Mighty Shield Insurance CEO Champions Ethics in Agent Training

The U.S. healthcare system is grappling with a significant decline in public trust, yet one insurance company is setting a precedent by emphasizing ethical training for its agents. Lorena Granadillo de Fernandez, the CEO and founder of Mighty Shield Insurance, asserts that prioritizing client needs over profit can help restore faith in healthcare. A recent Gallup poll revealed that trust in the American healthcare system plummeted from 71.5% in April 2020 to 40.1% by January 2024, with only one-third of Americans expressing confidence in the system.

Founded in 2019, Mighty Shield Insurance has established itself as a beacon of integrity and excellence. Under Granadillo de Fernandez’s leadership, the company has grown to include over 80 licensed agents, serving more than 8,000 clients across nearly all U.S. states. The CEO emphasizes that ethics is ingrained in the company’s culture, not merely a policy. “We ensure that our agents prioritize proper client assessment and compliance over profit through a structured system of education, supervision, and accountability,” she stated.

Mighty Shield’s onboarding process is designed to instill a commitment to ethical practices from the outset. Agents learn that the long-term well-being of clients takes precedence over sales targets. This dedication is reinforced through ongoing monitoring, transparency reporting, and strict compliance measures for enrollments. If any inconsistencies or unethical behavior arise, agents undergo corrective coaching or retraining, with disciplinary actions implemented when necessary.

Granadillo de Fernandez also highlights the importance of mentorship within the organization. Senior agents and team leaders are trained to model ethical behavior, ensuring that every transaction reflects honesty and respect. She believes that integrity fosters trust and creates sustainable relationships, benefiting both the agency and the healthcare sector. “Integrity sells better than pressure,” she remarked.

A strong advocate for continuous education, Granadillo de Fernandez aims to cultivate professionals who appreciate the social and moral implications of their roles. She strives to demystify health insurance, transforming it into a transparent and respectful experience. This approach not only builds trust between agents and clients but also strengthens the relationship between the public and healthcare institutions.

The effectiveness of Mighty Shield Insurance’s strategy is evidenced by its accolades. The company has received the CMS Circle of Champions Award consecutively since 2022 for its outstanding performance in ACA enrollments and commitment to consumer education. Under Granadillo de Fernandez’s guidance, Mighty Shield not only trains agents but also encourages them to establish their own sub-agencies, promoting entrepreneurship in the insurance industry.

“Our hiring process goes far beyond evaluating licenses and production history; we seek character, integrity, and a genuine desire to serve,” Granadillo de Fernandez explained. The process involves a comprehensive screening and interview strategy that assesses candidates’ values and ethical judgment. Real-life scenarios are discussed to evaluate how potential agents would handle ethical dilemmas. This focus on character is intended to identify those who are eager to learn and grow, as Granadillo de Fernandez believes that continuous education is a strong indicator of long-term ethical behavior.

In an industry often criticized for prioritizing short-term gains over ethical standards, Granadillo de Fernandez’s leadership is a refreshing change. She asserts that true growth stems from structure and integrity rather than shortcuts. As she continues to elevate professional standards, she inspires a new generation of leaders in the insurance field. “I believe that leadership must create leaders,” she stated. “My goal is not to have followers, but to empower new leaders who can continue spreading the values of ethics, education, and family commitment across the healthcare and insurance industry.”

As the U.S. healthcare system confronts diminishing trust, Granadillo de Fernandez’s model offers a viable pathway forward. By prioritizing ethical training for its agents, Mighty Shield Insurance illustrates that a client-first approach, grounded in integrity, can reshape perceptions of the health system. The company offers continuous training programs that are regularly updated to reflect current CMS regulations, Marketplace procedures, and carrier-specific guidelines. Agents are equipped not only to understand insurance products but also to communicate effectively, accurately identify client needs, and act transparently.

“I lead through example, education, and empathy,” Granadillo de Fernandez concluded. “Leadership is not about hierarchy; it’s about influence, consistency, and responsibility. A good leader inspires others to believe in the mission and act with integrity.”