Industries
Insurance
Insurers sit on decades of structured data and a workforce whose expert judgement is largely undocumented. The opportunity is rarely to replace that judgement — it is to give it better inputs, remove the twenty minutes of document handling around each decision, and capture what the best assessors do so it can be taught.
What clients are wrestling with
01Claims cycle time as a cost and churn driver
Every day of cycle time costs money and goodwill. Most of it is queueing and document handling, not assessment.
02Underwriting expertise walking out the door
Senior assessors retiring take undocumented judgement with them. Capturing it is a data and design problem simultaneously.
03Legacy policy administration constraining product
Time-to-market for a new product is measured in quarters because the policy admin system was designed for a different product shape.
Published research on this
Published research on how digital programmes actually perform across the sectors we work in. These are external figures from named sources, not our own claims — each one links to the original publication.
McKinsey surveyed 1,793 executives in January 2018. A further 7% said performance improved but the improvement did not hold — meaning roughly three quarters saw neither lasting gain nor a durable capability.
Gartner attributes the abandonment to poor data quality, inadequate risk controls, escalating costs and unclear business value — none of which are model problems.
Gartner cites escalating costs, unclear business value and inadequate risk controls. The pattern repeats each hype cycle, which is an argument for scoping to a recoverable failure mode.
Based on 7,600 consumers across 14 European countries. Up from 63% in 2020 — the highest abandonment recorded since the series began in 2016, despite steady investment in digital onboarding.
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