The COVID-19 Pandemic: How Has It Changed the Way Agents Work?

Sponsored by Farmers Insurance

A Farmers® agent.

Photo courtesy of Farmers Insurance®.

Farmers Insurance®
Farmers Insurance®

Since 2020, business as usual for many companies across the country shifted as they went from in-person working to remote or hybrid models. We asked some Farmers® agents how the COVID-19 pandemic has changed the way they work. 

Embracing change

We have made several adjustments in our office, including the implementation of virtual options for communicating and presenting to customers. I don’t think the world will go back to meeting the way we were before. However, the virtual way of working has opened doors for us — we can put a face with a customer’s voice, connect with him or her, and build a rapport as we would before the COVID-19 pandemic. 

Carmen Sears, Farmers® agent

The new norm

I started my career in insurance about 15 years ago, so I was pretty set in my ways about how my day-to-day ran. However, when the COVID-19 pandemic hit, I had to adjust everything I had done all those years. I opened my mind to the fact that my comfort zone was no longer there, and that if I wanted to be successful, I had to look for new ways to connect with prospects. The pandemic changed everything about the way I view my job. It has reminded me how important our products are, and it has shown me how to take a deep breath and just keep going.  

Sonia Stargel, Farmers® agent

Coming together as a team

We learned a lot during the COVID-19 pandemic, including that we could easily transition staff to work from home seamlessly. I quickly realized how lucky we were to be paperless and able to use a digital filing system. We also learned how to network via Zoom, and we continue to foster our referral sources with phone calls. 

Steffanie Rigetta, Farmers® agent

Seamless focus on customers

The COVID-19 pandemic has changed the way our agency runs. For example, we practice social distancing when we meet with customers in person; the majority still prefer to meet over the phone due to the times we are in. Our agency has been able to meet their needs with the same level of customer service satisfaction. 

Annie Spitzer, Farmers® agent

Working from home… works

My agency has the capability to switch from in-office to working from home. Although my team prefers to come into the office, we have structured our office operations to facilitate working from home when needed. Customers have been so grateful to know that we can help them. 

Nadia Cortes, Farmers® agent