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Author(s):

Deborah M. Smallwood, Senior Partner

Mark A. Breading, Partner

Publication Date: January 12, 2023

Number of Pages: 15

Price: $1,495.00 USD

The personal lines industry has been at the frontline of industry-wide changes covering distribution, digital technologies, operations, and customer experience. As the years progress, the segment will only continue to pioneer new innovations and transform the distribution landscape.  

This SMA report features new research from a survey of personal lines executives on their plans for distribution technologies, including investment drivers, business and technology challenges, and satisfaction with current digital offerings to distribution partners. The report also includes where insurers are prioritizing investments across eighteen digital sales capabilities and seventeen digital servicing capabilities for distribution. It concludes with SMA's call to action for carriers that want to grow in the personal lines segment.  

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Table of Contents

  • Distribution Evolution for Personal Lines 3
  • Business Drivers for Tech Investments 5
  • Business Challenges for Investing in Distribution Solutions 7
  • Technology and Business/Cultural Barriers
  • Challenges that Inhibit Right-Fit Submissions
  • Digital Offerings to Agencies 8
  • Digital Offerings for Sales
  • Digital Offerings for Servicing
  • Top Tech Investments for Distribution 11
  • Tech Investment Plans for Digital Sales Capabilities
  • Tech Investment Plans for Digital Servicing Capabilities
  • Tech Investment Plans for Distribution Management
  • SMA Call to Action 14
  • About Strategy Meets Action 15
  • Use of Our Reports
  • About the Authors