The small-business segment is a market in transition, with a number of insurers starting to follow the lead of their personal auto counterparts by seeking to sell direct to customers rather than interacting with them through an agent or broker. Carriers choosing the direct channel can accentuate the advantage of price and self-service convenience, while those opting to remain with the agency channel will need to stress benefits such as personalization and business expertise, according to a new report from the Deloitte Center for Financial Services.