The quick take
Insurance service is being redesigned around automation—especially high-volume, phone-heavy work. Reuters recently reported plans tied to AI replacing manual processes in a major insurer’s travel insurance operations, including call-center roles. Reuters
At the same time, the agency tech ecosystem is pushing “insurance-specific AI” to automate submissions, servicing, and workflows.
For independent agencies, the question isn’t “Will AI replace agents?”
It’s: What do we do with the hours AI gives back?
What’s really getting automated (right now)
Expect more automation in:
- FNOL (first notice of loss) intake
- Policy document handling, checking, and routing
- Routine billing questions
- Status updates (claims, endorsements, underwriting)
- Simple renewals and remarkets for clean accounts
This mirrors broader industry guidance that AI is already improving service throughput and customer experience in live environments.
The new agency org chart: from “service desk” to “growth desk”
If automation reduces the time spent on repetitive service, you can redeploy staff into higher-value work:
High-value work that machines don’t replace easily:
- Coverage gap reviews and account rounding
- Risk management consults (loss control, contracts, COIs, disaster readiness)
- Renewal strategy and remarketing
- Relationship building and referral systems
Even at industry events, leaders are describing AI as freeing time for “hero work” like relationship building and advisory tasks
Don’t miss the E&O angle
As you adopt automation (chatbots, AI email drafting, templated coverage summaries), protect the agency:
- Use approved language
- Keep humans in the loop for coverage interpretation
- Document recommendations and declinations
- Avoid “guarantees” created by AI-generated wording
Where Agents United fits
Agents United helps independent agencies compete with larger organizations by providing access, tools, and support.
In a service-automation world, networks matter more because they can help members:
- standardize best practices,
- share workflows and templates,
- compare tech stacks,
- train teams on modern operating models.
