Republish from the special edition of Nextdeal (Issue 560)
By Laura Stavridou
In an era of instant everything — from rideshare apps to one-click shopping — today’s insurance clients expect more than just policies.
To thrive in this fast-changing environment, the use of technology should not be made for novelty’s sake but to enhance operational efficiency, and to streamline all processes, from sales and underwriting to claims handling.
Potential and existing clients want fast, convenient, personalized service from their agents. For those in the insurance industry, this shift represents both a challenge and an opportunity.
On the other hand, insurance agents seek to apply technology in their everyday work. That could allow them to direct their top talent towards high-value opportunities like customer acquisition and business development, rather than mundane tasks like record keeping.
Today, the requirement for the insurance agent is to acquire Digital-First Mindset.
Modern clients, especially Millennials and Gen Z, are digital natives. According to a 2024 report from “Accenture”, 77% of insurance customers say they are willing to switch providers for a better digital experience. Meanwhile, a Salesforce study found that 80% of consumers view the experience a company provides, as equally important as its products.
Many consumer surveys have shown that customers now expect:
- 24/7 accessibility or at least quick responses to their requests.
- Mobile-friendly communication from insurance agents.
- Transparent pricing and instant quotes.
- The documentation of the information for completing the application must be digital with e-signatures.
- Most importantly: Personalized service based on their needs and behaviours.
All of the above are great but how about the insurance as a profession. Is Insurance agent about to extinct?
I personally think that Sabine VanderLinden, CEO of Alchemy Crew and Insurtech Thought Leader, put it nicely:
“Digital tools aren’t replacing the agent — they’re empowering them. The agents who thrive are those who use technology to strengthen relationships, not replace them.”
So, what does this practically mean for agents in everyday life?
The traditional office-based, paperwork-heavy model, doesn’t cut it anymore. But the good news is agents don’t need to become tech experts — they just need to plug into the right systems.
1. Embrace Digital Communication Channels
Texting, emailing, and video calls are becoming standard. Tools like RingCentral, Zoom, or WhatsApp Business allow agents to meet clients where they are, on their phones.
If that doesn't convince you, here are some statistics: According to Podium’s 2023 Consumer Survey, 41% of insurance clients prefer to communicate via text, yet only 17% of agencies regularly use it.
2. Automate the Routine, Personalize the Rest
Use CRMs like AgencyBloc, HubSpot, or Vertafore to automate follow-ups, appointment reminders, and renewal notices. This saves time and ensures you stay top of mind, while freeing you to offer more personal attention during key moments.
3. Offer Instant Quotes
4. Go Paperless
Digital document management is a baseline expectation. Clients want the convenience of e-signatures, digital policy delivery, and secure document portals.
5. Be Proactive, Not Reactive
Use data analytics from your CRM or quoting tools to anticipate client needs, whether is adding a new coverage, or preparing for renewals. A proactive agent builds loyalty and trust.
The Human Element Still Matters
Even in a tech-driven world, clients value empathy, advice, and trust. As McKinsey noted in a 2024 report, “Human interaction remains a key differentiator in the insurance customer experience — especially during claims and complex coverage decisions.”
Bottom line
Insurance may be a centuries-old industry, but it doesn’t have to feel that way. By aligning with how clients want to communicate and buy, agents can stay relevant, competitive, and even thrive in a digital-first world.
We should find our way with technology because as Bryan Falchuk (Managing Partner, Insurance Evolution Partners) says:
“Tech does the heavy lifting. Agents do the heavy thinking.”
Just ask yourself:
Are you easy to reach?
Can prospects get quotes without delay?
Are your systems built for convenience or complexity?
If not, it’s time to upgrade. Your next client is already expecting it.
The ultimate goal is to create an environment where technology remains in the background but still operates correctly and intelligently to enhance a client’s experience.
Read below the article from the special edition of Nextdeal (Issue 560) in electronic form page 109 (click down below right to zoom in)
Laura Stavridou
Insurance Professional | Founder at Insurance Academy | Risk & Training Innovator
With over 35 years of experience in business insurance, risk analysis, and professional training, Laura Stavridou is a pioneering figure in the evolution of insurance education and digital tools. She is the founder and Head of Training & Research at Insurance Academy, where she designs applied training programs and develops algorithmic models to support business needs analysis and insurance planning.
As Lead Developer of the KeyStone Project, Laura has spearheaded the transition from traditional risk-sharing plans to innovative digital platforms for medium and large enterprises. Her leadership has also guided national and corporate training projects, including the redesign of EuroLife Cyprus’s training curriculum in 2020.
Laura’s contributions include authoring insurance education manuals adopted by the Cyprus Insurance Institute, moderating the TAC/LUTC program and co-developing the first standardized Insurance Protocol in Greece.
Her academic background in Economics (University of Athens), along with certifications such as LUTCF and SIMCA, reinforce her credibility as both a thought leader and practitioner in the insurance space.
A consistent advocate for insurance literacy and professional excellence, Laura continues to blend innovation with education in shaping the future of the industry.
