Applying AI to Main Street
Why the Future of Insurance Needs Both People and Technology.
The Buzz Around “AI Roll-Ups”
Silicon Valley has a new darling: the “AI roll-up.” Big-name investors are pouring capital into startups promising to revolutionize legacy industries by acquiring businesses and layering AI across them. On paper, it’s compelling: find an operationally sluggish industry, buy up fragmented players, then automate and optimize with machine learning.
And to be clear: the idea has merits. We believe AI has enormous potential to transform service industries (especially insurance).
But here’s the other side of the story: for every sleek investor memo or hype-filled Substack post, there are hundreds of thousands of real business owners running insurance agencies, HVAC companies, dental practices, law firms, and more. These are businesses with real customers, long-standing processes, and staff who’ve built decades worth of careers in them.
We’ve been on both sides. We’ve worked inside, and advised, large insurance roll-ups; and we’ve managed smaller agencies ourselves. We’ve had a front-row seat to over 150 agency acquisitions, and one thing is clear:
Innovation isn’t just about tech. It’s about people. And people don’t scale like code.
What Silicon Valley Gets Right, and What’s Often Overlooked
What They Get Right
In theory, combining fragmented businesses and streamlining operations with cutting-edge tech makes a lot of sense. And in industries with bloated workflows and outdated tools—like retail P&C insurance brokerage—there’s genuine room for efficiency.
One early AI investor summed it up: “mature, labor-intensive businesses are ripe for transformation. Automating repetitive tasks can lift margins, unlocking scalability and reinvestment capacity.”
What They Get Wrong
Where models often get challenged is not on the spreadsheet but in execution. Changing behavior is difficult.
You can’t just roll out an AI-powered CRM or new workflows and expect immediate adoption. Especially in industries like insurance where the average agency owner is 59 years old and existing processes are deeply ingrained.
We believe the organizations that succeed will be those that treat transformation as a change-management journey. These are the organizations that invest not just in technology, but in training, communication, and empathy.
Lessons from 150+ Acquisitions
At Agent Vista, we’ve seen this play out repeatedly. We’ve talked with dozens of agency owners. We know what makes their businesses thrive, and we know what makes transitions falter.
When integration moves too fast or change feels imposed from the top down, customer service can slip, staff morale can suffer, and growth can slow. We’ve seen firsthand how strategies that look elegant in Microsoft Excel can stumble in practice, if people aren’t brought along for the journey.
That’s not a knock on ambition, it’s a reminder that execution must account for the human side of change.
What We’re Doing Differently
Agent Vista isn’t a roll-up in the traditional sense. And we’re not building an “AI wrapper” to chase short-term multiples. Our focus is long-term, grounded in three beliefs:
1. People are the platform.
Culture drives performance. We believe the balance of empathy and accountability is what makes agencies thrive. When teammates are supported and empowered, they become catalysts for innovation and turn everyday work into meaningful progress for their customers.
2. AI is the enabler.
AI should amplify human judgment, not replace it. The right tools connect scattered systems, anticipate needs, and give teams back time. Our approach is rooted in curiosity. We deploy technology thoughtfully so every workflow becomes faster, smarter, and more human.
3. Customers come first. Always.
Our true north star is the main street customer. Small businesses, families, and individuals rely on their local agent’s expertise. For the customer, modernization should feel invisible. For the agent, it should feel transformative. That way, service still feels personal, seamless, and dependable.
From Hype to Human-Centered Innovation
There’s no doubt AI will reshape industries, insurance included. It’s a matter of “when” not “if”. But the winners won’t be those who deploy the most bots. They’ll be the ones who combine technology with empathy. The winners will be those who help people embrace the future with confidence.
At Agent Vista, we’ve seen what works, what fails, and what’s worth building. That’s why we’re betting on both: the people of our industry and AI.
If you’re an agency owner thinking about succession or modernization, we’d love to hear your story.
— AV Team