Life PAS Customer Experience: Progress Has Stalled in North America

8 August 2023

2023 North American Life Insurer Perceptions of Policy Administration Systems

Abstract

Using data from Celent's biennial North American policy administration solution (PAS) review, Celent drills down on the customer feedback to give readers a feel for their peers' perceptions of PAS vendors and their systems.

Forty-two North American life insurers provided an evaluation of a policy administration system sold by one of the vendors in the reports. Client references were provided by the vendors as part of the Celent ABC evaluation process. To provide a time-series view on trends, Celent compares the 2023 results with prior survey data from 2021 and 2019.

This report details the survey results regarding insurers’ perspectives in terms of features/functions, ease of integration, IT vendors’ implementation capabilities and professional services, configuration capabilities based on specific scenarios, and business staff involvement in system changes. Throughout the report, Celent provides its insights about changes over time. The last section of the report provides our recommendations for IT vendors and insurers.

Celent finds that compared to 2021, customer perceptions of their PAS have declined, especially in terms of implementation and post-implementation services. Functionality and integration capabilities are flat. In most instances, the customer feedback is similar to the feedback from 2019.

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