Introduction
A recent BCG survey highlights a growing disparity in IT spending within the global insurance industry. With IT investments projected to grow from $210 billion in 2023 at a rate of 9% annually until 2027, it is clear that there is a substantial focus on revenue-increasing and cost-saving opportunities.
However, this focus often leaves policyholder experiences (PX) and customer service improvements underfunded. This gap is particularly pronounced in emerging markets, which contribute over 25% of global insurance gross written premiums (GWP) but account for less than 10% of global IT spending.
The IT Spending Disparity
Emerging market insurers face several challenges that hinder their ability to allocate more IT spending toward transformation and PX improvements:
- Emerging vs. Mature Markets: Insurers in emerging markets (Asia, Africa, Latin America) invest less than 2% of their total GWP in IT, compared to more than 4% in mature markets (US, UK, EU, Australia, Canada). Some insurers in these mature markets allocate as much as 7-9% of their GWP to IT.
- Legacy Systems and Cloud Costs: A significant portion of IT budgets in emerging markets is spent on maintaining legacy IT systems and rising cloud costs, leading to increased operational expenses (OpEx) and reduced capital expenditure (CapEx) for future initiatives.
- Rising OpEx: A significant portion of IT budgets in emerging markets is spent on maintaining and running legacy IT systems. Additionally, cloud costs are quickly ballooning, increasing overall operational expenses (OpEx) and leaving less money for future capital expenditures (CapEx).
- Missed Opportunities in Technological Advancements: While some insurers in emerging markets managed to avoid spending on blockchain and distributed ledger technology (DLT), which were hyped as revolutionary, they now face the challenge of catching up with new technologies such as robotic process automation (RPA), augmented reality/virtual reality (AR/VR), and the metaverse.
Regulatory Impact on IT Adoption
Regulations in emerging markets can both facilitate and hinder IT adoption:
- Consumer Protection: Regulations around data privacy and security can build trust in new technologies.
- Standardization: Clear regulations create a level playing field, fostering competition and innovation.
- Innovation Sandboxes: Regulatory sandboxes allow new technologies to be tested in a controlled environment, mitigating risks and accelerating adoption.
- Compliance Costs: Stringent regulations add compliance burdens, especially for smaller companies, hindering IT investments.
- Slow Implementation: Outdated regulations may not keep pace with technological change, creating roadblocks for innovative solutions.
- Uncertainty: Unclear or unpredictable regulatory environments can discourage investments in new technologies.
Role of Insurtech Startups
Insurtech startups are pivotal in driving digital transformation in emerging markets through:
- Agility and Innovation: Startups can develop and deploy new technologies faster than traditional insurers.
- Local Focus: They tailor products and services to the specific needs and preferences of local customers.
- Leveraging Technology: Startups readily adopt cloud-based solutions and data analytics, reducing costs and making insurance more accessible.
- Collaboration: Partnerships between insurtech startups and established insurers combine innovation with industry expertise, accelerating digital transformation.
The potential of Cloud Computing
Cloud computing offers significant benefits for emerging market insurers, including:
- Cost-Effectiveness: Avoiding upfront infrastructure investments and paying only for used resources frees up capital for other IT initiatives.
- Scalability: Cloud platforms can easily scale based on needs, allowing insurers to adapt to market demands.
- Improved Security: Cloud providers invest heavily in security measures, offering robust security infrastructure without significant investment.
- Faster Innovation: Access to new technologies and tools enables insurers to innovate and launch new products quickly.
However, challenges such as limited internet connectivity and data privacy concerns remain.
Strategies for Overcoming IT Investment Challenges
To bridge the gap between transformation and policyholder experience, insurers, especially in emerging markets, must strategically reallocate their IT spending:
- API-Centric Core Systems: Investing in API-centric core systems will enhance system interoperability and facilitate seamless integration with third-party services, improving overall efficiency.
- Data Strategy and Architecture: Developing a robust data strategy and architecture will enable insurers to capture and leverage data more effectively, driving better decision-making and personalized customer experiences.
- Unified CRM Systems: Implementing unified customer relationship management (CRM) systems will streamline customer interactions and provide a holistic view of the policyholder journey, enhancing PX.
- Decision Automation: Leveraging AI and machine learning for decision automation will enable insurers to make more informed, real-time decisions, improving operational efficiency and reducing costs.
- Advanced Analytics and FWA Technologies: Investing in advanced analytics and fraud, waste, and abuse (FWA) technologies will help insurers detect and prevent fraudulent activities, safeguarding their financial stability.
- Claims Process Technologies: Enhancing claims process technologies will expedite claims handling, improve accuracy, and enhance customer satisfaction.
Conclusion
Emerging market insurers must increase their IT spending to reduce future costs and improve return on investment. By leveraging cloud computing, enhancing data strategies, and fostering collaboration with insurtech startups, these insurers can overcome current challenges and drive significant digital transformation, ultimately enhancing policyholder experiences and achieving sustainable growth.