Agentic AI erodes customer focus, independent insurance agents say

Technology and Customer Relationships in Insurance

A recent discussion in the insurance industry has highlighted a growing concern among independent agents regarding the increasing influence of technology, specifically AI, on customer relationships. While insurance carriers and insurtech companies are enthusiastic about adopting new tech tools like Agentic AI, independent agents feel these advancements may inadvertently sideline the personal touch that many customers value.

The Divide Between Agents and Technology

Independent agents maintain a significant role in the customer experience by offering personalized service and understanding individual client needs. They argue that the rise of automated tools could potentially erode this unique bond, leading to a more transactional relationship between insurers and clients.

In their view, while technology can streamline processes and enhance efficiency, it should not replace the fundamental connection that agents foster with their clients. Agents emphasize that their insights into customers’ specific situations and concerns can't be replicated by a machine.

Who’s Affected?

This situation impacts not just independent agents, but also consumers who rely on their expertise for personalized insurance solutions. As more insurance companies incorporate AI tools into their operations, agents worry about being left out of discussions, which might leave clients navigating systems that prioritize speed over service.

A Balancing Act

As the industry continues to evolve, the challenge will be finding a balance. Integrating technology should ideally enhance, rather than compromise, the client-agent relationship. By leveraging AI while maintaining personal connections, independent agents can uphold their crucial role in the insurance landscape.

This story serves as a reminder that technology should support—not replace—the human elements of insurance service.

Original Source: https://www.dig-in.com/news/agentic-ai-erodes-customer-focus-insurance-agents-say