They'll need flexibility and adaptability to meet demands. Others may not, which could mean customer service needs go unmet. Change in Service Capability. Consider this scenario. You are a state fund policyholder.
Many funds use premium to set service strategies.
The next you're below it. Services you want or need are stopped. That has happened, often without explanation. The hard market can change a fund's service capability. However, the type and quality of service provided in the soft market will become the expectation regardless of market conditions.