The Urgent Challenge: Workforce Gaps That Are Holding Brokers Back

The Urgent Challenge: Workforce Gaps That Are Holding Brokers Back

Commercial insurance brokers are drowning in demand—but not because of client interest. The real bottleneck? A shrinking talent pool. With 74% of companies struggling to scale AI value and over 50% of a broker’s time spent on administrative tasks, the workforce gap isn’t just a hiring issue—it’s a service delivery crisis.

Staffing shortages in underwriting, claims processing, and client management are creating delays, missed opportunities, and eroding client trust. As expectations for speed and personalization rise, brokers are stretched thin—unable to scale without hiring, which remains nearly impossible in today’s tight labor market.

• 74% of companies struggle to scale AI value – Boston Consulting Group (BCG), October 2024
• Over 50% of a broker’s time spent on administrative tasks – Fall Line Specialty
• Only 7% of insurers successfully scale AI beyond pilots – Sixfold, 2025
• 84% of insurers use AI in some capacity – Sonant AI, 2025
• Claims processing time reduced by up to 60% – CloudTalk, 2025

These numbers reveal a painful truth: brokers aren’t failing because they lack tools—they’re failing because they lack capacity. And while AI adoption is accelerating, most firms are stuck in pilot purgatory, unable to move beyond small experiments.

Take O’Connor Insurance, for example. Before deploying AI, their team was overwhelmed with follow-ups and data entry. After implementing an AI receptionist, they saw a 100% call answer rate—up from as low as 12%—and saved 58+ hours per month. But even with proven results, scaling remains a hurdle without a structured strategy.

The root cause? Pilot programs that replicate old workflows instead of reimagining them. As Fall Line Specialty warns, many brokerages fall into the “automation trap,” using AI to do the same things faster—rather than freeing humans for higher-value work.

This is where the real transformation begins. The most successful brokers aren’t just automating tasks—they’re redefining roles. By offloading repetitive work to AI, agents shift from transactional executors to strategic advisors, focusing on risk planning, complex underwriting, and building trust.

The next step? A phased, human-centered rollout. Start with one high-impact use case—like an AI receptionist or document processor—integrate it with your existing AMS, and measure impact before expanding.

This isn’t about replacing people. It’s about empowering them. As Michelle O’Connor put it:

"Quinn provides somebody on my team that doesn't take PTO. Her kid's not sick. She doesn't have a down day."

That’s the future: AI as a tireless, reliable employee—freeing humans to do what only humans can do.

The AI Solution: How AI Employees Are Becoming Force Multipliers

The AI Solution: How AI Employees Are Becoming Force Multipliers

In a commercial insurance brokerage where every minute counts and client expectations are soaring, AI employees are no longer a futuristic concept—they’re a strategic necessity. With staffing gaps in underwriting, claims, and client management creating bottlenecks, forward-thinking brokers are turning to AI not to replace humans, but to amplify their teams’ capacity, speed, and precision.

AI isn’t just automating tasks—it’s transforming workflows. Early adopters report up to 8X ROI in 30 days, 30% productivity gains, and 60–75% reductions in claims processing time and costs. These aren’t hypotheticals. Real brokerages are already seeing results.

• 100% call answer rate with AI receptionists (vs. as low as 12% pre-AI)
• Underwriting decisions made in under 13 minutes, down from 3–5 days
• 70% reduction in manual data entry via AI document processing
• 58+ hours saved per month for agents at O’Connor Insurance
• 600% ROI in the first month for one agency using AI receptionists

“Quinn provides somebody on my team that doesn’t take PTO. Her kid’s not sick. She doesn’t have a down day.” – Michelle O’Connor, O’Connor Insurance

This isn’t about replacing people—it’s about freeing humans from repetitive work so they can focus on high-value advisory roles. As AI handles follow-ups, document collection, and initial client inquiries, agents shift from transactional executors to trusted strategists.

One brokerage, BIG Pickering Insurance, achieved 600% ROI in just one month by deploying AI to manage lead qualification and renewal reminders. The AI worked 24/7—no breaks, no burnout—while agents focused on complex risk assessments and client relationships.

The key to success? Start small, integrate deeply, and scale wisely. The most successful AI integrations begin with a single, high-impact use case—like an AI receptionist or automated document processor—then expand into underwriting and claims workflows.

And the future isn’t about choosing between human and machine. It’s about human + AI collaboration, where judgment, empathy, and strategy meet speed, scalability, and consistency. With the right tools and strategy, AI doesn’t just solve today’s staffing crisis—it future-proofs your brokerage.

How to Implement AI Without the Pitfalls: A Step-by-Step Guide

How to Implement AI Without the Pitfalls: A Step-by-Step Guide

The commercial insurance brokerage landscape is under pressure—staffing gaps, rising client expectations, and administrative overload are straining teams. But AI isn’t a silver bullet. The real challenge isn’t if you adopt AI, but how. The most successful brokers don’t rush in. They follow a phased, human-centered approach that prioritizes integration, oversight, and workflow redesign—ensuring AI enhances, rather than disrupts, their operations.

Start small. Focus on low-risk, high-impact tasks where AI can deliver immediate value without overhauling your entire system. According to Sonant AI, 84% of insurers are already using AI, but only 7% successfully scale beyond pilots—highlighting that strategy, not tools, makes the difference.

Begin by mapping your team’s workflow to pinpoint tasks that consume time but offer little strategic value. These are your prime candidates for AI augmentation.

• AI receptionists answering 100% of calls (vs. 12% pre-AI)
• Automated document collection reducing manual data entry by 70%
• Lead qualification and follow-up sequences
• Renewal reminders and policy status updates
• Claims intake and initial triage

Example: O’Connor Insurance deployed an AI receptionist named Quinn, which handled 58+ hours/month of inbound calls—freeing agents for advisory work. The firm reported 600% ROI in the first month.

This isn’t about replacing humans—it’s about redeploying talent. As Michelle O’Connor noted, “Quinn provides somebody on my team that doesn’t take PTO.”

Avoid data silos and compliance risks by selecting AI tools that integrate seamlessly with your existing Agency Management System (AMS) and CRM. Sonant AI emphasizes that native integration with platforms like Momentum, EZLynx, and Salesforce eliminates duplication and ensures audit readiness.

• Use tools that sync with your AMS to auto-populate client records
• Ensure AI handles data securely, with role-based access and encryption
• Prioritize platforms with human-in-the-loop (HITL) controls for high-stakes decisions

Insight: Only 7% of insurers scale AI successfully—not due to technology, but because of workflow disruption. A phased rollout with integration at its core prevents this.

Instead of building from scratch, consider managed AI employees—fully trained, compliant, and ready to deploy. AIQ Labs offers managed AI employees for $599/month, handling tasks like lead qualification, document processing, and client follow-ups—24/7, without burnout.

• Start with an AI receptionist or lead qualifier
• Measure impact: call answer rate, lead conversion, time saved
• Gather team feedback before scaling

This reduces friction and accelerates adoption. As Sixfold’s Jane Tran warns, “Most AI pilots fail because they ignore that underwriting is complex and takes years to build expertise.” Start simple, then expand.

Scaling AI isn’t about adding more bots—it’s about reimagining workflows. Use AI transformation consulting to assess readiness, define a roadmap, and align AI with long-term goals. AIQ Labs’ six-pillar framework includes governance, adoption, and innovation—ensuring sustainable impact.

Final tip: The future of brokerage isn’t human vs. AI—it’s human + AI, where agents focus on judgment, empathy, and strategy, while AI handles the repetitive.

Next, explore how to build a sustainable AI strategy that grows with your business—without sacrificing control or compliance.

Partnering for Success: How AIQ Labs Enables Responsible AI Adoption

Partnering for Success: How AIQ Labs Enables Responsible AI Adoption

The future of commercial insurance brokerage isn’t about choosing between humans and AI—it’s about building a seamless human + AI partnership. As staffing gaps persist in underwriting, claims, and client management, brokerages need more than tools—they need trusted partners who understand both technology and the nuances of insurance workflows.

Enter AIQ Labs, a full-service AI transformation partner designed for service-based businesses that want to scale without overextending their teams. Unlike one-off vendors, AIQ Labs offers an end-to-end ecosystem that includes:

• Custom AI Development – Build AI agents tailored to your unique processes, from policy intake to renewal reminders
• Managed AI Employees – Deploy fully trained, 24/7 AI staff (e.g., receptionists, lead qualifiers) with no hiring overhead
• AI Transformation Consulting – A structured six-pillar roadmap to assess readiness, define goals, and scale sustainably

“AI may change insurance, but human capital management determines its success.” — Peter McMurtrie, West Monroe

This insight underscores why partnership matters. Technology alone can’t drive transformation—culture, strategy, and execution do. AIQ Labs helps brokerages avoid the “automation trap” by focusing on workflow reimagining, not just task replication.

For brokerages drowning in administrative work—where over 50% of an agent’s time is spent on repetitive tasks—managed AI employees offer immediate relief. These aren’t generic bots; they’re trained, compliant, and integrated into existing systems like Momentum and EZLynx.

Consider the impact: - 100% call answer rate with AI receptionists (vs. 12% pre-AI)
- 58+ hours/month saved per agent, according to O’Connor Insurance
- $599/month for entry-level managed AI roles—75–85% less than human hires

“Quinn provides somebody on my team that doesn’t take PTO. Her kid’s not sick. She doesn’t have a down day.” — Michelle O’Connor, O’Connor Insurance

This isn’t just efficiency—it’s reliability. AI employees never burn out, miss deadlines, or go on vacation. They work tirelessly, ensuring no lead slips through the cracks.

Scaling AI beyond pilots is the #1 challenge—only 7% of insurers succeed. AIQ Labs addresses this with a proven, phased approach:

1. Assessment – Identify high-impact, low-risk use cases (e.g., document collection, appointment scheduling)
2. Development & Integration – Build and embed AI agents into your AMS and CRM
3. Governance & Oversight – Implement human-in-the-loop controls for compliance and accuracy
4. Adoption & Training – Equip teams with the confidence and tools to collaborate with AI
5. Innovation & Expansion – Scale to underwriting support, claims coordination, and client advisory workflows

This model aligns with Sixfold’s five-stage AI adoption framework—proven to deliver meaningful value in just 2.4 months.

Many AI platforms tie you to proprietary systems. AIQ Labs offers full ownership of your AI agents and data. You’re not locked into a single vendor. You own the code, the training, and the outcomes.

This freedom enables long-term agility—critical as regulations evolve and business needs shift.

“Organizations must rewire to capture value from AI—not just adopt tools.” — McKinsey & Company

AIQ Labs doesn’t just deliver technology. It delivers sustainable transformation—empowering brokerages to thrive in an era of labor scarcity and rising client expectations.

The next step? Start small. Prove value. Scale with confidence. With AIQ Labs, the path to responsible AI adoption is clear, supported, and built for lasting success.