Business and Technology Trends: Commercial Lines

Report Summary

Business and Technology Trends: Commercial Lines

Martina Conlon
Head of Property and Casualty Insurance
Eric Weisburg
Senior Principal
Steven Kaye
Head of Knowledge Management

July 2020 - Commercial lines insurers are differentiating themselves with distribution management improvements, expansion into new geographies, and growing their underwriting appetites. Despite COVID-19, commercial lines insurers are raising rates, seeking growth through expanded jurisdictions and new products, and adopting analytics more broadly. Insurers want to drive down the cost of service, refine pricing and underwriting, and pursue growth. COVID-19 poses revenue and loss risk for certain lines of business, but insurers report limited changes to their businesses and technology strategies.

This report provides an overview of commercial lines insurer business and technology issues, data about the marketplace, and almost 20 examples of recent technology investments by commercial lines insurers.


  • Recent market and financial trends
  • Active insurer landscape
  • Technology issues, priorities, and examples by functional area
  • Top technology priorities for 2020 and beyond

Key Points and Findings

Commercial lines insurers continue to invest most heavily in distribution across digital, data, and core. Support for agents remains key to customer acquisition and retention, and direct sales capabilities will grow more important for small business products and program business.

Insurers are leveraging new data sources, especially in underwriting and claims. Insurers are obtaining data from drones, IoT, and telematics for automotive and commercial property lines in addition to data from external third-party data providers for all lines of business.

Commercial lines insurers are increasingly adopting AI and analytics. Insurers are using them in claims, customer service, and underwriting to improve claims outcomes, augment customer satisfaction, and optimize risk selection and pricing.

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