The current environment of quick digital communications may leave some clients feeling detached and looking for a personal connection.

The bulk of the money from BPs record settlement will go to the five states along the Gulf of Mexico whose shores were blackened in the 2010 oil spill.

The most valuable digital capability is effective carrier integration that is focused on web-based service and quoting. Other factors driving carrier selection include claims process quality and speed, underwriting appetite and pricing consistency.