Insurance industry leaders have little doubt that investing in digital improvements is absolutely critical to business growth, but legacy systems and processes often prevent them from fully implementing new technology, a new survey suggests.
The survey of 113 insurers, brokers, wholesalers and other insurance industry employees by Genpact and ACORD found that most respondents believe that their organization has not fully reaped the benefits of digitalization.
More than three-quarters say that they can't deliver the full value of digital solutions to their customers because they cannot "optimize end-to-end customer experiences" between the website and back office support structures.
|Replacing legacy systems
One of the most common barriers to truly transforming the business via digital solutions is the persistence of legacy systems that employees continue to rely on instead of newer approaches. In fact, 80 percent say that while the organization is currently undergoing upgrades to their system, the implementation is hampered by fragmented leadership that is conflicted about replacing legacy systems for policy administration and agency management.
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