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Agent for the Future™
IA-Driven Insights

Safeco™ recently surveyed 600 independent agents about their perspective regarding how their roles and business priorities are evolving, as well as their thoughts about changing customer needs and how technology and societal changes may impact how they do business in 2020.

current trends

large and small agencies agree that the roles of CSRs and producers are blurring

producers
CSRs
73% of agencies under $2.5M agree roles are merging
64% of agencies over $2.5M agree roles are merging

IAs are comfortable with new services

  • very comfortable
  • somewhat comfortable

e-signing documents

telematics

gap coverage for rideshare/homeshare

...but more IAs need to embrace online account management

icon-computer Created with Sketch.
  • 40%

    are comfortable

  • 38%

    are somewhat comfortable

  • 14%

    are not comfortable

  • 8%

    don't want to offer it at all

agencies are hiring! during the past 2 years...

producers

25%

hired 1

20%

hired 2

6%

hired 3

7%

hired 4 or more

services &
support staff

27%

hired 1

15%

hired 2

7%

hired 3

7%

hired 4 or more

58%
of all hires are millenials
future trends

by 2020 IAs want to spend more time on new business and less on retention and servicing clients

  • now
  • in 2020

retaining clients

responding to
service needs

quoting new
business

prospecting for
new clients

agents' strategies for growth

  • cross-sells [icon]

    increasing cross-sells

    78%
  • lead sources [icon]

    new lead sources

    50%
  • people-colored [icon]

    adding new producers

    50%
  • chat [icon]

    new digital capabilities
    (mobile, chat)

    48%
  • target [icon]

    increase marketing investment

    38%
  • group [icon]

    new market segments

    31%

effect on your agency by 2020

consumer need for online/mobile

60%
of IAs recognize as a major need

dominance of millennial segment

                                                                                                                                                                                                                                                                            
55%
of IAs recognize as a major need

more sharing economy

Created with Sketch.
30%
of IAs recognize as a major need

the state of agency capabilities

  • have this now
  • should do this soon

e-signing docs

provide quotes online

text messaging with clients

online chat with clients

42%
of agencies don't think it's important to speak other languages
56%
of agencies don't think there is a need for extended hours
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Research and Trends [infographic]

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