SWOT Analysis in the Post-Pandemic Era: What It Means for Commercial Lines Agents
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By Jessica Keefe, SVP, Head of Operations
The COVID-19 pandemic changed how the insurance world operates in nearly every way, and commercial lines agents have felt those changes the most. From remote work to new digital quoting tools, the post-pandemic market presents both new opportunities and ongoing challenges. Using the classic SWOT framework (Strengths, Weaknesses, Opportunities, Threats), you can better understand where the industry stands today and how to position your agency for long-term success.
Optimizing for the future means staying connected, embracing innovation, and positioning yourself as both a trusted advisor and a forward-thinking partner [...]
Strengths: What Sets Commercial Agents Apart
Strong Client Relationships
Through the uncertainty of COVID and beyond, one thing stayed the same: agents stood by their clients. You helped businesses navigate policy changes, understand coverage details, and stay insured during unpredictable times. That level of service and trust is still your biggest advantage.
Adaptability
When the world shifted to remote work, commercial agents had to adjust quickly using video meetings, esignatures, and digital workflows to keep business moving. Those same tools now help you respond faster and manage accounts more efficiently across multiple lines of business.
Industry Expertise
Your deep understanding of specific industries like construction, manufacturing, or hospitality has never been more valuable. Clients depend on that insight to manage changing risks and find the right coverage solutions.
Weaknesses: Where Agencies Can Improve
Technology Gaps
Some agencies are still struggling to fully modernize. Outdated systems, manual quoting, and disconnected databases can slow down service. Clients expect smooth, digital experiences now, and agencies that lag behind may lose them to faster competitors.
Staffing Challenges
The entire industry continues to face staffing shortages and increased demand. Delays in responses or policy servicing can hurt client relationships, especially in high-touch commercial lines.
Legacy Processes
Paper files, manual renewals, and unintegrated systems are no longer efficient. Agencies that continue to rely on these old methods risk falling behind in both speed and client satisfaction.
Opportunities: How Agents Can Grow
Digital Engagement
Your clients are used to online communication and digital transactions. Offering self-service portals, online COI requests, and fast digital quotes can strengthen client loyalty and attract new business.
New Coverage Demands
The pandemic reshaped the commercial risk landscape. More businesses now need coverage for supply chain issues, business interruption, and cyber threats. Agents who understand these new exposures can cross-sell and expand their books.
Partnerships with Technology Providers
Teaming up with insurtech platforms and automation tools can improve efficiency and client service. Datadriven quoting and marketing automation can help agencies stay competitive and provide more value to both carriers and clients.
Threats: Challenges to Watch
Economic Uncertainty
Inflation, rate fluctuations, and stricter underwriting continue to affect pricing and renewals. Agents should help clients find balance between cost and coverage while staying informed about market changes.
Emerging Risks
Cyber attacks, climate events, and new liability exposures are changing the commercial insurance landscape. Staying proactive and educating clients about these risks builds trust and keeps your agency relevant.
Growing Insurtech Competition
New digital platforms are changing how customers buy insurance. Traditional agents can stay ahead by combining personal expertise with modern technology, offering a service experience that digital-only providers can’t match.
Using the classic SWOT framework (Strengths, Weaknesses, Opportunities, Threats), you can better understand where the industry stands today and how to position your agency for long-term success.
Conclusion
The post-pandemic era is not just about recovery but about redefining how commercial insurance agencies operate. Your relationships, knowledge, and adaptability remain your strongest assets. By combining these strengths with modern technology and proactive service, you can continue to grow your agency and meet the evolving needs of commercial clients.
Optimizing for the future means staying connected, embracing innovation, and positioning yourself as both a trusted advisor and a forward-thinking partner in an ever-changing industry.
Jessica Keefe is Senior Vice President and Head of Operations of Builders & Tradesmen's Insurance Services, Inc., an Amynta Group Company.
Builders & Tradesmen’s Insurance Services Inc.
BTIS is committed to providing robust, individualized products and the highest level of service. Our easy-to-use commercial insurance platform, educational tools, and helpful underwriters make it simple for producers to diversify their books of business by expanding their product portfolios.
Part of the Amynta Group, BTIS is a nationwide insurance intermediary with a small-business attitude. We believe in building solid relationships through communication and a genuine concern for the success of our retail broker clients and the policyholders they serve.
For additional information, visit www.btisinc.com or call (877) 649-6682
