RPA in the insurance industry: lessons learned & best practices

Every day insurers are faced with an ever-growing volume and variety of information distributed across multiple locations, systems and platforms. Every day more data -- including new claims, policy changes, detailed financial information and other business communications -- enter your business. Finding innovative ways to understand and derive value from all of this information is crucial to your success.

Over the years, improving the customer experience has remained the top driver for digital transformation. What were once aspirational views of innovative digital experiences are now requirements for future immersive experiences for both business-to-consumer and business-to-business markets. The race for relevance means organizations must measure and align future technology investments to improve convenience, context and control for both customers and the employees that support them. This requires a shift to the cloud and investments in real-time data-driven experiences. Leaders show an increase in equity and 25-point differential improvement in new metrics. In this webinar, we will discuss how businesses must elevate the importance of information technology (IT) and business agility with an eye toward accelerating the pace of transformation to embrace a modern approach to improving customer experiences from core to edge, as innovation and resiliency are critical to survival.

Insurance claims are a key moment of truth for policyholders where carriers have an opportunity to either make a positive impression and increase satisfaction and renewals, or deliver a frustrating experience that alienates customers and makes them consider alternative insurers. In this Age of the Customer, policyholders demand personalized communications with a seamless end-to-end experience rather than a fragmented and confusing journey.

Almost two years on from the start of the pandemic, this panel discusses crucial questions about the state of our sector, the challenges it faces and the ongoing opportunities to rebuild consumer trust and support the efforts in building back from the crisis. Panellists examine how far the industry has progressed in its efforts to tackle the reputation issues that came to the forefront during the crisis, as well as considering our role in supporting the economic recovery, particularly against the backdrop of net zero targets and the green finance agenda.