FOR IMMEDIATE RELEASE
Contact: Candace Boyle
212-614-4561
[email protected]
Insurance Agents Convinced Digital Tools Key for Business Growth, But Many Are Not Using
Them Yet, New Industry Study Shows
Insurance Digital Transformation Survey Measures Use of Digital Technology
NEW YORK (16 AUGUST 2016) Independent insurance agents don’t have to be convinced that digital
technologies are vital to growing their businesses, according to the Insurance Digital Transformation
Survey; but taking action is slow with more than half of respondents saying they lack key digital tools
and automation like client portals, mobile apps, and claims download. In addition, many agents are still
using traditional modes of communication to connect with clients such as phone, email and fax. Fewer
than half of agents today are utilizing text messages, social networks, instant messaging, and enewsletters.
The Insurance Digital Revolution, an industry initiative organized by IIABA’s Agents Council for
Technology (ACT), ACORD User Groups Information Exchange (AUGIE) and the PIA to drive adoption of
digital technology, published the survey which was designed to measure the industry’s current use of
digital tools.
“Agents understand the current market and know they need to make changes to compete. A significant
number  70%  have proactive strategies in place to implement new technology to improve their
businesses,” said Ron Berg, ACT executive director. “But even with that awareness, adoption of new
technology has been slow. The number of options available is overwhelming and many agents don’t
know where to start, or need help in evaluating the return on investment of new technologies.”
Agents Need Digital Tools to Compete in an On Demand Market
Digital tools can play a critical part in agents’ winning new customers and strengthening relationships
with existing clients. According to the survey, 43% of agents currently operate 24/7 using staff,
automation, or a combination of both and less than one-quarter of agents have client portals (23%) or
mobile apps (21%), demonstrating that there’s a lot of room for improvement. But, when it comes to
social media, agents are taking advantage. Many are connecting with customers on Facebook (78%) and
LinkedIn (68%). And agents are using the tools to generate new business with nearly three-quarters of
agents saying they’re getting new business leads from the web and social media regularly.
But while agents are definitely taking steps in the right direction, there is still progress to be made with
agency websites. Only 8% of respondents rated their sites as excellent. More telling, 60% of agents said
their sites are average to poor. Many of these sites lack functionality, with less than a quarter of
respondents saying customers can quote auto/home insurance from their sites.
“Although 91% of agents say their clients are not asking for a client portal and 92% say clients aren’t
asking for a mobile app, that does not mean they don’t want them. Agents can’t assume that no news is
good news. When it comes to customers’ digital requirements that’s never true,” said Mike Becker,
Executive Vice President and CEO of PIA. “Look at banking—many institutions did not know how popular
online and mobile banking would be with their customers until they adopted it. The same is true for
insurance. These technologies provide quick, easy and on demand access to policy and billing
information, quoting and rating.”
Some Progress, But More Opportunity to Improve Workflow with Automation
The survey also revealed that while there is continued progress in agents’ adoption of automation tools
to improve workflow, there is still significant opportunity to improve efficiencies in how they process
claims, quote new business, and make policy changes. Overall 40% of agents say that disjointed
workflows is the biggest automation challenge. Yet, despite that challenge, 60% are not using claims
download, and only 6% and 16% are using bridging to quote new commercial lines and personal lines
policies, respectively. This means a number of agents are manually reentering data when they switch
from carrier portals to their agency management systems slowing down the process and increasing the
risk of error.
Greg Maciag, President Emeritus of ACORD concluded, “The results of the survey are encouraging. Many
agents want to become digital, they just need guidance on where to start. The Insurance Digital
Revolution was started to be an information hub for insurance professionals, creating a one-stop shop
for information on all digital tools available and providing a roadmap on how agents can incorporate
these technologies into their daily workflow. It is designed to bring agents, carriers, and vendors
together, so they can join forces to revolutionize the industry.”
About Insurance Digital Revolution
The Insurance Digital Revolution (IDR) is an industry advocacy and communications initiative to
accelerate adoption of digital technologies that enable independent insurance agents to improve
customer satisfaction, grow business, and increase profitability. Organized by IIABA’s Agents Council for
Technology (ACT), ACORD User Groups Information Exchange (AUGIE) and the PIA, IDR is focused on
acting as an information hub with resources to accelerate technology adoption, generating awareness of
new tools, providing a roadmap for implementation, and growing usage of existing solutions.
Editor’s Note
The Insurance Digital Transformation Survey was conducted electronically among agents in the United
States between March 8 and April 5, 2016. Overall, 4,304 agents, brokers, and Managing General
Agents, responded to the survey. A full summary of the results is available by contacting Candace Boyle
([email protected] ; 212-614-4561).
FOR IMMEDIATE RELEASE
Contact: Candace Boyle
212-614-4561
[email protected]
Insurance Digital Revolution Announces First Gold and Silver Sponsors
NEW YORK April 21, 2016 – The Insurance Digital Revolution (IDR) today announced its first sponsors
including Gold Level Sponsors: Applied Systems, Nationwide Insurance, and Vertafore, and Silver Level
Sponsors, The Cincinnati Insurance Companies and NetVU.
IDR is an industry campaign, organized by ACT, AUGIE and PIA, to drive technology adoption to better
serve the insurance customer. Based on the understanding that today’s consumers and businesses
expect to use technology to research, buy and get service on their insurance, IDR was created to educate
and motivate independent agents, along with carriers and vendors, to access and implement the right
technologies to create a seamless and positive experience for their customers.
The Gold and Silver Sponsors of IDR receive three seats on the Advisory Council – two company seats
and each company is also able to appoint an agent representative. In partnership with the organizers of
the IDR, the Advisory Council drives the campaign and guides the agenda. They also help facilitate the
programs, including the benchmark survey, insurance Digital Transformation Study, which is currently
being analyzed and will be released soon.
IDR is actively looking to grow its community. Sponsorships are available at the Gold ($5,000/year), Silver
($2,500/year) and Bronze ($1,000/year) levels. There are also opportunities for agents and individuals to
sponsor the initiative at $500 and $250 levels. For more information on the Insurance Digital Revolution
and details about ways to get involved, please visit insurancedigitalrevolution.org.
About ACT
The Agents’ Council for Technology brings all independent agent and broker distribution stakeholders
together to advance the use of the most effective agent workflow technologies which enhance
productivity, sales and marketing, service and security. It focuses on strategic trends and drives
improvements to the customer experience, using virtual work groups and in-person meetings. More
information on ACT is available at www.independentagent.com/ACT
About AUGIE
AUGIE is the agent-led community within ACORD, the insurance industry’s global nonprofit standards and
services organization. AUGIE focuses on promoting efficient workflows for automated independent
agencies and brokerages. It successfully builds upon the value that ACORD brings to the industry through
its forms, data standards, reference architecture and other assets. More information about AUGIE is
available at www.acord.org/AUGIE.
About PIA
Founded in 1931, PIA is a national trade association that represents member insurance agents and their
employees who sell and service all kinds of insurance, but specialize in coverage of automobiles, homes
and businesses. PIA members are Local Agents Serving Main Street America SM. PIA’s web address is
www.pianet.com .
FOR IMMEDIATE RELEASE
Contact:
Candace Boyle
(212) 614-4561
[email protected]
PIA Joins Insurance Digital Revolution
NEW YORK March 23, 2016 -- The National Association of Professional Insurance Agents (PIA) has joined the Insurance
Digital Revolution, the advocacy and communications initiative started by The Agents’ Council for Technology (ACT) and
the ACORD User Groups Information Exchange (AUGIE). PIA not only brings its network of agents to the campaign, but
it will also play an important administrative role, along with ACT and AUGIE. The Insurance Digital Revolution, which was
launched in February, is designed to drive implementation of digital tools that help independent agents & brokers, carriers
and MGAs better serve their clients.
“Incorporating digital technologies into agents’ daily workflow can revolutionize the insured’s experience,” said Mike
Becker, Executive Vice President and CEO of PIA. “The number one priority for our members is their clients, and these
advancements will make their businesses more competitive. We are excited to be joining the Insurance Digital Revolution
and to help accelerate adoption of capabilities including real-time and download, e-docs and other technologies.”
The Insurance Digital Revolution consists of a variety of programs to drive adoption and increase communication. One of
its first outputs is the Insurance Digital Transformation Study, a benchmark survey designed to measure both the needs of
the insured’s as well as the current digital capabilities of insurance professionals. The study is underway now, and results
will be released next month. Members of the industry and consumers and businesses are invited to participate in the
study through April 1 on insurancedigitalrevolution.org.
The campaign is funded through sponsorships, in addition to the three associations leading the initiative. Gold and Silver
sponsors each receive two seats on the IDR Advisory Council and will help set the direction and priorities for the
campaign. To date, there are four Gold sponsors and one Silver sponsor, including carriers and agency management
system vendors. IDR is currently seeking additional Gold ($5,000/year), Silver ($2,500/year) and Bronze ($1,000/year)
sponsorships. There are also opportunities for agents and individuals to sponsor the initiative at $500 and $250 levels.
For more information on the Insurance Digital Revolution and additional information about how to get involved, please visit
insurancedigitalrevolution.org.
About PIA
Founded in 1931, PIA is a national trade association that represents member insurance agents and their employees
who sell and service all kinds of insurance, but specialize in coverage of automobiles, homes and businesses. PIA
members are Local Agents Serving Main Street America SM. PIA’s web address is www.pianet.com .
About ACT
The Agents’ Council for Technology brings all independent agent and broker distribution stakeholders together to
advance the use of the most effective agent workflow technologies which enhance productivity, sales and marketing,
service and security. It focuses on strategic trends and drives improvements to the customer experience, using virtual
work groups and in-person meetings. More information on ACT is available at www.independentagent.com/ACT.
About AUGIE
AUGIE is the agent-led community within ACORD, the insurance industry’s global nonprofit standards and services
organization. AUGIE focuses on promoting efficient workflows for automated independent agencies and brokerages.
It successfully builds upon the value that ACORD brings to the industry through its forms, data standards, reference
architecture and other assets. More information about AUGIE is available at www.acord.org/AUGIE.
FOR IMMEDIATE RELEASE
Contact:
Candace Boyle
(212) 614-4561
[email protected]
ACT and AUGIE Launch Insurance Digital Revolution Campaign to
Advance Technology Adoption
NEW YORK February 4, 2016 -- The Agents’ Council for Technology (ACT) and the ACORD-User Groups Information
Exchange (AUGIE) today announced a joint initiative, the Insurance Digital Revolution (IDR). The objective of the IDR is to
drive adoption of digital tools that help agents, carriers and MGAs better serve their clients. This new industry advocacy program
will build awareness of digital capabilities, educate about solutions and provide a platform for sharing success stories.
“Thanks to smart phones and other personal technology, almost everyone can get anything any time, anywhere.
Insurance is no exception,” said Ron Berg, ACT executive director. “The Insurance Digital Revolution campaign is
designed to make sure the insurance industry is ready to meet that expectation.”
The Insurance Digital Revolution follows ACT and AUGIE’s Real Time/Download campaign, a highly successful
initiative that promoted the use of real time and download to allow a single workflow for insurance servicing and
quoting. The Insurance Digital Revolution expands the focus to encompass a range of digital solutions and targets a
broader audience with the end goal of improving the client’s insurance experience.
“All around us, technology capabilities and solutions are increasing, but our industry isn’t moving fast enough in
adopting them, “ said Cal Durland, AUGIE leader and ambassador. “The Insurance Digital Revolution is picking up
where the Real Time/Download Campaign left off. It is a broad initiative encompassing all types of technology, with its
main focus being the insured’s experience as the key driver for technology adoption.”
Targeting agents and brokers, carriers, third parties, technology providers, user groups, and agent and industry
associations, IDR will spotlight technologies including real time and download interface applications, e-docs, single
sign on, web and mobile apps, data security, and other capabilities.
Berg, added, “Adoption of the latest technology is a business imperative. Customers expect the most advanced digital
capabilities when dealing with their insurance, whether it’s buying a policy, making changes to it, or submitting a claim.
The Insurance Digital Revolution will turbocharge the industry to adopt these capabilities more quickly and easily.”
The initiative will be comprised of a variety of awareness and communications programs including:
• creating a web site and other resources that are a one-stop-shop for actionable information and advice
• grass roots programs to educate and build awareness of what’s available, how to use and implement, and
who to turn to for assistance
• collaboration opportunities with leading industry organizations
• new participant engagement, including excess and surplus lines, surety benefits, MGAs and program managers
The campaign is currently seeking sponsors and participants on the advisory panel. For more information on the
Insurance Digital Revolution and additional information about how to get involved, visit insurancedigitalrevolution.org.
About ACT
The Agents’ Council for Technology brings all independent agent and broker distribution stakeholders together to
advance the use of the most effective agent workflow technologies which enhance productivity, sales and marketing,
service and security. It focuses on strategic trends and drives improvements to the customer experience, using virtual
work groups and in-person meetings. More information on ACT is available at www.independentagent.com/ACT.
About AUGIE
AUGIE is the agent-led community within ACORD, the insurance industry’s global nonprofit standards and services
organization. AUGIE focuses on promoting efficient workflows for automated independent agencies and brokerages.
It successfully builds upon the value that ACORD brings to the industry through its forms, data standards, reference
architecture and other assets. More information about AUGIE is available at www.acord.org/AUGIE.