Artificial intelligence (AI) tools are creating exciting times for just about everyone.
The insurance industry is standing on the cusp of an exhilarating technological revolution, primarily driven by AI, writes Anupam Gupta, Applied System’s chief product officer, in this issue of Insurance Journal (see page 48). AI is opening new doors on what is possible and creating lasting value for agencies and their clients, Gupta said.
But how and why independent agencies use AI today varies greatly.
To better understand the state of AI in insurance agencies and how agency employees are using AI, the research team at Liberty Mutual surveyed 1,242 independent insurance agencies in the recently released 2025 Independent Agents at Work Study. The study found that many in the IA world still distrust certain AI tools, and some even view the technology as a threat.
The 2025 Agents at Work Study also noted that Millennials and Gen Z agency employees are the most likely to use AI for work. On average, the study found that 16% of agency employees estimated using AI for work on a weekly basis while 8% reported using it daily. Interestingly, some 57% of agency employees reported being interested in using AI for work.
Perhaps, many agency employees are still searching for the best ways to use AI tools in their daily work. Of course, AI might already be embedded within an agency’s tech stack, but there are many other tools that may be helpful as well.
The Liberty Mutual study offered a few takeaways for agency leaders when it comes to employee use of AI tools.
1.
Create an AI policy for your agency. “Even if you haven’t officially implemented AI tools in your agency, your staff may be using AI tools to help with their jobs,” the study said. “Your agency needs an AI policy to help reduce potential risks and safeguard sensitive client information.”
2.
Identify pain points and complete a tech audit. “With new AI-backed technology popping up every day, the options for implementing AI can feel overwhelming,” the study said. Begin the AI journey by identifying your agency’s main pain points. “Then look at your existing technology tools to see what capabilities and add-ons may be available to you already.”
3.
Engage your agency staff on this journey. “Reassure your staff that AI won’t replace them,” the study recommended. “Bring staff in on the process of choosing and implementing new technology that will impact their day-to-day work, and invest in training to help them learn how to use AI tools.”
A special thank you to this issue’s sponsor, Ryan Specialty.
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