Distribution Technologies for Personal Lines: Carrier Progress and Plans

Deborah M. Smallwood, Senior Partner
Mark A. Breading, Partner
Karen Furtado, Partner
Publication Date:
September 8, 2021
Number of Pages:
$1,495.00 USD

Within the insurance industry, the personal lines sector has frequently been the pioneer in building and enhancing digital capabilities. The expectations of both distribution partners and policyholders have been driving digital innovation for years and continue to do so today. To further examine these capabilities and the role they play in distribution, SMA recently surveyed carriers focused on the personal lines market to assess the current state of the digital capabilities they offer to their distribution partners and learn about carriers’ plans for new digital capabilities in the future.

This SMA report examines fourteen different digital sales-oriented capabilities and eighteen servicing capabilities. The report begins by assessing the key business drivers of tech investment among personal lines carriers, the barriers to technology innovation, and a review of carriers’ satisfaction with their 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.

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Table of Contents

  • Distribution Evolution 3
  • Business Drivers for Tech Investments 4
  • Biggest Challenges for Investing in Distribution Solutions 6
  • Technology and Business/Cultural Barriers
  • Challenges That Inhibit Right-Fit Submissions
  • Agent Challenges for Tech Adoption
  • 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
  • SMA Call to Action 13
  • About Strategy Meets Action 14
  • Use of Our Reports
  • About the Authors