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Share A guide to actionable AI for insurance agents February 17, 2026 Advancements in insurance technology and evolving client expectations are shaping changes to the industry. With the potential efficiency gains through automation, machine learning and now artificial intelligence (AI), it may be time to introduce, or revisit integrating these technologies into your business to deliver improved client experiences. According to global research and advisory firm Forrester1, generative AI is being widely adopted and explored by enterprises and consumers alike, and it will have a significant impact on business processes and customer expectations as investment in generative AI continues to increase. At the end of 2025, a quarter (24%) of principals reported they were currently investing in AI, with half (48%) planning to within the next year.2 When it comes to using AI for insurance, from summary capabilities, text-to-image or video generators, coding and customer service assistance, it’s easy to get lost in the many possible use cases and new applications. This guide will walk through the basics and includes resources to help you understand the technology and get started. Part 1: Understanding AI and its role in insurance Actionable AI glossary Artificial intelligence: Leverages computers and machines to mimic the problem-solving and decision-making capabilities of the human mind. Machine Learning (ML): A subset of AI that allows computers to learn from data and improve their performance over time without being explicitly programmed. Natural Language Processing (NLP): A field of AI that focuses on the interaction between computers and human languages. It enables computers to understand, interpret, and generate human language in a valuable way. Large Language Models (LLM): A type of machine learning model that can understand and generate human-like language. It works by estimating the probability of a word or sequence of words occurring within a longer sequence of words. LLMs are trained on immense amounts of data, making them capable of performing a wide range of tasks such as generating text, translating languages, and answering questions. Traditional AI: Focuses on analyzing historical data and making future numeric predictions. As AI evolves, there are maturity levels with differing levels of complexity. Generative AI: Refers to the type of algorithms that can create content, such as text, images, or videos, by learning patterns from a given dataset and generating new, similar instances of data. Agentic AI: Capable of analyzing data, identifying patterns, and executing tasks independently. How AI is transforming the insurance industry In daily operations, AI aids with efficiency and accuracy by automating tasks like data entry and claims processing. Through integration of real-time analytics across platforms, customers can have a more seamless and personalized experience. Larger industry-wide impacts include enabling prediction and prevention by analyzing data to make informed decisions around improving risk prevention strategies. Read more: AI innovations transforming the insurance industry Nationwide’s AI development timeline With the recent buzz around generative AI, it’s easy to think the tech seemingly appeared out of nowhere, but at Nationwide, AI and machine learning have been thoughtfully utilized for over a decade. The journey continues as Nationwide announced the investment of $1.5 billion through 2028 in technology innovation initiatives, with $100M earmarked for advancing AI each year for the next three years. “The world is in the next industrial revolution. It’s happening now, and it’s powered by artificial intelligence that is transforming how all of us work.” Nationwide CEO Kirt Walker. How Nationwide is using AI today: P&C Claims Log Notes uses generative AI tools to summarize thousands of claims weekly, accelerating service delivery and enhancing clarity for members. This allows our claims associates to listen and engage, showing empathy, critical evaluation and judgement rather than sifting through claims files. Nationwide Pet HealthZone incorporated generative AI to develop breed-specific information about specific pet health risks using claims data. View the infographic: A history of Nationwide’s AI journey Navigating AI: New breakthroughs and economic trends According to Chief Economist Kathy Bostjancic and Nationwide Financial Markets Economist Oren Klachkin, a significant share of U.S. economic growth, corporate spending plans and equity market performance are accounted for in investment in AI and data centers. Looking at 2026, economic growth will be reliant on the persistency of enthusiasm for AI. Read more: AI investment’s outsized economic boost Part 2: Getting started with AI for insurance Watch the webinar: Harnessing AI for sales and service How agents are implementing AI in business operations Efficiency is crucial for maintaining a competitive edge. Between balancing client needs, administrative duties and the quest for new business, AI has emerged as a powerful ally in simplifying operations. Let’s explore some examples. Client meetings: Managing client meetings can be a time-consuming endeavor, with the challenges of coordinating schedules and ensuring accurate record-keeping. AI-driven scheduling and notetaking tools are revolutionizing this process by optimizing appointment times and reducing the need for back-and-forth communication. Smart scheduling systems can analyze calendars and propose the most convenient times for meetings, which helps minimize scheduling conflicts and enhancing efficiency. During video meetings, AI tools assist with facilitation by providing real-time transcription services. This allows attendees to focus on the discussion while automated notes capture and organize the content of meetings, highlighting key points and action items for easy reference. This not only saves time but also improves the quality of follow-ups and client interactions. Be sure that clients agree to the use of the tool. Document management: Sorting, filing and retrieving documents are essential yet time-consuming tasks. AI systems help organize documents into general categories, making retrieval faster and more efficient. AI also assists in creating templates for frequently used documents, standardizing processes and ensuring consistency. Additionally, AI provides high-level summaries of documents and filters results based on specific criteria. This capability is particularly useful when dealing with large volumes of information, as it saves time and focuses on the most relevant data. Websites: Your agency’s website is often a client destination. AI is empowered to handle frontline communications, performing intake and routing inquiries to the correct team members and points of contact. AI-powered chatbots provide immediate responses to common inquiries, enhancing client satisfaction by delivering timely information and assistance. In addition to chat, AI automates text communication by sending updates and reminders to clients. This ensures that interactions are timely and relevant, fostering better client relationships. Voice AI solutions further enhance communication by answering and routing calls through AI assistants, ensuring that clients are directed to the appropriate resources without delay. Client service process and queries: In the realm of client service, daily processes, ranging from responding to inquiries to managing follow-ups, could potentially benefit from AI integration. To determine where AI can add the most value, evaluating tasks that are repetitive, time-consuming or prone to error, such as drafting responses or categorizing queries. Once service processes have been identified and mapped out all, a library of helpful content for AI to draw from can be created. This repository serves as a resource for AI to generate initial drafts for client interactions, ensuring consistency and accuracy in responses. It is important to note that AI should not be treated as the ultimate authority in client communications. While it provides a valuable first draft, agents must exercise oversight to ensure accuracy and relevance. AI can occasionally produce errors, hallucinate or provide incorrect guidance. Therefore, it is essential to review and refine AI-generated content to maintain the quality and integrity of client interactions. Be sure that clients understand how AI is used, and that all client data is appropriately secured. This oversight ensures that AI remains a tool to enhance—not replace—human judgment and expertise. Example prompts to personalize the client journey. Part 3: Continuing the journey with AI for insurance agents With the rapid speed of this new technology, we know there’s still much to learn and discover. How can you remain at the forefront of AI advancements? Here are some strategies: Continuous learning Participate in industry conferences: Tech-centric sections of insurance conferences can provide deep insights into the latest AI trends. Online courses: Websites like Coursera or edX offer courses specifically designed to help you understand AI’s role in insurance. Stay connected: Bookmark our Agency Forward technology page for continuous updates on AI and other tech impacting the industry. Networking Join professional groups: Social platforms like LinkedIn have groups dedicated to AI in insurance, serving as hubs for sharing insights and developments. Cross-industry engagement: Engage with professionals from the tech industry to understand the capabilities and limitations of current AI tools. Research and development In-house experiments: Conduct pilot projects with AI tools to understand their practical application and impact on your business. For the insurance industry, the shift towards AI has the capability to aid with greater efficiency, better risk management and superior client experience. By staying informed about AI technologies, you’re not just adapting to the current trends but preparing for a future where automation and human expertise combine to shape the next era of the insurance industry. Citations/Disclaimer: 1 Forrester – Generative AI Insights – Tech, Risk, Marketing, And More 2 Nationwide Economic Pressures Survey Report: Business Owner & Agent Insights, Dec. 2025 Share
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