WEBINAR | How Advanced Policy Administration Systems & Insurance Tech Optimize Customer Experience

Session agenda #

• Customer experience fundamentals in insurance
• Legacy system challenges and limitations
• Modern policy administration capabilities
• AI integration across the value chain
• Building insurance ecosystems
• Strategic modernization roadmap

What you'll learn #

• The real cost of batch processing – Why legacy systems that rely on batch processing force you to pay for the same transaction three times (initial interaction, batch run, and follow-up reconciliation), and how real-time processing eliminates these inefficiencies
• Single source of truth challenges – How to tackle the complexity of data migration across multiple systems and establish governance that enables business users without creating shadow systems
• True carrier autonomy vs. vendor dependence – Understanding the difference between basic configuration access and genuine independence that enables rapid market response without budget drain from vendor statements of work
• Omnichannel experience architecture – Building unified data layers and API management that enable customers, agents, and employees to interact seamlessly across multiple channels with consistent information
• AI's practical impact today vs. tomorrow – Distinguishing between current AI applications (chatbots, document management) and emerging agentic AI that can execute actions across multiple systems autonomously
• Event-driven architecture benefits – Replacing batch processing with event meshes that enable one-transaction propagation across all systems, eliminating work queues and manual reconciliation
• Hybrid modernization approaches – When to pursue full PAS replacement versus ecosystem strategies using API layers, data fabrics, and AI-powered harmonization to extend legacy system value
• Technology prioritization framework – Balancing policy administration modernization, data modernization, digital tools, and AI solutions based on your organization's readiness and ROI timeline

About our expert speakers #

Chris Eberly, Insurance Practice Lead, Datos Insights #

"What we're seeing today is a multichannel reality where customers engage directly with carriers through various digital touchpoints while also still working with those valued agents and customer service reps. Carriers absolutely need to excel at supporting both the direct customer interactions and empowering agents with the right tools and information."

Chris leads insurance research at Datos Insights, advising carriers on customer experience transformation and technology modernization. He specializes in multichannel engagement strategies, real-time transaction processing, and helping carriers understand the true cost of batch processing inefficiencies. His expertise includes data governance challenges and the impact of generational shifts on technology adoption.

Ghassan Karam, AVP of Core Insurance Solutions, Equisoft #

"Digital transformation needs to be perceived as a continuous journey. It is part of the business. It is going to always happen. As technology evolves, more and more is going to come, and it doesn't have to discourage carriers, but rather be part of the core business where digitalization needs to happen consistently."

Ghassan leads core insurance solutions at Equisoft, specializing in policy administration modernization and carrier autonomy strategies. He helps organizations implement event-driven architectures, API-first platforms, and zero-code capabilities that enable rapid innovation. His practical approach balances greenfield modernization with hybrid strategies using data fabrics and AI-powered integration to maximize existing system value while delivering quick wins.

Gina Castañeda, Member Engagement Director, Latin America & Caribbean, LIMRA and LOMA #

Gina facilitates knowledge exchange between insurance technology providers and carriers across Latin America and the Caribbean at LIMRA and LOMA. She specializes in bridging global technology trends with regional market realities, helping insurers navigate digital transformation challenges specific to multi-jurisdictional operations and varying infrastructure environments.

Deepen your knowledge: Customer experience and policy administration modernization #

• How Modern Insurance Policy Administration Systems Improve Customer Experience – Discover how API-driven PAS enables real-time data access, omnichannel portals, and self-service capabilities that reduce call center volume while increasing satisfaction scores
• A Comprehensive Guide to Customer Experience in the Life Insurance Industry – Learn how to assess API connectivity, unlock data-driven personalization, and bridge the gap between customer expectations and current insurance experiences
• Why Customer Experience Fails Without Core System and Data Modernization – Understand how fragmented data, batch processing, and legacy systems prevent carriers from delivering the seamless digital experiences customers now expect
• Actionable Advice for Succeeding in Your PAS Modernization – Framework for managing once-in-a-generation core system transformations with proven strategies for minimizing risk and accelerating time-to-value
• What Life Insurers Should Know About Policy Administration System Modernization and Data Migration – Overcome the fear of migrating closed books of business with proven approaches to rules-based systems and business-driven configuration
• What Every Life Insurance Leader Should Know About Enhancing Customer Experience (eBook) – Comprehensive guide to CX challenges, modernization risks, and how PAS transformation enables world-class digital experiences
• Improving Customer Experience and Engagement in Insurance – Strategic framework for balancing retention, operational efficiency, and the decision between adapting legacy systems versus greenfield approaches.