In this Insurance Hacks webinar, we had the pleasure of hosting Angela Adams, President of Angela Adams Consulting, as well as a seasoned insurance technology expert and trusted mentor. Angela brings decades of experience in building and consulting for insurance agencies, helping them streamline operations and improve client interactions. Her insights into AI adoption and modern technology in the insurance sector provided practical guidance for agency owners and account managers alike.
Why AI Matters for Insurance Agencies
Angela’s approach to AI is clear: technology should be used to offload repetitive tasks, allowing insurance professionals to focus on client relationships and delivering a better customer experience. She emphasized that the goal is not to replace human expertise but to enable agencies to handle higher volumes with less stress. For example, account managers can leverage AI for policy checking or customer FAQs, freeing up time for more personalized client interactions.
“We want AI to do the laundry, not the relationship building,” Angela pointed out, underscoring the importance of technology as a supportive tool rather than a replacement for human touch.
Common Hurdles in Technology Adoption
Angela shared valuable insights on why agencies are often slow to adopt new technology, particularly AI. Many agency owners are primarily sales-focused, and they often avoid implementing new tools that could disrupt workflows for account managers. Additionally, account managers may resist change, preferring to handle tasks themselves rather than delegating to technology. Angela’s advice? Agencies need to align technology choices with specific goals. For example, if an agency wants to reduce account manager workload, AI tools like chatbots or automated policy checking can streamline operations significantly.
Practical AI Tools for Agencies
Password Management: Brad recommended a tool called Password Pusher, which securely manages and shares passwords without the risk of emailing sensitive information. This simple change can improve security and operational efficiency for any agency.
Grammarly for Customer Communications: Grammarly, which uses AI to enhance email and document clarity, can prevent communication mishaps. Angela suggested that agencies make Grammarly a standard part of their toolkit for client-facing correspondence.
ChatGPT for Content Creation: Content creation can be a daunting task for busy agency owners. Angela suggested ChatGPT for generating marketing blogs, articles, and other content, allowing professionals to transform ideas into polished, SEO-friendly pieces in a fraction of the time.
AI as a Feature, Not a Product
Brad and Angela both emphasized that AI is becoming an embedded feature within software, rather than a standalone product. Programs like Vertafore and HubSpot are already incorporating AI to enhance features, such as email summarization and call tracking. Angela also highlighted TripAdvisor’s use of AI for summarizing reviews, illustrating how AI can enhance user experience across various industries. Similarly, insurance agencies can leverage AI-powered chatbots to answer client questions 24/7, enhancing client satisfaction and reducing office call volumes.
Future of AI in Insurance Agencies
Angela believes the future lies in using AI to take over “laundry” tasks, not the “art” of insurance—meaning the administrative tasks, not client relationships. As AI advances, account managers should expect routine tasks to become increasingly automated, allowing them more time to build meaningful relationships with clients. However, agencies must use these efficiency gains to enhance client experiences, not simply to increase the number of accounts.
Questions from the Community
The session concluded with a Q&A, where attendees discussed practical AI solutions like Microsoft Copilot, AI policy-checking tools, and chatbots for insurance websites. Angela recommended Exon for policy checking, noting that it has matured significantly in recent years. Attendees also explored tools like Yesware for tracking email engagement and Certificate Hero for verifying compliance on certificates.
This lively and informative session left everyone with a clearer understanding of how AI can transform insurance operations, helping agencies work smarter, not harder. For those interested in diving deeper into this topic or seeking guidance on AI and technology integration, reach out to Brad at Archway Computer or Angela, both of whom are committed to supporting insurance agencies on their tech journeys.
Stay tuned for future Insurance Hacks webinars, where we’ll continue to explore technology solutions that empower insurance professionals!
