Every week, insurance brokers lose selling time waiting for answers. A product question. A coverage condition. A documentation requirement. The broker sends an email or makes a call. The commercial executive stops what they are doing to respond. The broker gets back to the client, sometimes hours later, sometimes the next day.
That delay has a cost nobody measures: broker time that is not spent selling. Executive time consumed by repetitive support. And clients who may have chosen a faster competitor.
What would change for brokers if they could get product answers in seconds instead of waiting for a call back?
We decided to find out. Working with a Latin American insurer, we deployed AIFindr, an AI-powered knowledge search, to put that question to the test.
The Challenge
There is a number the insurer's commercial team knew well: 90 seconds. That is how long it takes to answer a standard broker product question if you know exactly where to look. For the broker on the other end (without direct access to the documentation), the same question takes 20 minutes of back-and-forth, or longer if the commercial executive is unavailable.
That gap, repeated across hundreds of broker interactions per week, is where broker channel efficiency breaks down.
The commercial team was spending a significant portion of its week on broker support, answering questions about occupational and workplace risk products that were important but largely repetitive:
- What are the coverage conditions for this product?
- What documentation does the broker need to submit a quote?
- How does this exclusion work?
- Where is the most current version of this circular?
- What are the eligibility criteria for this risk category?
They were product knowledge questions: the kind that take 90 seconds to answer if you know where to look, and 20 minutes if you are a broker without direct access to the documentation.
The result: commercial executives were spending hours each week on low-value support instead of building broker relationships, developing the channel, and closing business.
The Solution
We built AIFindr as a broker-facing search experience, connected to the insurer's approved product documentation.
Brokers could type a question in natural language, the same way they would ask a colleague, and receive an answer immediately, sourced directly from the insurer's own documents, with the exact citation visible.
The system was built to be fast and reliable:
- Instant answers from approved documentation.
- Source citations so brokers could verify and share with clients.
- Escalation to a human when the question required judgment.
- Analytics on usage, satisfaction, and which questions came up most.
The commercial team did not disappear. They became available for the questions that actually needed them.
The Results
The pilot produced three clear signals:
- 70% of broker queries previously handled by commercial executives were resolved by AIFindr.
- 4 out of 5 brokers reported satisfaction with the answers they received.
- Brokers used the system outside business hours, because product questions do not follow office schedules.
The after-hours usage was the signal that surprised the team most. Brokers were working evenings and weekends, building quotes, preparing for client meetings, reviewing product options, and getting the answers they needed without waiting until the next business day.
For the insurer, the commercial team gained capacity to focus on what matters: developing brokers, managing relationships, and handling the complex cases that require human judgment.
Why Broker Response Time Is a Competitive Advantage?
There is a direct connection between how quickly a broker gets answers and how much business they write with that insurer.
A broker who waits hours for a product clarification will work with the insurer that responds faster. Or use the product they already know well enough to sell without asking.
Brokers rarely leave insurers because of price alone. They shift volume toward the partners who make their job easier.
AIFindr is one lever for that. When the answer arrives in seconds, cited from the insurer's own documentation, the broker moves forward. The quote gets submitted. The sale gets closed.
What Changes for the Insurer
The insurer gained more than efficiency:
- Commercial teams redirected toward development, training, relationship management, and complex negotiations.
- More consistent answers across all broker interactions, regardless of which executive was available.
- Visibility into what brokers actually ask, and where documentation needs updating.
- A service layer that operates outside business hours without additional staffing.
The question that shifted for the insurer's leadership was not "how do we reduce support costs?" It became: what else are our brokers waiting for answers on?
Let's Compare Notes
AIFindr is running a private benchmark with insurers and broker communities in Spain and Ibero-America on the questions brokers ask most, and how long they currently wait for answers.
If you lead broker distribution, commercial operations, or intermediary service, you can request a benchmark interview to share your numbers and see how they compare. Or if you would rather start with a concrete look at your own channel, book a 30-minute AIFindr pilot assessment and we will walk through it together.
Frequently Asked Questions
- How does AIFindr reduce broker wait time? AIFindr connects directly to the insurer's approved product documentation and lets brokers ask questions in natural language. Instead of sending an email and waiting for a commercial executive to respond, brokers get an answer in seconds, sourced from the insurer's own documents with the exact citation visible. The question that previously required a phone call is resolved before the broker moves on to the next task.
- Can AIFindr handle broker queries outside business hours? Yes. Because AIFindr works directly from the insurer's documentation, it is available whenever the broker is working. In our pilot, brokers used the system in the evenings and on weekends to prepare quotes and review product options without waiting for the commercial team to be available the next morning.
- How much time do commercial teams save with AIFindr? In our pilot, 70% of broker queries that previously required a response from a commercial executive were resolved by AIFindr. That freed the commercial team to spend their time on broker development, relationship management, and the complex cases that actually require human judgment.
- What types of broker questions can AIFindr answer? AIFindr handles product knowledge questions: coverage conditions, documentation requirements, process steps, eligibility criteria, exclusions, and where to find the most current version of a product document. It is not designed for questions that require underwriting judgment, claims decisions, or legal interpretation. Those escalate to a human.
- How quickly can AIFindr be deployed for a broker channel? Deployment starts with ingesting the insurer's approved product documentation. The timeline depends on the volume and format of existing documents, but the core experience can be operational in weeks rather than months. The insurer controls which documents are approved and visible to brokers at every stage.
- What is the ROI of reducing broker response time? The clearest indicators are reduction in repetitive support queries to commercial teams, broker satisfaction, and after-hours usage. The less measurable but equally important outcome is competitive: brokers shift volume toward insurers that make their job easier. An insurer that responds in seconds has a structural advantage over one that responds in hours, and that advantage compounds across every broker interaction.
