Rate actions have stabilized results for many personal lines carriers, but the emphasis has shifted to growth and retention. LexisNexis Risk Solutions found 47.3% of in-force policies had been shopped at least once in the prior 12 months at the end of Q1, the highest rate recorded since 2020. Carriers are introducing new products that promise lower premiums and a better customer experience. Carriers should pursue comprehensive core modernization, including data quality initiatives and architecting for AI. That means developing proactive hazard and peril identification and real-time exposure management to prevent or mitigate claims losses, adopting AI-specific FinOps solutions to manage token costs before they become a budget problem, and planning Model Context Protocol orchestration and agent governance to get the most from agentic AI. To address knowledge loss from retiring and departing employees while building capability in new hires, carriers should invest in decision-capture and knowledge-management technologies, commit to upskilling at every level, embrace returning employees, and recruit beyond the insurance industry. On payments, RTP and FedNow are the clear strategic direction for outbound disbursements; carriers moving in that direction also reduce exposure to credit card processing fees.
This report provides an overview of North American personal lines insurance business and technology trends for carriers. It draws from the expertise of Datos Insights’ staff, conversations with Datos Insights’ clients and Insurance Technology Executive Council members, and a review of secondary published sources.
Clients of Datos Property & Casualty service can download this report.
This report mentions Admiral Group, AIPSO, Alberta Motor Association Insurance Company, Allianz Re, Allianz X, Allstate, American Integrity Insurance Company, Amica Mutual Group, Apple, Bamboo Insurance, Beneva, Cambridge Mobile Telematics, Chrp, Citizens Property Insurance Corporation, Claritas, COUNTRY Financial, Cover Genius, CVC Capital Partners, Definity Financial Corporation, Duck Creek Technologies, Erie Insurance Group, Farmers Insurance, Federated Insurance Companies, Florida Peninsula Insurance Company, GEICO (Berkshire Hathaway), Google, Gore Mutual, The Grange Mutual Casualty Insurance Group, Guidewire, Heritage Insurance, Hippo, Hub, Indigo Insurance, Insuritas, J.C. Flowers & Company, Lemonade, LexisNexis Risk Solutions, Liberty Mutual, Manatee Insurance Exchange, Mangrove Property Insurance Company, Mapfre U.S.A. Corporation, Massachusetts Property Insurance Underwriting Association, Mercury Insurance, Mountain West Farm Bureau, Nationwide, Notion, NYCM Insurance Group, One Alliance North America Insurance Company, One Inc., Openly, PayPal, Penn National Insurance, Polly, Preferred Mutual Insurance Company, PricewaterhouseCoopers, Progressive Insurance, PURE Insurance, Roost, Safeco, Shelter Mutual Insurance Companies, Slide Insurance Company, Southern Oak Insurance Company Safety Insurance Group, State Farm, Tesla Insurance, Travelers, Unica, Virginia Farm Bureau Mutual Insurance Company, White Mountains
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