Coverage area: Technology driving Chattanooga’s insurance industry but human element still key

June 1, 2026 - 09:28

Buck Orrison has spent nearly four decades in the insurance industry, and he says there is not much left that keeps him up at night. But one thing does give him pause. After years of watching the business evolve, he sees a clear truth: technology is reshaping how insurers operate in Chattanooga, but the human element is still what holds everything together.

The local insurance sector has embraced digital tools for underwriting, claims processing, and customer service. Data analytics now allow companies to assess risk faster than ever before. Drones inspect rooftops after storms, and algorithms help price policies in real time. These advances have made the industry more efficient and, in many ways, more accurate.

Yet Orrison argues that no machine can replace the judgment of an experienced agent. A computer can process numbers, but it cannot sit across from a family who just lost their home. It cannot explain a complex policy in plain language or offer reassurance during a crisis. That personal connection, he says, is what builds trust and keeps clients coming back.

Chattanooga's insurance market reflects a broader national trend. Companies that invest in technology are growing, but they also need skilled people to interpret the data and make ethical decisions. Automation handles the routine work, freeing up humans to focus on the complicated cases that require empathy and nuance.

The challenge now is finding the right balance. Too much reliance on software can make a company feel cold and impersonal. Too little can leave it stuck in the past. For Orrison, the answer is simple: use technology to support people, not replace them. That approach, he believes, is what will keep the industry strong for another forty years.