What If Your Insurance Fails When It Matters with Tina White, Providence Insurance

0:00Welcome to Epic Entrepreneurs. I am Cliff McRae with Action Coach Business Growth Partners. Every week, we sit down with business owners, founders, and leaders to uncover the real stories behind building a successful business. The wins, the setbacks, the lessons learned, and the strategies that help them grow. No scripts, no fluff, just honest conversations with entrepreneurs who are in the trenches every single day. Whether you are a business owner yourself, thinking about starting a business, or simply enjoy hearing how successful people think and operate, you are in the right place. Let's jump into today's episode, shall we?

0:58All right, everyone. Welcome to this week's episode of Epic Entrepreneurs. I am Cliff McRae with Action Coach Business Growth Partners, where we work with local business owners to turn big ideas into real scalable growth. Today, I'm excited to be joined by Tina White, founder of Providence Insurance Agency in South Charleston, West Virginia. Tina, how are you doing today? Fantastic. Thanks for asking. Yeah, yeah. We're very excited to have you on. A little bit more about you. Tina brings more than 25 years of insurance experience across captive, independent, and commercial roles, and today leads a woman-owned agency helping families and businesses prepare, protect, and gain peace of mind.

1:37So, Tina, thanks again for being here. So, if you don't mind, let's go ahead and jump right into it. Absolutely. Let's go. All right. So, Tina, you entered insurance in 1996 after working in sales and banking. What made insurance the career that stuck? That's a great question. I've always liked people and knew that it was meant for me to interact and daily be with teams and other people. But what really happened was that my insurance agent came to write my new homeowner's policy, noticed I was going to have a baby and said, hey, would you like some life insurance? And she said, people your age change jobs eight times during their lifetime.

2:24And because I said I had it at work. And she said, well, what if you left your work? And I said, yeah, well, you're right. I mean, I was 25. So probably the chance of me having another job than banking at the time was true. And I said, OK, you know, I'll take some life insurance. And she said, you know what? I've known you since you were 13. I think you'd be a great fit for insurance. So I was very blessed and fortunate that someone saw something in me that called out that ability of sales, which I started at about nine, age nine. So, yeah. Was that, I'm guessing, a store-to-door selling cookies or something?

3:00Yes, not cookies, surprisingly enough. So this is quite a while back. Let's see. Let me go. So let's say 1980, early 80s. and there was a way that kids could make money by selling Christmas cards that were embossed and personalized. And so back then you went door to door because you knew your neighbor and I went door to door. I wanted to win a Polaroid camera. So clearly dating myself, I gave you the year, I gave you what, but this Polaroid camera, I was motivated by while things or money, making goals, you know, so that was good. I came to me early on and I earned that camera, by the way. Yeah, that's yeah, that was a very different time.

3:45Like you said, that hit me. When you said you knew your neighbors, like I've got I've got a couple of neighbors. I got actually a neighbor that just moved across. I don't even know their name. Barely even see him. Right. The same. Like I, we have some neighbors down the street and I don't really know them at all. And it's just a different world. We could tell you who probably built the house, what year they built it, but it's, it is a different world. And of course now, I mean, the big thing for kids when they're younger is being influencers. So what a world, we didn't have any of that. And I, you know what, I bet you, I would have been one of those kids or whatever.

4:23I'd be like, here's the newest thing, you know? You could dance, right? You could do some TikTok dances. I can't floss. I know that's weird. I probably could. I literally teach a dance fitness class, but the flossing thing I never quite got, nor did I care for. But yes, I can dance. And yes, I would do that. I would get on there. And matter of fact, you might give me an idea for moving the insurance TikTok. I'm going to have to do an insurance dance. I don't know what that looks like, but we'll find one. Okay. Okay. Now, Tina, what did your path look like before Providence Insurance Agency and what pushed you towards business ownership in general?

5:00Yeah. So the path, I mean, obviously I had a retail background and I was very good at different places I worked in sales and like we would increase sales. And I learned really quickly that I was good at that. And then I was kind of drafted into banking. So I had this whole financial side. And so when this agent who was a State Farm agent, I'm going to give her credit, she did retire, but I went to work for her and it was brief. It was only about nine months because I also found out I was going to have another baby. So my children are very close back to back, 15 months apart. And during that time, State Farm is a very busy insurance network.

5:42They probably insured one out of every three drivers in West Virginia. That was the actual statistic. At that time, we're talking in the 90s, they dominated insurance in West Virginia and most a lot of other places in the nation. Obviously, people know State Farm. And so it was very hectic and very busy. But there was competition And there was this little regional competition company that we were starting to lose business and our agent didn't like to lose business. And so we were told to say, you know, whatever, to try to keep someone, you know, did you review the coverage? That company is this or that.

6:20And so I finally looked at the girl I work with and I said, have you ever heard about this company? And she said, yeah, I actually have them for car insurance. I'm like, really? I'm going to call and get me a call, quote. So I called this other insurance company for a quote. and the guy was like, he answered his phone on the first ring. We couldn't even answer on the fourth ring at this busy state farm agency. And so I was like, wow, you answered your phone quick, but I would like to get a quote. And by the way, I'm a licensed insurance service person. And he was like, oh, well, I'm looking. So I, I, you know, by being a talker, by being, you know, always want to learn about other people a little bit is the nature of how I am.

6:58I talked myself into a job basically. So I was getting ready. It was two miles from my house, which is really good timing when you're going to have two babies. So I went ahead and left State Farm and went to this independent agent who had a lot of commercial background. So that was super helpful. But it was so nice being so close to home that I could go home at lunch. And that's how I kind of walked into this independent agent. So different times during my career, I looked at getting my own agency, especially through this regional carrier. And the regional carrier is called Erie. They're out of Erie, Pennsylvania.

7:35They're only in about 13 states. So it depends on your broadcast area. And I know you're somewhat here. So all the states around us do have Erie, but is very popular company, very competitive in my area. And so I would talk to the district manager and say, I think I'm interested. Well, startup costs, I mean, that is huge for any entrepreneur. Can you endure? Do you have a startup? Do you have the equity? Do you have assets to fall back on? Can you make it a year before you start really making income? And those were big questions for me and my very young family. And so my husband is also self-employed in a different line of work, but he does have an insurance license.

8:18And that's when I kept deciding, well, it would be easier, even though I was straight Commission within a few years of the large, large agency that I went to. Well, I went to grow with. We were small and then we grew really large, one of the largest agencies in the state of West Virginia. And so I really thought about it hard and I thought, OK, it's not the time. I can't really afford to take a draw on twenty thousand dollars a year and have two kids and I've got benefits. And so I hear this so often. I really can't leave my job because I need health insurance. That is such a powerful hole that we have in the United States and with our health care system.

9:01And that was, and I sold health insurance. Isn't that funny? And kind of like the weirdest dichotomy is that I'm in insurance, actually sell health insurance, but yet it's not really affordable. And it's not something I can do on my own when you go to be an entrepreneur and start from scratch. And so that was a conversation I had three to four times. I've actually was asked to go into business and what other people want to start an insurance agency four times before I actually went and took the jump in 2021, which by all means was probably one of the weirder times to go into business post-COVID and also with AI and online companies.

9:41So long answer, but that's what kind of brought me where I am today. Okay. Now, do you all offer anything else? What are the main services or solutions Providence Insurance Agency provides today? And who would you say is your best fit customer? That's a wonderful question. I am a property casualty agent. So the strength is a residual long-term client that has a home and cars. And I love small business owners because I do have a large commercial background. So I like to take care of the whole picture for them. In addition to the property casualty side, of course, West Virginia does private workers' comps.

10:20So I do workers' compensation in multiple states. And addition to that, we do sell life insurance. I mean, why wouldn't I? That's what got me into insurance in the first place. And I do offer group benefits. We don't have a lot of individual health, I do have a referral partner that would have multiple options for health insurance. I do more of the group side and if they want a blue cross, but it's a loaded topic and not something I'm building my whole agency on. So, you know, normally just for clients only if they really want me to handle that for them. But my strength really came into commercial later on.

11:04and I was the state rep for two different direct carriers, which that people don't, you know what? I didn't even know the different type of insurance agent jobs there were when I worked for State Farm and then the independent. I thought there was just captive carriers that represent one person, like State Farm, all state farmers in some states, and then independents that represent everybody else. Well, there's the direct carrier, which is they call you a representative of their company, but you're an agent. You still sell only their products. So you're actually employee of the actual insurance carrier and you go sell their product.

11:42And so I did that for two national companies in the state of West Virginia and part of Virginia. And what I sold was pharmacy insurance and things that are kind of lateral to that or that kind of complement pharmacy, which I would say grocery, you wouldn't think groceries, but sometimes pharmacies are in grocery stores. So dentistry, there was ancillary type things that went along with that. And then I went and sold car dealerships and dealer operations is what I was trying to get to. And then that company pivoted about a year in and added manufacturing and more standard business to my lineup.

12:22And so I'd already had that kind of experience before. So I took a few years out in the field and got a whole new perspective, but I was tired of being on the road. I was never meant to be by myself. And I think that I think that I'm best when I work with others. And so I came back wanting to buy an agency. And the first agency I approached, the gentleman was not ready to sell yet and his daughter was going to run it. So he offered me a position, but my former employer had found out that I was coming back and looking and he offered me an opportunity I could not turn down money-wise. And so that's what I went back to a large independent agency in January of 2019.

13:04And then I was finally ready to launch myself with the blessing of my employer, by the way, it's when you do things right with integrity, then it's much easier road for you as an entrepreneur. York. And so in July of 2021, I filed my company and I launched off into business in August of 2021. Okay. Nice. Now, what would you say is the biggest challenge the business is facing right now? Well, navigating some of the new nuances of business that have kind of arrived in the last five to 10 years, I mean, AI, is that going to make a big difference in your industry? Could it put you out of a job? Or can you learn how to work with it and have the technology to enhance the services you offer?

13:54I think that's something you really need to investigate when you go into job. Look at the competition. One of the things I think is always hard to answer is when someone says, what makes you stand out? Well, in insurance, first of all, people don't like it. They don't want to pay for insurance. It's a racket. You hear all the things. It's a racket. Insurance never pays when you want it to. So first of all, you better learn your industry and you better know how you can comfort people and say, I'm going to bring you peace of mind so you can sleep at night. You'll have a roof over your head or be able to provide that if something happens.

14:30And so Looking at the competitive ability in your area and really feeling out that business model and making sure that you're 100 % committed. Is it just a fleeting thought because you think this is really popular and I'm going to do that? Or for me, I want to have conviction about what I do. I want to believe in it. I want to know that I can do it to the best of my ability. and I want the technology, but I also, what was important for us, for me, was to buy a building and be a community asset and be somewhere people can come to. There's a lot of insurance agents that just work from home and I'm not knocking that.

15:13It probably works in a really large city, but I'm in a place where people want to see your face, know you by name, and it's a tight community. So you do have to know your demographic and your area and if it's going to work. that would be a few of the things I would say to really consider before starting a new venture. Okay. Now, what do you believe is preventing the business from reaching its next level? Would you say? You say my business? Yes. I always laugh. They'll say, what's the most important thing? Time management. What is probably preventing me from the next level? Time management as the business owner and have having been insurance for 30 years people have my cell phone which hasn't changed in 20 plus years and so they call me and I can't learn to use the help that I've hired so I have I have employees and learning how to give over the reins when I'm the person that's been in control.

16:19I think we find many entrepreneurs have certain personality traits that are same, not all, but a lot of them are high functioning or high strung. The bottom line is I'm high strung. I have a lot of energy. I have a lot of excitement. And then I also know exactly how I want to do things. And sometimes it's always hard to train someone to do what you do. I mean, no one is you. You do have your intellectual properties and abilities and no one in my office has 30 years experience like me. And so it's hard for me to delegate and say, okay, I'm going to let you have this when I know that they're going to have to learn and ask questions.

16:58And in my head, that's extra time. So what prevents me from going to the next level is not delegating to the resources that I have and probably allowing, you know, people into my day that I probably should just say, hey, and pass them off. That's another thing, too, is that I want everyone to feel respected. But sometimes I have a better fit in the agency for them if it's like personal lines for interest and the exception. Sorry about that. for if someone calls in for a personal lines quote and it's starting, I have people who take that intake and it would be better use of their time to take that information versus use of my time when I've got five businesses that are pretty large to quote.

17:43And sometimes I get confused in my head. It's not a disrespect. It's literally making better choices with my time management. And so I have to refocus and reframe my perspective often. And I think the more that I do that and I'm willing to let the reins go a little bit, then I can grow more. And we all make mistakes. So I'm not immune to mistakes. So everyone has to learn. Yeah, I agree. I agree. I appreciate that candid answer. Sure. Now, what would you say, Tina, is something people assume is easy about running Providence Insurance Agency or running that type of business that, you know, in general, that is actually very difficult?

18:25me. Probably one of the pet peeve things I have said to me, so I'm being brutally honest here, is people say, well, I wish I were you. You have those banker's hours. And so banks open nine to five. Our office is open nine to five. We actually do have someone here at 830. But the misconception is me as the business owner that I actually only work those hours. When in fact, I could take a call it 7 15, 8 15 in the morning, 8 15, 9 15 at night. Boundaries are a little bit hard to establish. For some people, we'll take advantage of any, if you answer the phone anytime, they will call you anytime. And turning off my work brain when I have a long list of things to do is hard to do.

19:17And people think you just get up and you leave your desk and work is done, but it's not. And I think that would be a misconception in general with owning a business, but specifically with a business that's very set like Monday through Friday, you know, getting some holidays off. People view that and say, well, I wish I had that, you know, and sometimes you have time, sometimes you have money, sometimes you have neither. And then eventually I hope I have both, you know, but, and that's when you're just starting a business, I mean, you spend a lot of time for a little money, but you're building something.

19:55Now, insurance can feel like a commodity until an actual claim happens, right? So how do you help clients understand the difference between the cheapest policy and the right protection? Yeah. When people call in, they're saying, I want to save money. And then you learn about their coverage and say, well, you know, you don't have this coverage. You know how much that will cost you in the long run? So literally, it would cost them more. So they're not saving money. And I think the biggest area and policies that I can demonstrate that is in commercial insurance. Now it exists in auto and home insurance, but personal budgets are very strained right now.

20:36And so I find that people are willing to take some risks with their personal finance and insurance. And it is just a commodity. If you are in a state like West Virginia, and most states in the nation have a mandatory auto insurance law. And they think, well, autos cover what the state requires me. Nobody can get anything from me anyway. I don't have any assets. And then sometimes that's all someone can afford is to be legal and you're just trying to help them get to the next step. But in business insurance, if you're not properly insured, it can wipe away your entire future in an event. So whether it's a cyber event or, you know, we are all braced right now for if the tornado is going to hit the area today.

21:21And that has been something that has really affected places when it levels it and you find out your policy didn't cover or had an exclusion or you had such a high deductible. When I used to sell dealership insurance, we would run across this one company. and I really hate that. I hated the sales practice. I believe in being as transparent as possible. And even when people ask you the hard questions and maybe you don't have a certain coverage, like another company offers, you have to explain that. I mean, it's their right to choose if they're taking that risk or not. And so this company would go in and show these customers this really low price.

22:02And they, they wouldn't even ask what a 50 ,000 SIR was because nobody knew because it didn't say deductible. And what an SIR is, is a self-insured retention. So guess what? It's a deductible. So they would have a$50 ,000 deductible and I'd be quoting, you know, 2 ,500 and they wouldn't even know. And it would be against their liability too. So if someone, you know, they had a million dollar liability claim, they weren't, they didn't realize they were paying 50 ,000 of that or an employment practices claim that's really important. And so I think that's probably a very hesitant coverage I see with business owners, especially if they're closely held.

22:42Like, oh, all of my employees are family. Well, it would be a really difficult Thanksgiving if someone got hurt and the only option the lawyer told them is to sue their employer and their employer's family. But what are they going to do when it's money? You know, I'm telling you, I see this stuff and you don't think it's going to happen. And so that's why I say, you know, to business owners, it doesn't matter if your only employees are family, you should have employment practices. You might grow later. You know, you don't know. But when it comes down to money, people will serve themselves. And what I want a business owner to know is that I'm there to shore up all the loose ends and the gaps.

23:24Right. We fill the gaps. We make sure there's no gaps so that your business is properly covered and you can sleep at night. and you have peace of mind that you're not going to lose your entire retirement. You know, for people like me, you start an insurance business and your customers are your retirement. That is my retirement plan is the more customers I have. And so in a small business and every policy counts to me, I appreciate everyone. And but if that would be taken away and no way to recreate it, I mean, that is my retirement. That is my nest egg. And so that's what I go in to explain to people.

24:00This just isn't a business transaction of meeting required laws to have insurance. It's literally protecting everything, your sweat, you know, blood, sweat and tears that you put in to your business that you will be properly covered. definitely right now is there something about you personally that had to change for your business to grow like anything about your personality type or anything in your personal life that had to change for your business to start growing would you say that's an interesting question i have to sometimes be quiet which is hilarious in in this whole conversation as you told me to have freedom to talk and i'm like no one's ever told me i have the freedom to talk now i've done speaking of that nature in front of people, but you have a time restraint and, and we do, of course, but, but yeah, as a salesperson, one of the most uncomfortable things I had to learn was people don't like being uncomfortable.

24:57It may be uncomfortable. And that to stop talking, when you ask a question, you have to stop and let them answer. And the more awkward silence there is they're thinking, wow, she has a great point here. So, you know, honestly, I'm very genuine and being authentic is important. So you get what you get with me. I mean, you kind of, I'm not going to change and I did not have to change my personality, but I do have to listen more and truly listen. And I want to listen, but I also love to interact with people and finding the balance of, am I talking just to talk and I'm sharing a story and I think I'm connecting when they're like, oh, we need to, you know, we need to end this now.

25:41So finding that balance of talking and sharing and learning what the person across from me really wants. I mean, that is a skill that will help you do more business if you learn it. And, but I haven't really, I really haven't changed anything about myself because I've been very true to who I've, who I wanted to be my entire life. And I haven't had to change that. And I'm very thankful that I had good direction growing up and great parents and I am me. And so sometimes I'm not, I mean, I might not be the perfect fit for someone personality wise, and that's okay. I had to learn that the hard way.

26:18That doesn't feel comfortable because I always want to like everybody and everybody like me, but that's not the world we live in. So you have to be comfortable with who you are. And if you need to change something, be open to it. And so of course, any constructive criticism that I would receive, which I usually get on time management, but I would be open to. Okay. Now, about how many hours a week are you working in and out of the business right now? Well, on insurance things, I would say last week was very intense. We had a construction project on our property. So I was here at the office, But a lot of times the contractor, can you come out and approve this?

27:01Can you? So I was getting distracted from my work. And so I was having to take it home. And I probably, I mean, there are weeks where I'm spending 60, 60 plus hours in and out of the office. And then being that it's summer, I went back to a first love. I love to be active. And I got the opportunity to play softball again for the first time in 11 years. I had thought that that phase of my life was over due to some surgeries and issues, but now I had an overcoming year in 2025 to 26. And I said, you only live once. Let me play. So I played softball on two teams. So it got me out of the office more where the sun is out.

27:43And that literally recharges me. That's what I need. And I feel like I'm a better employer and a better insurance agent if I get out and do a few things that just make me tick. You know, if you ever hear that, that's what just drives me. And so I've had so much fun playing softball. So I may be down to under 50 hours, but always over 40. I can tell you that. And my one worst story ever was last year. We were going on vacation in September and it was a Friday night. And I always work some crazy long day the day before vacation because I'm so afraid that somebody is going to call or something and my staff's not going to know what's going on.