Half, 51%, of insurance agency employees report feeling burned out, according to research from Liberty Mutual and Safeco,
Over half, 57%, say they feel mentally and physically exhausted. Sixty-five percent of those in non-principal and ownership roles report feeling stressed often at work. The 2025 Independent Agents Work Study surveyed 1,242 independent agency owners and employees in the U.S. Liberty Mutual conducted it online in November 2024.
The findings show agency employees, regardless of role, are experiencing an increase in work leading to more stress, feeling overwhelmed and burned out. The study suggests agencies using more technology have lower burnout amongst its employees.
Crista Walker, VP of agent engagement and programs at Liberty Mutual, said in a statement:
"Change is always hard. As with any new technology that an agency looks to implement, pushing for the use of AI can cause friction for employees. Depending on how that new technology is brought into the agency and introduced to employees, it can either be one more thing an agent needs to learn, or it could be a tool that unlocks a ton of efficiency. What's most important for agency leadership to remember is that, at its core, AI adoption is a change management process and should be treated as such."
The study highlighted several digital tools as potentially helpful including real-time chat, real-time binding, recorded video proposals, marketing automation and self-service tools for customers.
