2018 Personal Lines Business and Technology Investments

An SMA Research Report

Deborah M. Smallwood, Senior Partner
Karen Furtado, Partner
Mark A. Breading, Senior Partner
Karen Pauli, Principal
Publication Date:
March 19, 2018
Number of Pages:
$995.00 USD

This report reflects the state of the industry technology investments, the business drivers, and the ongoing plans for specific projects for property/casualty personal lines insurers. Companion reports for P&C commercial lines and life/annuity are also available.

2018 Personal Lines Business and Technology Investments is based on a survey of North American insurance business and technology executives and our ongoing observations from SMA’s advisory and consulting engagements with insurers.

For insurers, the data points and insights presented are useful for tracking IT spending against industry trends, examining priorities, and monitoring the pulse of technology investments. For IT solution providers, the data and accompanying observations on insurers’ spending patterns and buying behaviors yield useful information for setting product development roadmaps and refining marketing strategies and priorities. An example of the research data is shown in the figure below. 

Figure 1 shows business drivers for investment by personal lines insurers.


20180316 BusinessTech PL



Table of Contents

  • Key Takeaways 3
  • Research Findings and Analysis: Shifting to Growth and Transformation 4
  • Changing Customer Expectations: A Key Driver in Investments for Growth 5
  • Blending the Traditional and New World Investments for Business Projects 6
  • Aligning Technology and Tools Investments to Digital and Customer 8
  • New Implementations in Telematics/UBI Solutions Lead Data/Analytics Projects 9
  • SMA Call to Action 10
  • About Strategy Meets Action 11