Why modernization, automation and AI are key to insurance innovation

Managing or accessing rapidly increasing volumes of insurance documents and unstructured data can be difficult on legacy systems.

A Hyland-commissioned research study by Deep Analysis showed that insurers “exhibit greater enthusiasm” for enterprise content management (ECM), process management and ERP replacement projects.

Given a theoretical AI-optimized alternative, respondents were asked if they planned to replace any of the above systems within three years. Among the industries surveyed, insurance had the highest percentage of decision-makers who said they planned to replace their ECM (61%), process management (61%) and ERP (almost 60%) systems.

Investing in a modern platform can help insurers accelerate growth, elevate customer experiences and reduce costs over time.

Here are three critical areas innovative insurers should focus on:

Modernization

Challenges

• In a highly competitive marketplace, siloed data and legacy systems hold insurers back.

• Inflation and the rising prices of goods and services related to claims have affected profitability.

• Modernizing and reducing costs are essential for driving growth.

Solution: Adopt a scalable, cloud-native solution

Insurers can fundamentally redefine how they operate and engage with those they serve by investing in a modern, cloud-based platform. Doing so can streamline processes, increase ROI, foster continuous innovation, and position your organization for long-term agility and success.

How Hyland can help

Our custom-designed cloud architecture empowers insurers to modernize with confidence and ease. By incorporating the Content Innovation Cloud™, insurers can connect the Hyland Cloud to AI-powered solutions that enhance automation and decision-making.

> Learn more | Erie Insurance completes cloud-to-cloud integration

Five key benefits

• Anywhere, anytime access: Whether you’re on a mobile device or desktop browser, you’ll be able to retrieve the information you need.

• Compliance gains: Rigorous security controls and governance oversight help you meet compliance requirements.

• Greater flexibility and scalability: Our cloud solutions are optimized for your unique needs and requirements.

• Data protection and availability: Your data is protected while in use, in transit and at rest. And with 99.99% uptime, it’s available when you need it.

• Focus on what matters most: With Hyland managing the infrastructure, you can spend more time on your customers and business.

> Modernization in action | Liberty Mutual embraces content management in the cloud

Challenges

• Insurers deal with large volumes of data and documents for critical areas such as quotes, claims, underwriting, policy maintenance, compliance and customer service.

• An increasing amount of unstructured data is arriving via video, audio, social media and other forms of communication.

• Many insurers are slowed by manual processes and disconnected legacy systems.

Solution: Automate manual tasks, high-volume processes and complex workflows

Intelligent automation tools can transform user and customer experiences by eliminating repetitive tasks and speeding workflows.

> Watch | How IDP is driving insurance modernization

How Hyland can help

Hyland’s intelligent solutions enable insurers to more easily design, orchestrate and administer compliant, AI-driven process automation.

Five key benefits

• Deliver innovation with intuitive tools that can transform insurance operations.

• Accelerate processes and reduce errors, giving employees more time to focus on engaging and strategic work.

• Control the chaos of increasing amounts of unstructured data.

• Drive growth by tapping into the full power of your data — whether paper, digital, structured or unstructured.

• Seamlessly integrate with a wide range of business systems, including Guidewire and Duck Creek, to enhance decision-making, sharing and collaboration.

Use cases

Claims: By leveraging smart automation tools, insurers can speed the claims management process and make more informed decisions with a complete set of information.

Underwriting: Data and documents are seamlessly captured, extracted and delivered to core systems, enhancing decision-making and allowing new customers to be insured quickly.

Policy maintenance: Hyland’s automation technology can digitize the request process, create support cases, collect required information and route it to the correct team for resolution.

Challenges

• Large volumes of data and documents can create information roadblocks that impact customer satisfaction and operational efficiency.

• Insurers with siloed and disconnected systems are missing critical insights that negatively affect customer experiences.

• Insurance is a highly regulated industry, and organizations might be hesitant to tap into the power of AI.

Solution: Transform data and content into AI-ready strategic assets

The recent Deep Analysis study showed that the insurance industry was ahead of the curve when it comes to AI, with 89% of the respondents saying they had AI projects in production or evaluation. The report noted, however, that the answers could be “indicative of respondents’ organizational drive rather than truly representing the complexity of their AI deployments.”

Still, the industry seems open to embracing the capabilities of AI.

How Hyland can help

Our AI-powered content, process and application intelligence products can deliver new levels of value at every touchpoint — via applications you use every day. With Hyland’s Content Intelligence product line — which includes Hyland Knowledge Enrichment, Knowledge Discovery and Agent Builder— insurers can drive operational efficiency via autonomous processes and human-guided supervision.

Five key benefits

• Streamline data processing by converting raw, unstructured data into structured formats that are ready for AI workflows.

• Empower teams to make better data-driven decisions, leading to improved business outcomes.

• Enhance employee productivity and customer satisfaction with reliable data retrieval.

• Save time by quickly finding relevant information from multiple systems and formats.

• Enhance organizational agility by enabling rapid deployment of intelligent agents tailored for specific tasks.

Use cases

Compliance: Insurers that need to quicky obtain an understanding of regulations for a specific state can utilize Hyland Knowledge Discovery. Within seconds, the user will get a summary in an easy-to-understand format.

Claims management: Insurers can streamline image classification by automatically categorizing photos (vehicle damages and repair receipts, for example) and extracting critical visual information such as damaged areas or license plates.

> Learn more | The future of agentic AI in insurance

Unlock your data 

Deep Analysis said its research “reveals stark challenges in using organizational data to inform and power intelligent automation and AI projects. Organizations are caught in a vise between knowing how important it is to utilize their existing data sources and knowing that the relatively poor quality of some of that data risks those projects’ success.”

Hyland can help your organization unlock the power of your content and drive meaningful impact to your business. Let's schedule a conversation to assess your next steps.