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The Connective Thread
From agent and broker research to a new design vision for AI-enabled insurance work
As the insurance industry continues to pour money and resources into AI, the adoption gap among agents and brokers persists. In this report, we share what we heard from 16 agents and brokers on the frontlines about how they are using AI, how their organizations are (and are not) supporting them, and what problems they want AI to solve. Finally, we present a research-based design vision for AI that actually works for agents and brokers.
Of insurance agents use AI on a daily basis
of organizations saw zero return on their GenAI initiatives
On the frontlines with agents and brokers
We talked to 16 agents and brokers across 13 states about how AI is landing in their day-to-day work. Four themes kept coming up:
- AI is spreading without a roadmap
- Agents are seeing real efficiency gains, but usage is shallow
- Agents want integration, not automation
- Human expertise is the multiplier AI can't replace
