Question · Q4 2025
Brian Meredith from UBS asked for Goosehead Insurance's perspective on why agents will not be disintermediated by the increasing use of AI, particularly given recent industry discussions. He also questioned whether the Digital Agent 2.0 platform, by making it easier for customers to switch, could lead to a decline in customer retention, drawing parallels to the UK market.
Answer
President and CEO Mark Miller explained that while auto may commoditize, home insurance remains complex, requiring human guidance. He emphasized that carriers seek high-quality clients, which Goosehead agents deliver, and that the service function is a critical retention factor. CFO and COO Mark Jones Jr. added that distributing in a choice model directly to consumers is complex due to state regulations and product market fluctuations, noting Goosehead's unique end-to-end digital binding capability. Regarding Digital Agent 2.0, Mark Jones Jr. clarified that initial usage has been by existing monoline home clients adding auto policies, which actually improves retention by rounding out accounts and increasing share of wallet.
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