Embracing Technology in Insurance with Mariah Gates

Published on

February 17, 2026

Contributors

Elizabeth Reed

Senior Content Marketing Manager

Elizabeth is a content marketing manager with a deep understanding of the startup landscape. She specializes in driving impactful content strategies for early-stage companies. Having honed her skills within a dynamic small marketing agency environment, she has extensive experience across crafting compelling content and growing community engagement.

This Season 2 recap of Connected Conversations in Insurance features Mariah Gates, founder of Accelerated Automation, sharing a candid look at what it really takes to modernize an insurance agency.

Drawing from her background as a former insurance agent turned automation consultant, Mariah breaks down the realities of CRM adoption, change management, and why technology only works when it supports, not replaces, the human side of the business.

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When Stories Fuel Innovation

Mariah’s entry into insurance came with culture shock. Coming from the banking world, she was stunned by how manual and outdated many agency processes felt.

“I can’t believe this industry is still afloat. It was so archaic to me.”

That frustration quickly turned into curiosity and then action. As she began experimenting with CRMs like AgencyZoom inside her own agency, she saw firsthand how structure, visibility, and automation could solve problems that hiring alone never could.

What started as internal problem-solving soon turned into external demand. Other agents began asking for help, and Accelerated Automation was born.

Bridging Tech and Tradition

Operating out of Idaho, a state Mariah jokingly describes as being proud to be behind the curve, gave her a unique lens into the cultural resistance many agencies feel toward technology.

“Idaho is definitely behind the curve, and people here are proud of that.”

Instead of seeing resistance as a roadblock, Mariah saw opportunity. If agencies could be shown why technology mattered and how it could make their lives easier, adoption would follow.

Her work today focuses on helping agencies bridge the gap between legacy workflows and modern tools without overwhelming their teams.

The Reality of Automation: Mistakes, Apologies, and Growth

Mariah doesn’t sugarcoat the early days of automation. Implementing CRM workflows meant trial, error, and more than a few uncomfortable client moments.

“We made so many mistakes. I had to teach my team to get really good at apologizing.”

Wrong emails, broken automations, awkward follow-ups. But those mistakes became lessons, not reasons to quit. For Mariah, automation was never about perfection. It was about scalability, consistency, and long-term stability.

Best Practices for Agencies New to Automation

One of the strongest takeaways from the episode is Mariah’s advice for agencies just getting started.

“If your systems aren’t easy to use for your staff, and they don’t communicate well together, it’s going to slow down your operations.”

Rather than chasing shiny tools, Mariah encourages agencies to slow down and focus on fundamentals:

Prioritize CRM and AMS integration
Take time with demos and free trials
Assign an internal technology champion
Involve staff early and often

Automation succeeds or fails based on leadership and change management, not software features alone.

Organization First, Automation Second

Before layering in advanced workflows, Mariah emphasizes getting organized.

Many agencies still operate on paper, spreadsheets, or informal notes. These systems create chaos and unnecessary exposure.

“Automation is great, but without organization, you’re just automating the mess.”

Her recommendation is to start with structure and visibility, then build consistent follow-up and communication on top of that foundation.

The Human Side of Technology

Despite being deeply immersed in tech, Mariah is clear about one thing. Automation should never erase humanity.

One of her favorite strategies is video.

“People do business with people. If you can stand out and be different, it grabs attention.”

Video emails, onboarding videos, and educational content allow agencies to scale communication while still showing personality. Perfection is not required. In fact, authenticity performs better.

“The more real you are, the better your customers respond.”

From captions to multiple communication channels, Mariah also stresses accessibility and meeting clients where they are.

Automation as Client Education

Beyond internal efficiency, automation plays a powerful role in onboarding and client education.

Clear onboarding workflows help clients understand how to contact the agency, who to talk to, and which channels provide the fastest service. This not only improves the client experience, it protects agency owners’ time and empowers staff.

Tech That Supports People

The conversation ends where it began, with people.

“People still appreciate real human interaction. That’s not going to go away.”

This Season 2 episode reinforces a simple truth. Technology does not replace relationships. It enables them. When implemented thoughtfully, automation gives agencies the freedom to focus on what matters most.