Insurers Struggle to Extract Value from Technology
Insurance companies can gain a competitive edge by leveraging data management and analytics, but only 5% to 10% of them are currently able to extract value from their data and technology investments, according to a Bain & Company analysis.
The report emphasizes the importance of technology leadership in achieving premium growth, reducing expense ratios, and enhancing customer loyalty. It also highlights the need for insurers to modernize their technology systems and make productive use of data to tap into emerging opportunities, such as providing policyholders with risk mitigation and prevention strategies in light of the growing perils like unprecedented climate events and cyber incidents.
“Making deft use of data—from information collected by flood sensors at a manufacturing plant to a driver’s photographs of a crumpled car panel—has become a prime source of competitive advantage for insurance carriers. Zettabytes of data, much of it unstructured and behavioral, now flows from connected cars, houses, factories, and human bodies,” the report’s authors state. “The challenge for insurers is not handling more data; rather, it’s figuring out how to tap and analyze new forms of data and having the right infrastructure and approach to extract useful insights.”
When comparing the scale of technology investment between carriers that are technology leaders in the property/casualty space versus carriers that are not, technology leaders stand out in several areas, per the report. On a scale from 0-1, technology leaders are at 0.6 when it comes to adopting advanced analytics and AI, compared to other carriers at 0.5. On a scale from 0-3, which measures adoption of modern software capabilities, technology leaders are reporting a 3.0, compared to a 2.2 reported metric for all other carriers, according to the report. Also, on a scale from 0-3, maturity of cloud migration is a 3.0 for technology leaders versus 1.9 for other carriers.
Technology leadership can lead to up to 3 percentage points higher premium growth and 5 percentage points lower expense ratios, according to Bain.
However, most insurers struggle to extract value from their technology systems and typically experience long, costly overhauls. The report suggests a playbook for improving technology throughout the enterprise and applying it to pressing business issues. This includes clarity on business priorities, leading with data, investing in the right tools and capabilities, and orchestrating initiatives.
The report cites examples of companies like Allstate, Progressive, and Esure, which Bain said have successfully modernized their technology and data usage. For instance, Allstate improved its premium growth rate by 5 percentage points and lowered its expense ratio by 4 percentage points relative to competitors from 2020 to 2022, by installing a unified customer view and updating core systems.
“For the foreseeable future, insurers that don’t continuously modernize, innovate, and simplify their technology systems risk becoming not just inefficient but irrelevant,” Bain states. “Purposeful investment creates a virtuous circle of increased value, market share growth, and the ability to invest further in tech innovations as they materialize.” &