From intake to impact: orchestrating insurance operations for measurable ROI

About this event

In a soft market, funding for investment in technology is harder to get, but more important than ever. How can you tangibly prove the return, even when the going gets tough?

Insurers have spent the last decade investing in data ingestion, workflow, core platforms, and piloting generative AI. The direction is right but it’s been a long and arduous process. Boards are increasingly demanding proof of return before funding further phases, especially when the expected benefits have not been realised. Build cycle times are still slow. Significant improvements in operational efficiency become slow to materialise.

What is causing this bottleneck?

It’s not the technology. As we have heard endlessly before, work enters insurance organisations as unstructured submissions, emails, spreadsheets and documents that need to be interpreted and validated before anything else can happen. Intake, enrichment and routing are scattered across teams, tools and ad hoc processes with no single owner. People remain the integration layer between systems. AI runs on incomplete inputs.

This networking event, hosted in collaboration with Indico Data, looked at what changes when insurers stop treating intake as a set of disconnected tasks and start treating it as one governed end-to-end flow of work and why that shift is where proving ROI gets easier.

The discussion explored:

Why a decade of platform investment, automation and generative AI hasn’t fundamentally improved operational efficiency and what’s actually in the way
What it means in practice to treat intake, enrichment and routing as a single governed flow
Why people are still acting as the glue between systems, and what that’s costing in lost opportunity and speed
What becomes possible once the flow of inbound work is standardised, visible and controlled
How to make the operational impact measurable and connect it to ROI on the technology you’ve already bought
What a realistic first step looks like for an insurer that wants to start here

Programme

5:30 pm - 6:00 pm

Registration & bar

6:00 pm - 6:10 pm

Welcome from InsTech and Indico Data

Tom Wilde, CEO, Indico Data
Moderated by Robin Merttens, Executive Chairman, InsTech

6:10 pm - 6:30 pm

The front door is broken: why insurance modernisation keeps failing

Over the past decade, insurers have invested heavily in modern core platforms, workflow tools, automation, and more recently GenAI – yet operational efficiency has remained largely unchanged. Cycle times remain slow, capacity is constrained, and AI struggles to deliver impact. The problem isn’t downstream technology. It’s upstream.

Across underwriting, claims, and servicing, work still enters the enterprise as messy, unstructured inputs that systems can’t handle. People become the integration layer. This fireside chat explores why modernisation keeps failing until the front door is fixed – and why ingestion, enrichment, and orchestration have become a strategic priority for insurance operations and technology leaders.