Jeff Goldberg // August 31, 2023 
(Image credit: Priscilla Du Preez/Unsplash.)
I’ve worked with hundreds of insurance companies over the last two decades, and the industry culture tends to take a “people over process” approach, by which I mean many companies avoid technology investments that are purely about automating people out of jobs. There are obviously many reasons that more issuance, underwriting, actuarial, and claims adjudication tasks haven’t been automated (legacy technologies, agent relationships, complexity) but a culture of maintaining humans in the process is a major explanation given by insurers themselves.
While this is not universal—even