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Putting the “sure” in insurance – the power of intelligent automation, improved analytics and cloudification

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Vivek Agarwal, President – BFSI, HLS and Corporate Development, Tech Mahindra

 

We have seen most insurers demonstrate tremendous resilience in managing through the COVID 19 curveball. Through sheer grit and determination, they have been able to make the workforce productive from home and ensure clients and employees are supported. They rapidly deployed digital tools to address virtual sales, implemented collaboration tools, upgraded networks, enterprise security, and other components to keep the business humming. This was a CEO and board conversation, and, in most cases, they realized the level of underinvestment in technology across their organization. While some were already on the path to digitization, for most the global pandemic served as a wake-up call.

According to KPMG, 85% of insurance company CEOs say COVID-19 accelerated the digitization of operations, while 79% believe the pandemic brought a new sense of urgency to create new business models and revenue streams. As per McKinsey Global Insurance Pool Statistics, there is an upsurge in digital sales over in-person sales in the last two years across Life and P&C businesses.

This is welcome progress – acknowledging the necessity of digital transformation in a historically slow-changing industry is a step in the right direction. Customers have already moved forward and are becoming increasingly comfortable with buying policies online. ~70% of millennials1 want personalized policies and report 2.5x higher interaction on social media & 2.0x on internet-mobile 1. Providing top-tier digital experiences is table stakes.

But acknowledging the need is just one step; selecting the right technologies to spearhead the revolution is a different story altogether. While a handful of businesses have shown success, many lack a coherent view of the key technology trends to select, while almost a third struggle with quick decision-making.

For those who are yet to begin digitizing operations, it would be beneficial to understand three of the biggest technology trends disrupting the insurance sector:

 

Intelligent automation

In a year likely to be defined by fine margins, intelligent automation can boost business efficiency and create smart processes. For insurance businesses, intelligent automation can significantly save time, thus creating operational cost efficiencies, for example, automation can reduce the claim journey cost by 30%. Additionally, and in the long term, it can drive insights that keep customers returning year after year. Staff can spend less time analyzing data, and reallocate their time to more meaningful, higher-order work.

Subsectors such as the global reinsurance market are under increasing pressure due to factors like everchanging capital adequacy requirements, frequent weather events leading to higher claims, and the changing business environment due to geopolitical and economic issues. Intelligent automation solutions can enable reinsurers to improve their profit margins and offer value-added services to customers.

 

Data & Analytics

Insurance organizations are becoming increasingly keen to leverage the power of in-house and third-party data. A rapidly digitizing society is driving up the number of touchpoints that generate data – be it government, environmental, individual, or even location data. In turn, this can be deployed to drive the advanced capabilities offered by big data, artificial intelligence, machine learning, deep learning, and other complementary technologies like robotic process automation (RPA).

Best-in-class insurance companies are already developing and deploying these intelligent decision support mechanisms to augment and transform customer service, underwriting, pricing, claims, and many other ancillary functions. Some of the use cases like L&A insurers predicting customer behavior, identifying lapse patterns, and improving cross-selling capabilities; P&C insurers focusing on fraud analytics while reinsurers prioritize claims automation, and insurance firms are increasing profitability in many ways. As such, taking the steps to build new infrastructure and invest in new models will add a competitive edge for insurance companies.

 

Cloudification

Finally, an increasing number of insurance providers are harnessing cloud capabilities for both their core and noncore workloads. Hybrid and multi-cloud approaches are becoming prevalent. Doing so, along with legacy decommissioning, helps businesses to reduce both capital expenditure and operational expenses, enabling them to be agile and responsive to keep pace with the rapidly changing marketplace. In our experience with large-scale cloud migration and infrastructure consolidation, insurers can expect to benefit up to 25% of the Total Cost of Ownership (TCO). In many cases, these savings are imperative to justify the business case and fund new transformation. Tech Mahindra uses 6 proven levers to deliver the overall TCO reduction.

Cloud technologies can aid and improve governance and compliance, minimizing risk for businesses in a changing regulatory landscape. The solutions are now so sophisticated that they are more reliable than traditional solutions, offering the flexibility, agility, and scalability required to meet changing customer expectations. Further, for businesses looking to harness intelligent automation and data and analytics, cloud platforms offer secure data storage which can be accessed from anywhere.

These three trends can revolutionize insurance industry processes, from optimizing premiums to identifying fraudulent claims. Intelligent automation, big data, and cloudification have been at the periphery for years, gradually disrupting many back-mid-office functions. However, the pandemic brought these technologies to the forefront, as companies deployed them to overcome new challenges confronting their customers. Drawing upon lessons from some of the other industries that are ahead in this journey and that we have served successfully as partners, there is significant potential to leverage from connected ecosystems of partners, data, and devices that these technologies can help enable.

The rewards of a digitized insurance sector are numerous. Intelligent automation, improved data analytics, and cloudification will help companies not only grow top lines and strengthen bottom lines, but they will also be more responsive in meeting market demands while having a scalable and secure enterprise. A sustainable transformation approach tying together initiatives will go a long way to achieve these outcomes. The onus is on insurance companies to establish this, move swiftly and unlock these benefits.

Wealth Management

Green with Envy – an Environmentally Conscious Data Center

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Mark Fenton, Product Manager, Future Facilities

 

Environmental considerations are at the top of every business leader’s agenda and an increasing focus for governments worldwide. For example, in COP 26 discussions at the end of last year, the UK committed to data centers becoming carbon zero by 2050. As a result, there’s growing pressure on data centers – which consume around 1% of global electricity usage – to become greener. Digital twin technology can help data centers reach this goal and achieve additional benefits at the same time.

So, what is a digital twin?

A digital twin is a 3D, virtual replica of a physical data center that can simulate its behaviour under any operating condition or scenario. Using advanced computational fluid dynamics (CFD), the replica can help managers plan changes they intend to make, in terms of layout and technology implementation, in a safe environment. Digital twins provide a clear view of the airflow/cooling systems and the power supplies within the data center and give a physics-based view of how they are operating and allow a sand box to test out potential improvements in a virtual environment. This allows stranded capacity to be freed and cooling to be used at the highest possible temperature whilst maintaining ASHRAE levels, without risk. These capabilities can also be applied to making data centers greener as we’ll explore throughout this piece.

Unlocking efficiency to meet environmental goals

Digital twin technology is already being used by several large global financial services enterprises to unlock operational efficiencies and support green goals.

Mark Fenton

For example, a top five global financial services organisation recently implemented the technology in its data centers containing high-density racks of approximately 14KW to maximise capacity and fine tune efficiency without risk. With a digital twin, they achieved a holistic view of cooling, space, power, electrical, and reporting, meaning that changes could be made to increase capacity without triggering overheating or/and an outage. By unlocking capacity, they also delayed the need to build a new data center at great financial and environmental savings.

Extending the lifespan of existing data centers

Black & Veatch has also used digital twin technology to increase the lifespan of its customer’s existing data centers. It reassessed its clients’ data centers using digital twin technology and found that the lifespan of their facilities could be extended by maximising capacity and space utilisation, as well as effectively distributing stranded power. By running several modelling scenarios, Black & Veatch established the optimal configuration to yield mechanical systems performance. This ultimately ensured its clients’ existing data center could meet the company’s needs for longer, mitigating the environmental impacts of building a new data center before absolutely necessary or outsourcing to colocation, saving the company millions of dollars.

Financing data centers in an energy crisis

Finally, a digital twin was used for a financial services customer to measure the data center’s availability, capacity, and efficiency to understand its current operational performance. Through physics-based simulation with digital twin modelling the company’s data center reduced the PUE from 2.35 to 2.0, resulting in a $1.15 million saving in energy costs across a 24-month period. This was made possible by integrating digital twins with existing monitoring and DCIM systems to be automatically updated with new deployments, maintenance schedules, and larger capacity project planning. With this, managers could track energy usage and monitor and optimise efficiency for more environmentally friendly outcomes.

While reducing energy usage is vital for the health of the planet, it’s also essential from a business cost perspective. In the context of the current energy crisis, the cost of running data centers is increasing significantly, so operators must think of ways to minimise expenses, and energy efficiency offers a clear road to this.

A new era of data center management

In 2022, data center managers face a whole host of challenges, none more prominent than the climate change battle. As such, data centers have a responsibility to run as efficiently as possible to maximise capacity. Small changes to the data center’s efficiency across large global organisations can make a big difference to the overall business and environmental cost. Not only will this be greener for the planet but will also help protect companies against rising energy prices.

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Technology

How Digital Adoption Platforms can enhance digital transformation and customer experience in the insurance industry

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By Vara Kumar, CPTO & Co-founder, Whatfix

 

Like many industries, the insurance sector was prematurely hastened towards digitalisation due to the Covid-19 pandemic. Now, digital adoption continues to be a key focus of many organisations to strengthen their fully or partially remote workforce with nearly 50% of IT spend being put behind the growth of core applications and infrastructure, and an additional 25% being invested into digital solutions.

But with millions of claims processed every year, needing to provide superior customer service to drive retention, complex procedures and processes to navigate and both internal rules and external regulations to follow, digital transformation plans for insurance organisations are filled with challenges.

Increasingly digitalised workforce

With the pandemic came an overhaul of how we work. Remote and hybrid working is now the norm, and across most industries, there’s been a huge expansion in both the number and type of digital applications used to communicate, collaborate and enhance productivity across an organisation.

For the insurance industry, this has meant that every employee, from underwriters to customer service agents, has had to adapt to handling their steps of the process, from setting up coverage to filing a claim, remotely, and across multiple platforms and tools.

The challenge is ensuring this more digitalised workforce fully understands how to successfully navigate each application effectively and efficiently to ensure they can deliver on their services and customer experience (CX). But putting together a skilled, high-performing IT team can be difficult – according to an enterprise study, 54% of organisations said they’re not able to accomplish their digital transformation goals because of a lack of technically-skilled employees. This is further complicated by the fact that, in an age of labour shortages, the sector is forced to get creative and find ways of managing the workload and navigating new technologies with a smaller workforce.

Changing customer expectations

On top of the challenges that the increasingly digitalised workforce is experiencing, the tech-savvy customer of today also expects more from their insurers. Indeed, the pandemic forced customers as well as organisations to become more IT-literate, and in the customer service space in particular, customer expectations are high.

Customers today want and expect to be able to make maturity or house insurance claims in an efficient and straightforward manner, across multiple platforms, from phone to email to social media, preferably in a matter of minutes.

McKinsey observes that improving the value chain from the customer’s point of view is an important step within digital-ecosystem efforts, and HubSpot found that 90% of consumers expect an immediate response to a customer support issue, with 60% defining ‘immediate’ as under ten minutes. Even pre-pandemic 44% of customers were comfortable utilising chatbots for insurance claims, and 43% were comfortable using them when buying insurance policies.

Undergoing a digital transformation on the customer side is crucial then, as insurance providers that can meet these changing customer expectations are more likely to attract and retain customer loyalty now and in the future. However, just 30% of insurers believe that they have the capabilities to fully digitalise their customer experience.

So, what can insurers do to meet the technological demands of a digitalised workforce and a multi-channel CX for tech-savvy customers?

Using DAPs to boost digital transformations and CX

In a rapidly changing market, Digital Adoption Platforms (DAPs) can be a huge advantage to insurers looking to manage the challenges of today and come out on top. A piece of instructional no-code software that sits as an additional layer on top of other software applications, such as Claims Management or Policy Administration Systems, to help train and guide users on how to best use the software, DAPs can massively improve the agility and effectiveness of business processes across an organisation.

On the employee side, for example, DAPs can help insurers to manage challenges of a frequently changing workforce by making it easier for employees to get to grips with new digital applications. With the likes of  guided walk-throughs and task lists, which help employees through each step they need to know and just-in-time nudges to reduce policy administration, claim, or underwriting processing times, employees are more efficient and technology adoption is streamlined and accelerated. Easy to integrate into existing systems, DAPs can be used to not only train and onboard new employees but also upskill veteran workers, training the workforce as a whole on the latest technologies being used across the industry. As a result, everyone from underwriters, claims, and service representatives will better understand insurance tools that will enable them to be more productive and better deliver customer experiences leading to better business outcomes. Indeed, from the customer perspective, DAPs can enable companies in the insurance industry to keep CX positive and smooth. Firstly, by training on near real-life scenarios and secondly, by being able to more easily navigate applications, processes and systems internally, customer service representatives will be able to spend more time and focus on the customer and on resolving their queries, without being hindered by technological hurdles. For example, errors made in policy or claims processing can be reduced if employees can use self-help elements of DAPs to mitigate issues and solve queries themselves, in real-time. As a result, customers will be happier with their service, and more likely to stay loyal to that brand.

Customer-facing platforms can also be improved using DAPs. Typically, legacy apps whether on our phones or online, can make it difficult for users to complete their tasks, leaving them frustrated. With DAP user-specific content and just-in-time support, such as pop-ups, automated walk-throughs and user guides for every part of the user journey, customers can experience a smoother journey and have their queries and issues resolved more efficiently..

Drive efficiency and customer satisfaction

DAPs are already growing in popularity, with Gartner predicting that by 2025, “70% of organizations will use digital adoption solutions across the entire technology stack to overcome still insufficient application user experiences.”

So, now is the time for insurance providers to leverage this technology to facilitate their digital transformation plans. By ensuring their increasingly dispersed and digitalised workforce can use the latest applications to their full potential, and that their customer journey is as efficient and easy-to-use across the multiple channels customers expect, insurers will see huge benefits, from increased efficiencies to improved customer satisfaction.

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