I think this debate will rage on for as long as the existence of agents and brokers themselves. Interesting to see this latest research from JD Power, signalling a shift away from brokers to direct and self-service.

For me, COVID-19 remains an 'accelerant'. We now merely do online what we used to do in person.  It will take a while (post-vaccine etc) for us to return to any previous level of normality.

That said, opportunity still exits here, but we should instead focus on activities that add value - specifically where we get experience or advice and guidance, or where people simply wish to pay for the tasks to be done for them.

The opportunity ahead is still huge.