What Clients Expect in 2025 (And Why Independent Agencies Must Catch Up)

It’s Not Just Millennials Anymore

You might think digital preferences only apply to younger clients.

They don’t.

Clients across every generation — including long-time commercial accounts and your favorite homeowners — now expect digital options for simple things like:

• Requesting ID cards
  
• Instant COIs
  
• Submitting claims
  
• Updating vehicle info
  
• Starting a policy change
  
  

Why? Because they’re getting it everywhere else: banks, Amazon, utilities, even their vet.

Your agency is not the exception anymore.

“We didn’t think our long-term clients would use a portal. We were wrong.”
— Agency Owner, NY

The 3 Types of Clients Your Agency Serves Today

Independent agencies now serve three key client mindsets — and two of them demand self-service:

1. The “Let Me Handle It” Client

They want fast, frictionless access. If they can’t get it, they’ll quietly shop elsewhere.

72% of insurance clients say they expect basic service tasks to be self-serve.
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2. The “Call Me When It’s Important” Client

They value your advice but don’t want to call for policy numbers or renewal dates.

3. The “Talk to Me Every Time” Client

These are the clients most agents use to justify not evolving. But they’re the smallest group — and even they’re starting to adapt.

The real danger? You’re building your entire service model around a minority.

Serving Expectations = Securing Retention

Here’s what happens when you don’t meet 2025 expectations:

• Slower response time
  
• Increased service delays
  
• CSR burnout
  
• Frustrated clients = shopping clients
  

And when you do?

• More 5-star reviews
  
• Faster issue resolution
  
• Higher client confidence
  
• Retention → Revenue
  
  

“Clients tell us they love the app — they can check something at 10pm and still feel connected.”
— IA App User

The Right Platform Protects Your Relationships

You’re not choosing between tech and trust. You’re choosing whether to meet clients where they already are.

IA App’s Client Service Platform was built for independent agencies who want to:

• Increase client satisfaction
  
• Modernize without outsourcing
  
• Automate service without losing control
  
• Empower their team to focus on sales, not busywork
  
  

And agencies that launch it are seeing:

• 50%+ call volume reductions
  
• Happier CSRs
  
• Faster close rates
  
• Better client retention
  

👉 See How the IA App Works for Your Agency
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2025 Client Service Checklist 

How ready is your agency? If you can’t check most of these, it’s time to modernize:
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                       Feature                                                        Do You Offer It?

Client Portal for ID Cards, COIs                                            ✅ / ❌

Mobile Self-Service                                                                  ✅ / ❌

After-Hours Support (via automation)                              ✅ / ❌

Digital Policy Change Requests                                          ✅ / ❌

Branded Client Experience                                                   ✅ / ❌

Your clients want this now — and your competitors are already catching up.

Ready to Deliver on 2025 Expectations?

You don’t need a custom build, a CRM overhaul, or six months of dev time.

You need a plug-and-play client service platform designed for independent agencies — and branded for your team.

IA App’s Client Service Platform gets you live fast and empowers your clients (without replacing your team).

👉 Book Your Demo Now