In an age where artificial intelligence can generate insurance quotes in seconds and comparison websites make it easier than ever to explore coverage options, it’s understandable that many people are asking: Do we still need insurance agents today?
It’s a question our very own Ryan Stueber from PNW Insurance Group recently tackled in one of his videos. During a conversation with a friend, Ryan was asked a thought-provoking question, if AI can pull quotes from a dozen or more companies in just a few clicks, what’s the point of having an agent anymore?
It’s a valid point, and one worth exploring. While technology has certainly transformed how people shop for and manage their insurance, there are still many areas where human expertise, personalized guidance, and real advocacy make a meaningful difference. In fact, as Ryan explains, the role of an insurance agent may be evolving to become even more valuable.
What Sets True Insurance Agents Apart
An insurance salesperson might help you purchase a policy quickly. An insurance agent, on the other hand, can help you shape a protection plan that may grow and adapt alongside you.
What you often gain with an agent:
- Advisory-first approach: A good agent doesn’t start with price, they start with you. They’ll usually take time to understand your goals, assets, and any upcoming changes before recommending coverage. The result is a plan that feels tailored rather than transactional.
- Clarity in plain language: Policies can be complex, but a good agent works to explain endorsements, exclusions, deductibles, and limits in ways that make sense in everyday terms.
- Personalized, local support: You’ll likely have access to a real team who knows your background, manages updates promptly, and helps maintain consistency over time.
- Proactive reviews: Many agents offer regular check-ins typically every year or two, and may also reach out after major life or business changes to help ensure no gaps go unnoticed.
- Smarter claims guidance: A trusted agent can help you decide when it makes sense to file a claim, how to document it, and what to expect throughout the process, helping you protect both coverage and long-term costs.
- Claims advocacy: When claims get complicated, an agent can serve as your advocate, coordinating next steps, clarifying terms, and following up until resolution.
- Technology with expertise: The best agents embrace modern tools, quick quotes, digital forms, automated reminders, but they balance it with human judgment. Technology can show options; agents help you make sense of them.
- Lower long-term cost of risk: The goal isn’t always the cheapest premium today. It’s about smarter protection, fewer surprises, and better outcomes over time.
At the end of the day, the biggest difference often comes down to the relationship. Working with an insurance agent isn’t just about getting a policy. It’s about building an ongoing partnership with someone who understands your needs, checks in as things change, and helps you make confident decisions along the way.
AI can streamline tasks, but empathy, experience, and accountability still belong to people.
Where AI Helps and Where It Falls Short
AI is great for quick comparisons, learning terminology, and exploring general coverage options. It’s fast, efficient, and available anytime.
But AI can miss nuance and accountability. It may not recognize that a new driver in your household or a recent remodel could impact your coverage. It won’t follow up to clarify a claims decision or advocate for corrections when something’s misunderstood.
Think of it this way: AI accelerates tasks, but agents help manage outcomes.
- Compare basics quickly: premiums, deductibles, and visible features.
- Organize information: gather VINs, roof age, photos, and loss notes into a clear checklist.
- Prep smarter questions: build a list of what to ask about things like PIP/MedPay, UM/UIM, water backup, or umbrella coverage.
- Summarize documents: turn leases, lender requirements, and COIs into digestible bullet points you can act on
- Context gaps: it usually won’t know your full financial picture, contract requirements, or risk comfort unless you feed it exact details.
- Hidden exposures: things like a teen driver, short-term rental, remodel, or even a new pet can change your risk in ways AI might miss.
- Contract compliance: terms like additional insured, primary and noncontributory, or waiver of subrogation can be tricky without human review.
- Claims accountability: AI can’t follow up with adjusters, correct misinterpretations, or step in if something stalls.
If it’s about shopping or learning, AI is a great place to start.
If it impacts coverage design, contracts, or claims, it’s usually best to call your agent.
Quick Plays to Try
- Before buying: have AI draft a one-page profile of your assets and recent changes, then walk through it with your agent.
- Before renewal: use AI to list any life updates from the past year, then ask your agent to outline Good, Better, Best options.
- Before filing a claim: ask AI for a documentation checklist, then talk to your agent about rating impact and next steps.
Learn More From the PNW Team on YouTube
Want to learn more? Ryan Stueber, Co-Founder of PNW Insurance Group, shares a video on this very topic over on our YouTube channel. Watch the full video here.
While you’re there, you’ll also find other helpful discussions on insurance-related situations that might come up in everyday life. It’s a great way to stay informed and get practical tips all in one place.
Let’s Make Sure You’re Protected
Every policy tells a story, your home, your work, your family, your plans. Make sure it’s one that holds up when it matters most.
Talk with your insurance agent, or reach out to our team to review your coverage and explore ways to strengthen your protection strategy.
If you’re in the Pacific Northwest, we proudly serve clients across Washington, Oregon, Idaho, Montana, and Arizona.
A quick conversation today can help prevent the wrong kind of surprises tomorrow.