Brand Management & Sales
Don’t Forget the Front Line: Why Insurers Need to Research the Agent Experience
In the rush to improve customer experience, many insurers have overlooked a critical group of stakeholders: the independent brokers and agents who sell their products ...
Marsh McLennan and Businesses to Unify Under ‘Marsh’ Brand; New Unit Created
Marsh McLennan announced it will change its brand to "Marsh," effective January 2026, and it has created a new unit, Business and Client Services (BCS), which aims to accelerate innovation and ...
APCIA Chair Robusto: Industry Must Fight False Narratives, Improve Public Trust
The property/casualty insurance industry faces an urgent challenge to rebuild public trust amid growing public skepticism fueled by false narratives, according to ...
AI Lets Call Center Agents Focus on Customers
Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes ...
$100B-Plus and Growing: Aon Reports on MGA Market
Aon published a report on the MGA market this week, estimating $109.2 billion in direct premiums written by MGAs in 2024, identifying State National as the biggest MGA-dedicated carrier and ...
Small Biz Customers Rank Erie, Cincy, PHLY Top Insurers; Industry Scores Flat
According to the latest J.D. Power survey of small business insurance customers, overall satisfaction levels are about even with last year, but a lower percentage say they will definitely stay with ...
Fewer Insureds Shopping, More Switching, Says JD Power
Shopping slowed, but switching endures. That's according to a recent report from J.D. Power, assessing insureds' shopping habits for auto, home and renters insurance in Q2 2025. Overall shopping ...
MGAs by the Numbers: Fronting Biz, Non-Affiliated MGAs Drive Growth
Direct premiums written by U.S. managing general agents jumped to over $114 billion in 2024, according to the latest installment of an annual research series on the MGA market. The report titled ...