Life Insurers Face Challenge of Loss of Knowledge, Scattered Data

Software to automate processes can help insurers become less dependent on the expertise of particular workers. Dan McCoach, who leads the life and health insurance practice at technology consultant Celent, sees promise in the technology.

What’s called “robotic process automation” can “automate whole processes eliminating the need, in some cases, for human intervention,” he said in an email. “Although it can be challenging to encapsulate the skills of deeply knowledgeable resources, the trend is encouraging — intelligent automation can make up for some of the experience loss.”