How Digital Transformation is Changing the Insurance Industry

insurance broker and clients

The phenomenon of digital adaptation and transformation is occurring in the majority of working sectors. Insurances are no exception in the market, fully aware that they must remain near their clients constantly, and that can only be achieved by being present online.

Admittedly, the insurance industry took its time and was rather slow compared to others to introduce digitalisation, however slowly but surely insurances are now increasingly switching to digital to meet and keeping up with the demands of their insureds. 

Let`s see how the digital transformation in the insurance industry assisted by artificial intelligence (AI) will serve as an upgraded holistic approach, not only for their clients with features like mobile services and live chat, but also internally providing statistics, data and predictive analysis among others.

How Digital Transformation is Changing the Insurance Industry?

The introduction of digitalisation within insurances brought with it many advantages like the streamlining of their operations, and claims which now can be processed automatically.

Brokers too can now aggregate all their information, work faster and more accurately with the help of the digital platform embedded within the company.

Clients appreciate the digital look, the revamped website, the interactions like live chat, and the easier eye-catching all-inclusive method by which they are accommodated. It is a one-stop-shop in the palm of their hands, requesting and getting feedback via the insurance`s app.

Furthermore, it is a well-known fact that word of mouth can be a strong publicity tool, so happy clients will spread the experience. Thus, the adaptation of digital transformation within the insurance sector will surely impact positively also sales. By on-boarding new customers and novel employees who will be lured by the modern digital-assisted workspace, the industry will flourish, and will also hold the tech tools to manage and keep existing clients and staff happily engaged thanks to its digital adaptation.

More Benefits

It is understood that every major change within a company comes with its challenges, with both staff and clients passing through a learning curve, adapting to new systems, albeit in a different way of course. Conversely, once settled, all involved will notice that the benefits outweigh any cons.

The digital transformation of the insurance industry then brings with it various remunerations, but the real impact on the segment can be summarised in the following salient points:


It stands to reason that with the introduction of technology assisted by artificial intelligence and predictive analysis, almost every facet of the insurance operations will be optimised. This will bring with it primarily speed thus efficiency.

Machine learning capabilities will enhance policy writing which can be completed now in less time, while claims can be processed even via the insurance app instantly.

As aforementioned, clients will also obtain a swifter customer service, with optional live chat while digital assistants will help insureds in their most important time of need.


Clients today expect service and attention suited to their needs, when and where they want it, as everything is held on their smartphone and on the go. Insurances like other industries, assisted by digital transformation, are being empowered with the gears they need to cater for their clients anytime anywhere, without overextending their resources.

This personalised experience will impact both brokers and clients positively. No more waiting on the phone, wondering if the claim has been received and/or processed, with customers viewing their policies, paying bills and file claims instantly on the insurance app.

Digital technologies are providing customers instant feedback while helping brokers do their jobs more efficiently and effectively.

Moreover, personalisation is leveraging marketing efforts, as with robust data analytics and AI systems at hand, insurances can now use the power of social media to reach targeted audiences or niches which they can truly impact.


We recall insurances as being a bit clunky in their services, however thanks to technology it has now become a more malleable segment, flexible to current demands, and even more scalable at both front end and back end operations.

At the front-end, via self-service dashboards and apps, insurers today can offer their services everywhere, while also collecting prised information from customers via enabled devices and even wearables.

This collected info will assist brokers and insurers to make more accurate decisions at the back-end, on underwriting, policies, new product offerings and more.


Technology is always evolving, therefore industries switching to digital will be somewhat future-proof as more opportunities will be created in the years to come.

Insurances will continue to grow and adjust with new tech and capabilities in line with the foundation that is being laid and the ongoing progress of the various AI, machine learning, blockchain data, data analytics and predictive analytics.

The Way Forward

This is just the dawn of the digital transformation within the insurance industry. Insurers today have embraced the challenge, adopting and utilising provided tools and finding creative ways to optimise all areas of their operations.

This transformation is reshaping the current and future state of the industry, and with 90% of insurers today stating that they have a long-term plan for technology innovation in place, the digital transformation of the insurance sector has just started.

Learn more about our Digital Transformation services.