INDUSTRY TRENDS triaging and managing basic service calls , AI frees your producers to focus on growth while ensuring consistent , professional client care 24 / 7 .
Carl Ziade '/ Gaya : A service team spends a lot of time on tasks like remarketing , policy editing , and updating internal systems . These are critical but highly repetitive tasks that require diligence . VAs are well-suited for this type of work , ensuring it gets done accurately without overwhelming your team . AI , on the other hand , is designed to increase your staff ' s productivity — helping them extract and enter data faster and eliminate tedious back-and-forth . For example , tools like Gaya allow agents to reduce their quoting time by 70 % as they can super-copy and super-paste information across carrier portals instead of filling each field one at a time .
Vishal Rohra / Kay AI : Agencies typically spend 4 hours processing paperwork for every 1 hour spent on sales . AI or VAs enable your core team to focus on high-leverage work , and take away manual , repetitive , admin work off your plate . Workflows like processing client intake , duplicate data entry into multiple carriers , comparing policies , generating proposals , servicing COIs , managing renewals , and constant AMS and CRM up keep . All of this paperwork and data entry slows down service teams , ultimately impacting sales and customer satisfaction .
AI , today , is able to help agencies as a digital CSR , that works with your existing systems , learns your nuances of your processes , and scales quickly as you grow , without any performance management overhead .
WHY SHOULDN ' T I BE CONCERNED ABOUT INSURANCE KNOWLEDGE WITH AI OR VAs ?
Ziade '/ Gaya : VAs and AI aren ’ t here to replace expertise — they ’ re here to make sure your team can focus on what they do best . AI ensures accuracy by pulling the right information instantly , reducing the risk of errors . VAs , when trained on structured workflows , can handle processes consistently without needing years of industry experience .
Together , they create a more efficient , reliable system that keeps things moving without compromising on quality . In short , when you have a solid process , AI or VAs will oil up your operation . But do worry if you don ' t have a tight and well thought-out process . Process eats Technology for Breakfast .
Lopes / Sonant AI : You should be looking for AI and VAs that are tailored to insurance agencies so they have a base level of knowledge , but they should never be discussing coverage . They ' re designed to complement your team ' s expertise by managing routine requests while leaving complex coverage decisions to your licensed professionals .
Rohra / Kay AI : Depending on the AI solution used , there may be cause for concern about the level of insurance knowledge or accuracy of information . Going out to the free version of ChatGPT or Gemini or any number of generalist large language models is going to cause issues .
You want to partner with AI solutions that are focused and trained specifically with Insurance data that is relevant to your lines of business , your carriers , and your tools . These solutions are more accurate and adapt with the changing insurance landscape . Just because a new producer passed their P & C exam , doesn ' t mean they are an expert in selling a particular carrier , line or risk type . It takes training for that expertise to develop . The same is true for AI , but with AI , it happens faster , more efficiently and the knowledge is never forgotten .
Anderson / AgencyVA : VAs only require a basic knowledge of insurance , since the tasks you have them do should not require the knowledge . Things like certificates and quoting should always be handled by a VA . The VA should never disrupt the relationship the agency has with it ' s clients . The VA should take tasks off the plate of the insurance team so that the team can put more focus on the relationship .
JANUARY / FEBRUARY 2025
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