Key findings: The 2026 client experience at-a-glance

The good news: Most policyholders are happy with their agent. They also value a relationship-driven experience grounded in human guidance:

85%
of policyholders prefer an agent-assisted search when shopping for insurance.
Nearly 90%
want agent involvement when managing their policy, either exclusively or paired with digital tools

At the same time, policyholders expect fast responses, easier access to information, and more proactive communication from their agent

83%
expect a response within one business day— and more than a third expect one in an hour or less
Only 21%
receive proactive outreach from their agent.
More than half
want online or mobile access to their account details.

See all insights from our report

Clients want human guidance + digital convenience

Today’s policyholders expect an experience that is personal, modern, and easy to navigate.

They want the expertise of an independent agent—and they also want digital access that makes managing insurance simpler.

What technology is most important to you as a policyholder?

Being able to access my policy, insurance card, and claims information online would make managing my coverage much easier.

Driving client retention

Price is the top reason policyholders choose or switch agents, but it’s not the only one. Our survey shows that service quality, personalization, and expertise are powerful differentiators for agents.

I would love a feature that gives proactive reminders and personalized tips for optimizing my coverage.

Our survey shows that agents who combine great service and a modern, connected experience are better positioned to build long-term loyalty.

Three tech solutions to boost retention

Comparative raters	Data insights	Advanced communications
Rate hikes mean clients are more likely to shop around. Raters can you quickly find clients the right coverage at the best price.	Spot trouble spots in time to take action. These tools surface retention trends and at-risk clients.	Share your expertise at scale. These tools help you educate clients about market factors and risks—exactly the service clients want.

Transparency and trust in the AI era

Policyholders have mixed feelings about AI: 85% say it’s important to know when AI is being used, especially if it impacts cost or speed.

The takeaway is clear: It’s critical to share how AI is enhancing (not replacing) your expertise. Talk about the value and purpose of your AI use to strengthen trust and reassure clients that you are still at the center of their service.