In today’s fast-paced world, artificial intelligence (AI) is changing how businesses operate, especially in the insurance sector. Brokers are feeling the pressure to embrace technology or risk falling behind. However, many in the industry are still debating how much of the process should be automated and how much should involve human interaction.
Douglas Weisskopf, a client company manager at The Hartford Steam Boiler, recently shared insights on this topic. He noted that clients appreciate having a personal touch, particularly when dealing with claims adjusters. Weisskopf emphasized that people prefer to have someone physically present to address their concerns, rather than relying solely on automated systems. “Clients like having that personal touch, especially when challenges arise,” he explained.
Weisskopf also mentioned that The Hartford Steam Boiler employs licensed adjusters across all 50 states to conduct inspections. This approach aims to cater to different client preferences—some want quick resolutions, while others prefer a more hands-on experience.
The need for human connection is a recurring theme in the insurance industry. Weisskopf pointed out that many policyholders often feel disconnected from the claims and underwriting processes when technology takes over too much. To combat this, his team focuses on maintaining direct contact with clients. They ensure that whenever a client reaches out, there is a dedicated claims professional available to assist them.
Despite the growing presence of AI in the industry, Weisskopf highlighted that The Hartford Steam Boiler is careful about how it integrates technology into its operations. Currently, AI is mainly used for straightforward, repetitive tasks rather than making complex decisions. Weisskopf believes that while AI can enhance efficiency, certain underwriting decisions will always require a human touch.
Looking to the future, Weisskopf sees potential for AI to play a larger role in underwriting, but he insists that it should complement rather than replace human expertise. “AI is great for tasks like communication and document management, but we still need humans for more nuanced decisions,” he said.
As the insurance industry continues to evolve, the balance between technology and personal interaction will remain a crucial topic. Companies like The Hartford Steam Boiler are striving to find the right mix to ensure clients feel valued and connected, even as automation becomes more prevalent.