Viswanath Maddali, EVP and Head of Distribution & Marketing at ValueMomentum

Agent experience is extremely important for P&C carriers. We’ve seen across multiple studies that agents place. their business with the top 3 carriers in their mind at any point of time. Product and pricing is becoming a table stake, while experience is becoming the key differentiator across all carriers. Agents have multiple capabilities at their disposal; their agency management systems they work with, comparitive raters, carrier potrals, or simply the emails that they send. So it is important for the carriers to invest in these tools and capabilities so they can help the agents submit the business and service the business accordingly.

Agent experience is not limited to sales. It cuts across sales, service, claims and any interaction they have with the carrier and the customer. So it’s important that these interactions should not have any lag in them. So advanced analytics and smarter insights are playing a significant role in improving the agenct experience.