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AI boosts proactive outreach and trims manual work at insurance agencies
Vertafore says AI can cut time spent on manual reconciliation by 90%, while also enabling agencies to do more proactive renewal and claims support outreach.
AI is reshaping how independent insurance agencies operate, according to Vertafore Chief Product Officer James Thom, as the technology can expand agency capacity and change how agency teams work day to day. In particular, Thom points to opportunities for agents to become more proactive rather than mostly reactive to client inquiries. Coverager reports that many policyholders feel they are the ones driving the relationship, with about four in five policyholders saying they do not receive proactive outreach. The outlet says agency staff often spend substantial time handling manual tasks like processing inquiries, entering data, routing work, and chasing down information, which can create friction between agents, carriers, underwriters, and clients.
As AI helps reduce that administrative load, Coverager notes agencies may be better positioned to support clients with risk management information, get ahead of renewals, and engage prospects more effectively. In turn, the article says proactive outreach in renewal conversations can strengthen client relationships and could translate into higher renewal rates or more referrals.
The article also addresses the concern that AI will replace workers, saying the impact is better understood as replacing certain types of work. Coverager reports that AI can ingest and match information to reduce time spent on reconciliation by about 90%, with human judgment still needed for exceptions so staff can spend more time on strategic and client-facing activities.