Susan Confort

After years of digitization, underwriting outcomes haven’t materially improved. Why? Because underwriting is fundamentally a judgment discipline, not just a workflow. In this perspective with HFS Research, we explore how agentic AI is shifting the focus from automating processes to augmenting decisions, and how the Genpact Insurance Policy Suite is built to help insurers operationalize that shift. Yasir Andrabi, Macdonald Okolie, Adil Ilyas, Vijay Vijayasankar, Neil Dowling, Chris Wang, Jeff Saye, Reshma Muralidhar, Namita Joshi, Saikat Hazra Read more here: 🔗 https://lnkd.in/e6AqVnHS

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The North American retirement ecosystem is at a turning point. Recordkeepers and TPAs face aging platforms, growing regulatory pressure, and rising expectations for seamless digital experiences. While compliance remains strong, digital maturity is still moderate, revealing a clear gap to best-in-class performance. Based on Everest Group’s 2025 Retirement and Pensions Digital Maturity Survey, this Viewpoint highlights the need for legacy modernization, embedded compliance, and AI-enabled service models to improve participant outcomes and reduce cost-to-serve. Key insights include: ✔️Recordkeepers must evolve from operational gatekeepers into data-driven, participant-centric orchestrators ✔️TPAs need to move beyond reliable processing to become digitally enabled experience leaders ✔️Strategic imperatives center on legacy modernization, embedded compliance through automation, and AI-enabled, straight-through processing to reduce cost-to-serve Read on: https://okt.to/GJwhs1 Get in touch: Vigitesh Tewary Akshay Pawar #RetirementTechnology #Recordkeepers #TPAs #DigitalTransformation #AI #RegTech #EverestGroup

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The global insurance industry continues to show resilience against macroeconomic challenges. As of mid-year 2025, the overall sector outlook is largely neutral, though there are notable differences among key subsectors. Outlooks for the US health and US non-life personal line sectors have been adjusted to "deteriorating" and "neutral," respectively. Meanwhile, the life sector outlooks for China and Taiwan have also been changed to "deteriorating." Discover more in our Global Insurance Mid-Year #CreditOutlook2025 report: https://gag.gl/3iFrpR #FitchRatings #Insurance #LifeInsurance #HealthInsurance

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Adapting to Change: The Evolving Insurance Talent Landscape The way we attract, engage, and retain talent in the insurance industry is undergoing a major shift. From digital transformation to changing candidate expectations, staying ahead is critical. Watch the video to learn how your organization can stay competitive in today’s dynamic talent market.

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Unum’s Chief Experience Officer, Polly Nicholas, and McKinsey partner Ann Carver explore how Unum—a major U.S. insurer—leveraged technology to streamline customer interactions while maintaining rigorous compliance. They highlight integrating digital tools—24/7 self‑service dashboards, HCM system connectors, and real‑time payment solutions like Zelle—to accelerate claim initiation and processing. This “human‑centered” approach prioritizes saving customers’ and employees’ time and emotional bandwidth, particularly by ensuring disability payments are issued within 24 hours of approval. On the business side, Unum emphasizes embedding compliance and security (e.g., HIPAA, state regulations) deeply into its systems and culture. The company uses AI to boost processing speed—while refraining from automating core claims decisions—and employs a rigorous “where to play/how to win” investment model tied to quarterly indicators. As Unum navigates fragmented state leave policies, this framework ensures technology investments deliver measurable ROI and align with its purpose: “helping the working world thrive throughout life’s moments”. https://lnkd.in/gPTwXdD5

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This is one of the more honest takes on technical debt I’ve read in a while. For insurers especially, technical debt isn’t an abstract IT problem — it’s already sitting on the P&L, showing up as slower product launches, longer claims cycles, higher LAE (arguably the largest controllable expense), compliance overhead, and frustrated agents and policyholders. The data point that should stop leaders in their tracks: $370M per enterprise per year wasted on average due to legacy drag. What resonates most is the shift in mindset this article reinforces: Modernization is not about ripping and replacing core systems overnight It’s about unlocking business logic, externalizing decisions, and modernizing incrementally — without blowing up what still works Treating technical debt as a managed program, not a one-time project Carriers that get this right won’t just modernize faster — they’ll launch faster, settle smarter, comply with confidence, and reinvest savings into the next slice of transformation. Well worth the read for any CIO, CTO, COO, or CFO in insurance who’s tired of funding delay, rework, and missed outcomes disguised as “maintenance.” #pega #labb #partnership #legacy #roi #honesty

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Across industries, executive collaboration paves the way for smooth, rapid advancement. What if C-Suite teamwork is all that your transformation effort is missing? Budget pressures and transformative technologies define today's landscape. In this great article, Mary Shacklett emphasizes that CIOs are embracing shared leadership with other CxOs to drive digital success. The paradigm has shifted! Tech readiness is no longer solely an IT mandate; we understand the importance of careful adoption and integration. Effective executive collaboration starts with a shared commitment to a common goal and builds from there by valuing the unique skills and perspectives of each partner. When we break down silos and build bridges at the executive level, we set a unified vision for company success. How do you encourage cross-functional leadership in your organization?

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