The personal-lines insurance market in the Northeast has been anything but predictable. From underwriting volatility to shifting policy terms, agents are facing a landscape that demands agility, insight and support. Earlier this month, I had the opportunity to speak with a group of personal-lines employees from Hanover Insurance, sharing key trends and priorities from the agent’s perspective—and what it all means for the road ahead.
The market is shifting—and, so are agents
Agents across the region are seeing dramatic changes in how personal lines are underwritten. Roof age is now a deal-breaker for many carriers, drone inspections are raising privacy concerns and coastal properties remain notoriously difficult to place. Auto underwriting isn’t faring much better, with monoline policies becoming harder to secure and rental reimbursement coverage falling short of client expectations.
Policy terms are tightening, too. Maintenance coverage is fading, deductibles are rising and price-sensitive clients often are left choosing the least expensive option—sometimes at the expense of adequate protection.
Yet amid all this, there’s a glimmer of hope. Market contraction may be slowing, and if the storm season remains mild, reinsurance pricing could stabilize. Agents are watching closely, ready to re-engage with homeownership policies and reconnect with clients in meaningful ways.
What agents need from carriers—now more than ever
If there’s one message that came through loud and clear during the presentation, it’s this: agents need more from their carrier partners.
Training that matters. Agents want comprehensive, practical training that helps them navigate today’s complex market and better serve their clients.
Carriers that are present. Agents, like many consumers, want to talk to a person when they have an issue, not fumble around in a directory. Carriers that prioritize person-to-person interactions will find they have an advantage.
Technology that works. Carriers that make it easy to do business—through seamless tech integration and automation—will earn loyalty and grow their agency relationships.
Products that flex. The market is diverse, and so are client needs. Carriers offering flexible, adaptable products will stand out in a crowded field.
These aren’t just nice-to-have options—they’re essential tools for success in a market that’s demanding more from everyone.
PIA Northeast: Leading the way
At PIA Northeast, we’re not just watching these trends—we’re shaping the response. Through education, advocacy and innovation, we’re helping agents stay ahead of the curve and thrive in a changing environment. Whether it’s legislative engagement, regulatory guidance, or operational support, our mission remains clear: to advance the independent agency system and empower our members to succeed.
Bradford J. Lachut, Esq.
Bradford J. Lachut, Esq., joined PIA as government affairs counsel for the Government & Industry Affairs Department in 2012 and then, after a four-month leave, he returned to the association in 2018 as director of government & industry affairs responsible for all legal, government relations and insurance industry liaison programs for the five state associations. Prior to PIA, Brad worked as an attorney for Steven J. Baum PC, in Amherst, and as an associate attorney for the law office of James Morris in Buffalo. He also spent time serving as senior manager of government affairs as the Buffalo Niagara Partnership, a chamber of commerce serving the Buffalo, N.Y., region, his hometown. He received his juris doctorate from Buffalo Law School and his Bachelor of Science degree in Government and Politics from Utica College, Utica, N.Y. Brad is an active Mason and Shriner.
