Forging a better customer experience must be high on the list of priorities for today's insurance carriers. (Photo: Shutterstock) Forging a better customer experience must be high on the list of priorities for today’s insurance carriers. (Photo: Shutterstock)

Thirty-two years ago, when I was an entry-level customer service representative at Marshall & Sterling, I never dreamed of being a chief information officer in an insurance world that ran on technology. Back then, all the work was done by hand: Telephone messages were written on pink paper pads; customer claims were submitted to carriers by mail, and clients had to wait for claim checks to be delivered by their local post office.

Today, it’s a whole new world in the independent agent (IA) system of carriers, agents, brokers, and technology and service providers. It has been decades in the making, and as a distribution channel, IAs are on the verge of capitalizing on these blossoming industry opportunities. The time is right to digitize insurance processes for speed and simplicity.

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