This "has some overlap with other areas, especially digital, but were called out as a separate category when the respondent specifically mentioned introducing a new capability rather than enhancing or replacing an existing capability," Novarica says. It includes everything from "new agent portals (cited by many of the life insurer respondents), new direct channels (large P/C insurer), and introducing pre-fill for personal auto and home policies (midsize P/C insurer)," the company continues.