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Nathan Golia
Nathan Golia
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10 Burning Questions from 2012: What Happened?

A year ago I&T identified several tough questions we predicted the insurance technology industry would have to confront in 2012. What happened and how much clarity did we get?
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10. How Can the Agent Experience Be Improved?

What we saw in 2011: “Agents can be blamed for a poor experience caused by the insurance carrier -- which doesn't help anyone.”

What happened in 2012? Agents got a lot of new toys from their insurer partners in 2012, including iPad apps and social media assistance, to help modernize the career and bring it more in line with consumers' expectations of how they want to interact with salespeople. But perhaps the most enduring sign of insurers' commitment to their agents this year was the formation of the ID Federation, an insurer/vendor/agency partnership that aims to corral the problem of proliferating passwords by introducing a single sign-on standard.

Progressive's Jim DeVito wrote in an op-ed for Insurance & Technology this year that the federation will "benefit independent agents by moving them from the sticky note nightmare of managing multiple password protocols to a simple, secure logon, no matter which carriers or vendor solution they use."

Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk ... View Full Bio

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Melanie Rodier
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Melanie Rodier,
User Rank: Apprentice
12/21/2012 | 4:19:12 PM
re: 10 Burning Questions from 2012: What Happened?
Interesting that insurers don't want to be seen as 'snooping' with regards to social media. There is probably a difference in how users view interaction with an insurer via twitter or facebook, plus there are forms of interaction such as gaming that can definitely be more 'fun' and less intrusive than others.
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