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Philadelphia Insurance tech and AI push aims to improve agent experience
In the interview, Philadelphia Insurance Companies said agents prioritize speed, simplicity, transparency, and fewer handoffs as the carrier adds technology and AI to its transformation efforts.
Philadelphia Insurance Companies’ senior leadership highlighted how technology and AI are being used to reshape the agent experience, with an emphasis on streamlining insurer operations while keeping the agent relationship intact, according to Risk & Insurance. In an interview published Oct. 9, 2026, Brent Skiles, SVP and Chief Transformation Officer, described the goals of the carrier’s transformation work.
Skiles said agents want speed, simplicity, transparency, and consistency, and are looking for carriers that remove friction rather than automating away the relationship. He added that reducing handoffs and the need to chase information can make service more predictable, while keeping the transaction more transparent.
The interview also framed the effort as a shift toward faster, more consistent service, supported by technology and AI, while maintaining a relationship-focused approach for agents working with the carrier. Risk & Insurance said the discussion was conducted in August and edited for length and clarity.
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