Agents and Carriers Are Solving for Complexity Across Businesses
Q&A with Bryan Salvatore, EVP and President of Specialty, The Hanover
Agents can thrive in the commercial lines market by partnering with carriers to deliver specialized insurance solutions, self-service tools, and risk management resources, Salvatore says.
As businesses face increasingly complex risks—from cyber threats and regulatory shifts to gig economy exposures—agents can serve as strategic advisors. By leveraging carriers’ tools and tailored solutions, agents can streamline service, close coverage gaps, and deepen client relationships. As complexity grows, so does opportunity.
Q
Commercial clients of all sizes are evolving—what risks are most prevalent, and how are agents and brokers expected to respond?
A
We’ve seen a shift in how businesses operate, regardless of size. Companies today face increased complexity. They’re selling through e-commerce platforms, engaging gig workers, and expanding across state lines—all of which introduce exposures requiring specialized protection. Cyber threats, supply chain vulnerabilities, and regulatory changes are no longer limited to large enterprises.
At the same time, inflation and labor shortages are forcing operational pivots that require more specialized insurance. Technology adoption is accelerating, bringing both efficiency and new risks. For agents, the traditional segmentation of small versus midmarket is blurring. To keep up, they need carrier partners with deep expertise, digital tools, and the ability to tailor solutions that streamline insurance processes for all customers.
This evolution demands a more consultative approach. Success now hinges on partnering with carriers that offer industry expertise, digital tools, and flexibility to meet each client’s unique needs.
Q
How can agents avoid fragmented coverage placement when trying to protect growing businesses?
A
Fragmented coverage placement is a challenge we hear about from agents. It can lead to gaps, inefficiencies, and missed opportunities. Research from The Council and EY shows 60% of brokers report fragmented strategies are creating vulnerabilities in small commercial accounts. For example, a business might have cyber coverage through one carrier and management liability through another, leading to inconsistent terms or uncovered exposures. In other cases, agents may miss opportunities to bundle coverages, resulting in higher premiums or administrative burdens.
The right partner is key. Agents want to work with carriers that help coordinate coverages—like cyber, management liability, and E&S—into cohesive, customized solutions. This reduces gaps and simplifies servicing. Carrier partners offer the most value when combining specialization with digital tools and operating models that scale service without sacrificing quality.
Q
How can a carrier be a true partner in specialty for both small and midsize commercial accounts?
A
Being a true partner means consistently delivering specialization and expertise, making it easy to do business and adding turnaround speed for quotes, service, and claims—especially for small accounts. That starts with offering tailored products that align with the unique needs of different businesses while coordinating across the enterprise to deliver fulsome solutions. But it doesn’t stop there. Carriers must also offer fast, intuitive quoting and binding platforms that make it easy for agents to do business.
Equally important is proactive support—whether that’s underwriting, risk management, or responsive claims handling. Agents want partners with a deep understanding of commercial complexity who can deliver solutions that are both sophisticated and easy to access.
Q
You’ve mentioned technology and tools being a part of a carrier’s value. How can these tools help agents service their book more efficiently without sacrificing quality?
A
Technology is a game-changer for agents managing a diverse book of business. Automation can reduce quoting time and improve accuracy. Digital platforms enable agents to manage policies, endorsements, and renewals with ease, freeing up time to focus on client relationships.
At The Hanover, we invest in tools that help agents quote faster and better serve customers. Our platforms surface cross-selling opportunities and support rounding accounts. We combine ease of doing business with deep underwriting expertise, offering a broad appetite and flexible solutions for both standard and complex risks. These capabilities allow agents to serve a range of clients without compromising quality or responsiveness.
Q
You have been in this business for most of your career. What advice would you give to agents looking to grow their commercial book?
A
It’s an exciting time for our industry. The evolving risk landscape presents a host of opportunities. As businesses grow more complex, agents have more ways to add value with tailored coverage, proactive risk management, and strategic guidance. My advice is to embrace that complexity and seize the moment.
Expand relationships with carriers that offer both speed and specialization. Leverage technology to scale your service model. And, most importantly, stay curious. The agents who thrive are the ones who see change not as a challenge, but a chance to lead.
