For decades, personal lines insurance has taken a repair-and-replace approach to our business. As president of Nationwide’s Personal Lines, I’ve seen the impact this approach has on our customers and our industry. To truly meet customer needs, it’s time to shake up that approach and embrace a predict-and-prevent mindset.

In my new white paper, I identify five different factors that are pushing the industry to prioritize a predict-and-prevent mindset and highlight the critical role agents play in helping their customers embrace it.

Factor 1: Economic and environmental pressures are reshaping insurance.

Across the country, families are feeling the squeeze. Inflation, rising interest rates and severe weather events are driving up the cost of essentials—and insurance is no exception.

Home and auto coverage is getting more costly, and insurers are being more selective on who they insure, especially in high-risk areas. As insurers, we must recognize that these pressures are reshaping the landscape.

The message is clear: Our industry must evolve. We need to move beyond reactive models and embrace proactive strategies that help customers prepare, protect and prevent loss before it happens.

Factor 2: Consumer behavior is shifting toward delay and distrust.

Today’s consumers are cautious. Some delay home repairs, avoid maintenance and view insurance as a necessary evil—only useful when disaster strikes.

Years of price-focused messaging have trained customers to shop for the lowest rate, not the best protection. This behavior is rooted in how we’ve communicated value. That mindset has eroded trust and weakened relationships.

It’s time to rebuild. By shifting the conversation from price to value, and from reaction to prevention, we can restore confidence and help customers see insurance as a proactive partner in their lives.

Factor 3: The current model is unsustainable.

The traditional repair-and-replace model is breaking down. Claims are rising in frequency and severity; premiums are climbing; and trust is fading.

Agents, carriers and customers are all feeling the strain. We’re stuck in a cycle that’s no longer sustainable—and it’s costing us more than just money.

The solution? A shift in mindset. We must move from being payers after the fact to partners in prevention. That’s how we build a stronger, more resilient insurance ecosystem.

Factor 4: Technology and collaboration drive resilience.

Resilience isn’t built in isolation—it’s a team effort. From smart home sensors to usage-based auto programs, technology is giving customers more control over protecting their possessions.

But a predict-and-prevent mindset doesn’t end with installing new gadgets. Collaboration between agents, carriers, regulators and tech partners is key to promoting safer choices and stronger communities.

Related articles: Bringing Positive Vibes Back to Personal Lines Insurance; Nationwide Insurance: Using a Decade of Learnings to Create Next-Generation Telematics Solutions

When we align around a predict-and-prevent mindset, we don’t just reduce risk—we build loyalty, trust and long-term value for customers and agents.

Factor 5: A predict-and-prevent mindset is the path forward.

Imagine a future where insurance isn’t just about recovery—it’s about prevention. That’s the power of the predict-and-prevent mindset.

By helping customers identify risks early and act before damage occurs, we reduce claims, lower costs and build trust while at the same time, we give them peace of mind in knowing that their possessions are better protected.

Smart technology, telematics and proactive guidance are key tools. But the real shift is in how we think: from reactive to proactive, from payouts to protection. This is the future of personal lines.

A Call to Action for Agents and Carriers

Agents are more than policy providers—they’re trusted advisors. Today, our customers need confidence as well as coverage.

By shifting our conversations from price to prevention, agents help customers see insurance as a proactive tool—not just a safety net.

Agents, guide your customers toward smart home tech, usage-based auto programs and regular maintenance. Advocate for safer choices and educate them on how small actions today can prevent big losses tomorrow.

Carriers, our role in guiding the shift is clear as well. We need to change how we compete—prioritizing prevention over rates to keep customers safe. Sharing best practices across the industry raises awareness and resilience. In addition, when we continue to invest in partnerships and innovations that reduce loss, we will lead the way forward.

When we lead with value, not just cost, we build trust, loyalty and long-term resilience. The predict-and-prevent mindset starts with us—and our customers are ready for it.

Together, we can transform our approach to insurance and provide the level of protection and peace of mind that our customers deserve.