Curiouser and Curiouser! 3 Takeaways from ITC Vegas 2025

Last week, the AgentSync team fell down the rabbit hole and landed smack dab in the middle of Las Vegas for the 2025 Insurtech Connect Conference. The vibes at the Mandalay Bay were fantastical as the 9,000-plus attendees got an inside look at the latest and greatest in insurance technology and innovation, all wrapped up to fit this year’s Alice in Wonderland-esque theme. And what an accurate theme it was, as the entire event truly felt like stepping into “A Wonderland of Possibilities.” 

There were sessions fit for every interest, from AI enthusiasts to insurtech funding aficionados. For many, the fun extended beyond the conference center, with exclusive events including sponsored happy hours, unique tasting experiences, and the kind of offsite adventures you’d expect from the Entertainment Capitol of the World. 

AgentSync experts were there, both on stage and on the expo floor, enjoying the conversations, handing out exclusive swag, and demonstrating the importance of data excellence in distribution channel management. Without further ado, here are our top three takeaways from ITC Vegas 2025:

No. 1: No surprises here—AI is top of mind for most 

Unlike catching the white rabbit, catching a session about AI and how it’s shaping the insurance landscape was a breeze. If the multitude of AI-focused panels gracing this year’s agenda wasn’t telling enough, just 10 minutes of networking on the expo floor could clue you in that artificial intelligence remains top of mind for most. 

Expert-led discussions spanned everything from AI-powered underwriting, to agentic automation across the claims lifecycle, to AI-backed legacy tech overhauls as attendees sought greater insight into the risks and rewards of investing in artificial intelligence across their internal and external operations. 

Sessions sample:

• “Smart Agents, Smarter Back Offices: How AI Turns Agents Into Experts… and Other Game-Changing Hacks to Turn Your Workforce Into Heroes,” presented by Chris Paradiso of Paradiso Financial and Insurance Services.
• “Escape the Rabbit Hole: Finding Your Way in the Wonderland of Agency AI,” presented by Dale Steinke of Liberty Mutual.
• “From Reaction to Readiness: Evolving Claims Response with AI-Powered Property Intelligence,” presented by Paul Disney of intel and David Tobias of Nearmap.
• “The Business of Making Decisions: The Dawn of the Agentic AI Age,” moderated by Franklin Manchester of SAS with speakers Luciana Povoa of Bradesco Seguros and Albert Costa of S360.

No. 2: For the end consumer, the human element still matters

“I know who I was when I got up this morning, but I think I must have been changed several times since then.” 

Alice

Like Alice’s sentiment to the Caterpillar as she navigates the strangeness of her new surroundings in Wonderland, the rise of AI agents and the pivot toward more direct-to-consumer distribution models is contributing to a heightened level of uncertainty regarding the role of traditional insurance and insurance agents. While some feel agentic agents and embedded insurance are the key to delivering efficient, hyper-personalized customer experiences, others question the idea of removing the human element.

Opinions aside, AgentSync’s own SVP of Sales, Cathie Frazzini, brought a fact to the table: 88 percent of consumers across all age groups still prefer to speak to a human about “high commitment” insurance. Only time will tell, but we wouldn’t be surprised if, in the future, the successful organizations are the ones that can transition a single sale between both human and digital interactions in the most seamless way.

Sessions sample:

• “Who Owns the Customer? The Battle for Insurance Distribution in a Digital-First World,” moderated by Milissa Collett of Insurtech UK with speakers Samantha Roady of Simply Business, Nga Phan of Bolt, Cathie Frazzini of AgentSync, and Phillip Charles-Pierre of Semsee.
• “Hey Human, Help Me Help You! Tips for Getting the AI + Human Balance Right,” presented by Craig Kilroy of Momentum
• “On-Demand, Embedded, and Effortless: The New Rules of Travel Insurance,” moderated by Varada Bhat of Financial Times with speakers Elad Schaffer of Faye, Susan Silfen of Crum & Forester, Stephanie Choo of Portage Ventures, and Fergal Madigan of Stripe
• “What Happens to the Agency in the Age of AI? Disruption, Opportunity, and What Every Agent Needs to Know for the Road Ahead,” presented by Ali Safavi of COVU.

No. 3: The time to update legacy technology was yesterday

Static data? One-size-fits-all pricing? Universal claims processes? Today’s insurance leaders say “Off with their heads!” Key sessions across all three days of the conference made it clear there’s no place for outdated data and legacy processes in the insurance sector of tomorrow. 

The future of the industry will be one backed by real-time data delivered seamlessly when and where it’s needed via APIs and automated solutions. Luckily, innovative insurtech vendors (like AgentSync!) make getting rid of these things far less violent than the Queen of Hearts’ preferred method. 

Sessions sample:

• “From APIs to AI: The Next Evolution of B2B2C Insurance,” presented by Mauro Levi D’Ancona of 180 Seguros.
• “Real-Time Data, Real-Time Decisions: The End of Traditional Risk Assessment?” moderated by Sarah Kim of Centana Growth Partners with speakers Shannon Gilbert of USAA, Andrew Fenton of HerculesAI, Nigel Walsh of ServiceNow, and Magda Ramada of WTW.
• “Analytics in Claims: Leveraging Data and AI to Transform Your Claims Process,” presented by Laura Doddington of WTW IC&T, Kiran Mallavavrapu of the Hanover Insurance Group, and Alena Kharkavets of WTW IC&T.
• “Building Smarter, Moving Faster: The ManyPets Approach to Data and AI,” presented by Luisa Barile and Pierre Du Toit of ManyPets.

Thanks to everyone who stopped by our booth at ITC Vegas this year. The conversations and shared experiences left us grinning like the Cheshire Cat. If you were unable to connect with us on the expo floor, don’t be a stranger! Get the conversation started today. Otherwise, we’ll see you next year in Vegas for what’s sure to be another great adventure in Wonderland.