What makes an insurance coverage service an insurance coverage service and never a generic monetary providers group? That is greater than a philosophical thought experiment.
I feel the very best reply to that is underwriting. A service might, in idea, outsource each a part of their enterprise and so long as it was nonetheless analyzing and pricing danger, you possibly can nonetheless precisely describe it as an insurance coverage service. Underwriting is the guts of the insurance coverage enterprise.
That is what makes a longitudinal research of underwriters so essential.
Since 2008, Accenture has partnered with The Institutes to survey underwriters about underwriting. To my information, that is the longest-running longitudinal underwriting survey within the business.
And the outcomes of our most recent P&C Underwriting Survey, performed final 12 months, are nothing lower than alarming.
Listed here are 5 key takeaways from the information.
1: Underwriters don’t spend a lot time underwriting.
We discovered that the common underwriter in the present day spends 70% of their time at work on non-underwriting actions. The common underwriter in our research spends 40% of their time on administrative duties, 30% on negotiation and gross sales assist, and 30% on precise underwriting.
One underwriter advised our analysis group that “underwriters have been become advertising executives as a substitute of underwriting executives.”
One other spoke of “the misunderstanding that know-how has made it simpler for extra workloads. It helps with higher choice making, nevertheless it provides time for every submission to open and use all the brand new instruments.”
2: Inefficient methods, redundant inputs and guide processes are the largest hurdles.
These had been probably the most generally described hurdles to underwriting enterprise success by a large margin. Others challenges with small however nonetheless vital pickup had been outdated or rigid methods, lack of expertise on the level of want, poor group of underwriting data, and inadequate concentrate on coaching.
3: Underwriting high quality is declining… in accordance with underwriters.
We discovered that the share of underwriters who describe their underwriting processes and instruments as “superior” has declined significantly since our final survey in 2013. We measure this throughout 5 dimensions within the survey, and all 5 have declined. For instance, 52% of underwriters advised us in 2013 that their technical coaching packages had been superior. In 2021, that shrank to 34%. Frontline underwriting practices declined alongside related traces, with 63% of underwriters score their very own as “superior” in 2013 and simply 46% doing the identical final 12 months.
4: Know-how could also be doing extra hurt than good.
The usage of know-how, broadly talking, has been ineffective at lowering the workload of underwriters, with 64% telling us it has elevated their workload or made no distinction.
There’s an essential nuance to unpack right here. Most underwriters have seen some optimistic influence from know-how on their work. A majority of respondents to our survey mentioned it has boosted their pace to cite, improved their capacity to deal with bigger quantities of enterprise, and boosted their entry to information.
However simply 46% say it has had a optimistic influence on automating or eliminating non-core duties, and solely 35% say it has boosted their capacity to cross-sell accounts.
5: The expertise administration image is bleak.
Maybe probably the most alarming findings of this latest survey come from evaluating how underwriters felt about expertise administration at their carriers in 2013 and 2021. In a nutshell, carriers have hemorrhaged optimistic sentiment.
Taken by itself phrases, every of those 5 findings accommodates a regarding fact concerning the defining perform of insurance coverage organizations in the present day. Taken collectively, the outcomes are nothing in need of alarming.
So what’s behind them? And—extra importantly—what’s to be achieved about it?
On this weblog sequence, we’ll discover these important questions.
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