For Oliver Leyens, Managing Director at Heath Crawford, insurance has always been more than policies and premiums. It’s about people, relationships, and trust. Over the last 18 years, Ollie has helped grow the family-run brokerage into a trusted partner for both SMEs and high-net-worth individuals.

“Every day is different. Every client is different. That’s what keeps me motivated – the variety, the challenges, and most of all, the chance to really help protect what people value.”

Technology as a Turning Point

Like many brokers, Oliver has seen first-hand how technology is reshaping the industry. For him, the message is clear: brokers who don’t embrace it risk being left behind.

“AI can do things so much quicker than a human can. If you’re not getting on board with technology now, you will absolutely get left behind.”

But Oliver stresses that this doesn’t mean technology replaces people. Instead, it enables brokers to focus on what truly differentiates them: human connection and client service.

“Two members of our team worried about losing tasks to automation. The truth is, it frees them to focus on what’s really important. Insurance is, at its heart, a promise. The only way we can stand out as brokers is by delivering the best possible service – being there when clients need us most.”

The Policy Review Agent in Action

One of the tools Oliver and his team have already adopted is Cluda’s Policy Review Agent, designed to save brokers hours of manual reading and checking.

“It’s saving us so much time. The fact that it pinpoints the exact page and clause makes account managers look world-class, because they can go to clients and say: you need to be aware of this clause on page 18. It builds confidence and shows clients that we really know the nuances of their cover.”

This precision not only streamlines workflows but also strengthens client relationships by turning brokers into trusted advisors rather than administrators.

Market Pressures and Client Expectations

Oliver points out that brokers face growing challenges as markets soften and clients focus more on price than protection.

“We’re seeing premiums drop, and many clients just want the cheapest option – sometimes without realising what’s not covered. When a claim happens, that’s when they see the difference a broker makes. The challenge is that policy wordings can run to 70 pages. It’s impossible to go through every eventuality without support. That’s where AI can help.”

By making policy reviews faster, clearer, and more defensible, AI enables brokers to educate clients better and highlight value beyond cost.

Scaling Without Losing the Human Touch

For Oliver, scaling a brokerage successfully is all about freeing up time for what matters most.

“It sounds simple, but it’s about time. Automate the repetitive work and you buy back hours. That allows you to focus on growth, client relationships, and delivering service. Technology helps you scale without losing trust.”

Even in his own firm, automating tasks like chasing payments has saved colleagues hours each month – time now spent on higher-value work.

Why Cluda Stood Out

When Oliver first engaged with Cluda, one aspect immediately resonated: it was built by brokers, for brokers.

“There’s so much noise about AI, but Cluda stood out because it’s broker-led. It’s learning from people like me and my peers. The result is a tool that reflects how real brokers work, not just what technology can do. Over time, it’s effectively becoming the best broker – combining insights from everyone who contributes to it.”

Advice to Brokers: Embrace Technology

Asked for his advice to brokers navigating change, Oliver keeps it simple:

“Embrace technology. Don’t be afraid of it. It’s not here to replace your team – it’s here to make your business more efficient, help you grow, and give you back time. Those who embrace it will thrive. Those who don’t will fall behind.”


Editor’s Note:

This interview is part of Cluda’s Thought Leadership Series, capturing perspectives from leaders across the insurance and broking industry on the future of AI, trust, and technology in broking.