Christopher Frankland, founder of InsurTech360, has a fresh take on how artificial intelligence will shape the insurance industry. Instead of replacing people, he sees AI as a tool to boost their abilities. Frankland envisions a future where human agents work alongside smart technology to improve service and efficiency.
With years of experience in carrier engineering before moving into insurtech advisory, Frankland points out that insurance work requires more than just automation. It needs human judgment and empathy to handle the finer details. AI can handle routine tasks like gathering data, freeing agents to focus on customers.
He calls this idea the “bionic agent”—a modern workforce where technology assists humans every step of the way. This approach could solve a common problem in insurance: frontline staff often lack immediate access to important information during customer interactions. An agent may be empathetic, but without quick access to policy or risk details, the service can suffer.
Frankland explains, “If employees don’t have the right data and tools, it hurts the customer’s experience. Giving them timely information helps them deliver better service.”
However, while the vision is clear, making it real brings challenges. Frankland compares today’s AI pilots to the robotic process automation (RPA) trend from years ago. Many companies struggled to grow their RPA projects beyond the initial stages. Now, insurers face similar issues in scaling AI from small tests to full-scale use.
He adds, “Moving from a pilot to full production is often the hardest part.”
When it comes to adopting new technology, carriers must also decide whether to build their own solutions or buy from outside vendors. Frankland warns that building in-house can seem easier or cheaper at first but quickly becomes costly once business rules and exceptions pile up.
“Sometimes it looks straightforward to build something like document scanning using existing tools,” he says. “But once the details are added, it can drain resources. Unless it’s a core advantage, it’s usually better to buy and plug into an existing platform.”
For those choosing to work with outside partners, Frankland stresses understanding the type of relationship needed. Some vendors provide simple, functional tools that fit into a bigger system, while others become long-term strategic allies.
He explains, “You need to know if it’s a one-off capability or a partner for a journey lasting years.”
Looking ahead to 2026, Frankland expects insurers will focus on finding the right mix of automation and human touch. The industry has sometimes automated the wrong steps, causing more frustration instead of less.
“Creating faster workflows with smart automation in the right places is key,” he says. “The idea of working bionically—humans enhanced by technology—points to what the future holds for insurance.”
Frankland’s vision offers a hopeful view where technology helps people do their jobs better, rather than replacing them. For an industry driven by relationships and trust, that could be a winning approach.