How a 4-Day Workweek Helped Us Build a Happier, More Productive Insurance Agency
When I became an agency owner, I set out to build the kind of company I’d want to work for — a place where people feel energized to show up each day. But in the wake of the pandemic and amid a hard insurance market, I saw something else entirely. During virtual meetings, I could see the toll the past few years had taken — my team looked mentally drained. And honestly, so was I.
Burnout is increasingly common in our industry. According to the 2025 Independent Agents at Work Study by Liberty Mutual, 57% of frontline staff report feeling mentally and physically exhausted, and 51% say they’re burned out. Even more concerning: burned-out employees are twice as likely to look for another job.
Retaining experienced staff is vital to our business, and when a few key team members relocated farther from the office during the pandemic, I knew I had to find a solution. I didn’t want to lose great people. So I started searching for a better way to support my team’s well-being — and that led me to one bold idea: the 4-day workweek.
Rethinking the Workweek
After countless articles, YouTube videos, and research rabbit holes, I became convinced that a 4-day, 32-hour workweek could be the answer. The only problem? There weren’t many clear guides on how to make it work — especially in an insurance agency.
So I turned to ChatGPT. After a few iterations, it helped me create a workable rotating schedule that ensured full client coverage. That experience opened my eyes to how AI can enhance efficiency and support transformative workplace changes.
We already had a strong foundation — laptops, cloud-based systems, and a hybrid model — which made the transition smoother. In May 2024, we officially launched our 4-day virtual workweek. As of March 2025, all team members work on Mondays and Tuesdays, and the remaining days are staggered, with each employee rotating their day off each week.
Two things haven’t changed: We must deliver excellent customer service 40 hours a week, and we must maintain high productivity. That structure keeps us focused — and surprisingly, the shorter week helps us get more done. As the saying goes, if you give someone a week to do something, they’ll take a week. Give them a day, and they’ll find a way to finish it in a day.
The Reality Behind Big Changes
Unsurprisingly, my team loved the new schedule. The extra day off gave them time to recharge and enjoy life outside of work. But the honeymoon didn’t last forever.
Within a month, cracks started to show. Client calls weren’t returned fast enough. Tasks were slipping. Our Net Promoter Score dropped. That’s when I realized something critical: the 4-day week didn’t create these issues — it revealed them.
These were inefficiencies that had existed all along. The new schedule simply made them impossible to ignore. So, instead of going back to our old ways, we used this as a turning point. We made changes that ultimately strengthened our operations and our culture.
3 Key Changes That Made Our 4-Day Week Work
1. We Standardized Agency Processes
We started by documenting all key workflows — from sales to service. With standardized procedures, it doesn’t matter who answers the phone. Everyone has the information and tools to step in and help. This reduces stress, increases accountability, and makes onboarding easier. It’s not a one-and-done project — it’s an ongoing commitment, but one that pays off.
2. We Fostered a Collaborative Culture
Siloed teams lead to burnout. We moved to a shared inbox model so work could be distributed evenly. Now, whether a task is for sales, service, or support, it gets routed to the right group — and from there, team members assign tasks based on capacity. This reduces bottlenecks and ensures clients always receive timely, consistent service.
3. We Embraced AI Tools
AI is at the heart of our new work model. Tools like automated transcription, grammar correction, and even AI phone attendants help us focus on high-value work. We also built an internal intranet with an AI chatbot to answer procedural questions. It’s been a game-changer for new employees and a time-saver for veterans.
One Year Later: A Healthier, Happier Team
A year in, our Net Promoter Score is back up, productivity has increased, and — most importantly — employee satisfaction is higher than ever. We continue to refine our processes and technology to serve our clients better while creating a workplace that truly supports mental health and balance.
I’m proud of the modern, people-first agency we’ve built. And I encourage other agency leaders to ask themselves: What kind of workplace are you creating? Could a bold change help your team thrive?
Sometimes, working less really does mean achieving more.