Friction in the submission process is becoming a significant factor in where independent insurance agents place business, with 90% of agents surveyed reporting that they have reduced business with a carrier because of submission-related friction.
The findings come from Applied Systems’ 2026 Insurance Agency-Carrier Connectivity Trends survey, which included responses from independent agents nationwide.
“This year’s survey findings confirm that our technology investments are focused exactly where agents say the value lives: experiences that make working with carriers easier,” said Michael Streit, president, Applied Systems Carrier. “We continue to invest heavily in removing friction for agencies and carriers alike, and more carriers are getting on board every day.”
The following are some of the key findings.
Re-Keying Data Tops Agents’ Pain Points
Among surveyed agents, 74% identified rekeying risk data across multiple carrier portals as their “No. 1 workflow pain point.”
In comparison, commercial submission automation ranked as the capability agents most want from carriers, with 79% of respondents citing this as their “top want”. Real-time agency management system data upload followed at 61%, while 44% cited automated claims loss-run delivery.
Applied Systems said the results indicate that submission automation has become a major consideration in agents’ placement decisions.
Digital Experience Outranks Commission for 76% of Agents Surveyed
In one of the most surprising findings, 76% of agents surveyed said digital submission and policy servicing experiences matter more to them than commission. Easy quoting and submission were the most frequently cited digital experience outcomes, at 86%. Speed to bind and issue followed at 75%.
Commercial Lines Agencies Report More Re-Keying
The survey also found differences between commercial lines-heavy agencies and agencies focused on personal lines.
Commercial lines-heavy agencies reported re-keying data at a rate of 70%, compared with 62% among personal lines-focused agencies.
Commercial lines-heavy agencies also relied considerably more on email, at 49%, than on dedicated submission capture software, at 7%.
Survey Included Views of 702 Independent Agents
The 2026 Connectivity Survey was completed by 702 independent agents between April and May 2026.
Respondents voluntarily participated in an online survey covering digital connectivity preferences, workflow pain points and technology use. The report also incorporates nine years of trend data, Ivans Exchange platform data and executive advisory council interviews.
A full copy of the report can be accessed on the IVANS website here.
