To attract, retain and profitably serve consumers, personal lines insurers are increasing their investment in portals, business intelligence and core systems upgrades or replacements, according to “Business and Technology Trends: Personal Lines,” a report from Novarica. Mobile apps and websites also are increasingly viewed as “table stakes,” Novarica said.

Agent and customer portals offer crucial elements of customer service, and business intelligence and analytics are viewed as important competitive capabilities. Core systems investments continue to be critical in improving speed to market and product flexibility, Novarica said.

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