Experts share insurance technology trends for 2025
As trends in insurance technology continue to shape how you run your business, Agency Forward reached out to experienced industry professionals to share insights on what’s ahead for 2025. Our panel includes:
- Joseph Cook, Practice Group Leader: Technology, Life Sciences and Cyber Liability, The Arizona Group
- Jeff Rommel, Senior Vice President of Personal Lines Operations, Nationwide
- Jason Walker, President of Agency Revolution
AI and its impact to the industry continues to be a top topic. How have you seen agents and carriers embrace the technology?
Jeff Rommel: AI continues to transform the insurance industry by improving efficiency and allowing a greater focus on customer experience. By removing barriers that cause delays in processes such as claims, underwriting and servicing, AI enables agents and carriers to streamline routine tasks. This not only improves operational efficiency but also allows for more personalized interactions with customers.
Our PL Operations team leverages AI to quickly summarize claim statuses, enabling prompt responses to customers. AI also speeds up time-consuming tasks in the claims process, such as summarizing and documenting customer phone calls. Additionally, AI enhances our ability to quickly identify resources and improve associate efficiency through better search functionality. Furthermore, AI expedites the underwriting process by proactively identifying potential hazards for inspection and, if needed, remediation.
Joseph Cook: As you could expect, some are adopting, and some are not. Those who are adopting seem to be outpacing those who are not. AI will not replace people, but as applied mathematics can replace processes. This is not a novel thought I am offering you, this is Marshberry1 data. When they perform analytics of independent agencies all growth patterns and upper quintile performers use tools where they can and should, those struggling are still mailing handwritten paper ACORDS and faxing an EFT authorization.
When it comes to customer service in the insurance industry, what do you think are the greatest opportunities to use technology to improve the experience?
Jeff Rommel: Technology offers great opportunities to enhance customer service experiences. AI-powered chatbots and virtual assistants enhance customer service by providing instant, 24/7 support, answering routine questions, and guiding customers through processes such as filing claims or updating policies. This immediate assistance greatly improves customer satisfaction and reduces wait times.
Personalization is another key benefit, as technology leverages data-driven insights to tailor the customer experience based on individual needs. This ensures that each interaction is relevant and meaningful, fostering stronger relationships.
Joseph Cook: Asking the questions “can?” and “should?” Many implementing tech only ask if it can be done and never answer should it be. Disruption for the sake of disruption is not the answer. As great as the technology industry can be, there is certainly a mindset that exists within it to disrupt; they shake the tree without knowing what will fall then attempt to monetize what does. The rise of AI and tech within insurance that is impactful will really come when there are tech people in the room but also insurance people in the room. I can tell within 5 minutes of using a piece of tech if there were 0 insurance people in the room when it was created.
How do you think technology can be used to attract new talent to the insurance industry?
Jeff Rommel: Technology can play a pivotal role in attracting new talent to the insurance industry by creating a dynamic and appealing work environment. AI simplifies processes and automates routine tasks, allowing associates to focus on strategic and creative aspects of their roles, making work more engaging and rewarding. This shift not only enhances job satisfaction but also makes the industry more attractive to potential recruits.
Jason Walker: To attract new talent, technology can be used to modernize the perception of the insurance industry. By showcasing the industry’s use of cutting-edge technologies like AI, data analytics and digital marketing, companies can appeal to tech-savvy professionals. Offering flexible work arrangements supported by digital collaboration tools can also attract younger generations who value work-life balance and technological integration in their careers.
Are there other insurance technology trends you’re looking forward to gaining momentum going into 2025?
Jeff Rommel: As we move into 2025, there are several exciting trends on the horizon for our Personal Lines Operations team. Our focus remains on the customer and agent experience, which sets us apart from our competitors. With customer needs constantly evolving, technology provides valuable insights into what they truly want.
We will continue integrating AI into our operations, from underwriting and claims processing to aspects of customer service. This will be done in a careful balance to ensure our interactions remain personal and empathetic.
By using AI and technology thoughtfully, we can deliver a seamless and personalized experience that not only meets but exceeds our customers’ and our agents’ evolving needs.
Jason Walker: Looking ahead, the shift towards more customer-centric business models will drive innovation in user experience and engagement strategies. Agencies rely on solutions that can personalize at scale. With the introduction of AI tools and the advancement of automation, agencies are able to use data across all integrated solutions to perform right time, right place interactions. The individual clients receive a catered experience while agents ensure their entire book is managed until they re-engage.
About our panelists
Joseph Cook is a 10-year veteran of the insurance industry who has dedicated the last 5 years of his career to building a Practice Group to serve the insurance needs of the Technology Community and those interested in or currently purchasing Cyber Liability in any industry vertical. Having obtained the CYB insurance designation for Cyber Risk Management and a deep industry understanding, his expertise has led the way for The Arizona Group to become one of the largest providers of Technology and Cyber Liability Insurance in the Southwest Region. Joseph is also an active supporter of the NAU RMI Council, founding chair of Young Risk Professionals-Phoenix Chapter, A Braven Mentor and a member of the leadership team at The Arizona Group. Joseph is a retail producer with a team of 7 and a book of business over 2M in revenue.
Jeff Rommel is the Senior Vice President of Personal Lines Operations at Nationwide. He was appointed to this position in October of 2024. Prior to this role, he served as Nationwide’s Senior Vice President of Personal Lines Claims, a position he held since August of 2023. Jeff’s career with the company began in 1985 as a Claims Representative with Allied Insurance (a Nationwide company). During his time with Nationwide, he has held various leadership positions, including Regional Vice President of Allied’s Rocky Mountain Regional Office; Regional Vice President of Nationwide’s former Florida Regional Office, where he led that region’s transition from an exclusive to an independent agency model; Senior Vice President of Field Operations for Allied, Senior Vice President of Customer Service & Sales Solutions, President of Nationwide Property and Casualty Independent Distribution, Senior Vice President of Property & Casualty Staff Sales, and Senior Vice President of Personal Lines Sales and Distribution.
Jason Walker is the President of Agency Revolution (AR), which offers insurance agencies turnkey digital marketing, sales and service solutions to achieve operational efficiency and profitable growth. The AR suite includes websites, sales and service pipelines, marketing automation, texting and online review and reputation management. AR has integrated with the leading third-party agency management systems (AMS) and customer relationship management (CRM) technologies to ensure timely, relevant and personalized communications around the insured’s journey.