Commercial Lines Digital Plans and the Post-Pandemic World: SMA Market Pulse Insights

Deborah M. Smallwood, Senior Partner
Mark A. Breading, Partner
Karen Furtado, Partner
Publication Date:
July 29, 2021
Number of Pages:
$1,495.00 USD

The past 18 months have been interesting (to say the least) for anyone involved in technology strategy, planning, or implementation. As a result of the pandemic, project priorities shifted, digital gaps were exposed, and customer expectations changed. Throughout the pandemic, SMA has conducted a series of market pulse surveys starting in April 2020. The latest survey, completed in May of this year, aims to assess how commercial lines insurers’ strategies and plans are changing or being reshaped as they move into the second half of 2021.

This SMA report starts off with examining how carriers have adapted throughout the pandemic in terms of digital transformation. The report then examines how the pandemic has reshaped plans for other spheres such as payments, customer experience, and workforce planning.


Table of Contents

  • Carriers Adapt Throughout the Pandemic 3
  • Digital Transformation Plans Accelerate 4
  • Core Systems Implementations Continue 5
  • Plans Reshaped in Other Spheres 6
  • Significant Workforce Changes and Concerns 6
  • SMA Call to Action 8
  • About Strategy Meets Action 9
  • Use of Our Reports
  • About the Authors