“We’ve had a few interesting interviews with a number of agents about how they are using technology. You see varying degrees of success. A lot of them do feel like they are on their own. There is a great desire among agents to help support their customers—by getting access to policy administration systems, or being able to see the notes from claims adjusters to let [policyholders] know the status of their claim.

[Agents] feel like they have to handle some of this [technology] themselves, but you do see [carriers] that are very proactive. For instance, American Family has done a lot with their agents with social media. They’ve built Facebook pages for them and offer a social media toolkit for the agents to engage with their customers.

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