The technology and capabilities enabling digital intelligence, are now sufficiently advanced enough to allow insurers to identify stages of their quote-to-issue processes where efficiencies can be achieved. This digital intelligence data offers a roadmap to automation excellence by identifying the best targets for process intervention and improvement, by finding and eliminating friction in the customer journey through the analysis of process data. This can help deliver the kind of fast, simple, and responsive experience that the modern insurance customer increasingly expects, as well as achieving process efficiency. This report seeks to identify a practical approach towards the ‘Nirvana’ of digital enablement, automation and optimisation, and uncover some of the obstacles that insurers are encountering.
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