In the AI era, where does the value of insurance agencies lie? Changes in consultations approaching Japan

"Because AI Said So": Changes in Insurance Consultation and the Remaining Role for Human Agents

"AI Told Me This Insurance Premium Is Too High"

Such exchanges are happening at insurance consultation counters. On overseas social media, there are posts expressing confusion about how to explain to customers who doubt estimates based on ChatGPT's responses. On the other hand, from the user's side, there are voices saying they use AI to decipher complex contracts.

Not only are insurance companies and agencies adopting AI, but customers seeking consultations are also using AI. This change could potentially alter how insurance is chosen and the roles expected of agents.

Using discussions in the German insurance industry as a clue, I would like to consider the issues related to insurance consultations in Japan.

The Discussion in Germany: "How to Restructure Insurance Work"

On October 20, 2026, the German specialist media AssCompact published a contribution discussing the changes in insurance brokerage work due to AI. The article was written by Tobias Knoeller of bbg Betriebsberatungs and Daniel Diakes, founder of SureIn and Modus.

The article introduces the industry event "DKM 2026," which for the first time established a specialized conference on AI called "KI-Navigator."

It is important to note that the original article is a contribution that combines industry insiders' perspectives and an introduction to the conference. It is not a study that has proven, "If you introduce AI, sales will definitely increase."

The awareness of the issue is clear. While customers demand quick and personalized responses, information organization and administrative tasks remain on the ground. The challenge is how to create room for humans to engage in consultations by utilizing AI. However, there are also challenges in implementation, such as connecting with existing systems, data quality, and handling confidential information.

Generative AI is Spreading in Europe, but "Full Automation" is Distant

It is necessary to separate industry expectations from the reality of implementation.

A survey published by the European Insurance and Occupational Pensions Authority (EIOPA) in February 2026 summarized responses from 347 insurance companies in 25 countries. About two-thirds of the responding companies were utilizing generative AI, but many were still in the demonstration phase.

64% of the reported uses were for enhancing productivity in internal operations, such as extracting information from documents and writing texts. 36% were for customer-oriented uses, such as chatbots. This is a breakdown of uses and does not mean that "36% of customer interactions have been replaced by AI."

This survey indicates the coexistence of widespread use and cautious operation. It should be noted that the target is insurance companies, and the figures do not directly indicate the adoption rate by agencies.

Expectations on Social Media: The Value of "Being Able to Ask Questions About Insurance Documents"

So, how do users perceive it?

What could be confirmed this time were not direct reactions to the original article, but related posts on the overseas bulletin board Reddit about insurance and AI. These are personal experiences and opinions and do not indicate the overall societal approval or disapproval.

One poster explained that they did not know what coverage they needed and ended up choosing products that seemed to have a lot of coverage. They then started uploading contract documents to ChatGPT and asking questions.

Subsequently, due to the inconvenience of having to upload documents each time, they developed an app that allows questions to be asked about insurance documents. Since the post includes promotion of their self-made app, it cannot be treated as an objectively proven case of effectiveness. Nevertheless, it conveys what users are struggling with.

"I have the documents in hand, but I can't reach the answers I want to know."

If this inconvenience can be resolved, AI is meaningful.

In Japanese insurance consultations as well, there may be situations where understanding terms or organizing questions before meetings is considered. If questions can be prepared, the limited consultation time can be more easily used for discussions tailored to one's circumstances.

Confusion on Social Media: Discrepancies Between "AI Answers" and Actual Estimates

Meanwhile, different concerns were being discussed on Reddit, where insurance agency stakeholders gather.

The poster stated that when they presented an estimate for home insurance in Florida, considering factors like the age of the roof, a customer countered by saying, "ChatGPT says it's not a good estimate."

Comments included concerns about taking AI responses at face value and opinions that one should actually see and verify the conditions of competitive estimates.

However, from this post alone, it is impossible to determine whether the agent's estimate was appropriate or if the customer's alternative choice was advantageous. This is because the entire content of the consultation and contract conditions are not disclosed.

Still, one issue is apparent.AI responses can become the starting point of consultations while also causing discrepancies in explanations.

To answer the question of "Is it expensive or cheap?" it is necessary to align the premises for comparison, such as what and how much is covered by the contract. Agents are required to not outright deny AI responses but to confirm together what conditions those responses are based on.

In Japan, the Question is "Can the Basis of Explanation Be Seen?"

In Japan, too, discussions on the use of AI in the financial sector are progressing.

On March 3, 2026, the Financial Services Agency published version 1.1 of the "AI Discussion Paper." It reflects the insights from the AI Public-Private Forum held the previous year and updates the issues of utilization and risk management by financial institutions.

If we consider this movement in relation to Japanese insurance consultations, what should be evaluated is not the "signboard that says AI is installed," but rather the mechanism that allows verification of responses.

For example, if AI answers, "This case is covered," can it be confirmed which contract and which clause it is based on? If there is insufficient information, can additional confirmation be requested without rushing to conclusions? Can difficult cases be handed over to humans?

These are the service evaluation perspectives considered in this article.

Fluency in explanation and applicability to individual contracts are separate matters. What becomes important is how well the basis and confirmation procedures are established behind the convenient interface.

It is Also Necessary Not to Assume "AI is Neutral"

Another aspect to consider is the scope of proposals.

Even if AI lines up multiple products, it does not necessarily mean that it is the result of comparing all the products in the market. From the user's perspective, if they cannot understand "what is being compared and what is not," it is difficult to judge the meaning of the proposal.

This is an issue not limited to AI but related to insurance consultation itself. When using AI, attention should be paid to the possibility that the scope and premises of comparison may become less visible because the responses are well-organized.

The same applies to personal information. The convenience of having contract documents read is inherently linked to passing the information contained in those documents to external services. An explanation that allows understanding of what information is handled and for what purpose it is stored is necessary.

The Value of Human Agents Will Be Determined by the Consultation Experience After AI Introduction

The success of AI introduction cannot be measured merely by the number of documents generated.

Has the time taken to reach answers been shortened? Have errors in explanations and the need for redos decreased? Have customers been able to understand and choose? And, when troubled by accidents or illnesses, have they been connected to the necessary consultation destinations?

Even if administrative tasks are reduced, if the number of cases handled increases and consultations become rushed, it will not lead to user reassurance. Conversely, if the burden of confirmation and organization is lightened and the time to listen to circumstances increases, the effects of AI will reach customers.

The expectations and confusion seen in overseas posts reflect both sides of insurance consultations. Users seek simplicity, while the field seeks understanding based on individual conditions.

What is needed for future insurance consultations is a mechanism to bridge that gap. While verifying AI answers, ensuring that individuals can choose with confidence. The value of human agents will be questioned again in that context.

Sources and References

1. FinanzNachrichten.de:
   Dated October 20, 2026.
   https://www.finanznachrichten.de/nachrichten-2026-10/69881384-so-grundlegend-veraendert-ki-die-versicherungsvermittlung-031.htm

2. AssCompact: Original Article on AI Utilization in Insurance Brokerage Work and DKM Specialized Conference
   Contribution by industry insiders. Confirming the potential for business transformation, challenges in implementation, and the positioning of KI-Navigator.
   https://www.asscompact.de/nachrichten/so-grundlegend-veraendert-ki-die-versicherungsvermittlung?page=kompasscompact.de

3. EIOPA: Survey on the Use of Generative AI by European Insurance Companies
   Survey targeting 347 companies in 25 countries. Confirming usage status, the abundance of demonstration stages, and the breakdown of internal and customer-oriented uses.
   https://www.eiopa.europa.eu/eiopa-survey-generative-ai-shows-swift-cautious-adoption-among-europes-insurers-2026-02-02_eneiopa.europa.eu

4. Financial Services Agency: Publication of AI Discussion Paper Version 1.1
   Published on March 3, 2026. Confirming discussions on AI utilization and risk management in Japan's financial sector.
   https://www.fsa.go.jp/news/r7/sonota/20260303/aidp.htmlfsa.go.jp

5. Reddit: Post About Using AI to Understand Insurance Documents
   Personal post explaining the motivation for asking questions about insurance documents and developing a self-made app. Includes promotion, not an objective verification of effectiveness.
   https://www.reddit.com/r/SideProject/comments/1rfw5lo/i_kept_uploading_my_insurance_pdfs_into_chatgpt/reddit.com

6. Reddit: Post About Customers Challenging Estimates Based on ChatGPT's Responses
   Experience and comments from insurance agency stakeholders. Used as a reference to understand the field's perception, not as evidence proving the validity of individual contracts.
   https://www.reddit.com/r/InsuranceAgent/comments/1uivg80/customers_using_chatgpt/