As front-end gross and margins become tougher for many franchises, the spotlight is shifting heavily back to the F&I office. But the playbook that worked a few years ago has to evolve to meet the reality of today's market.
In this episode of VADA Live, host Dan Carrigan sits down with Robert Hunter, President of Automotive F&I at Brown & Brown Dealer Services. We are thrilled to officially welcome Brown & Brown as VADA’s newest Program Partner. Robert breaks down the current national landscape of finance and insurance, explaining why the ongoing affordability crunch requires a fundamental shift in how F&I managers operate.
The Affordability Shift
Vehicle affordability is arguably the number one issue in the retail auto industry right now. Because consumers are stretching their budgets, they are increasingly purchasing older-model, higher-mileage used vehicles.
"If you're stretching your budget already to purchase the vehicle," Robert explains, "and then if something happened to it from a mechanical standpoint... it might be even more difficult for that customer to be able to come up with the money". This makes it critical for F&I professionals to use a consultative approach, explaining exactly why protection products matter. As Robert notes, "It's not just the purchase today. It's the purchase for however long they're going to keep the vehicle".
Building the Bench
One of the biggest missed opportunities in auto retail? Recruiting for the finance office. The industry has a bad habit of recycling the same personnel, transferring them from store to store instead of bringing fresh talent into the business. Robert challenges dealers to stop looking outside and start building a bench from within. Post open F&I roles internally, give your current teammates a clear career path, and let them step up to the plate.
Continuous, Modern Training
You wouldn't send a professional athlete into a game without practice, so why do it to your F&I managers? "Training is not a one-time event. It's a continual process," says Robert. While face-to-face and video training still have their place, Brown & Brown is seeing massive success leveraging AI. AI simulators allow F&I managers to practice real-world scenarios and refine their consultative pitches without the risk of burning a live customer
About VADA Live
VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Carrigan. Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail.
About Robert Hunter & Brown & Brown
Robert Hunter is the President of Automotive F&I at Brown & Brown Dealer Services. Brown & Brown is a proud VADA Program Partner, providing comprehensive F&I solutions, reinsurance expertise, and modern training programs to help franchise auto dealers drive profitability and support their teams.