The case for connected insurance

Connected insurance allows organizations to digitize the hard-earned expertise of their underwriters and claims professionals, allowing for faster onboarding of new hires while driving more consistency in decision outcomes by a distributed workforce. (Photo: Blue Planet Studio/Adobe Stock)

“Innovation springs from necessity, not abundance” is a phrase that resonated more than ever during the pandemic. It’s been well documented that insurance organizations were forced to quickly pivot and enable an all-remote workforce while still maintaining their full ability to write business and handle claims. Most firms have spent years refining their underwriting and claims processes to gain efficiencies, increase speed, and improve customer satisfaction and retention.

Yet suddenly, workflows that retained manual touchpoints were stressed as underwriters could no longer meet face-to-face with producers, claims adjusters could no longer conduct site visits, and mailrooms struggled to manage paper documents in a safe and secure way. However, insurers one by one incorporated “life hacks” into their underwriting and claims processes to enable business as usual as best they could, often through the creativity and innovative spirit of their workforce and new technology.