Industries → Insurance
Insurance
From application through risk assessment to claims settlement — end-to-end process paths that adapt by product, on a shared platform foundation.
What makes this industry unique
Insurers face pressure from two sides: customers expect fast, transparent processing — from application to claims settlement — while regulatory requirements, portfolio complexity, and legacy IT landscapes make every change costly. And in broker-driven distribution, it’s not only end customers but also intermediaries who need the best possible support.
What we do there
We digitalize core and customer-facing processes on the Pega platform — from claims and benefits handling to customer contact after a claim event, where fast, empathetic communication determines customer retention.
In broker-driven distribution, we also use Pega for intelligent campaign steering: following the Next Best Action principle, intermediaries receive targeted prompts that help them offer the right insurance products at the right time — instead of running blanket campaigns.
Beyond individual processes, we also support insurers in building their own low-code capability and in the ongoing development and maintenance of existing applications. We also support the rapid rollout of new application journeys — for example, designing, building, and launching a new product application journey within a few weeks, accounting for historically grown IT systems.
Cases and practical applications
Insurance
Process pattern from an insurance project.
Insurance
A digital application journey delivered at short notice, with an internal CoE involved.
Reference
Insurance
Results
The situation
Customer contact during a claim, and outreach through brokers, needed to be steered more precisely and on a data-driven basis.
The solution
Pega-powered steering of claims contacts and next-best-action campaigns, delivered to brokers.
Why it matters
The right action at the right moment — that is what decides customer retention in the insurance business.
Reference
Insurance
Results
The situation
A digital application journey had to be delivered at short notice, with an internal Center of Excellence involved.
The solution
Delivery of an application journey within a few weeks, built on Pega.
Why it matters
Speed without sacrificing quality — made possible by reusable components and CoE structures.
