The pandemic saw a shift in work volumes from one area to another e.g. lower new business and increased claims. This, coupled with higher absenteeism and the traditional challenges of moving staff rapidly, have impacted the ability of insurers to maintain costs and improve efficiency.
Changing regulatory frameworks, particularly providing additional flexibility and service to customers during the pandemic, and increased mergers and acquisitions will see greater process variation, greater numbers of local subsidiaries, and more remote working, all impacting on the ability to consistently manage and support staff.
In addition, surveys are showing increased customer demand for more consistent service levels, simplified processes, and improved customer experience, putting pressure on insurers to improve their offerings.