A surge in digital transformation efforts by companies following the COVID-19 outbreak requires a wider rethinking of processes to be fully successful, professional services firm Genpact says.

Companies looking at how they can better use data and technology to adapt also have to take a closer look at ways they can optimise their operations, Genpact APAC Insurance VP Steven Raynor says.

“You can put a robot over a process, but if it is not an efficient process you are not going to get a good return, so simplifying and standardising processes is really a critical thing,” he told insuranceNEWS.com.au.

Mr Raynor says it is also important that employees receive the right training so “augmented intelligence” technology complements the abilities of the workforce.

Increases in data, including information available through third parties, is also boosting opportunities for insurers to see potential claim triggers and to offer information to alert and assist customers.

Mr Raynor says the role of insurers will probably shift more toward prevention, driven by both data and the more proactive focus on looking after consumers.

“The reality is nobody wants a claim, either the insurance company or the policyholder,” he said. “If the insurers can move more to prevention that is definitely going to be welcomed.”

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