Technology and Automation
Carrier performance 7.60
The technology and automation category saw the fewest carriers earn a five-star rating – just 10 companies got an average score of 8 or greater. Carriers’ subpar performance in technology could also explain their sagging performance in other tech-reliant areas such as quotes.
Brokers have noticed some carriers’ moves to improve technology. “They’ve made significant improvement in the past 15 months – I’m very pleased with their efforts,” said one broker. Another broker applauded his carrier for “making strides in their automation.”
Having the ability to make endorsement changes or submit quotes online were the top two tech capabilities requested by brokers. Those who dinged their carriers in this category often found the technology too difficult to navigate: “[Technology] needs to be easier and faster across all components, including quoting, issuing a policy, billing and claims,” one broker said. “Just finding the information you need is difficult. The technology is a patchwork of old systems, and it shows in the amount of time it takes to do anything.”