March 22, 2023 – Management, in general, has grown more interested in metrics as organizations have transitioned to working from home and hybrid work. Insurers are looking for tools to monitor productivity and impact that are equally effective with office and remote staff.

This brief focuses on common key performance indicators insurers utilize to measure the productivity of functions, teams, and individuals outside IT. It defines a balanced and comprehensive set of metrics for the following functions: agency management, underwriting, claims, and contact centers. IT’s impact on these key performance indicators is also highlighted.

Clients of Aite-Novarica Group’s Life, Annuities, & Benefits or Property & Casualty service can download this report.