T5 Insurance uses technology to connect with clients

UTICA, N.Y. — Stephen Turnbull always knew he wanted to work in the insurance industry, and a year ago, he made his vision of creating a new insurance experience with a more modern approach a reality when he opened T5 Insurance Services.

While his insurance agency has an office, located at 287 Genesee St., most of the work takes place elsewhere, he notes.

Clients today want faster service in different ways. While he wants that same connected feel of sitting at the dining-room table with a client, Turnbull says as a young consumer himself, he knew he needed to interact with clients where and how they needed to fit into their lifestyle.

“I think we’ve done that,” he says of the formula T5 has perfected in the one year it’s been open.

First and foremost, the experience needs to be educational for clients and not just feel like a transaction, Turnbull notes. It’s about developing a relationship and trust, and then proving that trust through the client experience.

Clients can request a quote online, and Turnbull will research and compare carriers, and then present options to the client. His motto is understand, educate, and protect. That means understanding clients’ needs, educating clients on their options, and making sure whatever product clients select provides the protection they need.

“One thing we’ve implemented that we have had huge success with is video proposals,” he says. Rather than that dining-room table meeting, Turnbull uses 10 minute pre-recorded presentations that he sends to clients. “It allows customers to do this on their own time.”

What he has found is that most people open the videos between 9 p.m. and 11 p.m. and almost 90 percent of the videos are rewatched, he says. The videos allow spouses to watch at different times and take time to digest the information before making any decisions, he adds.

Customers can then reach out — with texting as an option — to move forward. And in-person meetings are still an option for those who want something more traditional, Turnbull adds.

The formula must be working, Turnbull says, because he is gaining clients and his agency boasts nearly 120 five-star reviews on Google. Word is getting out about the agency from both existing clients and from Turnbull’s efforts to be active in the community.

He is a past president of the Utica Rotary Club, serves on the Greater Utica Chamber of Commerce board, and has been involved with organizations like Business Networking International.

“I’m very happy with where things are,” he says, but of course, he also has plans to grow the agency. “I want to grow a large, impactful agency.”

By impactful, he means both for clients and for the people he hopes to employ one day. Insurance might not seem like a “sexy” industry, but Turnbull says he can create a fun and inviting place to work where employees can enjoy their jobs while knowing they are helping clients.

Right now, Turnbull is the agency’s only employee. “I’ve been very lucky and blessed to have mentors,” he notes.

As an independent agency, T5 represents numerous carriers ranging from national companies to New York–based ones. The agency offers personal and commercial lines.

Turnbull is a 2016 graduate of St. John Fisher University, where he majored in business management and financial services.