Journey To Intelligent Operations In Insurance

Insurance carriers today have a broad spread of operations support being run across MGAs, agencies, outsourced and offshored service operations, in-house shared service centers and distributed offices. Insurance carriers need to find a bridge between the radical “digital” experiments happening on the front end, with the global middle office and back office service delivery backbones they have put together over the last couple decades.

To investigate the ways in which these operational environments are evolving across industries, HfS Research in conjunction with Cognizant surveyed 371 business leaders who work in operations. Our intention was to take a pulse on the use of talent and technology to achieve Intelligent Operations, the evolution of traditional Business Process Services that create additional value for enterprises by bringing the capabilities of the As-a-Service Economy into process delivery.

We looked at the role of service providers and the use of emerging solutions for operations, such as automation, analytics and digital technologies, and how they are providing a catalyst for enterprises to adopt intelligent business operating models in a radically different way than in the past.

This PoV highlights the findings of this research from the 44 respondents in the insurance industry, as a point-in-time snapshot of Intelligent Operations within insurance today, and the roadmap for the next few years.