Many franchise owners think of insurance as a product: a policy, a premium, a certificate. But the most important part of your insurance program may be the person who stands between you and the insurance company. When a claim is filed or a renewal comes in higher than expected, your broker is your advocate. If that relationship isn't working as well as it could, it's worth knowing what a good one looks like and how straightforward a change can be.
The Broker's Role as Your Advocate
Your broker works for you, not the insurance company. That distinction matters most at the moments that count.
When a claim happens. A claim, especially a sexual molestation/misconduct liability allegation, is stressful and often confusing. A broker who knows you and your business can help you report it properly, explain what to expect, communicate with the claims adjuster, and follow up should things stall. The insurance company determines the coverages, but a broker who understands your policy and has a working relationship with the carrier can make sure your concerns are presented clearly and your questions get answered.
When premiums go up. Rate increases happen, and sometimes for reasons that have nothing to do with your location. A good broker doesn't just pass along the premium hike. They find out why the premium changed, explain it in plain terms, and make sure the carrier has an accurate, complete picture of your business, including your operations, staffing, safety practices, and any steps you've taken to reduce risk. That kind of advocacy depends on having a working relationship with you and being able to represent your business well enough to tell its story.
Why Relationships Matter
Your relationship with your broker. A broker who knows you personally, who picks up the phone when you call can advocate for you far more effectively than a service team working from a file. When something goes wrong, you shouldn't have to explain your business from scratch to someone you've never spoken with.
Your broker's relationship with the insurance company. Insurance is a business of relationships and trust. Brokers who have worked with a carrier over years build credibility with underwriters and claims staff. That relationship means calls get returned, questions get answered, and your broker's input carries weight. When your broker vouches for your business, it should mean something.
Questions to Ask a Prospective Broker
Who will I work with directly, and how do I reach them?
How do you support your clients when a claim is reported?
How do you handle a renewal with a premium increase or material coverage change?
What is your relationship with the insurance company that writes my coverage?
How familiar are you with Massage Envy locations and franchise requirements?
Navigating the Transition
Broker of Record letter. In many cases you can move your existing policy to a new broker by signing a Broker of Record (BOR) letter. Your coverage stays in place; only the broker servicing it changes, and your new broker can begin advocating for you after a short transition period (typically 5 days), including on open matters.
The Bottom Line
Insurance is a relationship business. The right broker knows you, knows your business, and has the standing with the insurance company to speak up on your behalf when it matters.
At L&J Insurance Services, we've specialized in professional liability since 1985, and our family owns a Massage Envy franchise. We know your business from the owner's side, and we take our role as your advocate seriously.
Let's Talk
Facing a renewal increase, dealing with a claim, or just want to know who's in your corner? We’re here for you.
About the Author
Mike Karson | Co-Owner, L&J Insurance Services
Mike has nearly 30 years of insurance industry experience and has been with L&J Insurance Services since 1996. As co-owner of the family-run brokerage, he specializes in helping Massage Envy franchise owners navigate complex insurance programs with clear, straightforward guidance.