Big I Indiana serves the state’s independent insurance agents, developing programs and services designed to help member agencies achieve more collectively than they can individually.

Each year during the organization’s convention, a handful of awards are presented.

This year, one of them went to a Jackson County resident.

Laverne Carr, a senior commercial account manager at Shepherd Insurance in Seymour, received the 2023 Distinguished Customer Service Award.

That recognizes an employee in a Big I Indiana member agency for their loyalty, dedication to their job, professional development and industry involvement. Individuals responsible for assisting producers, placement of agency accounts, customer service and account development for claims handling and service are eligible. Any individual whose work ethic and commitment serves to advance the performance and image of the agency may be considered.

Carr, who has worked for the company for 36 years, learned she had been nominated, and then she had to write an essay sharing her story. From there, the Big I board selected the winner, and Carr received a call letting her know she won.

Then she read her essay during the banquet at the convention in Indianapolis.

“At this point in my career, it’s kind of like the icing on the cake,” Carr said when recently asked what the award means to her. “I’m just humbled by it. The acknowledgement of it at this point, it kind of makes me emotional.”

Shepherd Insurance congratulated Carr on its Facebook page, and a quote from Jason Bukowski, a partner with the Seymour office, was included.

“We are so proud of Laverne and her recognition from the Big I,” he said. “While her product knowledge and experience may be unmatched in Indiana, it’s her heart that leads the way. She treats clients as friends and works tirelessly on their behalf. This recognition is most deserved, and we could not be happier for her.”

A couple of weeks later, she was asked to give her speech again during Shepherd Insurance’s town hall meeting.

In her speech, Carr spread the thanks around, from her employer to those who nominated her and supported her nomination to her family and friends.

“I am thankful, honored and blessed to accept this award,” she said.

She then gave a little perspective on her insurance life. In 1987, she said John and Donna Moore gave her a start in the business at their agency. At the time, the 1980 Seymour High School graduate was working in customer service at Home Federal Savings Bank in Seymour.

“Over the years, they became like second parents to me, and from there came the idea that I wasn’t just building a career. I was building my second family,” Carr said.

She then said she owes a big thanks to her “work brother and son,” David Moore and Bukowski.

“To David Moore, I always respect your knowledge and opinions,” Carr said of her SHS classmate. “And to Jason Bukowski, I remember our first appointment together when a cat walked over our proposal. Pretty big difference from the accounts we write today. We work hard and make a great team. For that, I am grateful.”

Carr also thanked all of the people in the Seymour office and her extended Shepherd network, and she thanked the mentors who shared expertise and advice along the way.

“For me, those are the many underwriters and CIC (Certified Insurance Counselor) instructors who’ve helped me learn and become a better account manager,” she said. “My continuing education has been the difference maker in so many situations over the years. It has helped me grow in my career. The CIC Rubles are classes that I look forward to every year. I am humbled to have learned from the best.”

CIC is one of three designations Carr has earned during her long career. The others are Certified Professional Service Representative and Certified Insurance Service Representative.

“I got my agent’s license, and then you go and you get different designations as you learn more about the business,” Carr said. “Over the years, I’ve gotten different designations and done different classes to go to the next level.”

She also thanked her clients, who she said have become part of her extended family, too.

She started in personal and commercial insurance but since 1992 has solely focused on the commercial side. She takes care of all of the very large commercial accounts, including schools, municipalities, large contractors and automobile dealerships.

“I go to bat for them fiercely because I’ve built relationships with so many of them and genuinely consider them as my friends,” Carr said. “For the opportunity to serve them, I am sincerely grateful. They are the reason I bring my all every day.”

Carr considers herself part of her clients’ team.

“I’ve dealt with some accounts since I’ve been here. It’s just like I’m their extension,” she said. “In commercial insurance, I think it’s so much more. It’s very detailed an in-depth, and I feel a responsibility because I want to make sure they have everything. I don’t want something to happen and they didn’t have something in place. That’s what those classes do. They help you dive into the details and learn the coverages, learn what people need, and so then I take care of them.”

Carr said she tries to mentor the younger agents and pass down her legacy to them.

To close her speech, Carr challenged all of the young professionals in the room.

“This is an industry where you can actually help people and make a difference in their lives,” she said. “This can be a great career with the opportunity to build lifelong relationships. I encourage you to make your insurance family now.”

She said the insurance business is built on relationships, where you get out of it what you put into it.

“I encourage you all to invest in your careers now because the rewards you’ll reap in the years to come can’t be duplicated anywhere else,” Carr said.

At the end, she gave one final thanks.

”Thank you again for this wonderful gesture,” she said of the award. “It’s something I’ll treasure for the rest of my life.”