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New year, same hosts—Carlos and Vira kick things off with a timely conversation on where insurance is headed, featuring Katie Gold, VP of Insurance at The Zebra (TheZebra.com). Katie breaks down how insurtech is evolving, why consumer education is the real “sales strategy,” and how AI can make advisors sharper (not obsolete). Expect real talk, personal stories, and a behind-the-scenes look at scaling a modern insurance operation.

Key Highlights

• Meet the guest: Katie Gold, 16+ years in insurance (sales, claims, agency leadership, recruiting, ops) and 5+ years at The Zebra
• From cars → claims → leadership: Why claims work builds empathy, trust, and better “moment of truth” advice
• Personal connection: Losing a family home to a fire shaped her purpose in insurance—make hard moments easier for people
• Why The Zebra: Independent model = shop multiple carriers and fit coverage to the customer (not the other way around)
• Digital + human support: 70% of traffic stays digital, but the option to talk to a person is still there
• AI: fear vs. leverage: AI won’t replace you—someone using AI will; the point is efficiency + better coaching + better routing
• Trust + education: Biggest misconception with online insurance is trust—education bridges the gap
• “Full coverage” pet peeve: Katie explains why that phrase causes confusion and why clarifying questions matter
• Leadership style: “Heart + innovation” = move fast without leaving your people behind
• Advice to new agents: It’s an exciting time to enter the industry—tools and learning are faster than ever

Quick Takeaway
If your insurance experience feels like a chore, you’re not alone—but the best companies are building options: fast digital paths when you want speed, and real humans when you want confidence.

Learn more: https://www.thezebra.com

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