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Independent insurance agents want what every consumer wants these days—one stop shopping. When agents have issues, they don’t want to call 10 different people in the carrier’s organization to get the issue resolved, explains Mike Fitzgerald, senior analyst in the insurance practice for Celent.

“Carriers need to make sure the people in their organization answer questions quickly, effectively, and efficiently,” he says. “A lot of carriers are still working in the dark ages on producer management side.”

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