Yet the core issue, Bennett argued, is not the software – it’s the mindset. “The biggest factor among all is cultural change,” he said. Take ACORD forms, a staple in the property and casualty market. Agents and brokers are used to manually re-keying data into multiple systems. Introducing automation that bypasses this process doesn’t just mean new software – it means upending workflows that staff have relied on for years. “That’s a change of workflow and a change of the way of working inside that business, and that… is a real challenge,” he said.
