{"id":905344,"date":"2026-02-11T15:00:54","date_gmt":"2026-02-11T22:00:54","guid":{"rendered":"https:\/\/www.myconstructionexpert.com\/blog\/?p=905344"},"modified":"2026-02-11T15:00:58","modified_gmt":"2026-02-11T22:00:58","slug":"ai-cant-replace-broker-relationship","status":"publish","type":"post","link":"https:\/\/www.myconstructionexpert.com\/blog\/ai-cant-replace-broker-relationship\/","title":{"rendered":"Why AI Can\u2019t Replace the Broker Relationship When a Claim Hits"},"content":{"rendered":"\n

Branislav Urosevic | Insurance Business<\/a><\/p>\n\n\n\n

Clients want speed, but not robots. Mitch experts say AI helps with tasks, yet real conversations still drive trust, clarity, and de-escalation<\/strong><\/p>\n\n\n\n

Automation may be transforming the insurance industry, but when it comes to customer service, one thing hasn\u2019t changed \u2013 people still want to talk to people.<\/p>\n\n\n\n

\u201cAutomation and AI are valuable tools,\u201d said Aaron Blackwood (pictured left), senior sales manager at Mitch Insurance Brokers, \u201cbut most people still prefer a real conversation when it comes to their insurance.\u201d<\/p>\n\n\n\n

Blackwood said that while chatbots can make service faster, clients still look for expertise and reassurance when it comes to coverage decisions.<\/p>\n\n\n\n

\u201cI have never had a client tell me they\u2019d rather get their answer from a robot,\u201d he said.<\/p>\n\n\n\n

Most customers, he added, want a knowledgeable person who can explain what their policy actually means \u2013 especially at the time of a loss. That human connection, he said, \u201chas not come down in value.\u201d<\/p>\n\n\n\n

Cassie Gilroy (pictured right), senior manager, personal lines service at Mitch, said the same holds true from a broker\u2019s perspective. \u201cInsurance is a very intricate product,\u201d she said. \u201cThere\u2019s so much that goes into what might be on a policy or how it might affect an individual\u2019s situation.\u201d<\/p>\n\n\n\n

She noted that while automation has its uses, overreliance on it can introduce new risks \u2013 especially if the technology provides incorrect guidance. \u201cTo use a chatbot to try and figure that out \u2013 not from the customer side but from the broker side \u2013 putting your trust into a bot to give the right answer,\u201d she said. \u201cWe\u2019ve seen what happens when big companies get it wrong. The impact of incorrect information can be huge.\u201d<\/p>\n\n\n\n

Clients want answers now \u2013 and brokers are feeling it<\/strong><\/h4>\n\n\n\n

Asked about the biggest service challenge facing brokers this year, Gilroy didn\u2019t hesitate.<\/p>\n\n\n\n

\u201cRising client expectations,\u201d she said. \u201cHow do you give the immediate answer that they\u2019re looking for, maintain your workload, keep up to date on all of the changes that are happening in the industry? It\u2019s not an easy job.\u201d<\/p>\n\n\n\n

Gilroy said her team is focused on giving brokers the tools to balance responsiveness with quality \u2013 using automation \u201cwhere it makes sense and only where it makes sense.\u201d Cross-training and collaboration, she added, have become essential.<\/p>\n\n\n\n

\u201cWe\u2019re talking to our team a lot about looking for problems that clients don\u2019t know they have,\u201d she said. \u201cHow do you anticipate what questions a client may not even know they have, and prevent a future problem from occurring or from them getting upset when they receive their paperwork?\u201d<\/p>\n\n\n\n

That mindset, Gilroy explained, requires more than technical expertise. \u201cKnowing insurance is one thing,\u201d she said. \u201cKnowing people \u2013 dealing with different personalities, de-escalating potential tense situations \u2013 all of those things go into the broker\u2019s role as well. It\u2019s far beyond just insurance knowledge.\u201d<\/p>\n\n\n\n

Leadership under pressure<\/strong><\/h4>\n\n\n\n

The growing demands from clients aren\u2019t just testing front-line brokers \u2013 they\u2019re putting new pressure on leaders to keep teams motivated and resilient.<\/p>\n\n\n\n

Gilroy said much of that learning has been hands-on. She\u2019s had to adapt quickly to a workplace where burnout risk is rising. \u201cI\u2019m learning on the fly sometimes,\u201d she said. \u201cWhen I have a teammate who is maybe overwhelmed, burning out, stressed \u2013 how can I support them in a way that makes them still want to come to work and do their job and not feel that way?\u201d<\/p>\n\n\n\n

That support, she added, now goes beyond technical coaching. \u201cThere\u2019s been a lot of learning from me on how I support people from an emotional standpoint instead of just an educational standpoint.\u201d<\/p>\n\n\n\n

Blackwood said it comes down to leadership fundamentals \u2013 consistency, empathy, and forward focus. \u201cIt\u2019s about supporting those beside you, working for you, working on the team,\u201d he said. \u201cLeaders need to support, listen, and focus on feed-forward coaching \u2013 helping people get better in their next play, not dwelling on the last one.\u201d<\/p>\n\n\n\n

For both, the challenge is maintaining morale in an industry where stress can easily outpace recognition.<\/p>\n\n\n\n

\u201cInsurance is the product nobody wants to buy, but everyone needs. Nobody wants to pay for something they hope they\u2019ll never use, but when the moment comes, they want to know their coverage is right,\u201d Blackwood said.<\/p>\n\n\n\n

\n\n\n\n

When one of your cases is in need of a construction expert, estimates, insurance appraisal or umpire services in defect or insurance disputes – please call Advise & Consult, Inc. at 888.684.8305, or email experts@adviseandconsult.net<\/a>.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Branislav Urosevic | Insurance Business Clients want speed, but not robots. Mitch experts say AI helps with tasks, yet real conversations still drive trust, clarity, and de-escalation Automation may be transforming the insurance industry, but when it comes to customer service, one thing hasn\u2019t changed \u2013 people still want to talk to people. \u201cAutomation and… Continue reading Why AI Can\u2019t Replace the Broker Relationship When a Claim Hits<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2}},"categories":[10236,10721],"tags":[9895,3918,11331,22],"class_list":["post-905344","post","type-post","status-publish","format-standard","hentry","category-advise-consult","category-insurance","tag-advise-consult","tag-ai","tag-artificial-intelligence","tag-insurance","entry"],"jetpack_publicize_connections":[],"yoast_head":"\nWhy AI Can\u2019t Replace the Broker Relationship When a Claim Hits - Advise & Consult, Inc.<\/title>\n<meta name=\"description\" content=\"Clients want speed, not robots. 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