Intermediaries

Direct channels have had a significant impact on the insurance industry. They have enable insurers to reach customers more effectively and efficiently, offer more personalized and customized products and services, and reach new customer segments.

Captive and independent agents are quite similar. The differences that set them apart can mean comfort and success for some, while also meaning difficulties and problems for others.

Initiatives must be linked to the highest business value and customer impact at stake, with systematic follow-up in place to ensure that value is being realized incrementally.