FRIDAY, JUNE 6, 2014
For over 160 years, The Hanover Insurance Group has provided products and services exclusively through independent agents and brokers. As part of
our commitment to the IA channel, we recently commissioned a survey with InsightExpress to determine if consumers who had purchased insurance
through a direct channel 10 or more years ago were eventually switching back to an independent agent, and why they were doing so.
The study found that nearly 60 percent of consumers had left direct carriers and returned to independent agents, overwhelmingly because they wanted
Insights from this study showed that for over 80 percent of respondents, the top three drivers for why they wanted to work with an independent agent
1. Having one point of contact to handle insurance needs or questions
2. Having someone guide them through various options
3. Cost efficiencies (account credits and consolidated billing)
This study underscores that most consumers realize and appreciate the value independent agents bring. For us, it validates why we deliver our products
exclusively through the IA channel, which unmistakably is the value creating channel.