Can robots really replace insurance brokers?

“Yes … and no. Yes, because part of the market is interested in self-education and self-service and is comfortable doing this on their own. As technology improves and people gain more confidence in the technology, more and more people will shift to self-service.

However, if a better outcome is achieved by using a broker, people will stick with a broker; specifically, this includes those whose insurance needs are more complex and require the assistance of an expert. Brokers who are able to demonstrate knowledge in their area and add value to the process will be the ones sought after.”


“Technological advances will not be able to completely replace brokers. Insurance has always been a ‘people’ business; the inability of robots to replicate human interaction is key to brokers’ sustainability.

Robots and AI will certainly be able to bring efficiencies and drive a new level of analytical insight. However, it will be the ability of brokers and advisors to create trust, responsibility and accountability in the client relationship that robots and AI will struggle to compete with. In the future, our industry will invest in both talent and robotics, each achieving what they are ideally suited for today and tomorrow.”


“The robot will not be able to completely replace the personal service provided by insurance brokers for years. Many insurance products, such as alternative risk insurance products, require a good deal of creativity and negotiation.

Agency captives, deductible buy-back policies and fronting insurance products are beyond the scope of robots. Brokers who are flexible enough to embrace those insurance products that are simplistic in nature, like a renter’s policy, will be serviced by robots. Technology will make the broker more efficient and help drive prices down.”