Member Case Study: How CIA Remains Independent, Competitive, and Connected

Independent agencies today face a very different environment than they did even a decade ago. Carrier appetites have narrowed, underwriting flexibility has tightened, and consolidation continues across both the carrier and agency landscape. At the same time, agencies are expected to do more with fewer resources while maintaining the personalized service clients expect.

Commercial Insurance Associates (CIA) has successfully navigated those challenges while remaining true to its independent roots. Headquartered in Brentwood, Tennessee, the agency serves clients in 46 states, employs 120 people, writes approximately $350 million in premium, and expects to generate roughly $45 million in revenue this year.

Founded in 2002, CIA has built its reputation by focusing on specialized niches, including waste and recycling, railroad contractors, transportation, construction, and retail operations. Rather than trying to be everything to everyone, the agency has chosen to go deep in the industries it serves.

ISU Steadfast has played an important role in supporting CIA’s growth while the agency remains focused on what it does best: serving clients, strengthening carrier relationships, and expanding its specialized expertise.

Key Takeaways

• The ISU Steadfast network helped CIA gain access to carrier relationships and commission opportunities that may not have been available to it on its own.
• The network provides a community of more than 200 agencies that share ideas, market intelligence, and support.
• CIA remains fully independent while benefiting from carrier access, contract support, technology, and global resources.

Built To Last: Inside CIA 

CIA's growth has been driven by a deliberate decision to specialize. "We pride ourselves in not being generalists and going really deep in those specific verticals," says Kevin Hawkinson, Director of Carrier Relations. “We're looking to help businesses operate better.”

That consultative approach has helped CIA differentiate itself in an increasingly crowded marketplace. While many agencies compete primarily on price, CIA focuses on delivering expertise and long-term value within the industries it knows best.

"Our whole ethos is around helping clients run their businesses better," Hawkinson explains. "How do we create a holistic consulting solution that helps them improve as operators?"

The result is a white-glove service model that prioritizes relationships, expertise, and business outcomes over transactions.

Why CIA Chose To Join an Independent Insurance Agency Network

Like many growing agencies, CIA faced several challenges in its early years. Carrier access was difficult. Managing carrier contracts was time-consuming. Bonus and incentive commission agreements often required premium volume thresholds that smaller agencies struggled to meet.

“One of the first things the ISU Steadfast network did for us was allow us to get access to carriers we would not have had,” Hawkinson says. “They also managed these contracts for us, along with bonus and incentive commission agreements that we couldn't get in place.”

By aggregating premium volume across member agencies, ISU Steadfast helped CIA qualify for carrier relationships and commission opportunities that may not have been available to it on its own. For a growing agency, that support provided immediate value and helped create a stronger foundation for future growth.

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Just as importantly, the network allowed CIA to maintain complete control over its business. "We are still fully independent. We still control our own destiny, but they're helping us along the way," Hawkinson says.

That flexibility was a major factor in the agency’s decision to join ISU Steadfast. Unlike some alternatives in the marketplace, ISU Steadfast gave CIA access to resources and scale without requiring the agency to surrender ownership, autonomy, or decision-making authority. For an agency committed to remaining independent, that distinction mattered.

"We don't want to be held down by contracts. We don't want to be restricted in any way, because that’s the whole point of being independent," Hawkinson says. "We want to be agile. We want to move at the pace we want to move."

Resources That Actually Move the Needle

While carrier access initially attracted CIA to the network, it is far from the only reason the agency remains a member today. The community itself has become one of the network's most valuable assets.

"It's good to know there are members I can access and bounce ideas off of, get help from, talk to, and cross-pollinate with," Hawkinson says.

This means having access to a network of agency leaders who face many of the same challenges, opportunities, and market dynamics. Whether discussing carrier strategies, operational issues, or emerging trends, collaborating with peers provides ongoing value.

Beyond the community, CIA continues to benefit from carrier relationships and contract opportunities available through the network. More recently, the relationship has expanded even further through Steadfast Group's global resources. CIA now has access to international broker networks, London market opportunities, managing general underwriter relationships, and technology solutions designed to help agencies operate more efficiently.

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The Network Value That Keeps Delivering

As an ISU Steadfast member for many years, Hawkinson points to several operational advantages that continue to deliver value. One example is the network's quote-and-bind platform, which allows agencies to quickly access multiple markets through a single solution.

"The platform is very helpful," Hawkinson explains.

"For small commercial business, speed matters. Faster quoting means fewer manual processes, less staff time spent chasing markets, and a more efficient customer experience."

The Insurance Network Built for Agencies Like Yours

CIA's experience highlights an important reality: Agencies do not need to sacrifice autonomy to gain access to scale, carrier relationships, technology, and operational support.

ISU Steadfast was built to help independent agencies remain independent while providing the resources needed to compete in an increasingly complex marketplace. Importantly, membership is not limited to the largest agencies. ISU Steadfast offers flexible membership options designed to support a wide range of agency profiles and growth stages.

Whether an agency is looking for broader market access, operational support, peer collaboration, or simply a way to remain competitive while preserving its entrepreneurial culture, CIA’s experience demonstrates how ISU Steadfast helps independent agencies grow on their own terms.

FAQ About ISU Steadfast Membership

Do I have to give up my independence to join ISU Steadfast?

No. Members retain ownership of their agencies and continue to control their own business decisions, carrier relationships, and growth strategies.

Is ISU Steadfast only for large agencies?

No. The network offers flexible membership options designed to support agencies of varying sizes, specialties, and business models.

What are the biggest benefits of membership?

Members gain access to carrier relationships, contract support, commission opportunities, technology resources, business development tools, and a community of agency peers.