Delivering Insurance Business Outcomes through Orchestration of Business Processes

Achieving Agility, Efficiency, and Superior Customer Experience

Insurance carriers today operate in one of the most complex and competitive environments. Despite solid financials, many are constrained by legacy systems, manual operations, and fragmented ecosystems that limit their ability to deliver real business outcomes.

In the U.S. Property & Casualty (P&C) sector, expense ratios remain tightly bound between 25–28%, making it essential for insurers to balance efficiency with innovation. To thrive, insurers must go beyond improving top-line and bottom-line metrics — they must focus on speed to market, operational agility, personalization, and customer satisfaction.

This whitepaper explores how orchestrating business processes across the insurance value chain — from intake and underwriting to claims and servicing — can drive measurable business outcomes through AI-powered automation and connected intelligence.

Understanding the Four Pillars of Insurance Business Processes

Every insurance process can be broken into four interconnected focus areas that determine performance and efficiency.

1. Intake
   Capturing information from customers, agents, or internal systems — often unstructured and received via multiple channels like emails, PDFs, and forms.

2. Insights
   Aggregating and analyzing data from enterprise systems and third-party sources to drive decisions, risk evaluation, and process improvement.

3. Processing
   Applying rules, workflows, and analytics to transform inputs into actions — such as underwriting, pricing, or claims decisions.

4. Special Focus Areas
   These vary by function, such as fraud detection in claims, pricing in underwriting, or personalization in customer service.

By orchestrating these four areas seamlessly, insurers can ensure faster decision-making, enhanced compliance, and optimized operations.

Bridging the “Last Mile” Gap

While core, surround, and corporate systems form the foundation of an insurer’s technology ecosystem, significant inefficiencies persist in the “last mile” — where manual processes, business-managed applications, and disconnected data sources still dominate.

This last mile often involves:

• Manual rekeying of data and document processing.
• Fragmented communication between departments.
• Limited visibility into workflow status and performance.

By automating and orchestrating these processes, insurers can unlock up to 30–40% of bandwidth currently spent on non-core administrative tasks, improving both productivity and decision quality.

The Solution Architecture: Orchestration for Intelligent Operations

To address these challenges, insurers need an integrated orchestration solution that unites data, workflows, and intelligence across the ecosystem.

Core Components of an Orchestration Solution:

1. AI-Powered Intake Solution – Digitizes unstructured inputs and validates data in real time.
2. Insights Module – Leverages AI/ML models to deliver decision-support insights.
3. BPM/Workflow Engine – Automates task routing, SLA management, and collaboration across departments.
4. Low-Code Platform – Enables rapid customization and faster go-live with minimal IT dependency.
5. Ecosystem Integration Layer – Connects with core insurance systems (Policy, Claims, Distribution), ECM, and CCM tools.

Together, these components create an agile, modular, cloud-based framework that enables end-to-end business orchestration and continuous process improvement.

How NewgenONE Enables Outcome-Driven Orchestration?

NewgenONE, the AI-first unified digital transformation platform, provides the foundation for orchestrating insurance processes with agility, intelligence, and scalability.

Key Capabilities:

• Contextual Content Services (ECM): Manage high volumes of structured and unstructured content through intelligent capture, classification, and storage — ensuring regulatory compliance and faster access to information.
• Customer Communication Management (CCM): Deliver hyper-personalized, omnichannel communication across email, SMS, web, and print — driven by AI-based sentiment analysis and behavior insights.
• Low-Code Process Automation (BPM): Rapidly design and deploy workflows without heavy coding, supporting integration with core systems and third-party tools.
• AI and Data Science: Infuse intelligence into decision-making with models for fraud detection, underwriting risk scoring, loss prediction, and automation of manual review tasks.
• Seamless Ecosystem Integration: Real-time data synchronization with leading core systems like Duck Creek, Guidewire, and INSIS-Fadata for a unified “single pane of glass” experience.

By combining automation, content management, and AI, NewgenONE enables insurers to move from siloed processes to connected, insight-driven operations that improve underwriting precision, claims accuracy, and customer engagement.

Use Cases Across the Insurance Value Chain

1. Underwriting Orchestration

• AI-based intake verifies submissions, flags incomplete or inconsistent data, and prioritizes based on risk profile.
• Automated data enrichment through internal and third-party integrations improves decision accuracy.
• AI-assisted quote generation ensures optimal pricing while adhering to underwriting rules.
• Integrated workbench unifies all underwriting tasks for speed and transparency.

2. Policy Binding and Servicing

• Centralized clause and template libraries ensure accuracy and version control.
• Dynamic policy generation automates document creation and approvals.
• Smart routing and AI-driven validation reduce manual errors and turnaround times.

3. Claims Management

• End-to-end claims lifecycle automation from FNOL to settlement.
• AI-powered fraud detection, loss prediction, and triaging for optimized resource allocation.
• Seamless integration with core and partner systems ensures faster adjudication and compliance.

4. Distribution and Agency Management

• Streamlined onboarding, licensing, and performance tracking.
• Automated incentive and commission calculations.
• Enhanced engagement through real-time dashboards and notifications.

5. Customer Communication and Servicing

• AI-driven CCM personalizes communication across all touchpoints.
• Integrated workdesk enables agents to access policy data, documents, and communication history in one view.
• Omnichannel engagement ensures consistent, compliant, and contextual interactions.

The Collaborative Advantage: Newgen + HCLTech

In partnership with HCLTech, Newgen offers a joint cloud-based modular orchestration solution that addresses the “last mile” challenges faced by insurers.

This approach provides a low-risk, high-impact transformation path — enabling carriers to focus on specific business outcomes without the need for massive, high-cost core replacements.

Benefits include:

• Accelerated implementation and faster ROI.
• Enhanced decision-making through AI-powered insights.
• Reduced dependency on legacy systems.
• Scalable architecture for future-ready operations.

The Road Ahead: From Legacy to Connected Intelligence

The insurance industry is at a turning point. Those who embrace orchestration, AI, and low-code platforms will lead the next wave of innovation — transforming from traditional insurers into data-driven, digital-first enterprises.

The key lies in adopting a balanced approach — automating specific, high-impact business areas while progressively modernizing core systems. With NewgenONE, insurers can realize operational excellence, stronger compliance, and superior customer engagement — all while future-proofing their technology ecosystem.

Begin Your Journey Toward Intelligent Orchestration

Transform your insurance operations with agility, intelligence, and measurable business outcomes.