Technology is reshaping industries at an unprecedented pace, and artificial intelligence (AI) is at the forefront of this transformation. In the independent insurance agency system, AI is not just a tool for efficiency—it’s a catalyst for a complete paradigm shift.
Ryan Hanley, president of Linqura AI and Finding Peak, emphasizes that AI is unlike any previous technological advancement. While earlier innovations eventually reached all adopters, AI is creating a divide. Agencies that embrace AI and build a culture around it are accelerating so rapidly that late adopters may never catch up. Hanley believes the potential of AI is limitless, with exponential benefits for those who invest in expertise and infrastructure.
Hanley illustrates AI’s transformative power with Sonnet AI, which can handle calls, collect information, and quote business with high accuracy and minimal complaints. This level of automation fundamentally changes agency operations.
However, Hanley warns of a significant knowledge gap. Agencies using basic AI tools like ChatGPT for social media posts are already behind. The real value lies in integrating AI to solve operational challenges.
Kasey Connors, executive director of the Big “I’s” Agents Council for Technology (ACT), echoes this sentiment. Agencies are overwhelmed by the influx of AI tools and struggle with adoption, integration, and change management. Successful agencies are using AI for tasks like bill reconciliation, policy comparisons, and marketing—demonstrating that the key is solving real problems, not just using AI for its own sake.
Relation Insurance Services offers a compelling example with RelationGPT, built on OpenAI’s ChatGPT 5 model. Designed with a secure orchestration layer, RelationGPT ensures HIPAA compliance and data privacy. It streamlines tasks like document comparison and policy analysis, saving time and enhancing internal processes.
Yet, the challenge remains in driving adoption among employees unfamiliar with such tools. Kevin Rabinowitz of Relation Insurance Services stresses the importance of using technology to augment human relationships, not replace them.
Looking ahead, agentic AI—autonomous agents capable of handling customer interactions—is poised to redefine roles. SuperAgent AI, founded by Milan Veskovic, aims to eliminate human error and provide superior client interactions. While regulatory hurdles exist, the company is working towards licensing AI agents across all states.
SuperAgent’s co-pilot solution supports human agents by enhancing productivity and providing actionable analytics. This creates a self-learning loop, improving performance and aligning with agency needs.
Despite the advancements, the debate continues: Will human agents remain essential? Rabinowitz and Connors believe in the enduring value of human relationships in insurance. Hanley, however, predicts a shift away from personal interactions, arguing that agencies must adapt to client preferences.
Ultimately, the future of AI in insurance is uncertain but undeniably transformative. Agencies must navigate this wild west of technology with strategic adoption, continuous learning, and a focus on enhancing client relationships.
Stay tuned as we continue to explore the evolving landscape of AI in the insurance industry.