From accelerating decision-making to streamlining operations, artificial intelligence (AI) promises a future where insurance brokers can deliver sharper insights faster than ever before.
Yet, as powerful as these tools may be, insurance remains, at its core, a people business. As AI develops, the fundamental question becomes: How can intermediaries strike a balance between new technology and their human expertise?
According to Jimmishea O’Lee (pictured), West Region Middle Market Property Leader at Aon in Los Angeles, the real opportunity lies not in replacing human expertise, but in enhancing it. This will help brokers build trust, confidence, and long-term relationships in an era where clients expect both speed and clarity.
“AI is going to revolutionize the insurance industry because we now have something we can truly depend on,” O’Lee said. “It’ll help us move at a faster pace while making more accurate decisions. But you can’t depend on AI for everything. You still need a solid foundation in your practice.”
Insurance often overwhelms clients with technical language, complicated policies, and unfamiliar financial implications. O’Lee said AI tools are helping brokers change that.
At Aon, for example, brokers can plug a client’s schedule of values or exposure data into advanced analytics systems. Within hours, the tools can generate modeling results, financial recovery projections, and visualizations that turn abstract concepts into tangible insights.
“You’re able to demonstrate in a pictorial form where it’s easy for the insured, who may not really have a background in insurance, to understand,” O’Lee said. “You’re not just having a one-on-one conversation where they need to trust your word. You can actually show them how their purchase will affect their balance sheet. That builds trust a lot faster.”
In a fast-paced business world, clarity and speed are critical. O’Lee said AI helps deliver both, but the broker’s ability to interpret and communicate those insights is what makes them meaningful.
Still, O’Lee is quick to emphasize that AI is not a substitute for human connection. Technology may streamline processes, but the broker’s role as educator, advisor, and relationship-builder remains essential.
“The technology makes our jobs more engaging because we can bring policies to life,” O’Lee said, “but at the end of the day, it takes the right person to translate that into confidence for the client sitting across the table.”
This balance between technology and humanity is where she sees the industry heading. While automation and predictive analytics may reduce the need for certain roles, brokers will always be needed to interpret, contextualize, and communicate results.
“Insurance will evolve,” O’Lee said. “But it will always be a fundamentally people-driven business.”
For leaders, the challenge is not just adopting AI, but preparing teams to use it effectively. O’Lee said that means regular training, ongoing conversations, and balancing digital tools with face-to-face collaboration.
“Sometimes we assume if no one is asking questions, (colleagues) understand, but that’s not always the case,” she said. “It still takes face-to-face contact to really build trust. You have to make AI part of the regular conversation while also keeping that human connection alive.”
O’Lee added that embracing AI is also an opportunity for career growth. Leaders who adapt quickly and help their teams do the same can accelerate development. “If we step in front of it and use it in our daily work, then the folks (we're training) will hit their milestones faster,” she said.
Looking ahead, she envisions an industry where automation plays a much larger role in underwriting, quoting, and analysis. But she insisted that the need for brokers to explain, interpret, and build connections will remain. For O’Lee, this duality – embracing efficiency while safeguarding relationships – is what makes insurance both challenging and rewarding in the era of AI.
“You’ll always need someone to connect the dots for the client,” she said. “Technology will streamline the process, but engagement and explanation will always matter.”
O’Lee will share more of her insights as a panelist at the Women in Insurance Summit Los Angeles, taking place in October 2025.
The summit will gather trailblazing leaders to discuss the evolving role of women in the industry, the impact of emerging technologies, and the future of insurance leadership.
Attendees will gain valuable perspectives on how to navigate an AI-driven industry while staying true to the human values that underpin lasting client relationships.
For brokers, underwriters, and industry professionals alike, it’s a unique opportunity to learn, connect, and shape the future of insurance.
Learn more about Women in Insurance Summit Los Angeles and register here.
