TechFirst Insurance
By Ann Donnelly
After decades in the insurance industry, navigating family business dynamics, corporate consolidation and shifting market trends, Kevin O’Brien could have easily coasted into retirement. Instead, he co-founded a new venture to blend modern technological efficiency with old-fashioned, face-to-face service.
O’Brien, co-owner of TechFirst Insurance Agency, launched the business in 2023 alongside local entrepreneur Mark Shaw. The agency is located at 543 Queensbury Ave., Queensbury, NY 12801, and can be found online at techfirstInsurance.com. For O’Brien, the move represents the culmination of his extensive career and a deliberate response to an industry increasingly dominated by private equity firms.
A veteran of the industry, O’Brien spent nearly a decade at Travelers before joining his father’s agency, founded in 1957. He was later recruited to Glens Falls National Bank, now Arrow Bank, to consolidate several local acquisitions into what is now Upstate Agency.
Now back to carving his own path as an independent agent, O’Brien said TechFirst Insurance Agency aims to combine strong service with the benefits of technology to offer a “gold seal” client experience by removing the paperwork of the 1980s and 1990s while remaining deeply tied to the community. “We simply want to be more consumer-friendly, because there are more tools out there to make it easier for the customer,” O’Brien said.
However, he emphasized that technology will not replace the personal touch required when disaster strikes. With access to 12 to 15 carriers, O’Brien works to match clients with the right coverage and pricing — a stark contrast to private equity-owned firms, which he said often prioritize investor returns over personalized care.
“With private equity, those investors want to make sure they get a return on their money,” O’Brien said. “We like to come to your house. We like to help you with your claim. Do you want an ‘AI check’ or do you want a check coming from a person?”
In an era of automated claims, O’Brien said he urges clients to call him first before reaching out to the carrier after a minor incident, such as a fender bender or hitting a deer. He prefers to evaluate whether paying out of pocket is more cost-effective than risking a long-term premium hike, noting that a driver with multiple incidents in seven years can raise red flags for underwriters.
One of the most pressing modern risks O’Brien helps businesses navigate is cybersecurity. O’Brien warned that hackers target vulnerabilities regardless of a company’s size. “They’re just knocking on your digital door,” he said. Modern cyber insurance now covers everything from system recovery and ransoms to public relations and reputational risk management.
He said modern cyber insurance not only helps recover hijacked computer systems and pays ransoms in Bitcoin, but also provides a marketing team to manage reputational risk and public relations following a breach.
O’Brien also pointed to external factors driving up property insurance costs, particularly a shortage of skilled tradespeople and supply chain disruptions. He noted that house fire repairs can sometimes take up to a year and a half, driving up replacement costs. He praised local educational institutions, such as SUNY Adirondack and BOCES, for reviving trade programs to build the next generation of workers.
Despite his reliance on modern tools, O’Brien maintains a classic, professional presence. He still wears a tie several times a week, a rarity that occasionally leads to mistaken identity at local convenience stores. “I’m often mistaken for a cop,” O’Brien said.
Beyond insurance, O’Brien is a passionate advocate for local businesses and community organizations. He mentors new business owners through the Startup ADK program at SUNY Adirondack, advising them that success requires time management, passion and a solid support team.
O’Brien is equally dedicated to the region’s nonprofit sector. A recipient of the Adirondack Regional Chamber of Commerce’s J. Walter Juckett Community Service Award — an honor he shared with his brother John — he has served on numerous boards, including the local United Way, and volunteers with the Volunteer Income Tax Assistance program. He stressed that nonprofits are not just charities, but vital economic engines for the region that generate revenue, payroll and taxes.
Ultimately, O’Brien anchors his life and career in three core principles: building strong business relationships, giving back through nonprofit work and trusting a higher plan beyond his control.
For new entrepreneurs, O’Brien advised building a solid support team and bracing for a two- to four-year growth period before a startup stabilizes. “And make sure you return phone calls.”