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Evolving Client Expectations in Insurance: A New Era for Independent Agents

In today's fast-paced digital world, client expectations in the insurance sector are undergoing a significant transformation. A recent report by Vertafore, a leader in insurance technology, sheds light on how independent agents can tailor their services to better meet these evolving needs. The report, titled Policyholder Expectations for Independent Agents, is based on feedback from over 600 insurance clients across the United States, revealing a crucial balance between personal interaction and digital efficiency.

The Client's Perspective

The findings from Vertafore indicate that clients value the personal relationships they cultivate with their insurance agents, yet they also demand the ease and speed that digital technology can provide. According to James Thom, the Chief Product Officer at Vertafore, clients are looking for a hybrid experience where they can receive personalized advice while also accessing their policy information quickly and conveniently. Remarkably, nearly 90% of policyholders expressed a desire for agent involvement in managing their policies, yet over half also expect online or mobile access to policy details

Key Strategies for Success in 2026

1. Personalized Guidance Through Digital Means

Independent agents should embrace a dual approach, combining their personal service with the use of digital tools. By integrating online platforms that allow clients to manage their policies, agents can enhance service quality while retaining the human touch.

2. Foster Trust with Regular Communication

While 21% of policyholders reported receiving proactive outreach from their agents, the majority seek more frequent communication. By utilizing AI-powered tools, agencies can enhance their communications without overwhelming their staff, ensuring timely updates and client engagement.

3. Strengthen Online and Social Media Presence

Referrals remain a key source of new business; however, a notable number of younger policyholders are turning to online platforms to find their agents. It's vital for agencies to maintain a robust digital footprint, ensuring they are easily discoverable across various platforms.

4. Quick Responses and Effortless Interactions

In an era where instant answers are the norm, most clients expect speedy responses to their inquiries. The report suggests that agencies should invest in systems that provide them with a comprehensive view of each client’s profile, streamlining workflows to ensure prompt responses.

5. Transparency in AI Usage

As artificial intelligence continues to shape the insurance landscape, clients are generally open to agents using AI for efficiency. However, the report underscores the need for transparency, with 85% of policyholders wanting to know when AI tools are used. Maintaining a balance between technological assistance and human expertise is essential.

Conclusion

The report ultimately emphasizes the importance of blending trusted advisory roles with modern technology. Independent agents who adapt to these dual demands will not only enhance their relationships with clients but also improve their competitive edge in the marketplace. As the insurance industry evolves, those who can effectively combine expertise with innovation will stand out and thrive amidst changing consumer expectations.

For further insights, read Vertafore's comprehensive report, Policyholder Expectations for Independent Agents, which provides a roadmap for agents looking to meet client demands in the coming years.

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For more information about Vertafore and their solutions that empower independent agents, visit Vertafore's official website.