Gartner Research

U.S. Group Life Success Demands New Digital Sales, Customer Experience and Policy Administration Models

Published: 23 March 2017

ID: G00303254

Analyst(s): Richard Natale, Laurie Shotton

Summary

A broad range of factors are driving increasing interest in group and worksite voluntary insurance products in the U.S. CIOs must overhaul their complete IT environment, including replacing legacy policy administration systems to support new digital sales and customer service systems.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Changing consumer expectations and greater needs for enhanced employee benefits are forcing group life insurance CIOs to provide digital sales and customer service experience enhancements
  • New business process and technology demands are forcing group life insurance CIOs to replace their legacy policy administration systems, but the market is fragmented and immature

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