Young Agent Insights: Insurer SLAs, Return to Office, Talent, and CX

Report Summary

Young Agent Insights: Insurer SLAs, Return to Office, Talent, and CX

Most agency operations appear to have returned to pre-pandemic conditions, with a few important modifications.

Paul Legutko
Director, Customer Experience Practice

June 1, 2022Insurers’ lack of formal service-level agreements with carriers and the general expectation of a 24-hour response time will increasingly affect policyholder and agent experiences. Policyholder experience is more important now than before the pandemic, and agent training and online reviews are often the principal means of improving those experiences. 

This Impact Brief summarizes the results of Aite-Novarica Group’s short survey of 29 independent agents from its 400 Under 40 community in March and April 2022. Survey topics include insurer SLAs, return-to-office strategy, talent and recruitment, and customer experience.

Clients of Aite-Novarica Group’s Life, Annuities, & Benefits, Property & Casualty, or Customer Experience service can download this 12-page Impact Brief. To learn more about the topic covered in this Impact Brief, please contact us at [email protected].

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