“As far as going direct, it depends on the line of business. When you get into the more complex lines—at least on the property/casualty side—you don’t see [the direct channel], but for the personal lines—particularly personal auto—there is definitely more inclination to go direct.
I don’t foresee eliminating agents completely. We’ve done some Gen Y surveys and one of the things we learned is that while Gen Y wants to research and investigate over the Web, when it comes to purchasing insurance they want to talk with somebody live.
I think there’s always going to be a need for the agent in some capacity. If you are talking personal auto insurance and this is, say, the 10th year with no changes, you are probably more apt to go direct. But once you begin to have different needs in your life and different needs for insurance, you are more apt to want to talk to an agent or broker.
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