How AI and Automation are Helping us Better Serve our Clients
At HWP, we have always focused on delivering the best possible service to our clients. That means more than answering questions or managing policies. It means continually finding ways to make the customer experience better, and technology plays a big part in that effort. From the systems we use behind the scenes to the tools available through our client portal, every solution is designed to make interactions easier, faster and more reliable.
Over the past year, artificial intelligence has become an important part of that strategy. As we explored new ways to improve efficiency and accuracy, we began using AI tools both as standalone solutions and as features built into the platforms we rely on every day. These tools reduce repetitive tasks, improve accuracy and allow us to focus on providing superior customer service. Our work with AI is evolving, and we see even greater opportunities ahead.
What We Learned in 2025 About AI
This past year was a time of discovery and progress. We learned what AI can do, what it cannot do, and how it fits into the insurance world. Along the way, we adopted a limited number of AI tools that met our standards and helped us improve efficiency and accuracy. At the same time, we developed a clear strategy for the future that puts our clients first and ensures every technology choice supports security, reliability and service excellence.
Our Plan Moving Forward
Building on these insights, we created a technology strategy that ensures we use the best tools in the smartest way. In December, we held a technology summit to review the plan, encourage discussion and align our team for the future.
Here is what matters most to us:
- Protecting client and carrier information
Privacy and security are non-negotiable. Every tool we use meets strict standards. - Getting it right
AI can do amazing things, but it is not perfect. We choose solutions that improve accuracy, not replace human judgment. - Making life easier for you
Technology should simplify things, not complicate them. If it does not make the client experience better, we wait until it does.
Looking Ahead
AI is a powerful tool, but the expertise and judgment of an insurance broker remain essential. At HWP, we are excited about what is possible and committed to turning those possibilities into real benefits for our team and our customers. Our focus is to combine advanced technology with the personal service and deep knowledge that our customers rely on every day.
About the Author
Mark Fleming currently serves as the Chief Operating Officer of HWP Insurance. He has worked in the insurance industry for over 20 years and has extensive experience working with commercial clients in the non-profit, federal government contractor, technology and construction industries. He earned his Bachelor of Business Administration (BBA) with a major in International Business from Florida Atlantic University and Master of Business Administration (MBA) with a specialization in Risk Management and Insurance from Florida State University. He holds the designations of Charter Property & Casualty Underwriter (CPCU), Certified Risk Manager (CRM) and Certified Insurance Counselor (CIC). Additionally, Mr. Fleming serves on the Board of Directors as Treasurer of the Metropolitan Washington Association of Independent Insurance Agents and as a board member of the NCCI Workers Compensation Appeals Board for Washington, D.C.
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