2026-03-31 · Source: Insurance Business UK
Summary in 3 Points • Aviva's survey shows brokers are adopting AI tools but prioritize maintaining strong client relationships • Speed and efficiency are key drivers for brokers using AI, yet they emphasize the importance of personal interaction • The London Market must balance technological advancements with the human element to meet client expectations --- A recent survey conducted by **Aviva** highlights that while brokers are increasingly embracing **AI** tools to enhance efficiency and speed, they remain committed to preserving the human touch in client relationships. The findings reveal a profession that values technological advancements but not at the expense of personal interaction, which is deemed crucial for maintaining trust and understanding client needs. Brokers are keen on leveraging **AI** to streamline processes and improve service delivery, yet they are cautious about over-reliance on technology that might undermine the personal connections they have built with clients. For the **London Insurance Market**, these insights underscore the need to strike a balance between adopting cutting-edge **AI** technologies and preserving the interpersonal aspects that define the industry. As brokers navigate this evolving landscape, they must ensure that their use of technology enhances rather than detracts from the client experience. This dual focus on efficiency and relationship-building is essential for maintaining competitiveness and meeting the evolving expectations of clients who value both speed and personalized service. **Underwriters** and **risk managers** should consider how **AI** can be integrated into their workflows to improve decision-making and risk assessment without compromising the quality of client interactions. **Brokers** are encouraged to invest in training that equips them with the skills to use **AI** effectively while maintaining strong client relationships. By fostering a culture that values both technological proficiency and human connection, the **London Market** can continue to thrive in an increasingly digital world.
For the London Insurance Market, these insights underscore the need to strike a balance between adopting cutting-edge AI technologies and preserving the interpersonal aspects that define the industry. As brokers navigate this evolving landscape, they must ensure that their use of technology enhances rather than detracts from the client experience. This dual focus on efficiency and relationship-building is essential for maintaining competitiveness and meeting the evolving expectations of clients who value both speed and personalized service.