Personal 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 30, 2021
Number of Pages:
$1,495.00 USD

The traditionally stable P&C personal lines insurance industry has been shaken up due to the pandemic. At the beginning, there were dramatic changes in customer behaviors and patterns, seismic shifts in claim volumes, and rapidly changing customer expectations. Each forced carriers to rethink their technology plans. Beginning in April 2020, SMA began conducting a series of market pulse polls aimed at assessing how personal lines carrier strategies and plans have shifted over time. The most recent poll was conducted in May of this year.

This SMA market pulse report begins by examining how carriers have adapted throughout the pandemic in terms of digital transformation. The report then examines how the pandemic has reshaped strategies and plans in various 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 Mature and Continue 5
  • Plans Reshaped in Other Spheres 6
  • Significant Workforce Changes and Concerns 7
  • SMA Call to Action 9
  • About Strategy Meets Action 10
  • Use of Our Reports
  • About the Authors