Industry Trends

A Digital Shift – Emerging Technologies are Driving both the Present and Future

Michael Desrochers
January 23, 2024
8 min read

Reimagining Business Operations

By now, regardless of what industry we are referring to, many of us have already heard the term “Digital Transformation.” Although the insurance industry has a reputation for being cautious and slow to adopt modernization, the coronavirus pandemic accelerated digital transformation and has pushed insurance companies toward a technology “tipping point.” Carriers today realize that in order to stay competitive in an ever-changing market they need to embrace a digitalization strategy.

In my daily conversations with insurance carriers, I have noticed that many are in different phases of their digital transformation journey. Since digital transformation will look different for each individual carrier, it is not easy to come up with a definition that applies to all.

What is Digital Transformation

It is a cultural change that requires organizations to continually challenge the status quo along with a fundamental rethinking and reshaping of overall business processes.

In simple terms, digital transformation refers to the integration of digital technology into all areas of a business, fundamentally changing how it operates and delivers value to customers. It goes beyond just implementing new tools or software. It requires a holistic approach that encompasses people, processes, and technology. The goal is to harness the power of technology to optimize operations, improve efficiency, and create exceptional customer experiences.

Role of Emerging Technologies

Shifting away from more-traditional practices and strategies.

Emerging technologies are driving the digital transformation wave. These technologies offer immense potential for insurance organizations to streamline processes in different ways by allowing companies to gain valuable insights from data, automate tasks, and deliver personalized experiences to customers.

Some of these technologies impacting the industry are:

● Artificial Intelligence (AI)

● Machine Learning                          

● Robotics

● Internet of Things (IoT)

● Telematics

● Cloud Computing

● Data Analytics

● Predictive Analytics

● Blockchain

Overcoming Challenges to a Successful Digital Transformation

Along the transformation journey there can be specific areas where organizations need to Invest in understanding their current state and future.

Breaking down siloed decision-making and obtain leadership buy-in

Provide a unified vision that propels every group/department towards a common business goal, and having top-level executives actively support and promote the digital transformation process by championing the changes and communicating their benefits (create a culture of change and openness).

Advancing out of Legacy systems and invest moving forward

Outdated technologies are slow and inflexible, making it harder to adapt to transitions and integrate with innovative technologies (along with vulnerability to security breaches). It can be difficult to move out of a technological comfort zone, but the benefits of a more agile and robust platform outweigh the maintenance of obsolete systems. Digital transformation is a strategic investment and should not be seen as just an operational expense. Although proper budget allocation is required to ensure proper implementation as to not impede future agility and adaptability.

Overcome risk-averse culture and build confidence

Resistance to change is natural, but it can hinder the progress of any digital transformation efforts. By addressing the adoption of new technologies in a clear and consistent framework, that communicates the purpose and benefits of digital transformation initiatives helps all members of the organization understand the need for change and reduces uncertainty. Emerging technologies function as catalysts for fostering an innovation-driven culture within insurance organizations.

Measuring ROI

Overall benefits may not be immediately apparent or quantifiable. The value derived is much more than financial metrics. There needs to be consideration of a combination of other additional metrics: increased revenue from selling more, quality improvement, enhanced productivity, reducing physical infrastructure, etc.

Positive Effects of Digital Transformation

The following are just some of the accomplishments that an organization can gain from a digital transformation.

Revenue Growth

Adopting digital technologies opens new opportunities and provides an edge over your competition, which boosts revenue in the long run and provides overall cost-effectiveness.

Optimizing Business Operations

Digital transformation plays an important role in amplifying work. It improves overall productivity and facilitates growth by enabling a collaborative work environment amongst all stakeholders – ultimately creating better decision-making capabilities for the organization.

Improving Customer Satisfaction

Adopting digital strategies enhances the customer experience, providing personalized services, self-service options, and real-time access to information.

Promoting Innovation Culture

Emerging technologies serve as catalysts for fostering an innovation-driven culture within insurance organizations (by adoption of digital tools, insurers can explore new ways of serving customers, developing products, and optimizing internal operations).

The Future of Digital Transformation in Insurance

Carriers must position themselves to be profitable and sustainable. Digital transformation in specific areas allows carriers to compete in an evolving market.

Digital transformation in insurance is constantly evolving. With the rapid growth of digital technologies, insurance carriers are increasingly looking to adopt digital solutions to improve policy retention, mitigate risk, increase efficiency, reduce costs — and overall, to remain competitive in the market.

Many insurance companies have started using digital transformation to make their operations smoother, improve customer experience, and stay competitive in the market. This includes using data analytics, automation, and digital channels for customer interactions.

Currently, there is a focus on incorporating digital transformation technologies into insurance carriers’ operations that would allow for data-driven decision making. Insurers can collect vast amounts of data from various sources such as IoT devices, social media, and customer interactions. By leveraging advanced analytics and AI algorithms, carriers can acquire or collect valuable insights from this data to make better-informed decisions.


Carriers can become more agile to achieve a wide array of business goals.

The digital shift is disrupting traditional insurance business models. To thrive in this evolving landscape, insurance carriers must embrace digital transformation by leveraging emerging technologies, adapting their business models, and fostering a culture of innovation. By doing so, insurers can position themselves for success in the digital era and meet the changing needs of their customers, and those who can embrace it will find themselves in a strong position for success.

PCMS Atlas is an end-to-end enterprise suite solution designed for small to mid-size insurance carriers to better streamline their overall operations and maximize their potential. Atlas offers additional extended capabilities through simple dynamic API integrations with other third-party ecosystem partners.

Michael Desrochers
January 23, 2024
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