Excellence in independent insurance takes many forms. It’s the agent who leads by example, the customer service representative who makes a difference every day, and the companies and MGAs that stand behind independent agents and help them succeed. They all represent new ideas and creative communications that move the industry forward.
PIA celebrated those contributions last month during its Annual Leadership Conference & Advocacy Day, recognizing this year’s recipients of the PIA National Awards. The annual honors recognize outstanding achievement across the profession, from individual leadership and service to organizational excellence, innovation and communications.
Professional Agent of the Year: Meg McArdle-Kowar, McArdle & Associates
For more than 30 years, Meg McArdle-Kowar has helped build McArdle & Associates, the Ashland, Virginia agency founded by her father in 1992. After purchasing the agency following his retirement, McArdle-Kowar has continued that legacy while emphasizing client service, professional development and industry involvement.
She encourages employees to pursue industry designations and supports their education by covering costs and providing time to attend classes. She also encourages involvement with PIA committees and programs.
“It’s rewarding to see how investing in education helps my team grow both professionally and personally,” says McArdle-Kowar. “I believe we owe it to our clients to always be growing and improving. As our industry changes, continuing to learn helps me and my staff stay knowledgeable, confident, and prepared to meet our clients’ needs.”
Her commitment extends beyond her own agency. McArdle-Kowar has served on ERIE Insurance and Northern Neck advisory councils and helped revive the ERIE Agents’ Coffeehouse in the Richmond area, giving local agents a forum to network, exchange ideas and learn from one another. “Our industry can be challenging, and having the opportunity to connect with peers creates a sense of camaraderie while providing valuable knowledge and different perspectives that help all of us be more successful,” says McArdle-Kowar.
“I am incredibly honored to receive this award, but I don’t see it as my achievement alone. I have the privilege of working with an amazing team every day, and this recognition belongs to them as much as it does to me,” McArdle-Kowar shares.
Company of the Year: ERIE Insurance
For more than a century, ERIE Insurance has built its business around the independent agency channel, combining personal service with modern technology to help agents better serve their clients. That commitment extends well beyond providing insurance products. ERIE invests in its agency partners through cooperative marketing, continuing education, product training and sales resources, while continuing to market through and alongside its agents.
“We’re incredibly honored to receive this recognition, especially from an organization that shares our deep commitment to the independent agent,” said Mike Fletcher, senior vice president of Sales and Marketing at ERIE. “While a lot has changed since our founding in 1925, one thing hasn’t — our belief in the value of relationships and the importance of what our founders called the human touch. Insurance is about people taking care of people, and ERIE’s independent agents make that promise real in our communities every single day.”
ERIE’s commitment to developing new independent agencies and building lasting partnerships has earned a high degree of trust among its agency force. Half of ERIE agencies place at least 80% of their business with the carrier, while 70% place at least half of their agency premium with Erie.
“We believe the relationships we have with our agents are true partnerships. We listen to our agents, value their perspectives and work together to do what’s best for all of us—not just the company,” shares Jay Simon, VP & Branch Manager – Kentucky at ERIE.
Managing General Agency of the Year: Roush Insurance Services
Roush Insurance Services helps independent agencies of all sizes access the excess and specialty markets, with no volume commitments required for appointments. Through binding authority and multiple brokerage options, Roush enables agents to find coverage for risks ranging from small start-up businesses to multimillion-dollar operations and from lower-value dwellings to high-value homes.
“We represent top carriers in the surplus lines market, and working with independent agents enables us to fully utilize their flexible products both within our binding authority and in brokerage situations,” says Melanie Roush Derzhavets, President of Roush Insurance Services. “The ability to tailor forms and adjust rates to reflect the level of risk results in a better insurance policy for the best price.”
Roush also works to strengthen the independent agency channel through its involvement with local and national insurance associations, participating in conventions, roundtables and meetings and providing education for agents navigating specialty markets.
The company combines industry expertise with technology designed to help agents work efficiently. Its Round Table platform allows agents to manage submissions and renewals, exchange documents, pay invoices, report claims and access other services around the clock. Roush also prioritizes responsive, transparent communication, including letting agents know immediately which underwriter is handling their submission.
“Our goal is to be responsive and to educate and inform agents, so they are confident and comfortable working with their clients even when placing unusual risks,” explains Derzhavets. “We acknowledge every submission promptly and provide our underwriter’s contact details. If more information is needed, the agent is advised immediately. If the requested coverage isn’t available, we offer an explanation and alternatives.”
Customer Service Representative of the Year: Ruth Martin, Fulcro Insurance
Exceptional customer service means understanding a client’s business, anticipating needs and finding ways to make insurance easier, according to Ruth Martin of Fulcro Insurance
Martin, based in the agency’s Atlanta, GA office, has put that approach into practice in tangible ways. She streamlined the agency’s submission process and implemented technology-driven certificate processing for several large contractor clients, reducing the administrative burden. She also routinely identifies coverage gaps and exposures that clients, or their previous agents, may have overlooked.
When one client expanded into new business classifications this year, Martin identified the company’s changing insurance needs, coordinated alternative coverage solutions and guided the client through the transition. The client later said other agents they consulted had not demonstrated the same thoroughness, responsiveness and transparency.
“I love working with and serving Fulcro’s customers because their risks range from the simplest to the most complex. It gives me the opportunity to continuously learn not only about their businesses, but also about them on a personal level. I genuinely enjoy understanding their ‘why’ and truly care about their success,” Martin says.
Martin, who earned her CIC designation in 2023 and is pursuing her CPCU, is also the first Latina to receive PIA’s Customer Service Representative of the Year Award.
“It feels incredibly meaningful to know that the way I show up for others, the work I put in, and the relationships I build have made an impact and are recognized,” Martin says about receiving the award. “I genuinely care about the people I work with, and knowing that they feel that care means more to me than I can put into words.”
Young Insurance Professional of the Year: Alyssa Hobgood, BWO Insurance
A third-generation independent insurance agent, Alyssa Hobgood has built her career while working to help develop the next generation of insurance professionals at the same time. Hobgood began working with a carrier before joining BWO Insurance, based in Oak Creek, WI, 10 years ago. Today, she is licensed in 10 states and serves on the Board of Directors for PIA Wisconsin, where she also participates in committees and other industry initiatives.
“This industry has given me so much, so I’ve always felt it’s important to give back and stay involved,” Hobgood says. “It’s about the people, learning from each other, helping others along the way, and having a voice in the future of our industry.”
That commitment extends to introducing young people to insurance careers. Hobgood has met with students at local high schools and community colleges, attended job fairs throughout the Milwaukee area, and promoted insurance career opportunities, PIA Wisconsin education programs and the association’s YPI Network.
“Engaging with the next generation of talent early as they start thinking about their careers can help solve the talent gap,” says Hobgood. “By partnering with local high schools and colleges, conducting classroom presentations, attending career fairs, and offering job shadowing and internships, we can introduce young people to the industry and show that it is more than just selling coverage. It is about serving and protecting the community.”
“Being a third-generation agent makes the award even more special. It’s an honor to be recognized, and more than anything, it motivates me to keep doing what I’m doing and hopefully leave the industry a little better than I found it,” Hobgood says.
Excellence in Innovative Communications: Copeland Insurance Agency
As consumers increasingly turn to AI-powered search tools for answers, Copeland Insurance Agency, which is owned by Jay and Vonda Copeland and is based in Manhattan, KS, saw an opportunity to rethink how the agency provides insurance information online.
Price is one of the key pieces of information consumers search for but it’s something insurance agencies rarely provide upfront. Going against the grain, Copeland created a dedicated pricing page on the agency website.
“We attended a conference earlier this year where the speaker was very passionate about transparency in the industry. He pointed out that price is one of the first things we look for when looking at products,” says Vonda Copeland. “Insurance has been reluctant to put pricing information out there because we know that there are so many variables.”
The page provides estimated insurance costs, giving prospective clients useful information while also positioning the agency’s content to be more easily discovered and referenced through AI search.
“We realized that offering pricing information would not only make our site a more valuable resource for search engines, but could also help us have more productive conversations with clients,” says Copeland. “Many variables go into determining a premium, and by providing customers with an estimated range, we have an opportunity to explain the factors that ultimately influence what they pay.”
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