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Published on October 14, 2025
9-minute video
Mark Schauss (Chief Underwriting Officer, Wholesale and Specialty) and Chelsea Bowman (Director, Business Development) break down how technology has shaped—and continues to reshape—the insurance industry, while emphasizing the importance of relationships and the human touch.
Key insights:
A decade of change
Technology has advanced rapidly, but the insurance industry’s complexity and regulation have tempered the sweeping disruption many once expected. What started with the rise of online portals evolved into API integrations that help systems communicate seamlessly—and today, the focus is on streamlining processes and making things simpler and more efficient for both agents and policyholders.
Post-COVID reset
Remote work and digital communication changed how insurers engage with producer partners—but now there’s a renewed focus on rebuilding strong, face-to-face relationships and accountability.
Balancing tech and human connection
While technology supports speed and convenience, the “last mile” of insurance—understanding client needs, building trust, and closing deals—still depends on confident, knowledgeable people.
Watch the full interview above to see why focusing on the fundamentals of insurance—listening, creative underwriting, and fast, exceptional service—can make all the difference in building strong client relationships.
