Pre-trained admin support enabled agents to focus on high-value tasks — without compromising quality
Bradlee Haley runs a Farmers Insurance agency based in Bremerton, Washington, serving a mix of personal lines, commercial, and life insurance clients. His team includes three in-office employees and a virtual assistant, supporting a book of business generating roughly $4.5 million in premiums.
Like many growing agencies, Haley’s operation reached a point where administrative work began crowding out higher-value activities such as client service, sales, and strategic planning.
Challenge: Administrative overload and heightened security concerns
As the agency grew, so did the volume of administrative work. Renewal follow-ups, CRM cleanup, inbox management, and workflow maintenance increasingly pulled time away from licensed staff.
“We couldn’t really get ahead of it,” Haley said. “The administrative work was bogging us down.”
At the same time, security was top of mind. Earlier in the year, Haley’s email had been compromised in a phishing attack that affected both internal operations and client communications.
“I’m sure I could find a VA for half the price,” he said. “But not knowing the security they have — that was a big concern. We deal with personal customer information. It’s got to be secure.”
Traditional solutions offered little appeal. Hiring locally would require licensing, higher fixed costs, and longer ramp times. Call centers lacked personalization and trust. Haley needed a solution that could reduce operational burden without introducing new compliance or security risks.
Solution: SecureEVAs’ compliant, pre-trained virtual support model
SecureEVAs proposed a dedicated executive virtual assistant operating within a locked-down virtual machine environment aligned with SOC 2 Type 2 and HIPAA standards. Rather than placing the burden of recruiting and screening on the agency, SecureEVAs presented pre-vetted, pre-trained candidates matched to Haley’s needs.
“You guys brought in three candidates, and I liked all of them,” Haley said. “That filtering alone was huge.”
The initial engagement began as a part-time role focused on administrative support. The VA quickly took ownership of workflow cleanup, CRM fixes, inbox support, and documentation tasks. Training was handled through shadowing and Zoom sessions, following SecureEVAs’ established onboarding process.
Ramp-up was fast. “A week,” Haley said. “I felt pretty comfortable giving her things to work on.”
Over time, the scope expanded to include customer emails, workflow automation, and campaign support. Haley is now considering adding a second EVA with a stronger focus on phones to further scale service capacity.
See how we carefully vet, train, and secure every EVA before they support your agency — explore our Secure Stack to learn more.
Results: Time reclaimed, stronger service, and long-term retention gains
While Haley is cautious about assigning hard dollar figures, the operational impact has been clear.
“The time we’re getting back doesn’t just become time we’re sitting around,” he said. “Now we’re able to complete other tasks that just would have fallen through the cracks.”
The agency now delivers more consistent client communication through automated workflows and timely outreach, improving touch frequency and service quality. Haley believes these changes will directly support retention, referrals, and long-term revenue protection as results compound over time.
Another unexpected benefit was the level of operational support behind the scenes. “I didn’t realize how much back-end work you guys do,” Haley said. “The follow-ups, the scheduling, the equipment — it didn’t even enter my mind. That’s been a pleasant surprise.”
“The time we’re getting back isn’t just free time. It’s time we’re using to actually move the business forward.”
— Bradlee Haley, Farmers Insurance Agency Owner
Why SecureEVAs made the difference
For Haley, the value of SecureEVAs wasn’t just cost savings — it was confidence.
SecureEVAs delivered what traditional models could not: dedicated virtual support operating in a secure, audited environment, paired with rapid onboarding, ongoing oversight, and personalization.
By removing administrative friction while maintaining compliance and security, SecureEVAs enabled Haley’s agency to grow service capacity without adding licensed headcount or fixed overhead.
Results at a glance
Operational impact within the first 60 days:
Administrative load reduced, with core tasks moved off licensed staff
Ramp-up in ~1 week, significantly faster than local hiring
More consistent client communication through workflows and automation
Fewer tasks falling through the cracks, improving service reliability
Improved peace of mind around security after a prior phishing incident
Scalable support model, with plans to add a second EVA for phone coverage
If you’re like Bradlee, you don’t need more time — you need the right support. Every minute on admin is a minute lost on growth, clients, and revenue.
SecureEVAs gives you the clarity and confidence to step out of the weeds and back into leading your agency.
What could you do if your time was fully protected? If you’re ready to find out, take the first step.
