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Carriers Losing Agent Trust Over Poor Data and Delays - Insurance Claims News Article

Carriers Losing Agent Trust Over Poor Data and Delays

Tuesday, October 14th, 2025 Insurance Industry Risk Management Technology Underwriting

Insurance carriers are under fire from independent agents for failing to provide clear, timely data and effective communication—shortcomings that affect every layer of insurance operations, including claims adjustment.

According to the J.D. Power 2025 U.S. Independent Agent Satisfaction Study, more than 40% of agents say carriers do not meet basic expectations for support. Agents cite ambiguous risk appetites, sluggish underwriting decisions, and a lack of real-time visibility into submissions as key issues. These pain points contribute to policy mismatches and inefficiencies that often surface during the claims process, where unclear policy intent or poor documentation can complicate evaluation and settlement.

Agents also report feeling undervalued, which directly influences how much business they place with specific carriers. For claims adjusters, this could mean reduced volume from certain books of business and inconsistent policy portfolios. Carriers rated highest in satisfaction—Erie, Cincinnati, and Auto-Owners—are those investing in better systems and agent relationships. These same investments could streamline claims workflows by ensuring adjusters have access to clean, current data and well-aligned expectations.

The core message resonates beyond sales: clearer signals and better tools are not just nice-to-haves. They’re essential for operational efficiency across underwriting, policy servicing, and especially claims handling. If carriers want to retain both agent loyalty and consumer trust, these foundational issues must be addressed.


External References & Further Reading
https://www.liveinsurancenews.com/insurance-agents-clearer-signals/8566216/
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