Predictions of AI-driven job losses range from 10-15% of existing roles by 2031 to a 30% unemployment spike within two to five years. For front-line insurance account managers and CSRs in independent agencies, the outlook is more nuanced: automation will swallow repeatable tasks, but roles built on client relationships and complex advisory work look set to endure.
"I think we're going to see a lot more layoffs because of AI," Ryan Hanley, president of Linqura AI, told Insurance Journal. "Any person doing 'repeatable tasks' is at risk."
Kasey Conners, executive director of the Agents Council for Technology at the Big "I," said many traditional account manager duties - certificates, endorsements, renewal follow-ups, policy reconciliation - could be automated. "There's definitely concern about job elimination in these areas, but right now, nobody has really figured out the exact areas to be concerned about," she said. Conners drew a line between account services coordination and the client advisor function. "That's not going to go away."
Automation targets the backroom, not the boardroom
Mary Newgard, partner at Capstone Search Group, said agency owners are largely optimistic that AI will cut the cost of behind-the-scenes processing. "It's costly for agencies to manage behind-the-scenes processing, whether they choose to do so in-house or outsource. If AI can assume those service functions, then agencies stand to save a lot of time and money paying people to do those tasks."
Yet agencies do not expect AI to replace any service position that "heavily interacts with clients." Newgard said roles that are client-engaging or client-facing - building relationships, strategizing on coverage, handling complex issues, recommending policy enhancements - are not easily replicated by technology. She advised CSRs and account managers to "do everything possible to ensure what they bring to their role includes a lot of client interaction and engagement in diverse and impactful ways that can't be easily replaced by technology."
Three MVPs on AI as a partner, not a replacement
Michelle Salow, an executive account manager at Heffernan, described how AI has transformed her workflow. Early in her career, endorsements were manually typed, printed, and mailed. Now, AI handles initial phases of proposals, policy checks, premium comparisons, and loss summaries. "It'll spit out those comparisons or some loss tables, find loss trends, and then we're just taking that information and reviewing it for accuracy. It's a much quicker way to get all the tedious work done," she said. Despite the efficiency gains, Salow sees no threat to her role. "Our clients still very much engage on a very regular basis with us, and so AI can't do that personal touch."
Kimberly Garza, a senior commercial lines CSR at Higginbotham with 38 years in the industry, was initially skeptical of AI policy checking. "At first, I thought, 'Oh no, this is not for me,' but now I love it." The tool cross-checks policies against proposals and the agency management system, eliminating manual entry. Garza said the client relationship remains paramount. "Even with AI, you're still going to need that human contact to maintain your current clients and also to get new clients."
Ashley Zumbado, a senior account manager for private client services at Acrisure, actively researches how AI can reduce administrative burdens in the high-net-worth space. "Technology and AI - it's our partner, and it's not against us," she said. Insurance is complex, she noted, and AI fails in complex situations. "Where AI fails, this is where we have to connect the dots. The first is the relationship." She urged other account managers to immerse themselves in AI's capabilities and step in where it falls short. "We are the relationship builders, and that is how we're going to keep our clients."
Why this matters for Management
The data points to a clear divide: administrative processing is ripe for automation, while advisory and relationship-driven work remains a human domain. For managers overseeing account teams, the priority should be shifting talent toward client engagement, complex problem-solving, and strategic consulting. Investing in AI for Management training can help leaders guide their teams through the transition, ensuring staff understand the tools without losing the personal touch that clients value.
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