A Century and a Half of Putting People First

By Mike Scott

Bell & Hudson Insurance Agency has built its business around a simple idea that insurance is ultimately about people, relationships, and keeping promises. In fact, it has been doing that since the late 1800s.

That philosophy has helped the western Massachusetts independent agency remain locally owned through ongoing mergers, consolidation, and change around it. That is no small task and is why this year’s recognition has particular meaning for President and CEO Matthew Phaneuf.

Bell & Hudson previously won Insurance Journal’s Best Agency to Work For in the East in 2011, when his father, James Phaneuf, owned and ran the agency. Matthew is proud to be a part of the team that continues that tradition.

“It feels great that our employees have gone out of their way to recognize our management team’s hard work,” Phaneuf said. “It’s nice to know that our employees feel the same way under our new ownership.”

Bell & Hudson’s history reaches back to the Civil War era. James Phaneuf purchased the agency in 1992, and Matthew became president and, eventually, the firm’s majority owner more than a decade ago, continuing a tradition of local ownership and community involvement.

Bell & Hudson has evolved over the years, now providing personal, business, life, and health insurance. The agency also offers specialized programs for industries and risks including restaurants, dental offices, builders risk, energy, commercial vehicle fleets, and technology.

But Phaneuf said the agency’s workplace distinction has little to do with the conventional list of employee perks.

“We asked our staff, ‘What makes a great place to work?’ The most repeated responses were mutual respect and professionalism; feeling wanted/appreciated/valued; teamwork; feeling safe and secure in your job; and working with people who care about their job, their customers, and their co-workers,” Phaneuf said. “What it boils down to is our people.”

That emphasis on people is reflected in Bell & Hudson’s unusually long employee tenure. Phaneuf said the staff averages 22 years as teammates. For example, Personal Lines Manager Candace McNeaney celebrated her 40th work anniversary in 2025, and Commercial Lines Manager Michelle Tetrault and Claims Manager Beth Gouin each have been employees for more than 31 years.

Along with its extraordinary employee tenure, the agency’s dedicated claims management function is another firm differentiator, Phaneuf said. Gouin’s experience and empathy give clients a resource who understands both the technical and personal sides of navigating a claim. Other team members offer similar levels of experience and client service.

Bell & Hudson has also resisted the consolidation trend sweeping the independent insurance industry. Rather than selling to outside investors, the agency remains accountable to its customers and communities, Phaneuf said. That local ownership allows Bell & Hudson to continue supporting community sponsorships, fundraisers, and local causes, particularly in Belchertown and West Brookfield. It is an agency committed to its communities.

“We’re thriving and excited for the next generation of Bell & Hudson employees to step into leadership roles and continue our culture of success and our four core values of integrity, excellence, teamwork, and service,” Phaneuf said.

Bell & Hudson’s commitment to community is longstanding. Its Putt-a-thon fundraiser for cancer research ran for 19 years and ultimately raised more than $1 million. The agency has also earned the Massachusetts Association of Insurance Agents’ Five Star designation multiple times, reflecting its focus on professional standards and customer service.

For Phaneuf, sustaining the culture comes down to leadership that listens, communicates, and recognizes employees’ contributions.

“Find people that fit your culture, and make it one that stresses positivity, empathy, understanding,” he said.

That philosophy has allowed Bell & Hudson to grow and evolve without losing the local, relationship-driven character that has defined it for generations.