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Digitizing Insurance: A Long Overdue Change 


Digitizing Insurance: A Long Overdue Change 

With the advent of self-service mobile platforms, users constantly seek streamlined experiences and transformative values when engaging with a new app. To catch up with market trends, insurance companies require fast digitization.

We often associate cutting-edge tech with dynamic industries like telecommunication and manufacturing. However, technology is rarely brought up when discussing intangible service industries like insurance, and rightfully so. The insurance industry has long been notorious for its complex manual processes, abundance of paperwork, and hard-to-digitize workflows.

Lo and behold, digital transformation is, once again, here to save the day. It comes with a slew of advantages that are changing the face of the insurance industry as we know it.

What is digital transformation in insurance?

The insurance industry is going through a tech-driven makeover, with AI, machine learning, and predictive analysis taking the lead in accelerating tedious processes. But this evolutionary shift extends beyond just speed; it’s fundamentally reshaping the provider-client relationship.

Currently, any business that wishes to stay relevant among competitors must meet customers where and when they need something. Insurers strive to achieve that by progressively augmenting their technology budget. In fact, according to Deloitte’s Insurance Industry Outlook, in 2023, 74% of insurers increased spending on AI, 67% on data analytics, and 63% on mobile technology.

Customer experience comes first

Insurers migrating their workflows into the digital realm are now tapping into multiple meaningful benefits that promote a radical performance boost, like streamlining internal processes, improving employee collaboration, and automating operations. Yet the underlying impact of undergoing a digital transformation lies in customer experience.

Nowadays, the longevity of an insurance company’s customer base heavily relies on top-notch customer experiences. That said, ever-changing customer expectations push insurers to adopt newer technologies quickly and upgrade their presentations and experiences. 

With the help of advanced data analytics and IoT-based real-time reporting, insurers can leverage the collected insights to establish a holistic understanding of customer preferences and needs, and subsequently implement omnichannel engagement, identify new growth opportunities, and deliver personalized experiences, elevating customer retention rates along the way.

Also, the sheer convenience of inquiring for an insurance quote, creating customized policies, or requesting a claim through a modern self-serving application/platform drastically improves the quality of service for users. A recent McKinsey found that digitizing insurance claims increases customer satisfaction by up to 15 points.

Artificial intelli-surance

With the ability to emulate human perception, learning, and problem-solving capabilities, AI acts as a key component in the insurance industry’s digital transformation. It’s starting to redirect the industry’s core fundamentals from a reactive detect-and-repair methodology to a proactive predict-and-prevent strategy.

This change of pace is slowly but steadily reverberating across all industry stakeholders, from consumers to insurers, allowing AI and its derivatives, such as machine learning, natural language processing (NLP), facial recognition, and OCR to help optimize decision-making, improve productivity, reduce costs, and enhance customer experience.

How does AI in insurance work?

AI has brought a breath of fresh air to insurance. Gone are the days of filing complicated claims and waiting weeks for a decision. With AI’s capacity to automate and, therefore, streamline processes, insurers are building, from the ground up, a new-found solid trust with their customers.

Here’s what AI in insurance is bringing to the table for both insurers and policyholders:

  • Fast assessment and underwriting of risks
    AI-powered tools can be compelling enough to completely replace lengthy questionnaires and intrusive medical tests. By analyzing relevant data, these tools can, almost instantaneously, establish a comprehensive understanding of a user’s potential risk and tailor coverage to that user’s unique profile.
  • Better fraud detection system
    Traditional methods of combating insurance fraud often prove inadequate. On the other hand, AI algorithms can sift through large datasets, identifying inconsistencies and suspicious patterns in claims histories and medical records. This enables insurers to pinpoint fraudulent claims with great accuracy while safeguarding their financial integrity.
  • Human error reduction
    Repetitive administrative tasks like data entry, document verification, and claims processing are inherently susceptible to human error. Insurers can employ AI to automate these tasks, minimizing errors and freeing up employees to focus on more strategic functions and personalized customer service.
  • Easier and quicker claims processing
    Self-service platforms, with an optimized UX design, can guide users through the claims process and gather relevant information seamlessly. This not only eliminates frustration for users but also boosts operational efficiency for insurers.
  • Data-driven accurate pricing
    No more one-size-fits-all approach to premium pricing. With its data-driven prowess, AI can analyze big loads of information to identify individual risk factors and create personalized insurance solutions accordingly, resulting in highly accurate pricing structures.

Wrapping up

By transforming the insurance industry, technology is achieving a tremendous feat. It’s practically replacing an obsolete business model that has tarnished the industry’s image for so long with a more approachable and engaging eco-system that makes life so much easier for both policyholders and insurers.

And that’s just the beginning. With the continuous evolution of the involved technologies, like AI, the insurance industry is undoubtedly on the brink of a radical change.


CME’s on-going contributions for a tech-forward insurance future perfectly aligns with the digital landscape’s ever-evolving intricacies. Our comprehensive insurance suite enables insurers to seamlessly interact with market dynamics and purse innovation with ease.

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