Technology and Automation
Carriers’ average score in technology and automation jumped from 7.60 in 2018 to 7.94 this year, suggesting a solid improvement in this area. In addition, 16 carriers received a five-star rating for technology and automation this year, compared to 10 in 2018. Brokers commented that their carriers’ tech offerings are “fair and improving and “much better than in years past.”
But this was still one of the lowest-performing areas for carriers, indicating that there’s plenty of room for improvement. Brokers called out difficult-to-use rater systems and urged carriers to “make the broker’s life easier” by keeping current on technology options, adding that less complicated systems can help brokers “turn quotes, binders, policies [and] endorsements” more quickly. Brokers also asked for carriers to add endorsements and efficient billing options to their systems.
One respondent also stressed the need to find a balance between privacy and efficiency. “Privacy is trumping efficiency – try to find a way to do both,” the broker said. “Workflows have slowed due to new releases.”