The Gap used to cost millions to close. Now it’s closing on its own. The Gap used to cost millions to close. Now it’s closing on its own. – InsuredMine CRM

That’s a small version of a gap that has gotten measurably worse. In J.D. Power’s 2024 U.S. Independent Agent Satisfaction Study [Source], the satisfaction gap between the smallest and largest independent agencies has nearly quadrupled since 2019. From a 36-point difference to 143 points in personal lines, with large-agency satisfaction climbing as small-agency satisfaction fell. Commercial lines told the same story, worse: the gap there went from 2 points to 123.

That’s not a service-quality story. It’s a resource story. 

A two-hundred-person brokerage closes it with headcount — a compliance team cross-checking renewals, analysts pulling real-time reads on the book, staff covering phones late enough that nothing goes to voicemail.

None of that is strategy. It’s payroll. A twelve-person agency doesn’t lose the deal because it understands insurance less. It loses it because it never had the staff to see its own book the way the brokerage sees theirs.