Transforming Insurance Operations Through Advanced Operating Models

As the Insurance industry emerges from the uncertainty of the last few years, COOs and other senior operational executives are focused on growth. Insurance operations have the potential to help address some of these issues, but levels of maturity and preparedness vary widely across companies and functions. Specifically, the claims and agency support functions have emerged as two key spaces to watch. The three levers of operating model transformation – technology, process reengineering, and advanced organizational structures (shared services, business process outsourcing, and hybrids) – all create impact differently. Using commissioned research, Genpact has examined these trends to understand how enterprises are driving transformation to achieve business impact.