For the past 18 months, most conversations about AI in insurance have revolved around adoption. Now we need to focus on implementing it.

By Tim Mole, Head of Document Intelligence, JAVLN (pictured)

From my perspective, insurance broking is not short on interest in AI.

What it has been short on is the right foundation. Many firms are still carrying an admin tax created by disconnected systems, repeated data entry and workflows that do not reflect how brokers actually work.

Workflow friction is still the core issue

When people talk about inefficiency in broking, the assumption is often that the broker management system itself is the problem. In many cases, it is not that simple. The bigger issue is the friction between systems.

Brokers are often re-entering the same client and risk information into multiple places. They move between a broker management system, a CRM, insurer portals, file notes, document repositories and email. Each extra click may look minor in isolation, but across a renewal cycle or a working week, it becomes substantial.

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