Do you ever wonder why automation hasn’t taken the pressure off your agency the way you hoped? Are your licensed producers still buried in administrative work, even though you’ve invested in new systems?
Many agencies expect automation to clear the backlog overnight. Instead, errors slip through, renewals stall, and staff waste time fixing problems that software was supposed to prevent. The result is frustration instead of relief.
At Lava Automation, we’ve seen this happen with many agencies. With more than $4 billion in premium sales running on our solutions and clients saving hundreds of thousands of hours of work every week, we know exactly where automation succeeds and where it fails without human support.
In this article, you’ll learn why automation alone falls short, how virtual assistants provide the missing oversight, and what measurable results agencies achieve when both are combined.
What problems do agencies expect automation to solve?
Automation is often brought in to increase sales and lighten the service load. Agency owners want to sell more, retain more, and make sure processes happen the same way every time.
It promises relief from endless quoting, renewals, and follow-ups. On paper, that looks like freedom for licensed producers. In practice, it usually means they still end up doing much of the cleanup.
Automation removes tasks, but it doesn’t remove responsibility.
Where does automation break down without a virtual assistant?
Automation is good at moving data from one place to another, but it cannot tell when something looks wrong.
That leads to three common problems:
Agencies pay licensed staff $30–$40 an hour to complete tasks that don’t require a license
CRM errors and incomplete renewals go unnoticed until a client complains
Tasks outside automation rules sit untouched
Without a virtual assistant in place, the software is running, but the agency is not operating any faster.
Does automation replace staff?
A common misconception is that automation reduces headcount. It doesn’t. It shifts how the team spends time.
Automation takes care of repetitive steps and creates consistent conditions. A virtual assistant handles the oversight and exceptions. Licensed producers are free to focus on closing business and developing stronger client relationships.
The combination does not shrink your team. Instead, it multiplies its output.
Why can’t agencies rely on software alone?
Even the most advanced tools still need human judgment. A pipeline that looks efficient in the CRM might actually be full of outdated or incomplete data.
That’s why we recommend following a simple framework:
Automate everything that can be automated
Assign everything that doesn’t require a license to a virtual assistant
Keep licensed producers focused on clients
Automation sets the rhythm, but virtual assistants keep the beat steady.
6 Insurance Tasks Automation Can’t Handle Alone
Even with a strong system in place, there are moments when a person has to step in. These include:
Reviewing client details before sending quotes
Preparing submissions after the data is collected
Checking renewals, certificates, and signatures
Monitoring pipelines for errors or exceptions
Handling inboxes and reminders that don’t fit a rule
Catching workflow breakdowns before they hit a client
Automation alone cannot guarantee quality. A virtual assistant makes sure the work is complete and correct.
How do virtual assistants add accuracy to automated workflows?
Picture this: A client completes a landing page form. Automation pushes the data into the CRM, sends a confirmation email, and triggers the quoting workflow.
At that point, the system has done its job. But before it goes to the producer, a virtual assistant checks the data, fixes minor errors, and preps the submission.
Automation delivers speed. A virtual assistant delivers accuracy. Together, they deliver results.
When Automation Breaks, Virtual Assistants Keep Things Moving
Every agency has seen it. An integration stops working. Zapier drops a step. An API update breaks a connection. Suddenly, tasks aren’t moving.
When that happens, licensed producers should not be spending their time troubleshooting. A trained virtual assistant can audit the CRM, reroute data, and fix errors quickly. At Lava, developer-level assistants can even repair Zapier and integration issues before they disrupt the business.
Without that safety net, hours are lost and momentum stalls.
What results do agencies see when automation and virtual assistants are combined?
Agencies that combine automation with virtual assistants report consistent wins:
Hours saved each week on manual work
Fewer errors in renewals and client records
Faster quoting cycles that improve close rates
Higher retention because renewals don’t slip through
Producers are free to focus on clients instead of administration
The difference shows up in growth, not just efficiency.
When should an agency add a virtual assistant?
The tipping point usually comes after automation is running, but the staff still feels stretched thin. At that moment, the software is doing what it should, but the agency is not seeing the payoff it expected.
By hiring at least one virtual assistant, you can ensure your automation system is supported, mistakes are caught, and you start to see measurable results.
Comparison: Automation Alone vs Automation + Virtual Assistant
Automation drives efficiency. A virtual assistant ensures that efficiency translates into results.
How to Get the Full Value from Insurance Automation
Automation is the engine. A virtual assistant is the driver. Without both, the agency cannot reach its destination.
If your staff are still chasing errors, cleaning up renewals, or spending hours on tasks that software was supposed to handle, you are not getting the full value from your investment. Pairing automation with a trained virtual assistant is how you eliminate those gaps and build a system that scales.
At Lava Automation, we combine automation expertise with trained virtual assistants who know the insurance industry. With billions in premium supported and hundreds of thousands of hours saved every week, we know how to turn software into results.
If you’re wondering what a virtual assistant could take off your plate, the next step is to see exactly what they can do inside an insurance agency. Read: What Can a Virtual Assistant from Lava Automation Do?
Frequently Asked Questions
Does automation eliminate the need for staff?
No. Automation reduces repetitive work, but virtual assistants ensure accuracy and handle exceptions so licensed staff can focus on clients.
What should be automated versus handled by a virtual assistant?
Automate rules-based tasks. Assign quality checks, judgment calls, and client communication to a virtual assistant.
How do virtual assistants help when automation fails?
They audit CRMs, repair integrations, and resolve errors quickly to prevent downtime.
When should an agency add a virtual assistant to its automation strategy?
As soon as licensed staff are spending hours on administrative tasks, or automation alone is not producing results.
How long does it take to onboard a virtual assistant alongside automation?
Most agencies are fully operational within 2–4 weeks when combining Lava’s systems with trained virtual assistants.
