From insights to action, the path to extraordinary value starts here.
Elevate every
decision with
intelligent
insurance
operations

Intelligent Operations | Insurance Industry View
2020 challenged insurers, as risk
models were upended by:
While these events left insurers
exposed, they also revealed
opportunities to fast-track the
maturity of business operations.
• COVID-19
• Catastrophic events linked to
climate change
Intelligent Operations | Insurance Industry View Copyright © 2021 Accenture. All rights reserved. 2

Intelligent Operations | Insurance Industry View
100 insurance companies were surveyed to
understand how they view their journey to
operations maturity.
Our experience indicates that operations
maturity can translate into tech-savvy ways
to acquire customers faster or discover new
revenue growth.
This means combining data, technology,
processes and people into an intelligent, data-
driven—and more resilient—operating model.
The importance of
operational resilience
Intelligent Operations | Insurance Industry View

Intelligent Operations | Insurance Industry View
Our research and experience reveals there are
four levels of maturity:
of insurers report a high level of
maturity as their current state;
we call them “future-ready.”
10%
Operations on the move
Copyright © 2021 Accenture. All rights reserved. 4
of insurers say they have evolved
to predictive operations.
57%
Each level is grounded in and enabled by progressively more
sophisticated technology, talent, processes and data
insights.
Predictive
Stable
Future-ready
Efficient

Intelligent Operations | Insurance Industry View
1.7x
higher efficiency
levels for future-
ready organizations.1
More efficient
Advantages of being
future-ready
1 Future-ready organizations exhibited 6.4 pp higher profitability and 13.1 percent greater efficiency, on average
Source: Accenture Research and Oxford Economics Intelligent Operations Survey, 2020
Other future-ready benefits:
Improved talent mix, reskilling, customer
experiences and ecosystem relationships
2.8x
boost in corporate
profitability for
future-ready
organizations.1
More profitable
Intelligent Operations | Insurance Industry View

Intelligent Operations | Insurance Industry View
Technology and
AI are the final
barriers to scaling
future-ready
operations.
Insurers lead in 6 of the 8 characteristics
that determine operating model maturity
83%
79%
73%
72%
77%
71%
69%
55%
60%
65%
67%
71%
74%
74%
75%
68%
Data
Analytics
Leading practices
Business-technology collaboration
Agile workforce
Automation
Stakeholder experience
AI
Currently in wide use or use at scale (Insurance)
Currently in wide use or use at scale (All industries)

Intelligent Operations | Insurance Industry View
42%
of insurers want to be
future-ready in 3 years.
Most insurers are not
where they want to be.
Intelligent Operations | Insurance Industry View
But they shouldn’t
be complacent:
Copyright © 2021 Accenture. All rights reserved. 7

Intelligent Operations | Insurance Industry View
Three ways to become future-ready:
03
02
01
Know how
to leapfrog
maturity levels
Know the key
steps
Know the
ultimate goal

Copyright © 2021 Accenture. All rights reserved. 9
Intelligent Operations | Insurance Industry View
Know the
ultimate goal
01

Intelligent Operations | Insurance Industry View
Progress happens
when business and
technology come
together by developing
joint governance
models, aligning and
integrating ecosystem
partners, and
co-creating the
strategic roadmap that
improves stakeholder
experiences.
01 Know the ultimate goal
The customer experience
cultivates loyalty. The
employee experience
drives retention and
acquisition. And the
partner and supplier
experience fuels a
strong ecosystem.
Make the
stakeholder
experience your
North Star
Bring business
and technology
together
of insurers expect
business and technology
functions to collaborate
fully by 2023; just 15%
are doing this today.
53%

Intelligent Operations | Insurance Industry View
Intelligent Operations | Insurance Industry View Copyright © 2021 Accenture. All rights reserved. 11
01 Know the ultimate goal
A network of European insurers
built a cloud-enabled hub to manage
400,000 auto, home, personal and
workers’ compensation claims.
Access to the hub’s data helps
insurers offer personalized, hassle-
free customer service.
They can create value faster and
make better decisions on how to
grow their businesses.

Copyright © 2021 Accenture. All rights reserved. 12
Intelligent Operations | Insurance Industry View
Know the
key steps
02

Automating at scale is about
more than cost reduction. It is
about unleashing human
potential.
Better data—and a digitized way to ingest
it—can:
• reduce the time it takes underwriters
to complete applications and increase
the accuracy of risk assessments.
• reduce claims examiners’ processing
time.
• ensure that claims are paid accurately.
Intelligent Operations | Insurance Industry View Copyright © 2021 Accenture. All rights reserved. 13
02 Know the key steps
But they shouldn’t
be complacent.
This creates a better customer experience
with better turnaround times.
Insurers expect that
number to jump to
71% 95%
of manually-intensive
and repetitive tasks
are automated today.
in the next 3 years.

of insurers have fully adopted
AI and data science capabilities;
a six-fold increase from
43%
Copyright © 2021 Accenture. All rights reserved. 14
just three years ago.
7%
Intelligent Operations | Insurance Industry View
AI-powered data and
analytics platforms can
improve core processing
accuracy and efficiency.
02 Know the key steps
Use AI to power
the enterprise

Intelligent Operations | Insurance Industry View Copyright © 2021 Accenture. All rights reserved. 15
02 Know the key steps
Boost momentum with cloud
Up from
75%
64%
of insurers have
adopted cloud
infrastructure at scale.
three years ago.
Cloud costs have decreased,
and security and regulatory
compliance offer strong
controls.
The result? Insurers can use
the cloud to scale automation
and AI while reducing legacy
technology debt.

Intelligent Operations | Insurance Industry View
Intelligent Operations | Insurance Industry View Copyright © 2021 Accenture. All rights reserved. 16
02 Know the key steps
A top insurer introduced dozens of
automations and minibots to quickly
upskill agents, centralize processes
and increase productivity.
Manual repetitive tasks were
eliminated, and analytics were
introduced.
The insurer achieved payment
accuracy, improved service quality
and reduced handling time—now
employees make better, faster
decisions.

Copyright © 2021 Accenture. All rights reserved. 17
Intelligent Operations | Insurance Industry View
Know how
to leapfrog
maturity levels
03

of insurers say that
ecosystem relationships
have improved over
the last three years and
future-ready players
are focused on them.
of insurers increased
their focus on the
“network effect”
of the ecosystem.
4 1%
Intelligent Operations | Insurance Industry View Copyright © 2021 Accenture. All rights reserved. 18
Climbing operations
maturity just one position
can lead to a projected 17%
increase in global profits.
03 Know how to leapfrog maturity levels
Insurers can speed this up
by capitalizing on ecosystem
partnerships to deliver
outcomes at scale.
It’s an excellent way to
bring in more diverse data,
specialized skills, leading-
edge technologies and new
ideas that spark innovation.
53%
In response to
the pandemic,

Intelligent Operations | Insurance Industry View
Intelligent Operations | Insurance Industry View Copyright © 2021 Accenture. All rights reserved. 19
03 Know how to leapfrog maturity levels
A European insurer had long relied on its
partner ecosystem to manage its sales,
service, claims, finance and accounting
operations.
Next-generation talent and industry-leading
practices were used to generate insights and
launch new solutions.
The insurer reduced its debt over two years,
boosted its Net Promoter Score®, improved
collections to record levels, generated new
revenues and became a more competitive
force in the global market.

Copyright © 2021 Accenture. All rights reserved. 20
Intelligent Operations | Insurance Industry View
Intelligent Operations | Insurance Industry View Copyright © 2021 Accenture. All rights reserved. 20
Insurers can elevate decisions and
boost profitability and efficiency
gains with intelligent operations.
The more that they thread
intelligence into operations
holistically, the better positioned
they are to meet tomorrow’s
performance aspirations. It’s
about reaching new levels of
operations maturity to choose
smarter, act faster and win sooner.
The choice to change

Intelligent Operations | Insurance Industry View
Intelligent Operations | Insurance Industry View Copyright © 2021 Accenture. All rights reserved. 21
Learn more at: Accenture.com/FutureReadyInsurance
Think Scale Put Enhance Foster Build
big and
go beyond
incremental
change
automation
and analytics,
AI and
integrated
solutions
with leading
practices
a cloud
infrastructure
at the heart
the value
of data with
technologies
that deliver
better insights
faster
a human +
machine,
specialized
workforce
complementary
third-party
and ecosystem
relationships
Now is the time to make your move to intelligent operations. Here’s how:

Intelligent Operations | Insurance Industry View
Appendix
Four levels of operations maturity:
Predictive
Concentrate mostly
on core process
improvements and on
improving quality and
compliance controls.
Stable
Future-ready
Efficient
More productive, they
incorporate tested
methods, such as Lean
Six Sigma and process
standardization and
deploy automation
technologies.
Focus on how automation
can support and augment
human ingenuity. They
deploy technologies and
leading practices with
that goal in mind.
See increased efficiency
and profitability, improved
stakeholder experiences and
better business outcomes.
They are more agile and
resilient than others.

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fullest extent permitted by applicable law, any and all liability for the accuracy and completeness of the information
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legal, regulatory, audit, or tax advice. Readers are responsible for obtaining such advice from their own legal counsel
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