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AUGIE Survey results highlight where agency technology is falling short

Independent agencies have never had more technology available to them. Agency management systems are more sophisticated. Carriers continue to invest in digital capabilities. New tools powered by artificial intelligence promise to automate routine tasks and improve efficiency.

Yet according to a recent survey from AUGIE among more than 1,000 agents, carriers and solution providers, many agencies still spend a surprising amount of time doing something they thought technology would have eliminated years ago: re-entering data, switching between systems, and working around workflow gaps.  The survey shows that the industry’s biggest technology problem isn’t a lack of innovation, but a lack of integration. And agencies are paying the price in lost productivity, slower response times, and staff frustration.

The Hidden Cost of Disconnected Systems

When agents were asked which workflows still require the most manual effort because systems don’t work together, quoting topped the list, cited by more than half of respondents. Submissions and renewals followed closely behind. Those are not minor processes. They sit at the center of agency operations.

More revealing was what agencies said about the amount of extra time disconnected systems create. Nearly three-quarters of respondents reported spending at least 10 additional minutes on a typical policy transaction because of poor integration, and more than one in five said those inefficiencies add 30 minutes or more. That may not sound significant until it is multiplied across thousands of transactions. What agencies often experience as a few extra clicks adds up to substantial operational burdens.

“Constantly re-keying the same data across disconnected systems creates errors, slows down response times, and forces our team to spend hours on manual work that could otherwise be automated.”  –Survey respondent

More than 60% of agencies say staff frequently or almost always enter the same information into multiple carrier systems. Only 3.5% reported that duplicate entry never occurs. Responses cited a variety of issues including duplicate data entry, multiple carrier logins, carrier portals that don’t communicate with agency systems, and manual document retrieval.

Many agencies also say that technology intended to improve efficiency sometimes creates additional complexity when tools fail to integrate properly. But the operational impact extends beyond efficiency to staff productivity, slower customer response times, and team burnout.

“We should spend 20 percent of our time in systems and 80 percent with clients. Right now, the reverse is happening.” –Survey respondent

Carriers and Agencies See Things Differently

The survey also highlighted some disconnects between agencies and carriers. Only about 46% of respondents describe carriers as very or somewhat aligned with agency workflow realities. More than one-third view carriers as somewhat or very misaligned. When asked what creates the most friction, agencies overwhelmingly point to limited system integration, followed by inconsistent underwriting rules, and poor communication about changes.

Similarly, when agencies were asked what carrier priority would help them most, workflow integration ranks first by a wide margin. Real-time appetite visibility is also a significant need.  Many agencies say carriers underestimate the amount of work required to navigate multiple systems, reconcile data, and comply with varying workflows.

“Carriers consistently underestimate the significant manual labor costs and process complexity that agencies incur to adapt to disparate platforms, rules, and data formats.” –Survey respondent

The Opportunity Ahead

While the survey highlights persistent frustrations, it also points toward a clear path forward. Agencies, carriers, and technology providers generally agree on where improvements are needed:

• Better workflow integration
• More consistent data standards
• Improved carrier connectivity
• Stronger collaboration across the ecosystem
• Reduced duplicate entry and manual processing

These are not new conversations. But they may be more urgent than ever. At a time when agencies are being asked to do more with fewer people, deliver faster service, adopt new technologies, and compete in a rapidly changing marketplace, every unnecessary click carries a cost.

Agencies aren’t asking for one more portal, one more dashboard, or one more AI tool. They’re asking for technology that works together.  The industry’s next big efficiency gains may not come from breakthrough technology but from fixing the connectivity problems many have been talking about for years.