The Back Office Is Back: Why Health & Life Insurers Will Differentiate Through Operations, Not Interfaces
Over the past few months, I have been working with a health and personal protection insurance company on a strategic review of the evolution of its claims-handling operations, the trade-offs involved in determining its future direction, and the adoption of a new generation of health and personal protection management platforms. As the work progressed, one question gradually came to the fore: whilst insurers are investing heavily in the member experience, customer portals, digital journeys and…