Market Insights

Keys to developing customer-centric technology

Customer-focused portals require a new look at core systems.

By Fil Firmani | Updated on July 09, 2018

“Insurance is a people business” — you’ve heard that a thousand times. Yet conceptually and technologically, most insurers consider back-office systems and risk data as the central assets to their operations. Until recently, the best carriers offered access to data for customers — meaning agents and CSRs — with the intent of streamlining customer interactions and reporting.

Carriers now understand that in order to succeed, they have to think about more than just policy, claims, billing, and servicing or back-office operations, and they’ve warmed to the idea of directly managing customers — in this case, insurance end users — with portals and analytics.

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