Customer Experience: Supporting Our Agents & Brokers

Our partnerships with our agents and brokers are a key competitive advantage for us and an important driver of our long-term success. We aim to be their indispensable partner; together, we deliver on our promise to be there for our shared customers.

To best support our agents and brokers, we continually enhance and evolve our digital marketing and sales tools, which enable our partners to better identify and capture new business opportunities. We provide our agents and brokers with customizable social media, marketing and customer-relationship resources, allowing them to engage more effectively with their target markets and local communities.

In addition, we support our agents and brokers as they face global challenges such as cybersecurity, inflation and marketplace conditions. For example, across all business lines, Travelers has implemented multifactor authentication with our agent and broker partners to help protect our customers, our company and each other from cybercrimes such as ransomware attacks, fraudulent sign-ins and other potential security breaches.

Some of the other ways we support our agent and broker partners are described below.

Personal Insurance

In 2025, Personal Insurance made significant investments to deliver industry-leading products, services and digital tools designed to help agents attract and retain customers and succeed in a dynamic market. Here are some key highlights:

Quantum Boat 2.0^℠ and Quantum Yacht 2.0^®. These enhanced boat and yacht products, available in 45 states for boats and 36 states for yachts as of December 2025, offer an improved quote and issue experience, making it easier and faster for agents to deliver competitive options to their customers.
IntelliDrive^®. Our innovative smartphone-based telematics programs continue to evolve, rewarding safe driving with savings, while riskier driving behaviors may result in higher premiums. Our latest telematics offering, IntelliDrive^®365, is available in 14 states as of December 2025. It includes crash detection that can pinpoint the customer’s location and connect them with assistance if needed.
Educational resources. In 2025, we significantly expanded our educational offerings to help agents provide coverage solutions that best meet individual customer needs. Our READY, SET, PIVOT^℠ virtual program achieved its highest attendance as we evolved it to include sessions on strategies for auto growth, customer retention and capitalizing on consumer trends. We also welcomed more agents than ever before to our annual, in-person Travelers Agent Leadership Program, where participants engaged with peers and Travelers leadership to explore emerging sales opportunities in today’s business environment. Additionally, our workshop offerings gained tremendous popularity among agents and brokers across the country, with our Consultative Sales Effectiveness program generating the highest level of interest and engagement. These educational initiatives focus on equipping agents with cutting-edge practices and skills to increase sales, improve customer retention and enhance customer interactions in an evolving marketplace.
Digital Advancement. Launched in 2025, our Digital Advancement program quickly became a differentiator in how we support agents in a rapidly evolving insurance landscape. The program provides agencies with clear digital insights, targeted education and modern tools to help them strengthen operations, improve customer experience and drive profitable growth. Highlights include:
- A new digital maturity assessment that gives independent agents a structured way to assess their digital capabilities and identify targeted opportunities for improvement in lead generation, brand awareness, technology integration and customer engagement. This survey serves as a core driver for digital conversations across the field.
- More than 8,000 digital-focused consultations delivered by sales executives to help agents implement high-impact capabilities that streamline workflows and enhance customer interactions.
- New Instagram functionality through our toolkitPlus platform to help agents bolster their digital and social media presence. This rollout included nonbranded content that highlights the value of the independent agent, providing agents with an easy, no-cost way to expand their reach and connect with new audiences.
Strategic alliance with roofDRP. Travelers teamed up with roofDRP, an innovative platform connecting customers and agents with GAF’s Master Elite network of certified roofing contractors. The collaboration reinforces agents as trusted advisors by providing their customers access to vetted contractors, regardless of carrier. roofDRP’s collaboration with the Insurance Institute for Business & Home Safety FORTIFIED^® Roof program aligns with Travelers’ focus on resilient construction and loss prevention by providing customers with access to the nation’s largest network of FORTIFIED-certified contractors. Contractor-offered financing options, along with roofDRP’s partnership with Service Finance, provide flexible payment solutions to help customers manage roof project costs. For Travelers customers who provide consent, the platform offers direct integration to share information with and provide documentation to our PI Service Team, streamlining operations. By fostering effective risk mitigation that can reduce claim severity while aiming to improve customer retention and satisfaction, this strategic alliance both strengthens agent relationships and contributes to our company’s success. As of December 2025, roofDRP is available in nine states with plans for continued U.S. expansion.

Business Insurance

In Business Insurance, we continue to digitize and streamline the transaction life cycle so we can meet – and ultimately exceed – expectations and improve the overall experience for agents, brokers and customers.

We provide business insurance products to agents and brokers through our dedicated online portal “For Agents” and directly through multiple agency management systems (AMSs). We have also deployed an industry-leading collection of application programming interfaces (APIs) that connect our platforms directly into virtually every major AMS and distribution platform in the marketplace.

For larger brokers, we’re connecting directly to the desktops of their producers, allowing them to send us account data in real time. We also continue to invest in our risk information management services capabilities, such as e-CARMA^®, a key differentiator for our larger broker partners. For middle market customers who typically have more complex insurance requirements, we have updated our APIs so that agents and brokers can digitally send multiline submissions through their own internal systems. For smaller commercial customers, our APIs can return indications or fully bindable quotes for Workers Compensation policies and indications for Business Owner Package and General Liability policies. Finally, Travis^®, our proprietary quoting platform, has been rolled out across the country with additional enhancements that reduce the time for agents to quote and issue policies.

Bond & Specialty Insurance

In Bond & Specialty Insurance, we continue to improve the agent experience by enhancing the convenience, connectivity and responsiveness of our digital solutions for Surety & Management Liability. We are leveraging our significant data advantage to improve time to market and deliver enhanced risk management content for our distribution partners and customers.

Educational programming for agents and brokers

Travelers Institute^® educational programming also offers unique value to our network of more than 12,500 agent and broker partners, providing a distinguished thought leadership platform. Spanning 16 years and more than 1,400 events and speaking engagements, the Travelers Institute has collaborated with agents and brokers, enhancing these relationships while providing education and risk mitigation strategies to thousands of consumers. As an example, the Travelers Institute offers presentations on the economic outlook and political landscape at agent conferences and events and provides educational content for agents and brokers to share with clients.

Other Travelers Institute programming leverages our agents’ knowledge of how issues such as cybersecurity, distracted driving, evolving insurance markets and natural disasters directly affect families, businesses and communities. Agencies and agent associations regularly co-host programs with the Travelers Institute, invite customers and provide expert speakers, showcasing their risk management expertise and reinforcing their value as trusted advisors for critical insurance decisions. Throughout 2025, the Travelers Institute offered continuing education (CE) credits to agents and brokers who attended workforce and cybersecurity education symposia. In total, nearly 160 agents and brokers across 10 states received CE credit, a valuable step in renewing their insurance license.

The Travelers Institute also fosters relationships with the company’s agent and broker partners and provides educational programming through its Wednesdays with Woodward^® webinar series. The series explores personal and professional issues impacting our agents, our brokers, our customers, our employees and the communities we serve. Through the end of 2025, more than 160 programs have been held, with topics including telematics-based insurance programs, cross-sector efforts to fight cybercrime and mental well-being in the workplace, among many others.

Notably, in September 2025, the Travelers Institute launched a new initiative called Risk. Regulation. Resilience. Responsibility.^℠, a multiyear effort exploring how shifting environmental, economic and societal patterns are impacting the availability and affordability of insurance across certain markets. The Risk. Regulation. Resilience. Responsibility. initiative focuses on how policymakers, insurance agents, brokers, carriers and consumers can address these challenges within the insurance marketplace. Through the end of 2025, more than 560 risk professionals, students and others in St. Paul, Minnesota; Tulsa, Oklahoma; Atlanta, Georgia; and Dallas, Texas, benefited from the programming, which included opening presentations from Rick Keegan, Executive Vice President and Enterprise Chief Underwriting Officer at Travelers, and a moderated panel discussion featuring other Travelers senior leaders and company partners.

Additional programs explored distribution and agency trends for personal insurance and commercial insurance. These included the following webinars:

Travelers Institute programs are a great example of how our efforts to strengthen our communities also enhance our relationships with our agent and broker partners and drive our bottom line. In 2025, 93% of agents and brokers who responded to post-program surveys reported that the content was “very” or “extremely” valuable to them, while their comments often highlighted that these programs are shared with their teams.