Simplifying and streamlining small business insurance processes, incorporating customized service options, and 24/7 platform access are crucial in meeting rising customer expectations.

1. SMALL BUSINESS
INSURANCE
MODERNIZATION
A Journey - Not A Destination
Created by John Kerr

2. THE MOST DISRUPTIVE FORCE IN
THE INDUSTRY
Customer needs are front and center at all touchpoints in the marriage of tech and human-centered design

3. Modernization must be agile
to capture and retain
customer loyalty in a
landscape where shifting
customer profiles and service
expectations move more
swiftly than any time in
history.
AGILE MINDSET

4. SBI MODERNIZATION
Driving Customer Experience
Removing Friction Points
Expanding Options for Distribution
Simplifying Small Business Application Process
Incorporating Customized Service Options
Developing 3rd Party and InsurTech Partnerships

5. REGULATORY AND
COMPLIANCE
Policy transparency
Customer-driven modifications
Risk evolution
Risk management
Controls and monitoring
Legal and compliance

6. –Jim Eckenrode, Managing Director of the Deloitte Center for Financial Services
“…it’s important for insurers to find out what makes people
happy with their lives and engage them as trusted advisors.”
CUSTOMER - DRIVEN
FOCUS

7. PRE-COVID:
40% of small business in the US =
of those who did 70% = under ins
US SMALL BUSINESS ADMINISTRATION/CENSUS BUREAU
SBI COVERAGE

8. THE DRIVERS

9. THE PATH

10. SBI BY THE NUMBERS
Millennials and Gen-X Forecast at 60% of SBI Market by end of 2020*

11. THE FUEL

12. THE JOURNEY CONTINUES