Table of Contents
The Challenge:
Simplifying insurance delivery and driving growth with a fully remote team
The Texas insurance market presents unique challenges, from extreme weather events – like hurricanes, floods, and hailstorms – to strict compliance regulations around handling sensitive personal data.
A complex market with no margin for delay
"Insurance customers in Texas face a very challenging situation," explains Ron Wadley, owner, founder, and self-described ‘Chief Button Pusher’ at Insurance for Texans.
"Over the past decade, as Texas has been hit with more frequent and severe weather events, insurance has gotten really complicated. Our role is to help people understand exactly what they need to protect their homes and livelihoods cost-effectively.”
When customers need policy updates and answers during weather emergencies, responding quickly isn't just a business challenge; it's about helping Texans protect what matters most when they need it most.
Too many tools, not enough visibility
Local complexities are compounded by evolving customer expectations for digital service delivery, personalized experiences, and efficient integration of new technologies.
"We started offering video-based proposals years ago, so our customers can review them with their spouse or business partner in their own time. It set us apart back then, but virtual service is now a baseline expectation. These days, staying ahead means continuously innovating, not just keeping up with the status quo."
Remote by design, but struggling to scale
As a forward-thinking business, Insurance for Texans established a fully remote workforce from day one in 2017, well before remote and hybrid work became the norm. This pioneering approach required robust digital systems to maintain collaboration and productivity.
Before fully committing to HubSpot, Wadley had pieced together multiple systems with complex integrations. "I was cobbling together multiple tools on top of the free instance of HubSpot, using Zapier to attach all this different technology to it," Wadley recalls.
"As a result, I wasted all this time, energy, and money on integrations instead of focusing on what really matters – helping our customers get the right protection fast. This wasn't just inefficient, it limited our ability to respond quickly during critical moments like severe storms. When customers need us, we can't risk our technology letting us down.”
The Solution:
A unified platform that just works, day in and day out
After analyzing the total cost of maintaining multiple disconnected systems – both financially and in terms of time spent – Wadley made the strategic decision to consolidate everything within HubSpot.
"When we launched Insurance for Texans, I went all in on HubSpot," says Wadley."Implementing HubSpot was actually a breeze. The setup and user experience are so good and easy that it relieves me of headaches I would otherwise have."
"HubSpot simplified everything. I wasn’t wasting time stitching systems together or fixing broken tools – I could focus on what matters: delivering real solutions and protecting what’s most important to my customers. When you’re a small operation, that focus helps you show up when people need you most."
The unified approach enabled Insurance for Texans to create a seamless customer journey spanning marketing, sales, and service, with everything accessible through a single interface on desktop, tablet, or mobile. This means customers get consistent, knowledgeable service regardless of how or when they reach out, eliminating the frustration of repeating information or waiting for answers.
Smarter content that educates and builds trust
With Marketing Hub and Content Hub, Insurance for Texans creates targeted insurance content that answers real customer questions about policy renewals, coverage gaps, and preparing for extreme weather. This content ranks well in search results, generating quality leads without paid advertising.
"We create content at least five days a week," says Wadley. "HubSpot allows me to distribute content on our website and automatically publish it on social channels, YouTube, and emails for prospects or customers. This helps customers get the clarity they need, when they need it, and builds trust before they even contact us. We're getting more bang for our buck because there are many ways to deliver it through the platform."
Frictionless follow-up
The team creates personalized communication using workflows and sequences that respond to prospect behavior across channels – from website interactions to chat conversations and form submissions.
"When a lead comes in through our HubSpot inbound mechanism, we can automate the communication and customize it based on their responses through text message or email," explains Wadley.
"At a recent trade show, we used QR codes linked to HubSpot forms to collect leads and track contest entries. Our automated follow-up campaign turned these connections into real opportunities and delivered ROI for the event within weeks. We also leverage automation for what we call 'X-dates' – when a prospect's current policy expires – enabling us to follow up at precisely the right renewal moment to keep our pipeline growing."
Personalised service from anywhere
With all customer interactions – calls, texts, chats, emails – logged centrally in Sales Hub, the distributed team can provide seamless service regardless of who's responding or where they're working.
"The value of having everything unified in HubSpot starts with the experience for my team,” says Wadley. “They can log in, instantly see if a bot engaged with a customer overnight, and understand exactly what was said. That context means they can jump in quickly and serve the customer more efficiently."
The Aircall integration with HubSpot takes this further by synchronizing all calls and text messages directly in contact records. "I love the integration with our phone service, Aircall," explains Wadley. "It automatically records calls and messages through our main business number so everyone has the latest conversation details. When a customer calls about a claim or policy, anyone on our team can pick up where the last conversation left off, creating a seamless experience that builds trust. It's been brilliant for us and our clients.”
The Transformation:
60% growth means protecting more Texans, faster and better
The unified customer service and inbound marketing platform approach has transformed both operations and results for Insurance for Texans. By streamlining their systems with HubSpot, they're not just growing the business – they're helping more Texans get the protection they need faster and with less hassle.
Mobile access creates memorable customer moments
“The HubSpot mobile app lets the team provide information and support anywhere, anytime, creating service moments that traditional agencies simply can't match," says Wadley.
"I had a lady who called through our VoIP service while I was on the road," he recalls. "She was on vacation in the Carolinas, in a rental car, had been in an accident, and needed proof of insurance. I could instantly pull up her contact record in the app and email the details to her – all from my phone. At this point, she's a customer for life. That's not something we can put a price on."
Protection in weeks, not months
"For many folks in the commercial insurance industry, the sales cycle can be 60-90 days," says Wadley. "Our average sales cycle is about three weeks. This means customers get protection in place quickly when they need it most, which not only meets our customer service mission but also accelerates our growth."
60% more families and businesses protected with personalised solutions
The agency has achieved remarkable growth leveraging HubSpot's proven content tools and marketing automation.
"Our inbound efforts have been so strong over the last 15 to 18 months that we have grown by 60% year-over-year in total revenue without spending money on ads. That means we're helping hundreds more Texas families and businesses get the protection they deserve by using HubSpot to deploy quality content across multiple channels that educates and builds trust," says Wadley.
Content that answers real questions when it matters converts at 6x industry rates
HubSpot's powerful SEO tools have dramatically increased traffic quality, resulting in conversion rates far above industry averages.
"What we're seeing in our target niches is a 30% conversion rate compared to the industry average of just 5%. The traffic coming through on the deep clicks or through AI zero-click search results has ultra-high intent. This means people are finding answers to their specific insurance questions and getting the help they need when researching protection options for their families and businesses," notes Wadley.
“The ROI on the HubSpot investment is massive!”
The efficiency gains have enabled Insurance for Texans to grow without proportional increases in staffing costs.
"During the startup years when we were working around the clock, running everything ourselves without budget for additional staff, we built a lot of these workflows into the HubSpot platform," explains Wadley. "Especially considering the salary costs involved, the return on the HubSpot investment is massive!”
AI-powered intelligence means fewer questions and faster answers
As early adopters of AI, Insurance for Texans is leveraging Breeze Intelligence and other AI capabilities from Operations Hub to optimize their customer experience.
"We use AI to augment the data coming in from a prospect," says Wadley. "As insurance agents, we need to ask a lot of questions! But Breeze can find many of the answers we need without having to ask the prospect. It increases the trust factor, makes it smoother for customers without repeat questions, and gets everyone to the goal faster." The team also leverages HubSpot's call recording and transcription capabilities, providing insights that help them continuously improve customer interactions.
This investment in AI and automation continues to pay dividends as they look to the future.
"I think we'll see that technology accelerates the ability to embed real-time answers about complicated information. That 'agentification' of technology is going to become wildly important. We're looking now at how we can leverage the new tools in HubSpot to embed that into our systems so people can instantly get the answers they need."
With HubSpot, Insurance for Texans has built a truly modern and flexible agency in what Wadley calls ’a dinosaur industry’ focused on protecting customers rather than juggling paperwork.
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