Transforming Insurance Through the Modern Workplace

Read time 6 mins

modern workplace solutions

What will 2023 look like for the insurance industry? 

Expert opinion on the matter forecasts a bumpy ride ahead for most organisations as the looming threat of global recession, continuing geopolitical strains, and lingering COVID-19 aftereffects continue. High on the list of significant business concerns for insurers, though, sits inflation. 

High inflation can be attributed to several factors; in part to supply chain issues, steady demand, and energy uncertainty following Russia’s invasion of Ukraine. And whilst rising inflation affects all of us and the businesses we use and work for, it spells double trouble for insurers. This is because the insurance industry faces both inflationary pressure themselves, e.g., the usual business costs such as supplies and cost of work increasing (meaning claims costs will rise), as well as added pressure not to pass on these higher claims costs to consumers (who are already at breaking point due to the raging cost-of-living crisis).  

All of this makes it difficult for insurers to push through premium rate increases while not losing consumer faith. It also makes it difficult to retain the best talent internally, as wages stagnate and insurers compete for skilled workers, not just with peers, but with other, more cutting-edge industries. 


Room for optimism? 

Still, there is hope for forward-thinking insurers; especially those that already effectively transitioned during the pandemic to remote and/or more flexible ways of working. These insurers are well-placed to capitalise on the more agile and powerful digital infrastructure already implemented – and nicely positioned to lean into this technology for longer-term reinvention strategies that will assist in meeting evolving expectations from customers in 2023.  

Considering this, insurers would do well to concentrate on core areas within their control, for example, the way the business is run, where investments are funnelled, and what strategic plans will help them maintain the momentum of flexibility and adaptability already begun over the past few years. 

This may include accelerating upgrades in systems, becoming increasingly proactive and customer-centric, and – perhaps most interestingly for the purpose of this article – flexing in a way that puts people and digital innovation at the heart of their operations.


The modern workplace and people-centricity  

Modern workplaces, whilst highly digital by necessity, are not solely focused on implementing the latest, most advanced technologies. In fact, what the modern workplace really speaks to most of all is people – a consideration insurers may well need to prioritise if they are to achieve profitable growth in the future.  

For instance, mandated lockdowns during the pandemic fuelled people-centric changes in both employee and consumer expectations. It meant that, post-pandemic, employees now put much more weight into benefits such as flexibility, quality and relevance of work, career path, mental wellness, and inclusion. In fact, increasingly, these expectations are used as parameters of job entry, longevity, and reasons for employees leaving the organisation.  

Whilst these are by no means phenomena that are unique to the insurance industry, the sector’s narrower, more ‘traditional’, outlook to employment (e.g., requiring industry-specific qualifications for even lower-level jobs) means that it is now battling challenges including having a ‘stuffier’ reputation amongst younger, qualified jobseekers, as well as an aging workforce. All this suggests that insurers may struggle to fill and retain their workforce throughout 2023, unless change is implemented to workplace culture and outlook.  

From another point of view, customer expectations around engagement and services have also changed by 2023. We shouldn’t forget that the modern workplace makes room, not just for technology transformation and enhancing internal efficiencies, but also to shift emphasis onto investments that improve customer experience, and which bolster data utilisation and analytical capabilities. 

In short, the goal of the modern workplace for insurance companies is to more fully realise the benefits of their technology infrastructure investments and ensure that these organisations lean into the agility, innovation, and people-centricity on offer.  

Remember, the modern workplace is all about transforming systems and processes to make them more user-friendly and efficient; it’s about futureproofing and adding scalability to organisations to secure and upskill the jobs held within; and it’s about improving the working experience significantly for end-users by offering flexibility and reliability for the ‘work from anywhere’ workforce.   

The term ‘modern workplace’, then, is a lens through which we consider the fundamental role technology will play in shaping and enhancing our relationship with organisations – at the same time as those organisations evolve themselves to meet changing human needs/expectations.  


How will the modern workplace help insurers become more people-centric? 

The modern workplace involves a set of technological, physical, and psychological conditions which aim to improve the employee and customer experience, whilst simultaneously optimising the productivity and efficiency of the organisation and its output.  

Below we explore three ways implementing a people-centric, technologically strategic, modern workplace will help insurers remain competitive in 2023:  



End user compute (EUC) is an important element of the modern workplace and involves integrating users into their IT environment. This includes IT systems and architecture that ensure your staff can be fully productive, i.e., not held back by out-of-date systems, clunky software, and counterintuitive processes.  

The modern workplace prioritises user-experience, ensuring employees can get the most out of the investments and resources implemented (this may include hosting discussion groups with key employees and your chosen service provider during the planning stage, as well as offering user training and continued software updates after the fact).  

Additionally, as remote work shows no signs of going out of style, insurance companies must be able to provide their employees with the ability to work seamlessly across multiple devices and locations, using one or more devices to access virtual desktop infrastructure.



Implementing a modern workplace gives insurers scope to create technology strategies and make investments to actively differentiate themselves in the marketplace. This means focusing on value-added services, e.g.: 

  • Digitally enabled customer journeys: using digital channels to provide a seamless and personalised customer experience throughout the entire customer journey. This can include providing easy access to information, self-service options, and personalised recommendations. 
  • Advanced analytics: using advanced analytics to gain deeper insights into customer behaviour and preferences. This can help insurers tailor products and services to meet the specific needs of different segments of customers. 
  • Chatbots and virtual assistants: insurers can use chatbots and virtual assistants to provide customers with quick and easy access to information and assistance, 24/7. 
  • Internet of things (IoT) enabled devices: insurers can use IoT devices to provide customers with real-time information and alerts, e.g., monitoring driving behaviour to help with risk calculations.


Increased cloud capabilities  

The transition to cloud platforms by insurers has been a significant technology initiative for insurers in recent years. Many insurers have already invested resources in migrating data, systems, and applications to the cloud – however, many are yet still to fully realise the potential here for cost-savings and efficiency gains.  

In part, this is due to legacy technology and non-cloud native applications still being utilised by insurers that are reluctant to make the full leap, creating a hybrid operating system that hinders interoperability. 

Exploiting the full capabilities of cloud platforms to develop new systems or migrate existing ones to a cloud friendly design pattern can both unlock faster development times for new products and unlock cost savings through the ability to scale resources as needed. Whilst not as exciting as the front-end user experience, properly leveraging modern cloud management approaches such as Infrastructure as Code underpins lower cost, higher availability, improved disaster recovery capability of systems and, ultimately, delivers a better outcome for the business.


If you would like to discuss how Littlefish can help you increase service quality and people-centricity by supporting your transition to the modern workplace, please get in touch via the contact button.    

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