The future of insurance industry

Our brief was to create a system which would provide a secure, technologically advanced process for preparing and selling life insurance policies and which was designed for use by the full staff of agents, underwriters, actuaries, executives and sales managers. PZU Lietuva also required the system to generate added value in the form of reduced costs and a consistently expanding client list.

This article briefly discusses the most important issues that should be taken into account when designing applications for the insurance industry, including: policy management, invoicing or customer relations. All to show that optimizing operations in accordance with software is possible.

Change is a familiar concept in the insurance industry. Especially with the rise of digitalization, insurance businesses are leveraging software to streamline operations and increase efficiency. These modern software solutions digitize every aspect of the business – from billing and claims management to customer relations, ensuring teams stay updated with regulatory changes and enhancing customer interactions. As a result, customer satisfaction and loyalty are on the rise, with companies providing superior service through their integrated insurance solution.

The most important aspects of insurance software include managing daily operations to facilitate basic administrative functions. The systems that are used are:

• CRM. The abbreviation stands for customer relationship management. It is a combination of technology and marketing strategy that companies use to build digital strategies, manage customer bases, shape customer journeys and collect data for analysis and create statistics. CRM systems combine sales, marketing and customer service in one system, using automation to improve and streamline the customer experience, monitoring the sales process, streamlining marketing activities, customer service and e-commerce. A strong CRM strategy takes into account all stages of the customer journey, from the moment a potential customer learns about the brand to making a purchase and becoming a loyal, returning customer
• ERP stand for enterprise resource planning. This is also management software, but in the area of administration, e.g. inventory management or accounting. An ERP system can be beneficial because it acts as a centralized, shared database that cross-functional teams can access depending on their specific needs. ERP systems integrate data in one place, automate processes and ensure efficiency, which translates into time savings, data centralization, security, data analysis and improved cooperation between teams. ERP systems have various modules, e.g. supply chain management or finance, and can be in the cloud, on-premises or hybrid. Examples of industries using ERP include manufacturing, healthcare, e commerce and construction.

Moreover, cloud-based solutions have added another level of convenience and security by offering scalable platforms to manage these tasks, all while reducing the need for extensive IT resources.

When it comes to insurance software, several key elements come together to create a complete and integrated solution. For example, policy administration modules offer comprehensive management of policy life cycles from issuance to renewal. However, equipping insurers with such software would mean more efficient and effective claims management and policy administration.

Programs for the insurance industry are divided into modules and, for example, settlement modules improve the handling of premiums, payments and financial transactions related to insurance policies. However, customer relations modules emphasize the importance of taking care of the insurer-policyholder relationship for the sustainable development of the company and building loyalty among customers.

Data integration with all IT systems is a very important issue. It is needed so that customers can find their documents or policies faster. It is also about ensuring good visibility of documentation and streamlining channels that were previously overloaded. Integrating systems and programs with cloud solutions is a big help because they provide API integration, connecting to external providers to obtain additional functions and access to data. Thanks to this, by using comprehensive services offered by cloud service providers, insurance companies can safely and effectively construct and implement advanced applications.

In the insurance industry, cloud-based solutions offer several benefits, including:

• Lessening the necessity for extensive IT resources, leading to significant cost saving;
• Enhancing operational efficiency by integrating data management technologies into insurance workflows;
• Providing secure, scalable, and reliable data storage and backup facilities

These benefits make cloud-based solutions a valuable tool for insurance companies.

In the insurance industry, the incorporation of automation into claims management represents significant progress. Tools such as LICOSS offer support for insurance agents by automating the entire sales process. Starting from the first stage of collecting information about the client, the system supports all subsequent participants in the procedure in its quick completion, enabling it to end with the automatic generation of an insurance contract (policy). Automation also means integration with the CRM system, which improves sales, policy management and efficient communication with the customer.

From generating electronic documents to automatically analysing customer data and adapting them to insurance companies' offers, document management and archiving, automation will forever change the insurance industry, improving efficiency and effectively managing processes.

Artificial intelligence technologies help not only in the automotive industry, but also improve fraud detection and risk assessment in insurance management. These technologies can identify abnormal behavior and unusual patterns that indicate fraud using predictive behavioral analytics and real-time monitoring. They can raise alarms in situations such as unexpected high-value claims from policyholders who have no previous claims history.

Insurance systems can have a various actions available for risk evaluation. These actions include:

• modifying the health status of the insured person;
• dynamically changing the risk status;
• requesting additional questionnaires from the insured person;
• requesting additional information;
• recalculating the proposed product parameters, and setting up additional insurance conditions.

Furthermore, insurance software includes analytics and performance reporting functionalities that spotlight potential risks and unravel patterns indicative of fraud within claims management for an insurance company.

In the operations of an insurance company, policy administration software is a key element implementing various important processes. These processes include creating, administering and managing insurance policies, creating quotes and issuing invoices, renewing and canceling policies, preparing claims reports and checking compliance with e.g. legal standards. By implementing automation technologies in these areas, insurance companies can significantly reduce operating costs and improve work efficiency.

In the insurance industry there are effective tools and programs for managing large data sets. Policy management software is a tool that helps insurance companies efficiently manage policies from generation to cancellation. This software automates various tasks such as quoting, generating quotes based on customer data, issuing and renewing policies.

Automation saves time, reduces costs and improves service delivery. It also streamlines the documentation process by automating workflows, making policy management and compliance easier. Overall, policy management software is an essential resource for modern insurance companies looking to streamline their operations and provide better customer service.

In the multifaceted world of insurance, regulatory compliance is of utmost importance. Insurance billing systems ensure compliance by creating an audit trail that records all changes to billing records, providing transparency and accountability. Moreover, insurance policy management software includes regulatory intelligence tools that help manage compliance tasks and monitor legislative changes, thereby avoiding penalties.

Customization is a game-changer in the world of insurance policy management. Tailored software solutions enable insurers to reflect unique business practices and methods of customer interaction, thereby enhancing system efficiency.

Furthermore, flexible insurance policy management software offers the following benefits:

• Adapts to specific business requirements;
• Allows for customization of workflows, forms, and report generation;
• Leads to more personalized policies and services.

It is also worth mentioning that personalization should also include good practices from UX design and be implemented in insurance applications. This action will allow us to create an inclusive application that is accessible to everyone.

Currently, adapting the product to the customer and his needs and guaranteeing personalized services is what we need. This also applies to insurance software, which includes, among others: it can simplify the assessment of customer problems and tailor offers to them, provide accurate quotes, streamline service calls and other faults. Moreover, effective customer communication is supported by a CRM system that helps build positive relationships and provides customers with real-time information on the status of their forms, notes and appointments, minimizing potential misunderstandings.

A redesigned billing experience and customer service improvements through automation can significantly improve overall customer experience and satisfaction. This also applies to insurance programs whose offers are tailored to the needs of customers.

Moreover, CRM systems enable insurers to create optimized marketing strategies by collecting data, creating statistics and drawing conclusions. This, in turn, helps to correctly segment customers and create personalized offers tailored to customer needs.

The future of the insurance industry lies in innovative software solutions like LICOSS, designed to enhance agency performance and streamline processes. From policy management to customer relations, digitalization revolutionizes operations, ensuring efficiency, compliance, and customer satisfaction. As the industry evolves, embracing integrated software systems becomes paramount for sustainable growth and competitive advantage.

What is insurance management system?
An insurance management system, or AMS, is a SaaS tool that optimizes agency business processes, improves agent productivity, and provides instant access to client data. This system helps track insurance policy details effectively.

Do insurance companies use CRM?
Yes, insurance companies use CRM software to manage customer interactions, centralize client information, and automate processes to improve efficiency when contacting clients.

How does insurance software enhance customer satisfaction?
Insurance software enhances customer satisfaction by streamlining operations and increasing efficiency, which results in a faster and more effective response to customer needs.

1. Coursera Staff,  What Is Enterprise Resource Planning (ERP)?, Coursera
2. Coursera Staff, What Is a CRM? And How Does It Help Businesses?, Coursera
3. McKinsley & Company, The future of risk management in the digital era
4. Microsoft Learn, Configure a lifecycle management policy