The Insurer of the Future—Part 8—Smart Automation

Publish date:

The insurer of the future will reorganize its back office using automation—but it will do so “smartly.”

So far, I’ve talked about the specifics of ClaimsUnderwriting and Pricing, and Product Development—but I haven’t really talked about the back office administration functions.

If you’ve been with me so far, you won’t be surprised to hear that I think AI, robotics, and other automated systems will transform those functions as well, and empty them of people.

The Insurer of the Future will reorganize its back office using automation—but it will do so “smartly.” By smartly, I mean that it will figure out how and where to automate to gain the greatest commercial benefit.

Some processes will need to be transformed by using stronger, more automated, core systems.

Some processes, or sub-processes, will gain most from the use of AI/cognitive capabilities: chatbots, vocalbots, machine learning, recommendation engines, etc. And any gaps might best be filled using robotic process automation (RPA) or even non-technology tools such as Lean.

There will be instances where it makes sense to use more than one of these techniques—perhaps capturing short-term efficiency gains through interim RPA of a sub-process, while a more comprehensive longer-term solution is being developed.

The source of success for the Insurer of the Future, however, will be figuring out (smartly) exactly what to apply where, and in what order, to create the highest return on investment.

Please see Part 9—Human Capital for further predictions.

Related Posts

Customer Experience

A practical guide to superior performance: Focusing on the portal and policy administration

Chad Hersh
Date icon September 17, 2020

To fully benefit from modernization, an insurer must understand all of the available options...

Customer Experience

Reinventing Customer Experience through emotionally realistic insurer/policyholder engagement

Anirban Bose
Date icon September 15, 2020

It’s now more common for customers to research and buy on the internet rather than in person...