Leadership in the insurance sector is experiencing a significant transformation, moving away from simply managing tasks to emphasizing the development of talent and resilience among teams. This shift was the focus of a recent panel discussion at InsuranceFest 2026 in Santa Monica, where industry experts engaged in a candid dialogue about the evolving nature of leadership.
Moderated by Suzanna Bittner, senior director of operations at C3 Risk & Insurance Services, the panel included Brooke Liu from MarshBerry, Jennifer Kessel of USG Insurance Services, and Diauntae Morrow, president of the NAAIA Cleveland chapter and owner of The Morrow Group. While the conversation was rooted in the U.S. market, many insights resonated globally, particularly in the U.K., where attracting and retaining talent remains a pressing issue for insurers.
One standout theme from the discussion was the critical need for leaders to empower their teams. Liu shared a personal insight from her battle with breast cancer, which forced her to delegate more as she took an extended leave. Upon returning, she was struck by the realization that she had previously limited her team's potential by not allowing them enough autonomy. “I had the most sickening realisation that I was holding my team back,” she said, highlighting a pivotal shift in her leadership philosophy towards recognizing delegation as a core responsibility.
Kessel echoed this sentiment, advising upcoming leaders to prioritize showcasing their value rather than merely demonstrating capability. She noted the industry's challenge in talent acquisition highlighted in Gallagher Bassett's recent research, which indicates that developing internal talent is becoming as vital as bringing in external hires.
Redefining Productivity and Employee Well-being
The panel tackled conventional notions of productivity. Liu described burnout as entering a "low power mode," where individuals struggle with creative thinking and interpersonal interactions. Instead of attempting to sidestep demanding phases, she emphasized recognizing and anticipating these periods, setting clear expectations with colleagues and family alike. “It’s always temporary,” Liu noted, suggesting that proactive communication can alleviate stress during such times.
Kessel has adopted strategies to protect her energy, such as reserving time for rejuvenating activities and turning off her email notifications. "If they need me, they will find me,” she stated, prioritizing her well-being over constant connectivity.
Essential Qualities Amid Automation
The conversation also touched upon the human attributes that will remain indispensable as automation expands within the industry. Kessel underscored the significance of curiosity in potential hires, advocating for a workforce eager to embrace technological advancements rather than resist them. “Even as technology advances, you need folks on your team that are curious,” she remarked.
Morrow highlighted other key traits, including coachability, accountability, and resilience. He emphasized that beyond hard work, employers should assess how prospective candidates navigate adversity. “Do you lose your cool? Do you panic?” he asked, as these intangibles become paramount in a landscape where routine tasks are increasingly automated.
Cultivating a Supportive Culture
As companies adapt to rapid advancements in technology, these shifts underscore a broader trend prioritizing judgment, relationship management, and coaching capabilities alongside technical skills. The panel discussed how leaders can support teams during organizational changes, with Kessel advocating for transparent conversations to address resistance driven by fear of personal loss in status or influence. Morrow supported this assertion, noting that fostering empathy is crucial in times of transition.
In a competitive talent market, the importance of workplace culture and effective day-to-day leadership is becoming more prominent than traditional incentives like salary increases. Liu recounted a thoughtful gesture from her CEO during her illness, a voicemail that signaled genuine concern and support. This experience taught her the value of acknowledgment, motivating her to extend similar compassion to her own team members during their challenges.
As the insurance industry navigates the complexities of technology, shifting workforce expectations, and ongoing talent competition, the panel concluded that true leadership is less about directing tasks and more about fostering environments where employees can thrive, adapt, and achieve their best capacity.
