Tech That Respects Culture: Designing Insurance Tools for Real People

Why Tech in Insurance Feels So Out of Touch

Let’s be honest, most insurance technology platforms weren’t built for the real world. They were built for compliance teams, call center scripts, or legacy systems.

What they weren’t built for? Culture. Humanity. The trust between an agent and their client, spoken across languages, across neighborhoods, across generations.

At Arlene Assurance Marketing, we believe that insurance is one of the most human industries out there. It’s built on relationships, often between people who share a language, a cultural history, or a lived experience. When tech ignores that, it alienates the very communities we’re trying to serve.

That’s why we’ve taken a different path, one that centers real people.

America Is a Melting Pot, Our Marketing Should Act Like It.

America’s strength has always come from its people; people from everywhere. From the Caribbean to Cambodia, from El Salvador to Ethiopia, families have brought languages, values, and traditions that shape the fabric of this country.

At Arlene, we design tools that reflect the truth: our nation is multilingual, multicultural, and multigenerational. Respecting people means reaching them where they are in their language, in their comfort zone, and with cultural humility.

We were built so that no one has to rely on their grandson, granddaughter, daughter, or son to translate a benefits brochure, a phone call, or what a plan really means. Our tools empower clients to understand and make confident decisions on their own terms, with dignity and clarity.

You don’t have to speak the language to market to it; you just have to honor it. You have to care enough to reflect it in your tools, your tone, and your workflows.

That’s what we do.

Because when people feel seen and heard, they listen. And when agents feel empowered to lead in their own voice, they sell with heart.

Real People, Real Lives, Real Needs

One of our Spanish-speaking agent users said it best:

“La gente quiere trabajar con alguien que entienda sus valores. Si mi herramienta no me refleja, no me sirve.” Translation: “People want to work with someone who understands their values. If my tools don’t reflect me, they don’t serve me.”

Our industry needs to stop thinking of cultural inclusivity as a “feature” and start treating it as infrastructure. For too long, platforms have been built by people who never had to translate for their parents at the doctor’s office or explain Part D to an abuela who trusts you more than her pharmacist.

We get it. Because many of us are those people. That’s what makes Arlene different.

Designing with Empathy and Equity

Our product and design philosophy rests on a simple question: Does this empower the agent to show up as their whole self and serve their client with dignity?

For us, the answer shows up in the details a bilingual quoting experience that feels seamless and human, not like a clunky afterthought. It’s in personalized marketing that reflects and honors the values of each community. It’s in support of tools built with cultural understanding at their core.

Because at every step of the insurance journey, it’s about one thing: building trust with empathy, authenticity, and intention.

The Future Is Not “Neutral”; It’s Intentionally Inclusive

Insurance doesn’t have to be sterile. It doesn’t have to be cold. It can be vibrant. It can sound like your auntie. It can be you. That’s the world we’re designing at Arlene: where modern tech meets cultural truth.

Because when agents are fully seen, fully supported, and fully themselves; the entire industry gets better.

And that’s the future we’re building together.

Written by Ella Jakucki-Resto, Chief Operations Officer, Arlene Assurance Marketing