The value of professional advice in the insurance industry has never been more important, as technology changes how clients research and purchase insurance. This topic will be discussed at an upcoming panel session at the Broker Expo 2026, where experts will share their insights on the role of human expertise in the age of AI.
Elmore Insurance Brokers recently handled a directors’ and officers’ claim worth around €7m (£6m). The key issue for the directors was whether the policy would respond. Founder Simon Gilbert says his team is confident that the decisions taken over wording, terms, and conditions mean the client has the right protection in place.
Gilbert notes that insurance is a unique product, built on trust from the beginning. “It’s one you never want to use, and that’s why it’s built on trust from the beginning,” he says. “But when you do want to use it, by God, do you want to use it.”
Human Expertise vs. AI
Automation and artificial intelligence may have major benefits, but handling a claim like the one handled by Elmore’s brokers ultimately comes down to a client trusting their experience, judgment, and skill. John Warburton, CEO of Konsileo, agrees that AI can pave the way for more meaningful human broking.
Warburton says that AI can take the assembly work off brokers, allowing them to spend more time with clients or concentrate on getting the market placement right and articulating the risk clearly to underwriters.
However, Gilbert stresses the need for humans to hold the context. While AI can provide definitions and generate perspectives, it’s up to humans to put that information into context and make judgment calls. This is particularly important when it comes to claims, where the ability to understand the wider considerations is essential.
Robert Brown, director at Brand Brown, warns of an overload of AI-generated material that adds little value. He notes that brokers need to be able to challenge AI output and provide clients with something useful to think about. This requires experience, knowledge of clients, and expertise, which are essential in making a broker’s content and brand different and relevant.
The ability to challenge AI output is increasingly important, particularly for junior staff still developing their judgment. Gilbert argues that without sufficient training, junior staff should not be allowed to accept every output a model might give without having suitable training and context to make those decisions.
The Pace of Adoption
There is also a risk that brokers adopt AI and automation too quickly, ahead of the wider market. Human judgment is needed in how to use the technology and the pace of adoption. Gilbert explains that automating all processes is not enough if counterparties are not also using the technology.
Warburton agrees that brokers can get caught offside when their systems and data are not ready. He notes that his company’s platform allows for more extensive and safer use of AI across all data, whereas most brokers are stuck with data silos or experimenting unsafely at the edges.
Steve Smith, sales and marketing director at SSP UK&I, says: “Clients now expect speed and accessibility, and brokers who use AI well can meet that expectation. But automation should support the advice process, not replace it.”
Challenges and Opportunities
The Broker Expo 2026 will host a panel session to discuss the role of human expertise in the age of AI, and the importance of professional advice in the insurance industry. The session will take place at 11:45 AM – 12:15 PM on the Business Placing Broker Stage.