It's no surprise that insurers have consistently put ease of doing business for agents at the top of their priority list. Creating better and more interactive agent portals has been a focus of the industry's technological enhancement for the last decade. If there have been some recent reductions in budgets devoted to agent portals for insurers, it's only because most have spent years building out solutions and in some cases have moved into a maintenance mode. This is a sure sign that a technology has saturated the industry and become an accepted necessity to doing business.
At the same time, policyholder portals have lagged behind. Except for large direct-channel dedicated personal lines insurers where policyholder toolsets are part of the core strategy, most insurers have put very little time and effort into them. Instead, these insurers have looked to the agent channel to manage those relationships, being both unwilling to disrupt the existing business model and unsure of the value.
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