Scaling with AI Agents: Liberate & RightSure Podcast Recap

The Insurance Perspectives Podcast involves contributors outside of HawkSoft. The participants' views are entirely their own and may not reflect the views of HawkSoft.

This recap of the Insurance Perspectives Podcast provides highlights from the two episodes about HawkSoft Partner Liberate Voice AI. We interview Amrish Singh of Liberate and Jeff Arnold of RightSure, an agency that utilizes their solution. Amrish and Jeff discuss how AI voice agents can help independent agencies sell more, service customers 24/7, and reduce operating costs.

In this article:

• Part 1: Liberate (Amrish Singh)

• • What is your reason for participating in the independent agency channel?
  • What one aspect of your product or company that draws agencies in and keeps them working with you?

• • How do you approach data ownership with regard to your customers? 
  • What is the hardest part of working with insurance agencies?
  • What is the best part of working with insurance agencies?

• Part 2: RightSure (Jeff Arnold)
  • Tell us about your agency
  • What are some of the ways you're using AI in your business?
  • What made your agency choose Liberate?
  • What would you like to add to your agency's AI workflows in future?
  • What was the process like getting Liberate set up with HawkSoft?

Part 1: Liberate (Amrish Singh)

Watch the video podcast - Part 1

Question 1: Why does your solution exist? What is your reason for participating in the independent agency channel?

• Amrish Singh founded Liberate to build AI voice agents that answer calls, help agencies sell more policies, and handle inbound service requests from policyholders.
  
  
• His background spans insurance-adjacent software and a GM role at Metromile, where he saw a clear opportunity to help agencies grow while controlling operating costs.
  
  
• He envisions a future where independent agencies are powered by AI agents working alongside humans.
  
  
• Liberate differentiates itself in three ways: deep insurance industry knowledge, strict regulatory compliance in every AI interaction, and a protection mechanism that monitors AI behavior at scale.

“I foresee a world five years out from now where the next $10 billion insurance agency will exist, which will have 20 employees and armies of AI agents working along with human agents to sell policies and service customers.”

 

Question 2: If you had to pick one aspect of your solution that draws in and keeps agencies working with you, what would that be and why?

• Amrish says Liberate is built on the same values insurance promises its customers: service, trust, and quality.
  
  
• He credits Jeff Arnold of RightSure with shaping how Liberate thinks about hiring, through a framework of rating every action as a plus ten or minus ten against defined benchmarks.
  
  
• Liberate helps agencies provide better quality of service by delivering a 15% average increase in sales and a 23% reduction in operating costs.
  
  
• Liberate’s AI agents provide 24/7 service to clients for basic tasks like verifying insurance and getting ID cards, freeing up staff for more complex tasks.
  
  
• Jeff shares that 12% of after-hours calls Liberate answers at RightSure are new business calls, more than covering the cost of the technology.
  
  

“Our company is a reflection of what the insurance industry promises to its customer, which is service, trust, and quality.”

Question 3: How does Liberate approach data ownership with regard to your customers?

• Amrish explains Liberate is SOC 2 Type II compliant and uses single-tenant storage, so each agency's data is fully isolated and belongs to that agency.
  
  
• Liberate allows agencies to draw insights from their data and to train their AI agents on how to be more accurate, useful, and personalized over time.
  
  
• Jeff notes that after nearly a year, RightSure’s AI assistant Nicole has improved her tone, timing, and dialect to reflect their brand, including regional Spanish variations.

“You're teaching it [the AI agent], and it's specific to how you run your business. Another company is going to be completely different because they run the business completely differently.”

Question 4: What is the hardest part of working with insurance agencies?

• Amrish feels the biggest challenge is mismatched expectations: some agencies believe AI will completely eliminate the need for human staff.
  
  
• Nicole handles high-volume, routine tasks well but cannot manage every scenario. Poor audio, complex needs, and licensed activities still require human agents.
  
  
• Another challenge is pace: some owners want to overhaul everything immediately, while others need a gradual approach that respects existing staff and workflows.
  
  
• Liberate addresses this with a deployment strategy group that sits with agency owners to map out how to restructure their business to be AI-ready.

“You will always need humans along with the AI. You're getting something that's really reliable, but it has a finite set of capabilities.”

 

 

Question 5: What is the best part of working with insurance agencies?

• Amrish says no other industry matches the genuine passion insurance agents bring to serving people, what he calls the "full contact sport of humans interacting with humans."
  
  
• Relationships built through business often grow into personal friendships and mentorships, something he finds unique to the insurance world.

"There is almost no industry in this country where a similar passion exists as the insurance industry. Insurance agents are in the business because they love the full-contact sport of humans interacting with humans.”

 

Part 2: RightSure (Jeff Arnold)

Watch the video podcast - Part 2

Question 1: Tell us about your agency. How long have you been in the business, and how did you get into the business? Do you have any specializations? What gets you excited about insurance?

• Jeff Arnold has been in insurance for over 30 years and founded his agency RightSure in 2007. The highly awarded agency, known for "famously friendly humans," operates in 42 states and focuses on personal lines.
  
  
• Most business comes through nine consumer-facing web properties. RightSure generates most of its volume digitally rather than through traditional referrals.
  
  
• Jeff got into insurance after trying his hand as an actor in Hollywood. He later answered a classified ad for an insurance salesman, and became the top seller within six weeks.
  
  
• He’s written a number of books, the newest of which focuses on how agency leaders can deploy AI without becoming tech shackled.
  
  

“I tell readers to think about AI not as artificial intelligence, but ‘amplify income.’ It will not replace you. It will amplify your ability to help more people, to sell more, to scale faster, to reduce expenses.”

Question 2: What are some of the ways you're using AI in your agency?

• Jeff says Liberate is RightSure's deepest AI integration, handling rate calls for their quoting site and cutting intake time from 15-17 minutes to around 2 minutes on average.
  
  
• Liberate has fulfilled thousands of after-hours calls for ID cards, windshield claims, and carrier service center transfers, all integrated with HawkSoft.
  
  
• In addition to Liberate, RightSure uses AI for all social media posts, newsletters, and an internal training platform that new hires go through before working with clients.
  
  
• Amrish Singh notes that Jeff started with one web property, proved the value, then expanded gradually, avoiding the mistake of expecting AI to solve everything at once.

“It was taking our people 15 to 17 minutes to take and input information on a call. Liberate compressed that time to 2 minutes. That allows us to scale, answer more calls, process more quotes.”

  

 

Question 3: What made your agency choose Liberate?

• Jeff shares that while his team wanted to scale to manage more volume, he wasn’t ready to get started with Liberate when they initially reached out to him, due to a number of other initiatives underway at the agency.
  
  
• Liberate stayed in touch for six months, and once Jeff was ready the integration was fast and easy.
  
  
• What sealed the decision was Liberate's team, which Jeff describes as insurance industry thought leaders with deep technical talent.

“There is literally an all-star team, not only an executive team but a coding team of tech geniuses, behind the brand of Liberate. So it made it an easy choice for us.”

Question 4: What would you like to add to your agency's AI workflows in the future?

• Jeff wants to use Liberate to eventually deliver a full three-step buying experience through AI, especially for commoditized personal and small commercial lines.
  
  
• He also envisions proactive outreach, such as uploading a zip code of customers in a storm's path so Nicole calls each one with their policy number, claims number, and preparation tips.
  
  
• Amrish notes that outbound dialing is an underused opportunity: Nicole can make unlimited parallel outbound calls, qualifying leads and notifying customers without phone-tag delays.
  
  
• Both see AI handling more end-to-end service tasks over time, while complex advisory conversations, coverage decisions, and relationship building remain with human agents.

“I cannot wait til we can deliver a full rate/pay/buying experience using AI and Liberate. It's going to be the first to this, I guarantee you.”

Question 5: What was the process like getting Liberate set up with HawkSoft?

• Jeff says RightSure helped advocate for Liberate to become an integration partner with HawkSoft, as a committed customer of both platforms.
  
  
• Jeff advises anyone deploying Liberate to expect to customize it. The version RightSure runs today looks very different from what they launched with.
  
  
• He recommends joining the HawkSoft User Group (HUG) to find other agencies to share ideas on using the integration and shaping it to fit each agency.

“When you deploy Liberate, the first version you deploy will be greatly changed by the third or fourth month, just because you become more comfortable with it. You have to instruct it and be intentional about it.”