Tech-savvy insurance agents and carriers were better equipped to navigate COVID-19

The pandemic forced insurance carriers to accelerate their plans to “go digital” to meet changing consumer needs and preferences. Nationwide’s latest Agency Forward research (formerly Agent Authority) shows efforts to digitize the insurance experience have been well-received as 45% of consumers say it increases their customer satisfaction to work with a carrier with strong digital capabilities and 9-in-10 agents say digital tools have enhanced their agency’s success. But despite increasing digital expectations, 90% of consumers still believe an agent plays a critical role to the customer experience.