Agile digitalisation of the insurance processes

Technology development that we have been seeing and the challenging environment we live in, such as artificial intelligence, the Internet of Things and the COVID-19 pandemic has fuelled the insurance companies to rethink their practices. Clients want customised products, tailored to their needs, and they demand immediate responses, which is only possible with a strong digital component of the processes.

For that end, computer systems of the insurance companies should be able to ensure interoperability to leverage the ecosystem. Services as telemedicine, remote loss adjustments or even on call services are part of the insurance companies offer. However, to offer these services and therefore respond to the new client’s needs, the insurance companies have to re-engineer the corresponding business processes.

There are several technological options available in the market with general abilities to model workflows to support the business processes. But this generalisation creates challenges for the insurance activity due to its uniqueness. Therefore, an unspecialized perspective ends up involving tailored software development, creating a barrier when implementing the solution and make it evolve.

The ambition may be to have a workflow modelling solution as a way to overcome this constraint, fully dedicated to the insurance activity, and that is where Cleve Inetum is now positioned.

In practice, this specialization reflects the offer of software that includes a set of pre-established components integrated with the Core software – the Product Library. This offer allows the insurance company to model the business processes in a more agile and easy way, once the components are already developed and custom-made to the insurance business, as well as they are integrated too.

In this regard, instead of having to develop specific software to support the workflow tasks, the insurance company reuses the Product Library components depending on the business requirements.

For example, whether there is a task to schedule a loss adjustment or a task to contact the client, it is enough to use the pre-built components for that purpose, without having to build new software. This approach is the key to achieve greater flexibility of insurance companies’ digitalisation, whether creating business processes or follow their evolution.

It is true that technology is an important backbone to modernize the insurance company, however, there is a dimension that insurance companies must always consider: the human being appreciates personal contact, especially facing a delicate situation. Therefore, besides the business processes digitalisation, it is very important to humanise relationships with clients.