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Fast-tracking Technology Adoption in Insurance to Combat COVID-19 Impact 

Srivathsan Karanai Margan

Domain Consultant, Insurance Research and Innovation Lab, Banking, Financial Services and Insurance, TCS

Venkat Seshadri

Head, Insurance Research and Innovation Lab, Banking, Financial Services and Insurance, TCS

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COVID-19 is acting as a catalyst to accelerate digitalization in the insurance industry

The COVID-19 outbreak has had severe ramifications for the insurance industry. Insurers, however, have addressed the COVID-19 impact on insurance with technology driven operational and procedural changes showing incredible agility in responding to the crisis and ensuring uninterrupted service delivery. Now that the immediate crisis phase has been dealt with, it is time to evaluate the post COVID-19 technology imperatives for insurers and define a strategy for the long term adoption of these technologies aimed at future-proofing.

While it may be premature to speculate on the long term adoption and success of these technologies, early trends indicate that some changes could well become permanent and evolve into a new way of working. For instance, a long lasting change in insurers’ operating models spanning remote working, tele-medicine, and tele-education will redefine the workplace and workplace risks. To operate effectively in such an environment, insurers will need to:

  • Understand the risk from changed business models
  • Create appropriate offerings
  • Build sustainable operating models

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