New research from Liberty Mutual found that more than half of agency employees are interested in using artificial intelligence (AI) for work. More than one-third already have. 

To better understand the state of AI in insurance agencies and how agency employees are using AI, the research team at Liberty Mutual surveyed 1,242 independent insurance agency leaders and team members for the 2025 Independent Agents at Work Study.  

The study built on previous Agent for the Future research that examined agent attitudes about AI. The latest research showed that agent perceptions of AI have only slightly shifted – many still distrust AI and view it as a threat. However, interest in AI is growing, especially among agency leaders and younger generations of employees.  

View the infographic below to explore the key findings about AI in agencies from the 2025 Independent Agents at Work Study.  

Takeaways for agency leaders

Create an AI policy for your agency 

Even if you haven’t officially implemented AI tools in your agency, your staff may be using AI tools to help with their jobs. Your agency needs an AI policy to help reduce potential risks and safeguard sensitive client information. Don’t have a policy? Here are some resources to help get you started.  

Identify your main pain points and do a tech audit  

With new AI-backed technology popping up every day, the options for implementing AI can feel overwhelming. To avoid falling prey to “shiny object syndrome,” start by identifying your agency’s main pain points, then look at your existing technology tools to see what capabilities and add-ons may be available to you already. Many agency management systems are adding new AI capabilities, so you may already have tools in place. For gaps in your tech stack, take a look at our vendor landscape to explore AI-backed tech solutions.  

Bring your staff along for the journey 

You may be excited about AI, but your staff may still be skeptical. Reassure your staff that AI won’t replace them. Make sure to take the time to explain how you’re thinking about using AI in your agency and how AI-backed tools can help them. Bring staff in on the process of choosing and implementing new technology that will impact their day-to-day work, and invest in training to help them learn how to use AI tools.  

Takeaways for agency staff

Learn about AI  

Carve out some time to learn about the fundamentals of what AI is, how it can augment your work and how to create great prompts to make it most helpful for you.   

Keep an open mind  

AI may seem scary, but many agency staff members have found that it helps save them time on routine tasks. Take some time to explore AI tools – for example, ask ChatGPT or Copilot for ideas to help you with routine tasks that you don’t enjoy.  

Talk to your agency leaders  

Share your feedback and concerns with your managers and leadership team. Ask for clarification on expectations and guidelines for using AI for work.