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- In 2025, I was so excited to be a part

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of the Travelers Agent
Leadership Program , TALP,

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and what we did there was
learn a little bit more about

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the entire symbiotic
relationship of how agents,

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underwriting, and of course,
our clients work together.

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- It's really important
to talk about the why

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and just not the what, so
that agents can understand

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what underwriting is,
what loss prevention is,

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and how to provide the customer

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with the best possible experience.

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- There was a client that
specifically came to mind,

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Mr. Barrington.

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I knew that there was a lot
of effort that he put into

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his house to be able to qualify
and kind of push himself

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into working with Travelers directly.

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- He was calling about
a Coastal Texas risk,

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so it was currently ineligible

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because they had tree overhang.

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- The roof needed to be redone.

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It was an older roof,
and then he also needed

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to cut back trees that were leaning over

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the top of the roof.

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The chances of those things
falling, creating some claims

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that there shouldn't be, is a big concern.

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- Mitigation is about
protecting not just the company,

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but the customer from loss.

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- I decided that it would be
a good idea to talk to him,

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get a couple more pieces of
information, some more pictures

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of him trimming trees back,
the roof getting updated

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and done, and then submitting
that into underwriting

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for approval.

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72 hours after we got him the approval,

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a tornado touched down
about seven minutes away

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from my office.

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First thing I did was call Mr. Barrington

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and make sure that he's okay.

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Check in on seeing how he's doing,

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and the first thing that
he tells me is that,

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hey, his home is safe.

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- I was completely shocked,
especially that a tornado

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had gone through that particular area

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and I was really hoping
that no one was injured

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or seriously hurt.

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Then I began to wonder
about what kind of damage

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had happened to Mr. Barrington's house.

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He had several neighbors
that had damaged homes.

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He was, you know, one of the
very few in the neighborhood

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that did not sustain any
damage from this tornado.

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- It's not a speed bump
in my sales process.

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It is a a little bit of care
and communication towards

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the client to solve issues that
they haven't seen just yet.