How AI is accelerating policy migration
Artificial intelligence can help insurers modernize policy migration, making the process seamless for customers and providing better customer experience, according to Juan Huerta, head of AI with Zinnia.
He noted that, as insurance companies continue exploring AI in different areas, its usefulness as a tool to help “transform infrastructure” — building and modernizing — should not be overlooked.
“Another example is migration,” Huerta said. “As we build systems that are for policy management, that are newer, the question arises as to what happens with carriers who have blocks of policies on legacy systems.”
He noted that many insurance policies or products “could have been purchased or acquired many years ago” and could exist in legacy systems that existed long before the concept of AI was even a thought.
“The migration of those policies into a new system is something that, traditionally, could be a very difficult and manual process. So, that’s another area where we’re finding that AI could help automate, could help speed up and could help facilitate those migrations,” Huerta said.
AI is a “really great technology” for facilitating more modern policy migration, he explained, precisely because it’s a tool that works well at generating hypotheses.
“When migrating these blocks of policies, the AI needs to explore what are the configurations that make sense in order to map existing previous legacy products into the new systems, how to migrate those transactions, how to make sure that the ledgers match, that this migration is accurate,” he said.
In his experience, AI is a “very promising technology that can help make this migration much more accurate and faster.”
Better customer experience
Huerta said using AI for policy migration can also have benefits from a customer service perspective, as “the customer shouldn’t be able to notice the effect of a migration” and AI can help with precisely this seamlessness.
He explained that a policy running on a legacy system should become “transparent” once enabled in a newer, modern “target system” such that it can now be fully managed in the new system.
The benefit of this, he added, is that these new systems are often easier to use, supporting better business processes for the carrier and simultaneously a better experience for the end-user, being the customer. In addition, migration of policies into newer systems can enable access to new features and products that are supported by AI.
“The idea is that in the new environment, your migrated policies should be able to have a better customer experience for the user. And it also should be a good thing for carriers to have these new systems. Usually, this new system supports better functionality than legacy systems,” Huerta said.
Infrastructure-first approach
Huerta noted insurance companies tend to think of AI as a tool for customer service interfaces, but said there is value in taking an “infrastructure-first” approach to AI adoption.
“We hear of chatbots, we hear of improved funnels, we hear of customer interfaces that facilitate the customer-facing products. That’s traditionally what many organizations and many people think when they think of AI. But what we think, also, is that AI can help in the development, in the configuration, in the deployment of infrastructure,” he said.
Legacy systems and data are largely considered to be one of the biggest barriers to full AI adoption across the insurance industry.
According to Huerta, one of the clearest cases where AI can be used to modernize infrastructure is with policy migrations, as it can transform “legacy blocks into new systems” and support “the configuration, bringing tools that make this easier.”
“AI is also a super valuable technology in this stage, even though it’s not necessarily consumer-facing,” Huerta said. “System administrators, product developers, actuaries, brokers, broker-dealers – all of these can benefit from better tools, better infrastructure and so can the people who are building the infrastructure itself.”
The next step
Huerta said bringing legacy insurance policies into modern systems can open the door for better availability of products and better education on products that can benefit the entire insurance ecosystem.
“As more carriers adopt this technology, eventually the net result will be to have a better availability of products, products that are better matching the needs of consumers,” he said. “They have the features, the characteristics, the innovation that consumers need to have to fulfill their needs.”
He added that the ability for consumers to better inform themselves about the products available, some of which may seem complex to them, is important “for the products to make sense,” and noted technology can help with this.
“I do feel that this technology can really help the whole ecosystem of carriers, distributors and consumers to have a better availability of products, better matching of the products, better shopping experience and overall a better impact for the feeding and fulfilling those needs that the consumers have,” Huerta said.
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