When I met a friend in the evening from the insurance industry, I expected him to tell me few exciting things on tech horizon in the insurance industry in India. Instead, he told me that they were evaluating an integrated back-office system, which would replace many best of breed systems including core insurance system. This would mean the company would discard investment of millions of dollars and efforts of thousands of person years. About 5 years back when I came across world’s leading ERP and Enterprise systems provider’s plans to bring in an integrated suite for insurance companies in India, I wondered whether there would be any takers for them in India.
It has been for a while since I gave serious thought to tech matters for life insurers since I quit my last assignment as the CTO of an Insurance major in India. Sometimes, its very interesting to just look back and ponder over the past while one looks ahead. Here is how insurance tech scene was when I left to co-found Navitus Education, an eLearning venture in 2013:
- Mobility: My company was engaged in revamping a very successful mobility initiative that we had launched, one of the first of its kind in the industry. While we had started working on the version 2.0 of our initiative, our other peers in the industry had started to work on their version 1.0.
- Enterprise Social Collaboration: Corporate versions of Facebook, Enterprise social collaboration was expected to be big. In fact so big that few reports predicted that email was going to be dead. Few early adopters including our company in the industry did make attempts to implement enterprise social collaboration, unsuccessfully though.
- Analytics: Analytics has been the darling of the industry in different shapes and forms for years now. The buzz in 2013 then was to hire analytics as a service thanks to attention that some of the start-ups received in the media. However, due to the huge cost involved in hiring the data scientists and associated tools, analytics as a service remained out of reach for the industry.
- Customer facing Apps: Customer facing apps such as self-service Portal, CRM, Illustrations Application, Insurance receipting systems had entrenched themselves well in corporate IT landscape. The corporate IT spend in these areas mostly was for incremental enhancements.
- Distribution Management System: EDM/CMS, whatever name they existed under continued to be the trouble maker “numero uno” for the IT departments for various reasons: complex distribution hierarchies, unrealistic expectations by distribution teams, over-promise by vendors, and so on.
- Core Systems: After the initial flips flops the insurance settled for 2-3 core insurance and auto underwriting systems.
- BPM and Document Management Systems: Afte the initial hiccups and accidents around scalability, the dust had settled in case of most of the insurers.
- HR and Related Systems: HR managers first were busy hiring and later particularly post 2008 firing employees. Most of the companies were satisfied with implementations of solutions such as HRMS & self service employee portals.
- SOA: SOA was something on which consultants & vendors made money. Consultants sold SOA engagements & held seminars & workshops. Whereas, SOA vendors claimed that theirs was the only comprehensive SOA platform & product vendors claimed that theirs was the only product that was fully & truly SOA compliant.
- Cloud: Whether it was Infrastructure As a Service, Platform As a Service or Applications as a Service, industry was extremely cautious in adoption of cloud thanks to the regulations.
- IT Infrastructure (DC, NW, etc) and Infrastructure Operations Management: Companies followed models largely driven by what Indian promoters implemented. Few leveraged their parents infra while others outsourced. Notable experiments included opex financial model for computing infrastructure and VDI.
- Information Security/BCP: Was just a lip service and largely addressed to keep the auditors and boards happy. Considering it as a strategic investments area was out of fashion then. In the quest for topline, efforts and investment in these areas were considered sin. However, as data leakage issues surfaced, few companies including mine did start looking at particularly Information Security a little more seriously.