Insurers are increasingly looking for ways to use digital technology to improve the way they connect with customers. However, less attention is paid to how – and to which – back office legacy systems can hamper progress.
A majority – 72 percent- of respondents to a recent Insurance Post and OnBase study rated replacing these systems as Very Important or Important. With this in mind, the Post teamed up with OnBase to host a roundtable discussion on whether insurers are paying enough attention to their back office processes.
Roundtable participants included:
Tokio Marine Kiln’s head of IT Michael Harris started the debate with the suggestion that customer experience has been neglected: “It has been underestimated, but to be fair, those people at the front end really shouldn’t have to worry about these things.
“The secret is making sure the back office is involved in some of those discussions, more so than trying to help the front end understand exactly how complex the back end is, or what we might need to do.”