Small Commercial - the Digital Opportunity

Small Business Customers Want More Digital—What It Means for Insurance Agencies

We took a look at a variety of recent surveys for insights on what today’s small business insurance buyers want from their agents.  We found important implications for how agents should use and integrate digital technologies into their operations so they can better serve small commercial customers.

It’s clear that small business owners want more digital capabilities from all their vendors, but there are nuances among generations, specific insurance transactions and processes, and many still prefer traditional communications mechanisms.  This is a mixed bag of messages for agents.

We’ve prepared this report—which includes a variety of survey information—to help provide some clarity about how agents should be moving forward now. And while many business customers are highly satisfied with their agents today, there are clear indications that they want more—something agents should be getting ready for now.