The August 2023 report outlines that commercial lines insurers are prioritizing investments in distribution, supporting agents and expanding direct sales for small-business products. They are increasingly using data from aerial imagery, IoT, telematics, and third-party aggregators to enhance underwriting and claims. AI and analytics are being deployed to improve claims outcomes, customer satisfaction, and risk selection, enabling straight-through processing for simpler claims. Intelligent document processing adoption is growing, with insurers integrating extracted data into core systems via APIs or robotic process automation, supported by a rising number of solution providers.

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