Making Automation Work for Agents

Why It Matters

Automation that enhances speed and consistency while preserving human relationships can boost carrier competitiveness and agent loyalty, directly impacting market share in a rapidly digitizing insurance landscape.

Key Takeaways

• Ease of business drives automation strategy for Philadelphia Insurance.
• Automation reduces double entry, speeds submissions and quoting.
• Over‑automation risks eroding personal relationships and transparency within carriers.
• Focus areas: intake, appetite checks, AI‑enhanced self‑service platforms.
• AI models improve underwriting analysis and first‑notice‑of‑loss handling.

Summary

The interview with Brent Skyles, chief transformation officer at Philadelphia Insurance Companies, explores how automation is reshaping carrier‑agent interactions and why "ease of doing business" sits at the core of the firm’s digital agenda.

Skyles explains that automation is pursued to cut friction—eliminating double‑entry, streamlining submission intake, and delivering consistent quoting responses. The company gathers feedback through surveys, Net Promoter Scores, and an agency technology panel that co‑creates proofs of concept, ensuring new tools truly benefit agents.

Concrete successes include large‑language‑model analysis of complex submissions, which distills underwriting data for faster decisions, and AI‑driven first‑notice‑of‑loss processing that routes claims to adjusters more quickly. In the BOP market, an automation‑first approach has yielded a faster, easier, and more predictable experience for partners.

Skyles warns against over‑automation that can obscure decision logic or replace human interaction, emphasizing the need for transparency and relationship‑centric service. For insurers, balancing efficiency with personal touch will determine competitive advantage as AI becomes ubiquitous.

Original Description

Philadelphia Insurance Cos. is leveraging automation and AI to streamline operations and strengthen agent relationships—all while maintaining the flexibility needed for complex risks. Brent Skiles, chief transformation officer, discusses how the company is balancing efficiency with flexibility in a rapidly evolving market.