April 25, 2023 – Technological and demographic factors are moving the insurance industry toward greater support for and adoption of self-service capabilities. Traditionally, intermediated lines such as standard commercial, specialty, and annuities see fewer self-service capabilities than commoditized lines such as personal, auto, and homeowners’ insurance. This is beginning to change, with agent capabilities more and more the norm for all lines.
This Impact Report provides an overview of self-service transactions in insurance and tracks utilization rates for agent, policyholder, and digital premium payment transactions for seven major insurance lines of business. This report is based on a survey of and conversations with 57 insurer CIO members of the Aite-Novarica Group Insurance Technology Research Council conducted in the first quarter of 2023.
Clients of Aite-Novarica Group’s Life, Annuities, & Benefits and Property & Casualty services can download this report.
About the Author

Harry Huberty
Harry Huberty is the Research Director for the Insurance Practice at Datos Insights, where he manages the Research Council, a moderated knowledge-sharing community of over 400 insurer senior executives. He also leads Datos Insights’s research on automotive telematics in personal and commercial lines. He holds an MTS in Religious Studies from Harvard Divinity School and a B.A. in Religion from...
Other Authors

Martina Conlon
Martina Conlon is Head of Property and Casualty Insurance at Datos Insights. She has expertise in IT strategy, best practices, organizational approaches, and technology architecture, and is the primary researcher and author of market-leading reports on agent portals, core systems, business intelligence, and technology strategy. Martina has led dozens of vendor selection efforts, insurer peer benchmarking, IT organizational assessments, and enterprise architecture...