Gil Lowerre is president atEastbridge Consulting Group; Bonnie Brazzell is vice president ofEastbridge Consulting Group.

At one time, carriers defined the voluntary business processes we all lived by,and they designed them however they pleased. For many of thecarriers, if the broker wasn't happy with those services, thecarrier could afford to ignore the complaint. After all, there werelots of other brokers.

Today, 41 percent of voluntary carrier executives say thatbrokers are more willing to switch allegiance to a new carrier toimprove their situation. That increased mobility has had animportant side effect: power. If brokers demand changes and improvements today, they are morelikely to get their way.

Related: Up-and-coming brokers and carriers: Where's theconnection?

Our employer-customers are becoming more demanding, too. Theyare increasingly critical of poor service, of increasedadministrative responsibilities, and of being promised thatvoluntary has no direct cost. They have learned that there is acost and a burden and they want change. As a result, brokers arealso raising that banner and are moving their business to carrierswho provide better service and simpler processes.

The first two items in the table below tell the story. Everyoneagrees that competition for brokers has increased and thatemployers are demanding better administrative processes, where thecarrier does the work rather than placing the burden on theemployer.

Carriers are now planning to go beyond improving theirprocesses. In a 2017 Eastbridge survey of voluntary insurancecompany executives, 45 percent said they plan major upgrades totheir administration systems in the next five years. An additional45 percent said they plan minor upgrades, and a further 6 percentplan to move administrative functions to a TPA in that sametimeframe. For 96 percent, the status quo is no longer anoption.

Yes, this suggests that better services and simpler processesare coming to your clients, but it also underlines the ability youhave to change the game. Working to improve service to customershas been a great place to start, and we need to keep up thepressure. But what will be next?

Employers are increasingly critical ofpoor service, of increased administrative responsibilities, and ofbeing promised that voluntary has no direct cost.