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The insurance agency of the future: Building a digital service model

For leading insurance carriers to keep up with customers and competitors, they must prioritize digital transformation—and they can begin by implementing technologies in four areas.

A number of changes in the insurance ecosystem, from customers to costs to competition, are pushing insurance agencies toward a digital service model.

But how should insurance carriers make this shift? Future leading agencies will integrate digital capabilities in four ways to achieve countless benefits, including improved customer experience, increased productivity, and lower costs.

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About the author(s)

João Bueno is a partner in McKinsey's São Paulo office, Matthias Holland-Cunz is an associate partner in the Düsseldorf office, Bernhard Kotanko is a senior partner in the Hong Kong office, Pradip Patiath is a senior partner in the Chicago office, David Schiff is a partner in the New York office, and Shannon Varney is an associate partner in the Boston office.

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