How leaders can navigate market disruptions

If there’s one universal truth in the insurance industry, it’s this: change is inevitable,[1] and uncertainty is just part of the package. One minute, you’re navigating a stable market; the next, new regulations, economic swings or technological breakthroughs are flipping everything upside down. It’s enough to make even the most seasoned professionals feel like they’re trying to build a house of cards in a wind tunnel on a ship in heavy seas.

But here’s the thing—successful leaders don’t just survive these disruptions; they thrive in them. They aren’t caught off guard by changes because they expect them. They prepare for them. And, when they arrive, they face them with the confidence of someone who’s read every plot spoiler before the movie even starts. (Don’t worry, this article is spoiler free.)

Take the last few years, for example. The insurance industry has faced economic turbulence, shifting customer expec­tations and digital transformations moving at the speed of light. Some agencies struggled to keep up, scrambling to adapt as disruptions piled up. However, others seemed almost, dare I say, ready for it. They didn’t just react—they anticipated, adjusted and even found new opportunities in the chaos. So, what’s their secret? It starts with staying ahead of the curve.

Become a (data) fortune teller

Great leaders don’t just hope for the best; they keep their ears to the ground and their eyes on the data. They track industry trends, regulatory updates and market signals that hint at what’s coming next. Instead of being blindsided by change, they see it forming on the horizon, and they start preparing before it arrives.

It’s not about having a crystal ball—though that would certainly be helpful. It’s about gathering intel. Industry reports, regulatory forecasts, competitor moves—all these offer clues about where the market is headed. And let’s not forget networking. The best insights often come from conversations at conferences (like PIA Northeast’s annual events), professional associations (like PIA), or even a well-timed coffee chat with a fellow industry leader.

But staying informed is only half the battle. Because knowing change is coming is one thing—preparing for it is another.

Embrace the change instead of fearing it

Nobody likes uncertainty. There is a reason I own shirts that are older than my kids—it’s human nature to cling to what’s familiar. But in the insurance world, where shifts can be sudden and sweeping, adaptability isn’t just helpful—it’s essential. And, that mindset starts at the top.

The most effective leaders don’t just demand flexibility from their teams; they model it themselves. They create an environment in which employees aren’t afraid of change, but see it as an opportunity to innovate. Instead of viewing new regulations as a headache, they ask, “How can we turn this into an advantage?” Instead of dreading market disrup­tions, they prepare their teams to pivot and find solutions.

It all comes down to communication. When leaders keep their teams informed—about challenges, industry changes and the company’s strategy—it fosters trust. No one likes feeling as though they’re being left in the dark (unless you are a bat), waiting for the next big surprise. Transparency helps employees feel involved, valued, and most importantly, ready to tackle whatever comes next.

Don’t be a luddite

In an industry built on assessing risk, it’s ironic that some agencies still hesitate to embrace new technology. But let’s be real—sticking with outdated processes is like trying to run a marathon in Crocs. It might (technically) be possible, but it’s not going to end well.

Forward-thinking insurance leaders recognize that tech­nology isn’t just a convenience—it’s a necessity. InsurTech, AI-driven analytics, and automation have reshaped the industry, making operations faster, smarter and more efficient. Predictive analytics helps assess risk with greater accuracy, reducing losses and improv­ing underwriting. Automation elim­inates tedious administrative work, freeing up teams to focus on high-value interactions. And AI-powered tools, like chatbots and digital claims processing, create a seamless experience for clients.

The bottom line? Leaders who embrace technology aren’t just keeping up; they’re setting the pace. Those who re­sist? Well, they risk getting left behind.

Communicate through uncertainty

If there’s one thing that makes uncer­tainty worse, it’s a lack of communi­cation. In times of disruption, silence doesn’t create confidence—it creates panic. Employees, clients and stake­holders don’t expect their leaders to have all the answers, but they do expect their leaders to be honest.

A great insurance leader knows that clear, consistent communication is es­sential. Internally, employees need to understand what’s happening, how it affects them and what steps the agency is taking. Even if the news isn’t great, being upfront builds trust. People would rather hear a difficult truth than be left guessing.

Clients need the same reassurance. Whether it’s a shift in regulations, new underwriting guidelines, or an economic downturn, customers want to know their trusted agency partner is steady, prepared and looking out for them. A proactive phone call, an informative email or even a personal check-in can make all the difference in maintaining trust.

Take care of people

Change is exhausting. Uncertainty is stressful. And in high-pressure indus­tries like insurance, burnout is real. Leaders who want to navigate disrup­tion successfully can’t just focus on strategy; they must focus on people.

That means prioritizing work-life balance, encouraging professional growth, and making sure employees feel supported. A burned-out team won’t innovate. They won’t embrace change. And, they certainly won’t stick around if they feel overwhelmed and undervalued.

It also means checking in on clients, not just to sell a policy, but to ensure they feel heard and understood. In un­certain times, people don’t just want a service provider; they want a trusted adviser. The leaders who prioritize re­lationships over transactions are the ones who build long-term loyalty.

Master uncertainty, don’t just survive it

Disruptions in the insurance market are inevitable. However, the best lead­ers don’t fear uncertainty—they master it. They stay informed, communicate openly, embrace adaptability, and in­vest in their people and technology. They don’t wait for change to force their hand; they take the lead, guiding their teams and clients with confidence.[2]

So, the next time the market throws a curveball, don’t panic. Take a breath, assess the situation, and remind your­self: this isn’t the first disruption, and it won’t be the last. But with the right mindset and strategy, you’ll come out stronger—ready for whatever comes next.

This article originally appeared in the April 2025 issue of PIA Magazine.

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[1] And, as the MCU proved in Avengers: Infinity War: Thanos also is inevitable.

[2] Think about all of Tony Stark, aka Iron­man’s, actions in Avengers: Endgame.