The insurance industry, once defined by mountains of paperwork and face-to-face meetings, is being transformed by artificial intelligence (AI). From processing claims in seconds to analyzing risk factors with pinpoint precision, AI is rapidly changing how insurance works. For many, the convenience is undeniable. But while AI offers efficiency, speed, and data-driven accuracy, there’s one area where it falls short: the personal touch that comes from human advisors who know you, your needs, and your goals.
Andrew Smith, who heads Andrew Smith Insurance Inc., a branch of The Co-operators, has seen firsthand how AI is reshaping his industry. “AI is a great tool,” says Smith, “but it doesn’t understand the complexities of someone’s life. When it comes to big decisions like protecting your family, AI can’t replace the value of a conversation.”
Andrew Smith, dedicated insurance advisor and head of Andrew Smith Insurance Inc.
AI is making waves by streamlining processes that once took weeks, even months. Need an insurance quote? AI algorithms can assess your driving habits, credit score, and even social media activity to generate a personalized policy in minutes. Filing a claim after an accident? AI-powered apps can evaluate damage using just a few photos, often approving payouts almost instantly. It’s fast, efficient, and available 24/7.
But this speed comes with a trade-off. In the race to automate everything, insurers may lose sight of the individual. “The biggest flaw with AI is that it’s impersonal,” explains Smith. “It can recommend products based on data, but it doesn’t know your life. It doesn’t ask about your future plans or the specifics of your family’s needs.”
Insurance, after all, is about protecting what matters most. And while AI can help identify trends and predict risks, it can’t interpret the emotional or situational factors that often shape insurance decisions. “A bot might tell you that you qualify for a lower premium, but it won’t sit down with you and explain what that actually means in the long run,” Smith says.
For Smith and his team, providing personalized service is about more than just offering policies—it’s about building trust. “Insurance is deeply personal,” he explains. “When you’re buying coverage, you’re thinking about your family, your business, your future. AI can’t understand the weight of those decisions.” Smith’s approach emphasizes a holistic review of each client’s life, rather than just their data points. His team takes the time to consider long-term goals, risks, and even the unexpected twists that life throws at us.
As AI continues to revolutionize the insurance industry, Smith believes the future lies in a balance. “AI is a tool—it’s not the whole solution,” he says. “We use it to enhance what we do, but at the end of the day, people still need real conversations, real advice, and real understanding.”
In a world that increasingly relies on algorithms and automation, Andrew Smith’s philosophy stands out: personalized service still matters, and when it comes to protecting your most important assets, there’s no substitute for a human connection.
