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October 21, 2019

Billing Is Now Part of the Customer Experience

Billing is no longer purely financial. Most insurers view billing as a critical aspect of customer service, especially since consumers now view options like online self-service as a basic offering. Customer expectations of today are set by industries like retail and banking; people want to be able to conduct even complex transactions anywhere and anytime. Property/casualty carriers are...

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Martina Conlon

October 8, 2019

Insurance Innovation: What’s Working, What Isn’t, and Overcoming Challenges

I recently had the opportunity to moderate a panel discussion on innovation in insurance during Novarica’s Research Council Meeting at InsureTech Connect. Panelists included my colleagues Rob McIsaac, Mitch Wein, and Kevin Rall, who discussed challenges and ways in which insurers are bringing more innovative practices to their organizations. The Impact of Regulation Panelist Mitch Wein...

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Martina Conlon

August 12, 2019

Commercial Insurers are Using Technology to Support Growth and Profitability

Commercial lines has historically lagged personal lines in embracing technology; the sector is complex, relationship-based, and slow moving. Yet business processes are digitizing, meaning more data is accessible and relationships are augmented (rather than replaced by) technology. Commercial carriers are turning their attention to leveraging technological investments effectively as a result...

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Martina Conlon

May 31, 2019

Best Practices for an Evolving Policy Administration System Market

Policy administration system (PAS) replacement projects are still a high priority for many property/casualty (P/C) insurers. But the marketplace is being affected by mergers and acquisitions, shifting deployment preferences, and new technology. Despite these new considerations, P/C carriers looking into a core system transformation project can still prepare for success by partnering with the...

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Martina Conlon

May 17, 2019

Emerging Technology Ushering in New Challenges for Commercial CIOs

Two weeks ago, at Novarica’s 12th annual Insurance Technology Research Council Meeting, I had the opportunity to lead a roundtable discussion for a dozen insurer CIOs in Novarica’s standard commercial lines and workers’ compensation special interest group. It was an engaging conversation about the challenges commercial lines CIOs face. Emerging tech, innovation, and new capabilities...

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Martina Conlon

May 8, 2019

Envisioning the Optimized Future of Core Transformation

I recently led a workshop on core systems with a group of insurer CIOs at Novarica’s 12th annual Insurance Technology Research Council Meeting. As technology advances, workforces age, and new vendor offerings appear, core system transformation is becoming an increasingly daunting task. As a result, most attendees were interested in hearing success stories and lessons learned from...

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Martina Conlon

May 1, 2019

Property/Casualty CIOs Aim to Maintain Alignment

Last week, during Novarica’s annual Research Council Meeting, I had the opportunity to moderate a panel discussion of three of my Novarica colleagues on business and technology trends in P/C insurance. Novarica EVP Jeff Goldberg and VPs Chuck Ruzicka and Deb Zawisza shared their insights and experience on emerging technologies and innovation, as well as the operational and delivery...

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Martina Conlon

December 10, 2018

Bringing Billing Systems into a New Light

In an age when old systems are being updated and new technologies are streamlining everyday processes, one of the key areas of transformation in the insurance industry is billing. Outdated billing systems can cause insurers to miss out on both new revenue opportunities and meeting their customers’ expectations. Forthcoming development includes improving digital capabilities (such as adding...

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Martina Conlon

October 4, 2018

Policy Administration System Replacements Still Top of Mind

Facing increased demands for product and process agility, property/casualty insurers are taking on core system replacement projects with increasing urgency. A successful legacy system replacement depends on business, technical, and program readiness. Insurance carriers would be wise to understand the benefits and difficulties of taking on different types of core implementations. To help...

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Martina Conlon

July 30, 2018

Agile, Cloud, Innovation, and More from Novarica’s Boston Regional Roundtable

Last week, representatives from nine northeastern insurance carriers braved rush-hour traffic to attend Novarica’s Boston Regional Roundtable. Following coffee and breakfast, President and CEO Matthew Josefowicz presented on the latest industry technology trends. Then, Matt and I led the carriers in a discussion, along with VPs of Research and Consulting Deb Culliton, Martin Higgins, and Paul...

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Martina Conlon