AI and Insurance: Relationships are Still the Key

By Daniel Horn (Chief Technology Officer)

Artificial intelligence (AI) is a big deal. Anyone who tells you otherwise is either deceiving you or not paying attention. Even if it is an overused buzzword, we all have a sense that AI is somehow going to change everything, upend the economy, and redefine the job market… and we might be right. The problem is, no one is really sure how.

It reminds me of the early days of the smartphone. I was a sophomore in college when the first iPhone was released, and while we all loved our shiny new phones, no one really knew what to do with them. We played games, took silly pictures, and essentially performed parlor tricks with this new device that everyone knew was a big deal, but that no one knew how to use. Now, a generation later, we use smartphones for…everything. Communication, finance, travel – it’s all filtered through our smartphones.

AI is going to follow a similar trajectory. We are really early in its lifecycle, and while we can already do some cool tricks, we have no idea where we’re going. We just know we’re going somewhere different.

So what is AI not going to change? I always tell my employees that in a well-run business, machines do machine-jobs and people do people-jobs. This leads to more productivity and happier people. And, the most important people-job is always going to be relationships. 

If your insurance agent is replacing the personal side of insurance with AI, you need a new insurance agent. At Rollo Insurance, we’re working on ways to use AI to speed up our processes and make our decisions more timely and accurate so that we can help you get the coverage you need. But we’re never going to replace the relationships we have with our clients and communities. When you call a Rollo agent or visit one of our 60 local offices, you’ll always find a real person who understands what you and your family need to protect your assets. 

That’s something AI will never change.

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