Insurance buyers are changing. They are being conditioned by the internet to expect that they can interact with insurers in any manner they choose. They expect to be able to buy direct online, to call the insurer directly, to work with agents, and to access insurance at the same time that they purchase products. They have more insurance literacy than ever before, and they expect transparency and control over the buying process.

These changing expectations mean that carriers are forced to assess and address new channels while finding ways of preserving their franchise value and preserving existing channels. And so, distribution channels are exploding. Insurers are expanding channels, adding distributors, moving into new territories and growing their existing channel in order to improve customer acquisition and retention. I’ve just published a new report – the first of a series of three focused on Reinventing Distribution. This one looks at the explosion of shifting channels with an eye toward the emerging trends that are occurring in this area, and my predictions for the future.