Artificial intelligence is changing the way insurance brokers work, helping them make decisions faster and run their operations more smoothly. But even with all this new technology, insurance still relies heavily on people. The challenge now is finding the right mix between smart technology and human skill.
Jimmishea O’Lee, who leads the West Region Middle Market Property team at Aon in Los Angeles, says the key isn’t replacing people with AI, but using AI to make human expertise even stronger. She believes this blend will help brokers build trust and clear communication with clients who want quick, accurate answers.
At Aon, brokers use AI tools to analyze client data and produce clear visuals and projections within hours. This makes it easier for clients, many of whom don’t have insurance backgrounds, to understand how their choices affect their finances. O’Lee points out this clarity builds trust much faster than just talking through complicated terms.
While AI speeds things up, O’Lee stresses that it can’t replace the personal touch brokers provide. Technology helps explain policies in an engaging way, but it takes a skilled broker to turn that into confidence for clients. She says brokers will always be needed to explain results and keep relationships strong.
For leaders, adopting AI means more than just introducing new tools. It means giving teams ongoing training and encouraging open conversations to keep the human connection alive. O’Lee notes that regular face-to-face interaction remains important, especially when learning to use new tech.
Looking ahead, O’Lee expects automation will handle more underwriting and quoting tasks. Still, brokers will play a vital role in making sense of those results and connecting with clients. She sees this balance as what makes the future of insurance both exciting and demanding.
O’Lee will share her thoughts in more detail at the Women in Insurance Summit in Los Angeles this October. The event will bring together leaders to talk about women’s roles in the industry, new technology, and what’s next for insurance leadership. It’s a chance for brokers, underwriters, and others to learn and connect on how to succeed in a world where AI and human insight must work hand in hand.
Those interested can find more information and register for the summit online.