"Change is very difficult and ultimately commercial lines download comes down to individuals changing. It's not the slam dunk it would appear to be.
Secondly, when you talk about technology, it's a carrier's ability to really understand not only in transactional detail but in personal detail what it is the agents are going through when they are trying to do a policy. Too often, the people that are designing and building systems haven't really spent time sitting in an agent's chair.
The agents don't care about the tools. They care about getting the work done. In research we've done with agents, we see out of 11 factors technology is actually rated fifth or sixth in importance.
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