By Roger Lear
You may have heard, but artificial intelligence is transforming nearly every aspect of the insurance industry. From underwriting to claims adjusting, processes once thought to require human judgment alone are being supercharged by AI. Human resources is no exception. Tools that scan resumes, onboard new hires, and answer employee benefit questions are already in place at many carriers and brokers.
The big question you may be asking is what so many are asking: Will AI eliminate your job? The short answer is no, but your job will change forever.
Insurance companies, both large carriers and regional brokers, are already leveraging AI to streamline many HR processes, including:
- Recruiting & Talent Acquisition: AI-powered platforms help screen massive volumes of resumes for claims adjusters, underwriters, and sales reps. Some carriers use chatbots to pre-qualify applicants, schedule interviews, and even draft job postings.
- Onboarding & Employee Support: We have noticed an increase in the use of chatbots to answer repetitive HR questions, ranging from explaining commission structures to clarifying PTO policies. This allows HR teams to focus less on administration and more on improving the employee experience.
- Training & Development: AI tools recommend personalized learning paths. For example, a producer looking to move into a commercial lines role might automatically receive targeted training modules based on performance data and skill gaps.
Even with these advances, the human side of HR in insurance is irreplaceable. AI can process data, but it cannot build trust. Insurance is a relationship driven business, and the same principle applies within the organization. Coaching a struggling claims team, resolving a conflict between a producer and an account manager, or leading a new company initiative requires emotional intelligence and cultural understanding that no algorithm can replicate.
Just as importantly, insurance HR leaders must act as the ethical gatekeepers for the deployment of AI. Bias in AI hiring systems is a real risk. Carriers and agencies will rely on HR to ensure that technology remains fair, transparent, and compliant with labor laws and industry regulations.
Make no mistake. The HR leaders who will thrive in insurance are those who evolve alongside AI. Here are some ways you may be taking advantage of this new superpower.
- Embrace the Tools: Learn and adopt AI recruiting and people analytics platforms. Mastering these makes you invaluable to your leadership team.
- Utilize Data to Inform Workforce Planning: Platforms are being leveraged to forecast retirements, pinpoint turnover risk in claims, and assess engagement across agency branches. Much of this data will be readily available at your fingertips.
- Double Down on Human Skills (soft skills): Empathy, communication, and leadership remain critical. Focus on coaching managers and building resilient teams. Remember, AI has zero empathy.
- Be the Ethics Voice: Lead conversations about fair, responsible use of AI in hiring and performance management.
So, if you had to see your future job description in the insurance industry, this is what it might look like.
Title: People & AI Strategy Partner (Insurance)
- Use AI to analyze workforce trends (e.g., producer turnover, claims staffing needs).
- Partner with managers to coach, mentor, and foster a strong culture.
- Oversee HR tech to ensure compliance, fairness, and accuracy.
- Lead change management when new automation tools are introduced.
AI is not the end of HR in insurance; it’s the evolution of it (remember the beginning of the internet?). By removing repetitive tasks, AI enables HR professionals to focus on what matters most: people. The carriers and agencies that thrive will be those where HR leaders embrace AI as a partner, not a threat.
HR careers in the insurance industry are on the rise!