I think customers increasingly expect online price comparisons, digital applications, and self-service servicing. However, many insurance companies require an agent. What needs to change for legacy life and P&C insurance companies with large captive agent forces to offer online digital distribution across all products? Is the barrier regulation, legacy compensation structures, or cultural resistance to channel conflict?

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I actually think that people should have to work with agents. In my experience, unless the person actually knows about insurance, coverages, etc. they tend to choose the cheapest thing possible with the highest deductible and lowest limits. Then, they encounter me and boom they didn't know blah blah blah. Yes they can google or look things up online, but we all know they do not and will not. While the online option is easy for access, it should not be relied upon.

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Hi! I’m a reporter interested in hearing about insurance employees’ experiences and perspectives. If you’re interested in talking off the record, would you DM me?

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