Navigating the Evolving Role in Insurance Distribution
At InsurTech Insights 2025, Josh Hall, Head of Sales & Business Development, participated as a panelist in a thought-provoking session, "The Broker's Edge: Navigating the Evolving Role in Insurance Distribution."
The panel explored how technology is reshaping the role of brokers in the insurance space, equipping them with the tools they need to perform more value-adding tasks, while maintaining the human touch that is integral to customer relationships. Josh sat alongside other industry leaders, including executives from IMA Financial Group, The Baldwin Group, and Nationwide.
Deploying Technology for Better Broker Efficiency
The conversation centered on how carriers can empower brokers with advanced digital tools that enable operational efficiency. Key highlights from the discussion included:
- Data Analytics for Better Customer Segmentation: With access to more data than ever before, brokers can tailor their outreach and recommendations to individual customer needs. Josh emphasized how brokers, armed with deep customer insights, can make more informed decisions that drive better customer satisfaction and retention.
- Empathy in the Digital Age: One of the critical questions raised was whether digital tools could maintain the empathy brokers traditionally offer. Josh argued that while technology can help streamline processes, the real challenge lies in ensuring that technology supports, rather than replaces, the human side of customer interactions. Maintaining empathy is about keeping humans in the loop, even as automation and AI tools take care of the more routine tasks.
- Creating an Omni-Channel Experience: The importance of delivering a seamless, omni-channel experience was another key takeaway. As customers engage with carriers through multiple platforms—whether through a mobile app, website, or face-to-face interaction—technology must ensure that the experience is consistent across all touchpoints. Josh shared how carriers can leverage technology to create this unified experience, making it easier for customers to engage, while also giving brokers more time to focus on higher-value tasks.
Finding the Balance: Technology vs. Human Touch
One of the core questions the panel tackled was how to strike the right balance between technology and the "human in the loop." Josh shared examples of how ManageMy is helping brokers bridge the gap by using AI and automation to handle repetitive tasks, giving brokers more time to focus on building relationships with clients. He highlighted the growing need for a human element in an increasingly digital world, where empathy and personalized service are just as critical to customer loyalty as fast, efficient transactions.
As carriers continue to evolve in the digital age, sessions like these offer valuable insights. The key takeaway from Josh’s participation in this panel is clear: technology is a powerful enabler, but it must complement the human element to truly drive customer engagement and satisfaction.
At ManageMy, we are committed to empowering brokers with the tools they need to succeed in this new era of insurance distribution, all while ensuring they can maintain the personal touch that keeps customers coming back.
For more insights into the future of technology in distribution and how ManageMy is leading the way, visit us at www.managemy.com.