JD Power’s Martin: Agents Say Insurers Still Miss the Mark on Communication, Flexibility

Dave Sterner, senior vice president, research & development, ACORD, said top-performing specialty insurers excel through data-driven decision-making, strong distribution partnerships and incremental innovation.

Craig Martin, executive director, insurance intelligence, J.D. Power, discusses findings from a 2025 Independent Agent Satisfaction Study showing despite an improving market, many agents feel underserved by carriers, citing poor communication, unclear risk appetites and a lack of partnership.

In the latest edition of his book “Inside the Insurance Industry,” Risk and Insurance Services Consulting President Kevin Glaser discusses how data, AI and shifting risks are transforming insurance and reshaping how insurers serve customers.

Brendan Zyvoloski, manager of P&C content and Jamie Nelson, senior director, both of Zywave, discuss findings from the 2025 Broker Services Survey, highlighting how brokers must move beyond transactions to become trusted advisers through proactive communication, tailored risk management, and data-driven client support.

Ben Tucker, CEO, Munich Re Specialty Global Markets in North America, discusses expanding marine and cyber business lines, the evolving underwriting landscape, and how emerging technologies like AI are reshaping risk and opportunity.

Stephen Buonpane, president, Everest Evolution, explains that innovation, AI adoption and talent development are critical for excess & surplus insurers seeking to thrive amid social inflation, complex risks and rapid market change.

Matthew Berninger, principal cyber analyst at Marsh McLennan’s Cyber Risk Intelligence Center, explains how regular incident-response exercises and robust control implementation strengthen recovery from cyberattacks and correlate with fewer and less severe breach-related claims.

Reena Batra, vice president, data science, LexisNexis Risk Solutions, explains how falling rates, regional dynamics and direct digital channels are fueling a sharp rise in U.S. auto insurance shopping, with retention challenges pushing insurers to adopt more data-driven, customer-focused strategies.

Stefan Heck, founder and CEO, Nauto, explains how AI driver monitoring and predictive safety tools are helping fleets cut collisions, protect against multimillion-dollar verdicts and ease mounting insurance and labor pressures in the commercial trucking sector.

Brian Jorgensen, CEO of MetLife’s pet insurance business, details the growth of that business line and how its mobile app can help with pet care including, veterinary telehealth.