01. For Many Insurers, the Shutdowns Accelerated Needed Transformation

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As the impact of Covid affected insurers' ability to transact in traditional manners, many carriers increased their attention and investment to better communicating and transacting in the connected world.

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05. The Digital Bar Has Been Raised and Will Stay Raised

Faster and easier ways to transact with insurers will not fade away with the easing of restrictions. Instead, insureds and prospects will expect the even faster, more convenient transaction and service capabilities from their insurers.

10. Don't Overwork the Small-Business Insured

Expanding access to data means insurers are better positioned to identify and transact with smaller business organizations, including by smoothing the application process and requiring fewer data elements directly from customers and applications.

09. Innovating in Commercial Insurance Means Identifying, Understanding Customer Needs

Insurers seeking to develop new products and solutions need to keep the end customer in mind, and be content to develop new capabilities in steps that can be deployed and tested, rather than aiming too early for complete solutions.

08. Commercial Distribution Is Moving Closer to the Front Lines

New developments in commercial insurance distribution are coming as non-insurers incorporate coverage into their range of products and services. The challenge for insurers is to remain part of the customer's ecosystem.