A new generation of insurance professionals emphasizes empathy as a critical skill, blending technical expertise with human connection for success.
Empathy as a Competitive Edge in Insurance
When you look at the landscape of the U.S. insurance industry today, there’s a remarkable shift happening. The best young professionals, particularly those under 40, are demonstrating that traits often dismissed as soft skills—like empathy and a genuine human connection—are proving to be powerful competitive advantages. This growing cohort of leaders is stepping into roles quicker than ever before, ushering in one of the most significant transitions the industry has seen in decades.
The upward mobilization of these professionals coincides with a wave of retirements of seasoned experts, leading to a loss of institutional knowledge. As this talent drain unfolds, the individuals filling those positions are met with unprecedented challenges but also unique opportunities. The 12th annual Rising Stars list by *Insurance Business America*, launched in January 2026, highlights these dynamic professionals, each of whom has demonstrated a deep commitment to their work in insurance while under 40.
What stands out from the latest Rising Stars is a narrative that contradicts some prevailing assumptions about the future of insurance. With advancements in artificial intelligence increasingly taking hold in underwriting and claims management, it’s commonly believed that the winners will be those who master technology. However, what’s emerging from the top talent is a resounding message: success often roots in the ability to connect with others on a human level. While technical proficiency is essential—these professionals understand their markets, products, and metrics intimately—they attribute their achievements to a deeper quality—empathy.
Take the experiences of this year's Rising Stars: Carter English, Lindsay Fisher, Paige Kremer, and Joseph Cook. Each comes from a unique background—ranging from benefits consulting to specialty brokerage. Yet, collectively they’ve arrived at a similar realization about the future of the industry, emphasizing the need for empathetic leadership.
The raw numbers behind this talent shift are telling. Mindy Pranculeviciute of Talentfoot frames the current scenario as both a crisis and an opportunity. The workforce projections suggest the industry is facing a talent shortfall, which some might see as a bleak outlook. However, Pranculeviciute offers a more nuanced perspective. She cautions that just because opportunities are abundant doesn’t mean success is guaranteed; preparedness is key. To navigate this landscape, professionals must blend strong technical skills with relational intelligence, making them bridges between the analytical and human elements of the business.
Brett Carter from The Jacobson Group confirms these shifts, noting that the table has been set for ambitious young leaders to take on responsibilities much earlier in their careers. What separates the truly standout performers from their peers lies in their approach to influence and teamwork.
As we assess the 2026 Rising Stars, we see a diverse cross-section of the industry. These young leaders embody various roles—brokers, claims specialists, and insurtech innovators, to name a few. Their diversity highlights an important evolution: insurance is less about a single pathway and more a constellation of careers where individuals can flourish.
Beyond their technical know-how, three key patterns emerge among these awardees: they take ownership of outcomes instead of merely completing tasks, they possess a strong commercial intuition linking their daily tasks to the overall business success, and perhaps most significantly, they invest in others early in their careers. This last point is particularly noteworthy; mentorship and collaboration are not afterthoughts but central to their personal and professional philosophy.
English’s journey exemplifies how a leader can embrace both their role and their responsibilities to their teams. Rather than retreating to an office away from the field, he actively engages with clients, maintaining a personal book of business while leading on a national scale. In this way, he manages to bridge the gap between leadership and participation, reinforcing credibility in a way that resonates with his team.
As you reflect on the changes reshaping the insurance sector, consider this: the most promising young leaders are not just charting their path through technical acumen but are profoundly impacting their workplaces through genuine human connection. This is what positions them—not just to thrive for themselves but to elevate their entire teams alongside them. If you're working in this space, harnessing empathy could be your secret weapon in navigating the evolving demands of this industry.Building Credibility and Rapport
When you engage with leadership and HR teams, establishing a sense of credibility is essential. By sharing your own experiences, you bridge the gap, helping others appreciate your insights. This professional connection is crucial, especially when you possess a background in accounting. Having that knowledge equips you to comprehend the larger financial health of the organization, allowing you to frame discussions in terms of overall profit and loss. This understanding is invaluable—it not only enhances your interactions but also positions you as a trusted advisor within the team.
Empathy as a Core Value
One of the most rewarding aspects of working in insurance is the ability to assist employees in navigating tough personal challenges. A poignant example comes from a recent encounter with a client facing a rare cancer diagnosis. After reaching out for assistance, he expressed immense relief that our guidance relieved some of his burden. Moments like these illustrate why empathy is not just a soft skill but a driving force behind successful client relationships. Helping to shoulder such emotional weight brings profound satisfaction, and it emphasizes the significance of human connection in our work.
The Human Element in an AI-Driven World
As professionals in the insurance industry face the increasing integration of AI, it's necessary to embrace technology without losing sight of the human touch. While AI can streamline mundane tasks and analyze complex submissions with remarkable efficiency, it lacks the nuance of human judgment. Recognizing this distinction is vital; AI should serve as an auxiliary resource rather than a replacement for personal engagement. The challenge lies in leveraging AI's capabilities while ensuring that the relationship-building aspect of our work remains firmly in our own hands.
A Shift to Specialization
Transitioning from a generalist role in HR to a specialization in benefits can be a game changer for professionals seeking depth in their careers. Operating as a one-person department often grants you a broad understanding, but focusing on a specific area fosters expertise. In this context, finding a niche—like health and welfare—enables you to become a go-to resource for colleagues seeking knowledge. This shift not only enhances your reputation but also empowers you to make a more significant impact within your organization.
The Art of Connection
Paige Kremer’s approach to her role as a specialty broker in construction risks highlights an important principle: building relationships is just as critical as closing deals. Her habit of penning handwritten notes each day to clients, underwriters, and colleagues speaks volumes about her commitment to genuine connection. This practice, which started not from a corporate directive but from personal conviction, serves as a strategic advantage. In an industry often dominated by digital interactions, this human touch fosters loyalty and encourages long-term partnerships.
Kremer adopts a mindset that prioritizes individuality over comparison with peers. She recognizes that distinguishing herself through authentic human interaction allows her to build meaningful relationships that extend beyond transactions. This perspective shifts the focus from mere sales metrics to the value of being memorable and approachable in a competitive landscape.
Disciplined Growth and Team Development
Navigating a growing book of business inevitably leads to the realization that delegation is essential. Kremer emphasizes that as your portfolio expands, so does the necessity of entrusting others with responsibilities. Hiring from outside the industry, she trains new team members to develop their own distinctive habits while fostering an inclusive environment. This commitment to nurturing talent unearths diverse perspectives and fresh approaches, reinforcing her belief in the importance of hands-on mentorship. The physical presence with her team reinforces her dedication to building the next generation, emphasizing that genuine training necessitates close collaboration.
In an industry where the stakes can be high, Kremer's philosophy—leading with empathy and human connection—creates not just a flourishing practice, but also paves the way for future leaders to follow a similar path rooted in integrity and compassion.Emphasizing the Human Edge in Insurance
The latest Rising Stars in the insurance sector embody a pivotal shift that goes beyond the mere adoption of technology. As Mindy Pranculeviciute from Talentfoot succinctly puts it, “Build evidence, not hope.” Each of these emerging leaders can demonstrate the tangible impact they've made in their roles, a necessary mindset as the industry grapples with automation and artificial intelligence. The question they consistently ask themselves—“What’s measurably different because you were in that seat?”—is more than a rhetorical exercise; it's an imperative for anyone looking to make a lasting mark in today's competitive landscape.
In a landscape where generative AI continues to gain traction—with 55% of U.S. insurance leaders indicating they're actively adopting such technology—wisdom lies not solely in technological fluency but in fostering human connections. The findings from Conning's 2025 survey signal that the future insurance workforce will prioritize relationship-building skills, as roles evolve to emphasize customer-engagement capabilities over routine tasks. The fact that AI can handle immense datasets doesn't diminish the necessity for professionals who understand the human nuances of risk management and client relations.
The Importance of Empathy and Relationships
As we look ahead, the 2026 Rising Stars reinforce that success in insurance isn't about who can automate processes the fastest; it’s about who can cultivate relationships with clients and colleagues. These individuals are already shaping the future through their efforts—in diverse areas ranging from employee benefits to excess underwriting. They recognize that the core of the industry is fundamentally about trust and human interaction.
Empathy becomes a competitive differentiator, especially when the industry anticipates losing around 400,000 workers by 2026 due to attrition. The ability to connect with clients, especially during stressful times, could be the deciding factor for long-term loyalty. In this context, the Rising Stars prove it’s possible to balance technical proficiency with a heartfelt commitment to serving others.
What stands out about these professionals is their deep investment in not only their roles but in the growth and development of their colleagues. They mentor, provide genuine support, and show up during pivotal moments for their teams. This culture of nurturing extends to educational initiatives where they frame insurance not just as a transactional business but as a community-driven service.
In a time marked by speed and efficiency, this human-centric approach isn't just refreshing; it's essential. While the industry buzzes with questions about the role of AI, the 2026 Rising Stars send a clear message: the aspects of insurance that truly matter will remain steadfast. Relationships built on trust and care will outlast any technology, affirming that the human edge is irreplaceable.
In conclusion, if you're part of the insurance ecosystem, take heed: understanding and investing in the personal connections you nurture may be your most strategic advantage in the evolving landscape. Adaptability and human empathy will undoubtedly be the hallmarks of success in this industry moving forward.
