Article
Insurance operations: Are you relying on outdated processes or challenging the status quo?
Jan. 21, 2025 · Authored by Phil Schmoyer
Professionals in the insurance industry realize operational efficiency is no longer just a competitive advantage – it is a necessity. Outdated, manual, paper-based practices continue to increase operational costs, diminish customer satisfaction and stunt growth. As organizations across the industry strive to optimize their processes, the cost of continuing inefficient and manual insurance operations becomes an increasing burden.
Even with the ever-evolving digital landscape, insurers still have the opportunity to embrace digital transformation to streamline operations, stay competitive and improve margins – all without increasing premiums. The resulting savings can then be reinvested into strategic initiatives, fostering a cycle of continuous growth and improvement across the organization.
Challenges facing insurers and challenging the status quo
Even with digital advancements occurring daily, many insurers still rely on manual, even paper-based processes, that are difficult to scale, require more time and staff to execute and are prone to errors. Although these processes have been embedded into the fabric of many organizations, they can make growth challenging in a complex and competitive business.
Insurers who challenge the status quo of these processes find that customer service response times decrease, claims close faster and customer satisfaction improves. With customers increasingly expecting digital self-service options, it’s no surprise that digital-first insurance carriers are growing at 2.5 times the rate of traditional insurers [1]. Insurers who challenge the status quo with automated and efficient processes can offer faster and more reliable services, allowing them to increase profits and stay competitive without needing to increase premiums.
Opportunities to increase efficiencies and reduce cost
Investing in digital transformation to uncover and activate opportunities in your current operating model requires a strategic approach that considers technology, process improvements and a customer-centric mindset. The following outlines changes insurers can take to reduce operational costs:
1. Data-driven automation and AI integration
Previously operating largely behind the scenes, the rise of ChatGPT has brought
