2022 Best Practices Study

Technology

AGENCIES WITH REVENUES OF:

<$1.25M $1.25-$2.5M $2.5-$5M $5-$10M $10-$25M >$25M

Number of IT Employees

0.1

0.2

0.2

0.5

1.2

6.5

(includes regularly outsourced IT support staff) IT Payroll as % of Pro Forma Net Rev IT Expense as % of Pro Forma Net Rev

0.0% 3.5%

0.0% 3.0%

0.3% 2.6%

0.2% 2.6%

0.5% 2.7%

0.7% 2.5%

(excl. comp, hardware depreciation & software amortization) Top Agency Mgmt Systems Used in Home Office:

AMS360

13.3% 26.7%

30.0% 43.3%

34.4% 45.9%

31.5% 59.3%

23.3% 65.0%

22.2% 62.2% 15.6%

EPIC

Sagitta

8.3%

SIS - Partner XE

10.0%

6.7% 6.7%

TAM

8.2%

3.7% 3.7%

HawkSoft Nexsure

10.0%

1.6% 1.6%

1.7%

Xanatek - IMS

Other

10.0%

6.7%

1.9%

1.7%

Technology Utilization: Electronic Communications Used: Texting with Clients Use of Tablets/Smartphones Agency eSignature Solutions

80.6% 71.0% 90.3% 90.3% 83.9% 93.5%

70.0% 83.3% 93.3% 86.7% 76.7%

73.8% 73.8% 93.4% 72.1% 78.7% 90.2%

78.2% 90.9% 98.2% 69.1% 80.0% 96.4%

80.0% 90.0% 95.0% 73.3% 78.3% 93.3%

64.4% 88.9% 93.3% 71.1% 75.6% 95.6%

Carrier eSignature Solutions Activity Notifications from Carrier Paperless or e-documents ("eDocs")

100.0%

Marketing: Website

96.8% 83.9%

100.0%

96.7% 65.6%

96.4% 70.9%

98.3% 86.7%

97.8% 84.4%

Mobile Adaptable Website

80.0%

Social Media Facebook Twitter LinkedIn

80.6% 38.7% 48.4% 32.3% 32.3% 41.9% 93.5% 58.1% 90.3% 67.7% 29.0% 16.1% 48.4% 12.9%

93.3% 33.3% 73.3% 53.3% 40.0% 60.0% 96.7% 70.0% 86.7% 73.3% 26.7%

86.9% 34.4% 77.0% 37.7% 47.5% 49.2% 93.4% 78.7% 86.9% 67.2% 34.4%

90.9% 41.8% 87.3% 52.7% 61.8% 45.5% 98.2% 78.2% 94.5% 69.1% 23.6%

85.0% 61.7% 96.7% 55.0% 83.3% 83.3% 95.0% 85.0% 90.0% 65.0% 20.0%

80.0% 75.6% 91.1% 53.3% 64.4% 91.1% 97.8% 93.3% 95.6% 77.8% 26.7% 15.6% 44.4% 26.7% 82.2% 28.9% 44.4% 40.0% 75.6% 68.9% 17.8%

Instagram

Customer Portal

Digital Content - Blogs, Webinars Processing Technologies: Paperless or e-documents ("eDocs")

Secure/Encrypted email

Electronic Funds Transfer (EFT)

Online Application

Online Chat Assistance

Virtual Chat Agent (via machine learning) Mobile App (manage accounts) Integrated Leads Processing

0.0%

8.2%

9.1%

6.7%

46.7% 13.3%

39.3% 23.0%

43.6% 23.6%

48.3% 23.3%

Rating Technologies:

Use Comp Rater for PL Use Comp Rater for CL

45.2%

80.0% 26.7% 40.0% 33.3% 66.7% 66.7% 10.0%

70.5% 21.3% 47.5% 37.7% 62.3% 63.9%

67.3% 29.1% 40.0% 30.9% 56.4% 60.0%

78.3% 33.3% 50.0% 41.7% 71.7% 71.7% 15.0%

9.7%

Use 'Bridging' from within AMS (PL) Use 'Bridging' from within AMS (CL) Use Carrier Agent Portal for PL Use Carrier Agent Portal for CL Offer Consumer Rating via Website

32.3% 16.1% 61.3% 67.7%

9.7%

9.8%

5.5%

Cross Category Comparison

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