2025 Best Practices Study Summary

TECHNOLOGY UTILIZATION

AGENCIES WITH REVENUES OF:

<$1.25M $1.25-2.5M $2.5-5M $5-10M $10-25M $25-100M >$100M

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

86.7% 66.7% 93.3% 93.3% 80.0% 93.3% 20.0% 13.3%

85.2% 70.4% 92.6% 81.5% 70.4%

69.0% 69.0% 93.1% 82.8% 82.8% 96.6% 37.9%

81.3% 81.3% 97.9% 70.8% 77.1% 97.9% 27.1%

80.0% 76.4% 94.5% 78.2% 70.9% 94.5% 25.5%

77.8% 77.8% 97.2% 61.1% 69.4%

61.5% 76.9% 92.3% 46.2% 61.5% 92.3%

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

100.0%

100.0%

Online chat assistance

33.3%

25.0% 11.1%

7.7% 7.7%

Virtual Chat Agent (via machine learning)

7.4%

3.4%

4.2%

5.5%

Marketing:

Website

100.0%

100.0%

96.6% 65.5%

95.8% 72.9%

98.2% 70.9%

97.2% 77.8%

92.3% 92.3%

Mobile Adaptable Website

66.7%

74.1%

Social Media Facebook

66.7% 20.0% 40.0% 33.3% 53.3% 33.3%

92.6% 18.5% 77.8% 59.3% 22.2% 55.6%

89.7% 13.8% 72.4% 34.5% 51.7% 41.4%

81.3% 29.2% 77.1% 56.3% 45.8% 43.8%

81.8% 36.4% 94.5% 58.2% 81.8% 76.4%

69.4% 44.4% 94.4% 52.8% 72.2% 69.4%

69.2% 46.2% 92.3% 61.5% 84.6% 84.6% 84.6% 46.2% 92.3% 92.3% 61.5% 53.8% 30.8% 69.2% 30.8% 38.5% 38.5% 69.2% 69.2% 15.4%

"X" (formerly Twitter)

LinkedIn Instagram

Customer Portal

Digital Content - Blogs, Webinars

Processing Technologies:

Paperless or e-documents ("eDocs") Machine Learning / AI Policy Checking

93.3%

85.2%

96.6%

93.8%

94.5%

100.0%

20.0% -

6.9%

4.2%

7.3%

22.2% 97.2% 86.1% 83.3% 47.2% 22.2% 69.4% 25.0% 52.8% 36.1% 66.7% 63.9%

Secure/Encrypted email

66.7% 86.7% 86.7% 33.3% 26.7% 46.7% 26.7% 40.0% 13.3% 60.0% 60.0% 26.7%

59.3% 81.5% 51.9% 29.6% 11.1%

86.2% 79.3% 75.9% 37.9% 13.8% 79.3% 31.0% 55.2% 44.8% 58.6% 62.1% 13.8%

91.7% 87.5% 66.7% 41.7% 20.8% 68.8% 29.2% 39.6% 27.1% 52.1% 54.2% 10.4%

85.5% 90.9% 80.0% 45.5% 25.5% 67.3% 32.7% 29.1% 23.6% 60.0% 60.0% 10.9%

Electronic Funds Transfer (EFT)

Online Application

Mobile App (manage accounts) Integrated Leads Processing

Rating Technologies:

Use Comp Rater for PL Use Comp Rater for CL

74.1%

7.4%

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

48.1% 25.9% 66.7% 70.4% 14.8%

2.8%

Cross Category Comparison

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