Distribution Technologies for Mid/Large Commercial: Carrier Progress and Plans

Deborah M. Smallwood, Senior Partner
Mark A. Breading, Partner
Karen Furtado, Partner
Publication Date:
August 31, 2021
Number of Pages:
$1,495.00 USD

Traditionally, success in the middle-market and large commercial segments relied on deep expertise regarding customer risks and deep relationships with a network of distributors with access to those networks. While these capabilities remain fundamental to success, the carriers’ digital capabilities have become increasingly essential in these markets. To further examine these capabilities and the role they play in distribution, SMA recently surveyed carriers focused on the mid/large commercial market to assess the current state of the digital capabilities offered to their distribution partners and learn about carriers’ plans for enhancing or delivering new digital capabilities in the future.

This SMA report examines fourteen different digital sales-oriented capabilities and seventeen servicing capabilities. The report begins by assessing the key business drivers of tech investment among mid/large commercial carriers, the barriers to technology innovation, and a review of carriers’ satisfaction with the current digital offerings to distribution partners. It concludes by looking at where insurers are investing in digital capabilities today and identifies the top tier investments for both sales and servicing capabilities.


Table of Contents

  • Distribution Evolution for Mid/Large Commercial 2
  • Business Drivers for Tech Investments 5
  • Biggest Challenges for Investing in Distribution Solutions 6
  • Technology and Business/Cultural Barriers
  • Challenges That Inhibit Right-Fit Submissions
  • Agent/Broker Challenges for Tech Adoption
  • Digital Offerings to Agencies 8
  • Digital Offerings for Sales
  • Digital Offerings for Servicing
  • Top Tech Investments for Distribution 10
  • Tech Investment Plans for Digital Sales Capabilities
  • Tech Investment Plans for Digital Servicing Capabilities
  • SMA Call to Action 12
  • About Strategy Meets Action 13
  • Use of Our Reports
  • About the Authors