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Driving Growth by Optimizing the Health Agent Experience

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26 February 2017
Tom Scales

Abstract

Agents support digital investment by insurers.

Celent has released a new report titled Driving Growth by Optimizing the Health Agent Experience. The report was written by Tom Scales, a Research Director with Celent's Insurance practice.

Carriers all want to know where they should invest in technology and functionality to drive agent production. Celent surveyed agents to find out what matters most to them, what causes them to choose one carrier over another, and where carriers should invest in order to get a larger share of the agent’s book of business. This is a companion report to a one published earlier in the year. This report focuses on the health business.

This report shows that agents want strong products and outstanding service. They see the need for investment across the technological and digital arena.

Agents want good service for their customers, class-leading products, and improved technology. The agents rate their insurers highly across the board, with some areas for improvement. Overall, the agents want access to more transactions online.

“Agents want competitive, marketable products, both from the perspective of price and compensation,” said Scales. “They also want the insurers to offer excellent service to their customers, which is encouraging.”

“It is encouraging to see the support the agents give to insurers’ investments in technology. They strongly support an improved digital experience for sales and service,” he added.

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