Customer Service

Here’s how independent insurance agents are prioritizing low-tech interactions for high-impact payoffs in marketing, sales and customer service.

By spending less time on administrative work, independent agents can dedicate more energy to supporting clients and strengthening relationships.

Jackson Rollo did not grow up dreaming of insurance. But like many second-generation leaders, once he found his way into the business, he stayed because of the relationships, responsibility and real impact independent agents can have in their communities.

Artificial intelligence (AI) is not removing agents from the equation. It’s reshaping how customers approach insurance, how work gets done and where agents create the most value.

Relationships will always remain the heart of the insurance business. But in today’s environment, the agencies that combine strong relationships with operational efficiency will be the ones best positioned to grow.

How are shifting trends impacting independent agents’ personal lines strategies? And what do clients want from their insurance relationships? Here are seven trends for the future of personal lines insurance.

Emily McGinn is general manager of the MGA and wholesale business unit at Vertafore, overseeing product development, professional services and customer service.