At SIR 2025, one of our key takeaways was that carriers and agents must co-create the customer experience. Here's what that looks like from the agency side of the table.
1. Technology that connects
Every time an agent re-types information from one system into another, the customer waits and the chance of an error goes up. Strong API connections between carrier systems and agency management tools are the foundation.
2. Bind online, in real time
Customers want to buy when they're ready, including at night. Carriers that support real-time quoting and binding help agencies meet customers where they are.
3. Clear, consistent underwriting
Agents need to know quickly whether a risk fits. Clear guidelines and fast answers prevent wasted quotes and frustrated customers.
4. Digital documents and payments
Electronic signatures, digital ID cards, and flexible payment options should be standard, not special requests.
5. Shared training
When carriers train agency teams on their products and tools, customers get better explanations and fewer surprises.
6. A real feedback loop
Agents hear what customers want every day. Carriers that listen and act on that feedback build better products.
What agencies owe carriers
Partnership goes both ways. Agencies should bring well-prepared applications, accurate information, and customers who understand what they bought. That's how both sides grow profitably.
More from the talk in Agents of Tomorrow and Bridging retail and digital insurance.