THE IMPACT OF DIGITALIZATION ON INTERMEDIATION BETWEEN BROKERS AND INSURERS

Abstract

This article aims to analyze the impacts of digitalization on the intermediation between brokers and insurers, highlighting the challenges and opportunities that arise with the incorporation of digital technologies in the insurance sector. The research was developed through a qualitative literature review, covering national and international publications produced between the years 2015 and 2024, with emphasis on the last five years. It is observed that digitalization has transformed not only the sales and service channels, but also the logic of operation of the value chain of the insurance sector, requiring the revision of traditional brokerage models. The introduction of digital platforms, multi-calculation systems, artificial intelligence and process automation has shifted the role of the broker from an exclusively commercial figure to an advisory and technological role. The relationship between brokers and insurers, previously based on predominantly face-to-face interactions and institutional links, has become mediated by integrated digital ecosystems, in which interoperability between systems, data management, and compliance with regulatory standards have become fundamental aspects. Brokers that have been able to incorporate digital tools have demonstrated greater adaptability and competitiveness, while those that have not invested in digital transformation face risks of marginalization in the market. The analysis also reveals that, despite the growing digitalization, the broker remains a relevant agent, especially in more complex products and customer loyalty. It can be concluded that intermediation in the insurance sector tends to evolve towards hybrid models, in which the human relationship is complemented by digital solutions, requiring continuous updating, strategic vision and innovation capacity on the part of brokerage professionals.