Ivans Report Highlights Agency Priorities in Commercial Lines Insurance for 2025

The Ivans 2025 Agency-Carrier Connectivity Trends report identifies superior product offerings as the top priority for insurance agencies when placing business with carriers and managing general agents. Agencies emphasize products that provide comprehensive coverage, flexibility, competitive pricing, and consistent claims handling, particularly for complex risks such as high-value property and professional liability. This focus reflects a demand for differentiated commercial lines solutions amid evolving industry challenges including cyber and specialty risks. Customer service ranks as the second most critical factor, with agencies requiring carriers to deliver responsive, solution-focused support. Efficient customer service streamlines claims handling, reduces operational hurdles, and enhances client retention—key considerations given increasing claims severity and heightened regulatory scrutiny. Technology investments are the third major priority. Digital tools enabling real-time quoting, integrated claims management, and seamless workflow integration enhance agency efficiency by automating administrative tasks, reducing errors, and allowing staff to concentrate on risk assessment and client advisory roles. The report highlights a growing emphasis on automation within commercial lines submissions, particularly the provision of real-time risk appetite and eligibility data. Agencies also value the capability to upload policy and claims data directly from agency management systems and receive digital loss runs. These functions improve underwriting precision and responsiveness, critical for meeting specialized coverage demands, quick turnaround expectations, and compliance with evolving state and federal regulations. Despite advances, commercial lines workflows are still hindered by manual processes, siloed systems, and inconsistent communication between agencies and carriers. The report suggests that addressing these inefficiencies through AI-driven automation, enhanced document delivery, and transparent guidance on carrier appetite can accelerate policy placement, reduce decline rates, and strengthen agency-carrier relationships. Ivans concludes that carriers integrating robust products, dependable service, and advanced technology capabilities are best positioned as vital partners for agencies. Enhanced connectivity, expedited submissions, and integrated claims handling empower agencies to operate more efficiently, broaden client offerings, and effectively manage the complexities of a market influenced by rising claims frequency, complex risks, and regulatory demands.