Cannot be repeated often enough- "Solutions need to be driven by business and customer needs."

Too many insurtechs and too many transformational projects are not addressing customer and business needs. Too many do not combine both customer and adjuster +  colleague  needs.

I was in the Shard London recently looking down at the gleaming new London Bridge railway station. A CTO pointed out that the critical success factor was not the technology but "maintaining the current business of getting millions of passengers into and out of London every day whilst in parallel rebuilding and modernising one of the busiest rail terminals in the world".

Insurers must achieve the same so with world-leading: -

  • Vision, strategy, leadership and culture
  • Change management, HR and operations expertise
  • Engagement and commitment across, up and down and everywhere in the organisation and its supply chain.

Technology is the underlying digital platform to support the goals, deployment and future success. See more about his in "Are you digital claims goals ambitious enough?"