. That company is Field Insurance Agency, a Multi- line Agency offering competitive insurance products for Myrtle Beach, Charleston, Hilton Head and the surrounding areas of South Carolina. Today, we're joined by Brian Payne, the agency's Principal. So Brian, welcome to IB TV. 

Brian Payne  00:00:34 
Well, thank you, Paul. I'm happy to be here. Appreciate you having me. 

Paul Lucas  00:00:39 
Great to have you, Brian and obviously Field Insurance Agency has grown organically in a very competitive industry, particularly, of course, in the coastal market. So what strategies have been key to driving that kind of sustainable growth, especially in high risk areas with wind and flood coverage? 

Brian Payne  00:00:58 
Yes, well, you know, there's a there's a multitude of different reasons, really, but, you know, at the end of the day, I think our big, our big focus that we really kind of hang our hat on is, you know, the customer service piece, the customer service experience and at the end of the day, when you are able to connect with those consumers in the community, it ultimately drives a lot of referral business. And, you know, there's been a lot of disruption over the last few years in the coastal space, as you as you discussed, and so when you when you have the trust in the customers and they understand that you're familiar with the products that you represent with the carriers, the brokers, and they have confidence that you're able to place that business, that goes a long way and so when there is some of this disruption that's going on, when you have the ability to be able to go out to the market to find the products that match what the consumers need, that is, you know, very, very beneficial to for not only us, but to the consumers as well. 

Paul Lucas  00:02:06 
And that's quite a modest answer, of course, because I'm sure you've played quite a role in that growth as well. You've been with the organization for over two decades. So how has your leadership approach evolved over that time? And how has that continuity contributed to field insurances, reputation both for growth and profitability? 

Brian Payne  00:02:25 
Yeah, so I, my role has certainly changed over the years. You know, from being a, you know now, a lot of what I'm doing day to day is engaging with, of course, my team from a sales side, from a service side, remarketing department, which is obviously very busy in today's environment as well. You know, but staying in touch with those with those with my teammates, I should say, is obviously one of my top priorities. But then the other, the other side of that is really the engagement with the carriers and the companies, you know, the brokers that we're working with on a daily basis. And you know, having a good relationship with their underwriters is obviously a key to a lot of our success as well, and just staying in the in the know of what the marketplace is doing. And that goes from not only the product availability, but understanding what the appetites are for these carriers. You have a lot of different niche markets, if you will, in a coastal environment, whether that is an emitted basis or an excess basis, you know, knowing those products, what those offerings are, and being able to relay that information, get these quotes back to the consumer, ultimately, is one of the big parts of what I'm doing and overseeing day to day. 

Paul Lucas  00:03:41 
And of course, you oversee a team with excellent employee retention. So what do you think makes Field Insurance a place where people want to build long term careers? 

Brian Payne  00:03:55 
Well, you know, I I hang my hat on a lot of that. We've got a great a great team, a great leadership team, great sales team, great customer service team. And, you know, I tell folks a lot, you know, the these, day to day, we're with these people a lot, you know, ultimately, more than we're with our families, you know, because we're talking, you know, eight to five, nine to, you know, five o'clock A lot of times, email communication, cell phones, even after hours. So, you know, really having that, you know, continuity amongst our team has really become a, you know, a great piece of the overall picture, and has has been a very big port, you know, very big part of our focus over the years, 

Paul Lucas  00:04:42 
And just to switch back to your product offerings as well, Brian, you are, of course, one of the largest writers of personal lines, homeowners and excess and surplus coverage in South Carolina. So how do you balance innovation in product offerings with the unique challenges of. Insuring coastal properties? 

Brian Payne  00:05:03 
Yeah, well, you know, being familiar and understanding what's going on in the market has certainly played a big role. Obviously, you've got a lot of different carriers, lot of different products that are out there, and understanding what those products are and how they fit the consumers needs, you know, are big. A lot of these carriers have differences the way that the policies are, whether it be the deductibles, the coverage limits, the types of, you know, products, or, excuse me, the types of appetite I should say, that they have for certain risks, and understanding those appetites for risk is a huge part that helps our day to day operation run, you know, knowing what markets to approach and ultimately fulfilling what those customers needs are. 

Paul Lucas  00:05:50 
And of course, it's all starts with reaching those customers in the first place, and we are in an age of digital marketing. You've built a reputation through both large scale advertising and word of mouth referrals. So how do you maintain that balance? And indeed, what role does client trust play in your marketing and growth strategies? 

Brian Payne  00:06:12 
Yeah, I think, you know, reaching the customers, as we all know, is a huge part in the, you know, insurance business, especially as it is with a lot of other industries. So yes, we do a lot of different, you know, forms of marketing, whether it be digital, physical, you know, television ads, things of that nature, but at the end of the day, you know, attracting that consumer and then basically having those consumers, you know, put their trust in you, and then ultimately those those customers become additional referral partners, okay, or resources, I should say, and that ultimately is a huge part of the ability that we've had to scale over the years. It's, you know, when you can make one customer happy, then it usually trickle, has the trickle down effect, and that helps the overall retention piece as well, from a, you know, from a business standpoint and a growth standpoint. 

Paul Lucas  00:07:05 
Well, excellent tips there, Brian, a lot of food for thought for our audience, I'm sure, huge. Thanks for your time, and congratulations again to Field Insurance Agency for taking its place among this year's top retail brokers. Thanks, of course, to you for watching, and we'll see you next time, right here on Insurance Business TV.