Commercial insurance brokers have long depended on Business Processing Outsourcing (BPO) firms to manage the high-volume, detail-heavy work that keeps policies moving and clients satisfied. From certificate issuance and policy reviews to data validation and endorsements, BPOs helped brokerages scale efficiently in an increasingly demanding market.
Today, artificial intelligence (AI) is transforming how this work gets done. But rather than disrupting the role of BPOs, AI is opening the door to a more powerful and sustainable model. One where brokers, BPOs, and technology work together to deliver better outcomes for everyone.
Historically, scale in commercial insurance operations meant adding people. As certificate volumes grew and turnaround expectations tightened, brokers leaned on BPO partners to keep pace.
AI has changed that dynamic. Modern insurance automation platforms, like Certificate Hero can now:
This shift doesn’t eliminate the need for BPOs; it redefines their role. Scale is no longer driven by headcount alone, but by how effectively people and technology are combined.
As AI takes on repetitive, rules-based tasks, BPOs are uniquely positioned to move up the value chain. Instead of focusing on manual processing, AI-enabled BPO teams can:
This evolution allows BPOs to deliver more strategic value while improving margins and reducing dependency on labor-intensive workflows.
For brokers, the combination of Certificate Hero’s AI and BPO support creates a more resilient operating model:
Rather than choosing between technology or outsourcing, intelligent brokers are leveraging AI-powered BPO partnerships that deliver both efficiency and expertise.
The most successful insurance brokerages are moving away from “either-or” thinking. AI platforms excel at speed, consistency, and scale. BPO teams excel at judgment, communication, and adaptability.
When technology and teams are aligned:
The future of commercial insurance operations isn’t about replacing people with technology. It’s about strengthening people with technology.
BPOs that embrace AI will become more strategic partners. AI-enabled tools like Certificate Hero enable brokers to deliver faster, more reliable, and cost-efficient service to their clients. Together, they will set a new standard for operational excellence in commercial insurance.
With AI tools like Certificate Hero, brokerage teams evolve beyond transactional processing to deliver strategic advisory and deeper client relationships. Click here to discover how Certificate Hero can streamline operations, reduce errors, and free your team to focus on high-value client work.