Insurance
Home›Insurance›Industry & Deals›Clients raise expectations for AI use from insurance b…
Clients raise expectations for AI use from insurance brokers
Zywave found 71% of employers expect brokers to act as trusted strategic advisors, while only 8% of independent agencies currently use AI in daily workflows.
Insurance Business reports that Zywave’s 2026 Broker Services Survey shows employers are increasingly demanding AI capability from their insurance brokers, with failing to adopt modern technology and AI tools now appearing among the top reasons some clients would switch brokers.
The survey also found a record-high expectation that brokers function as trusted strategic advisors rather than just transaction processors, alongside continued complaints tied to slow response times, inconsistent communication, and a lack of strategic advice.
Zywave CEO Martin Simoncic said clients now expect both efficiency and advice from the same broker relationship, framing AI as no longer optional infrastructure for how broker value is judged.
Separate data cited by Insurance Business from the Big “I” Agents Council for Technology found two-thirds of independent agencies plan to increase AI use over the next year, but only 8% currently use AI in daily workflows and 55% have no written AI policy at all. The story also points to rising pressure in benefits administration as healthcare cost management remains a top challenge for employers, with Mercer projecting a 6.5% average increase in 2026 health benefit costs per employee, lifting average costs above $18,500.