Steve Jobs once shared that one of his most important lessons at Apple was taking a “longer-term view” of people. Instead of reacting immediately to mistakes, he asked how he could help employees learn from them. While Jobs may not have used the term “psychological safety,” his approach reflected its core principle: creating an environment where employees feel safe to admit errors, share ideas, and take risks without fear of negative consequences.
From Communication to Coverage: How Psychological Safety Mitigates E&O Risk
Independent insurance agencies can benefit from this same principle. Employees should feel comfortable asking questions, admitting mistakes, and raising concerns before they escalate into errors and omissions claims. When employees fear judgment or repercussions, small issues can snowball into major problems, causing delays, miscommunication, or even legal exposure.
Agencies can take proactive steps to avoid these issues. Addressing employee challenges, such as medical issues or workload difficulties, helps prevent mistakes from being hidden. Implementing checks and balances ensures no single employee has unchecked authority, and regular audits of critical tasks, files, and processes catch problems before they escalate.
Building for the Long Term: Empowering Your Team Through Partnership and Support
Creating psychological safety also involves clear communication, consistent training, and engagement with employees on procedures and updates. Frontline staff often make the daily decisions that impact client service and agency risk, so treating them as valuable partners in success is essential. Encouraging questions, framing mistakes as learning opportunities, and demonstrating teamwork strengthen trust and accountability.
Agencies that embrace psychological safety not only reduce the risk of costly claims but also foster a culture of collaboration, learning, and resilience. Steve Jobs credited this approach as a key factor in Apple’s success, and insurance agency leaders can apply the same lesson to protect their teams and their businesses.
Joining AAI as an independent agent provides the support, training, and guidance you need to grow your agency while fostering a safe, productive work environment. Contact AAI today to learn how we can help you succeed.