Meet The Team

Emily Crognale is Word & Brown’s Senior Vice President of Client Experience, where she provides direction and leadership for Underwriting,  Account Management, and Broker Resources. She was promoted to this role in 2026.

Her teams are committed to providing a single point of contact for brokers – helping enhance customer service and improve client retention for our broker partners. Underwriting works to ensure clean case submissions and prompt carrier approval. Account Management handles general group, plan, and coverage change inquiries as well as delivering answers on technology, provider searches, billing, claims, and commissions. Broker Resources facilitates carrier onboarding and new product initiatives (including broker training), provides insights to Sales and Marketing regarding carrier bonuses, commissions, and other promotions, and maintains W&B’s extensive online carrier forms and resources library as well as our Carrier Portfolio web page on the W&B website.
 
Prior to joining Word & Brown as an Inside Sales Representative in 2014, Emily was a producer at one of our largest agency partners. While at W&B, she has consistently taken on greater responsibilities. In 2022, she was named Senior Director of Client Experience, and in 2023 she was promoted to Vice President of Client Experience. In each role, she has led with integrity, built strong cross-functional relationships, and advanced critical initiatives, including the buildout of Client Management and the integration of our Account Management teams into the Sales process. Her ability to foster collaboration, drive innovation, and earn trust has had a lasting impact across the organization.