Virginia Goff
Partner
Durrett Insurance Agency LLP, Louisville, Ky.
Years at company: 10
How I joined the insurance industry:
After college at Western Kentucky, I worked for [payroll company] ADP. When clients needed Workers' Comp, we would refer them to an agency down in Atlanta. I brought up that my dad has an agency in town and that it would be a good idea for us to refer that business locally—and my supervisors agreed. After learning more about the industry, and realizing that I could be an expert and offer real value to businesses, I joined my dad's agency in 2005. Now, the main thing I write is Workers' Comp, which makes up about 75% of my book of business.
Looking at you, Dad:
I've always looked up to my dad. He's a quadriplegic. It's inspiring to see someone who has had polio make such a difference. He got it when he was 3, but he was valedictorian in high school, he went to college, went to law school, became a lawyer and a judge, and he is still working today. My dad bought the agency 46 years ago, but really only started working here full time after retiring from the bench in 1998. He has a great work ethic and it motivates me to see all of the different ways that he gives back, how he interacts with people, and how he delivers the results and successes to our clients that he does. My dad also encourages me to get involved with our local industry associations, and to learn the technical knowledge of insurance.
Talkin' 'bout my generation:
It can be a challenge to work with family. The generation gap is a factor—the agency didn't have a website nor an online management system when I came on. But now we do, and I had to teach everyone how to use it. I've also had challenges because I'm a younger woman. At our agency, we only write business insurance policies, so typically those clients are older men. And in the beginning, clients would address their questions to my senior partners—not me—at sales meetings. I think the generation gap occurs at other agencies as well, and it helps to talk with other young agents in the same situation. I chaired the Independent Insurance Agents of Kentucky's Young Agents Committee, in the 2011-2012 term, and I was only the second woman to do so. My goal is to bring more young people into this business. It's a struggle, though: I speak at college fairs about the industry, and have found that many students mainly think of medical and healthcare professions or just Home and Auto insurance agents when they think of our industry. There can be a real disconnection.
The claim connection:
Because the cost of claims is going up, it's important for insurance agents to manage them and make sure that they are reserved properly. As soon as we learn about a Workers Comp' claim, we get the doctor's notes, look at their treatment plans and get the injured employee back to work as soon as possible. The insurance carrier has a hand in this too, but our agency always has been involved in Workers' Comp claims management. If you want your clients to be more profitable—this is one area where we can help manage costs, reduce experience modification rates and improve loss control.
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