commercial lines account manager

employee benefits account manager

customer service representative

account manager

account executive

Brown & Brown Insurance

Typical Day at Work:
Daily responsibilities often involve handling frustrated customers, largely due to systemic issues that staff have raised but feel have not been addressed by leadership.
What I Learned:
I've gained insight into the importance of transparent and responsive leadership. I’ve also come to understand that HR's primary role is often to support organizational interests and not for the actual humans who work there.
Management:
There appears to be an allergy to re-evaluate leadership roles, even in light of recurring feedback and turnover from both clients and staff.
Workplace Culture:
Team-building opportunities are limited. While management has referenced a budget for bonding activities, few have been implemented recently. Occasional events, such as pizza parties, are provided, but morale-building efforts seem minimal post-COVID.
Hardest Part of the Job:
Lack of supportive leadership and limited guidance or mentorship from management.
Most Enjoyable Part of the Job:
The end of the workday, when personal time resumes.

Overall Experience:
Of the various roles I’ve held in the insurance industry, this one has been the most challenging. HR processes felt uncomfortable and, at times, intimidating—especially when concerns were raised. If you report a teammate to HR, they will automatically be informed of your report, with your name attached, because leadership is unprofessional and the gossip in the office is nonstop. 

I experience situations daily where complaints about workplace conduct are not addressed effectively whether that be between staff members or regarding clients walking away from business due to poor service.

Despite departmental success and record breaking years, raises have been minimal and advancement opportunities don't exist unless someone else is fired or quits. As I think about this, I think only one person in leadership has been promoted and only 3 people have moved from tech to account manager. They say there's no room for a raise but then externally hire people with less experience who make more money than you upon starting.
Budget priorities seemed focused on rewards for producers rather than those in client-facing roles who are on the phones retaining clients all day. Instead, the producers get a week long vacation to Florida while the rest of the staff is left to fend for themselves. 
Interactions with leadership often felt dismissive, and communication could come across as directive rather than collaborative. Leadership does not do well with suggestions and all end of year reviews can be seen by leadership even though they claim to be anonymous. I have had direct quotes from my leadership reviews read back to me by other teammates (not leaders). How did they get this information?
Gender dynamics in the office also contributed to a challenging atmosphere for some employees. 90% of the leadership is male. There have been multiple women who have been removed from their leadership roles with no explanation. 
I was occasionally asked to perform tasks that conflicted with my ethical standards, and declining to do so sometimes led to further scrutiny and isolation.
When concerns were escalated to HR, we were told "this isn't a democracy. if you are not on my side or agree to my directions, get off the bus".  

if I didn't need the benefits for my children, I would've quit by now. 


Management (all men except one) take long lunches, constant vacations, and leave work early, while the adjusters work long days and weekends on their never ending stream of claims. Management has no idea how long claims take to handle and demand a report and coverage letter within 30 days. You must settle non-litigated claims on your own without retaining defense counsel. It is impossible to investigate and settle 100-300 complicated claims on your own. Management have never handled claims at Lancer, so their sole purpose is to nag you to close your files quickly. The company makes money based on the number of claims each adjuster handles, so you can never catch your breath. And they are always on your back to hurry up and close the file so they can allege that your file count is low and give you more. The claims are complicated professional liability claims (P&C, A&E, Financial, Farm, Title, Real Estate, Pollution, etc), but they only care about your claim count. Even if you are insanely busy, they will allege you're not and just tell you to hurry up. There are no bonuses and raises are 1% a year, if any. If you like to be micromanaged and nagged at daily, this is your place. There are no offices. Even lawyers and people who have worked there 10 plus years work in cubicles. They claim you can work at home, but they will find some excuse to not give you that benefit when the time comes, stating that you're not working hard enough or that you're not caught up. Don't be tricked by the 5 weeks of vacation they tell you about. You'll be too busy to take any. This place is a joke. They are so cheap, they don't even have plastic utensils or tissue boxes. Computers and telephones are 10-15 years old and they use Microsoft XP. Don't be fooled by Brown and Brown being a public company. Lancer is a small company within a big company, and runs like a tiny poor company. They will make you study and take up to 4 adjuster licenses when work is insanely busy, but don't give you any days off to study. The tests are not easy, and  there's no reward for passing them. Like I said earlier, no bonuses, no Xmas gifts, and 1% raises, if any. Any profit the company makes goes to the managers only. Don't be tricked when the company tells you that employees have worked there for a long time. What do you don't see are the dozens that have left after 1-2 years.

As a producer, my job is all about networking; to make those connections and turn those relationships into clients I can help. B&B enables me to do so through several important avenues. 

First, the leadership team in the Las Vegas office is exemplary. There is no micromanagement but you are not alone either. They check in with you, talk about what they can offer to help, talk situations out with you but still give you the free will to run your day the way you see fit. I've never had a more encouraging and supportive leader before and that alone is invaluable to our office. 

B&B also has significant resources to offer it's employees. With their longevity in Las Vegas, their ties with the local community are strong and deep. B&B also actively participates in several major nonprofits in our community, encouraging their employees to do so as well.  Beyond this, B&B has a national backing which means they can offer significant resources to clients so I know I'm doing the best I can do for our local businesses. 

The culture in the office is one of the best. I enjoy being in the office and working in collaboration with my coworkers. There is a good balance of experienced producers who want to mentor their juniors and young new producers to our field who have vast potential. While there is friendly competition, everyone in the office genuinely helps their coworkers without any animosity. 

The hardest part of the job would be the self discipline required. This is not a sit back and have things handed to you type of job. B&B expects employees to keep themselves accountable, to do their job, roll up their sleeves and get to it. There is a certain amount of grit needed, especially in the producer world.  But the leadership in the LV office is based on merit - they reward hard work and that is truly the case here. 

The culture of coworkers being a part of a team and leadership being coaches is genuinely present. Leadership is approachable and doesn't emphasize hierarchy dynamics. 

Even at the corporate level, the company is genuinely employee focused. They are one of the few companies that understands an employee that feels valued and invested in will go above and beyond expectations to serve customers and work for the company's success. 

Their online based employee training courses offered include a variety of optional courses that focus on an employees overall personal development. For example courses outlining business/office etiquette, making the most out of LinkedIn, digital etiquette, and finding your leadership style just to name a few. 

Their response to the 2020 pandemic that left many employees working remotely was to focus on removing the stigma around mental health and providing employees weekly access to webinars addressing different mental health topics and tools for wellness. 

Their financial benefits go beyond offering a 401k  and provide employees access to webinars dedicated to educating them on subjects that can help improve their financial wellness. 

They provide more than just tools for employees to be successful where they work but tools to be successful in their lives. This is the culture. That is why there are so many employees that have been with the company for not just years but decades and things only seem to be getting better with time. 

I've only been with Brown & Brown for a month but I have never seen company culture and values actively present in the workplace like they are here. 

With Brown & Brown you either drink the corporate Koolaid or they eventually remove you.  Sales is King, if you are good at sales then you can do whatever you want whenever you want with basically no repercussions.  We were forced to open network ports so senior sales people could watch "research material" at work, despite the implicit threat this was to the entire office, much less the morality.  Two days later when the local network went down it was up to the IT team to solve the issue. No punishment was ever handed out to the guilty party.  

 Everyone in senior management is from sales and most of them have very little or no experience in anything else, and can time and time again be sold a bill of goods in regards to IT services and supplies over the suggestions and plans of the trained staff.  You would think that an Insurance resale house would have the management skill to plan ahead, but time and time again, "It's working now no need to bother", ended with mission critical components and services crashing because of easily preventable end of life related issues.  


Another point is the turnover rate in the first 90 days of employment at the location I worked was close to 80%. Some if this was due to failed hiring practices and mistakes made by Human resources, but a solid 50% of the people that left, did so because they saw the writing on the wall that there was exactly 0 growth potential and got out of the company before too much time was invested.  

Take a job here if you absolutely need one, but only use it as a paycheck until you can find a better company that supports its staff.

As a former employee of B&B Melbourne, I can say without any doubt that you are better off anywhere else than this particular office.  They continue to bring in young "professionals" to run this office who have no management skills.  While you may be an employee that has been working there for many years, about every two years you will be required to once again prove yourself to new leadership. 
 The old PLC typically moves to another office, or in two cases that I've seen, didn't make it and ended up back as Producers. 
 Management will try to appeal to you with extras, only to minimize them when the time comes to pay up.  The entire model of this company is to hire young adults right out of college (you must have a college degree to produce), train them, work them to insanity, pay them very little for doing it, build them up while they build up their book of business of which B&B will take the higher % of commission ALWAYS, and once you are successful they will run you off so that they can take all of your accounts and make them "house accounts", meaning no one is paid commission on them, only the new PCL will be bonused on those house accounts which are now all profit!  You have a much better chance of being paid much higher commission at ANY other insurance agency.  I sugguest staying far, far away from this office!!!

A typical day in the office involved trying to keep busy and not fall asleep. You would either study for an exam or be prepping for the following week on the road. Unless you were the Team Leader you normally did not have a bunch of prep work though.

The management is okay but you have to be willing to drink the kool-aide! If you do not "buy-in" to the "this is the greatest company ever" mentality you will not last long and your life will be miserable.You literally have to eat-breath-sleep the company. You have to be flexible and willing to relocate!

Since you travel out of state every other week your work life balance is horrible. You spend a lot of time with your co-workers i.e. plane rides, 90 mins drives from airport to branch location, cramped in a conference room for 9hrs auditing, breakfast, lunch and dinner. FYI, eating as a "team" on the road is mandatory! So if you are coming straight out of college and are into Greek life this is an easy transition.

The work is easy and kind of boring but they pay pretty well and give awesome bonuses if you keep educating yourself. Being able to travel to some pretty cool cities and keeping all the airline miles is pretty sweet too!

This company supports a separation between sales and account managers, which creates for a stressful and unnecessary competitive environment. The PCL's are mostly those promoted from sales to a leadership role, but most PCL's lack the human/employee relations training on dealing with the day to day operations of the Profit Center. In fact, they are required to continue selling rather than caring about their staff.

The company itself was hard to understand. It was treated as a solid company for the benefits of the upper management, but for sales/leads and benefits, it was treated as a small business. Clients are constantly contacted by other Profit Centers to a point they leave Brown & Brown all together. I was told that the confusion was due to the appearance of disorganization and lack of communication throughout the company.

For being an insurance company, the medical benefits are okay but not great. Especially, for being such a huge company, you would think the rates for employees would be much less, which is not the case. I went to a small company, paying less (new company contributes 50%) and better benefits.

I would not recommend working for this company or using this company as an insurance agent. It is too segregated for me in all the wrong areas.

The shift started at 8 AM.   However, no immediate supervisors would arrive until 9 AM at the earliest.  The shift ended at 5 PM, but the supervisors regularly left at 4 PM.  Escalated calls had no one to manage them at the beginning or end of the day.  The standard procedure was to forward the call to the supervisor's voicemail.  However, this would regularly be met with complaints from the supervisor the following day.  Coworkers on your level were very polite, but direct managers (when available) regarded escalated issues with a measure of contempt towards the client and the agent who had to escalate the call. In my department, we had two supervisors who regularly would meet at one of their cubicles and engage in loud personal conversations that rendered them unapproachable for two reasons: 1. it seemed rude to interrupt or intrude on their conversations, which were often of personal natures; 2. their reactions to being interrupted reinforced that they could not be bothered to render aid.  Conversely, CalSurance's CEO was incredibly polite and always had a genuine compliment for his employees.  He could recall if someone had been dealing with hardships and would ask them if things were improving.

Work-life balance
Work-life balance at Brown & Brown Insurance is merely wishful thinking.  They have you working as an hourly exempt associate & frown on OT.

Pay & benefits
My pay and benefits at Brown & Brown Insurance were fine.  Fair wages, great benefits alas I didn’t make it long enough to take advantage

Job security and advancement
In terms of job security at Brown & Brown Insurance, I think you basically need to be a robot to be able to make it in this environment.

Management
In general, the Personal Lines manager at Brown & Brown Insurance is worst I’ve encountered at any job in my entire working life.

Culture
Collaboration with my colleagues at Brown & Brown Insurance is beyond frustrating. From my second day on, I endured soap box speeches from associates who disparaged other AM’s, management and the Account Executive on a daily basis.  Dysfunctional doesn’t even begin to address the rot in this department.

Overall
My experience working at Brown & Brown Insurance was a complete waste of time. I danced a jig when I was told they needed to go in a different direction & I was relieved of my duties. If you are a long term insurance professional, don’t waste your time.  This place sucks with a capital S.

Top Job Titles	Average Salary
Commercial lines account manager 4 salaries reported	$32.00 per hour
Employee benefits account manager 1 salary reported	$55,000 per year
Customer service representative 3 salaries reported	$24.31 per hour
Account manager 1 salary reported	$90,000 per year
Account executive 1 salary reported	$51,050 per year

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