Insurance

Insurance runs on decades old policy administration systems sitting underneath customer expectations that were set by consumer apps built in the last few years. Almost every engagement we run in this sector exists somewhere in that gap. A carrier that needs to move faster on the front end without breaking the actuarial and regulatory logic buried in the back end.

We work with personal and commercial lines carriers, managing general agents and insurtech companies building new products from scratch, across claims, underwriting, policy administration and the agent and policyholder facing systems that sit on top of all three. State by state regulatory variation is a constant in this sector, so we design for configurability by jurisdiction from the outset rather than hardcoding a single state rules and generalizing later.

Our focus is operational efficiency and measurable improvement against the systems a carrier already runs, rather than a hypothetical greenfield rebuild that looks better in a pitch than it performs in production.

Where we help

• Policy administration modernization, including migration off legacy mainframe and green screen systems
• Claims management automation, from first notice of loss through adjudication and payment
• Underwriting workflow and rules engine development, including rate and rule configurability by state
• Fraud detection and predictive scoring for claims and underwriting
• Agent and policyholder portal development, including self service quoting and endorsement
• Reserve and actuarial reporting systems, built for accuracy and audit traceability
• Sales process digitization, moving paper and email based workflows into structured digital pipelines
• Regression and compliance test automation for systems that ship frequent state driven rate and form changes

The regulatory and compliance landscape

Insurance is regulated primarily at the state level in the US, through each state Department of Insurance, which means rate filings, policy forms and claims handling practices can all vary by jurisdiction for what is functionally the same product. We build configurability for that variation into the architecture rather than treating each new state as a separate development effort.

NAIC model laws and standards, including the Insurance Data Security Model Law that a growing number of states have adopted, shape how we design data handling and breach notification processes. Where a client operates in states with an adopted version of that model law, we treat its safeguards requirements as a baseline architectural constraint.

Claims and underwriting systems that touch personal data increasingly intersect with state consumer privacy laws as well, which means data minimization and consent handling now show up in insurance builds in ways they did not a few years ago.

Where AI and automation are changing the work

Automated claims triage, damage assessment from photos, and first notice of loss intake are now mainstream applications, and the carriers seeing real efficiency gains are the ones that built a human review step into the workflow for anything above a defined complexity or value threshold rather than automating the full path end to end.

On underwriting, predictive models for risk scoring and pricing are well established, but the explainability requirement is real. An applicant or a regulator can ask why a rate came out the way it did, and the model said so is not an acceptable answer in most jurisdictions. We design scoring systems with that explainability requirement in mind from the start.

Generative AI is showing up in claims correspondence drafting, policy document summarization for agents, and first pass fraud flagging, all areas where a human retains the final decision. We are more cautious about AI making autonomous claims or coverage determinations, given both the regulatory scrutiny and the reputational cost of getting a denial wrong.

Platforms and technology

We work across the core policy administration, claims and CRM platforms carriers and MGAs typically run.

• Guidewire
• Duck Creek
• Salesforce Financial Services Cloud
• Majesco
• AWS and Azure
• Snowflake for actuarial and claims data
• ServiceNow

ServiceNow fits naturally in insurance IT operations for ITSM on claims-adjacent systems and workflow automation on the Now Platform. Our team knows the platform well enough to get an insurance-context instance production-ready. ServiceNow practice →

How we approach engagements in this space

We favor modernizing the customer facing and workflow layers while leaving a sound backend intact wherever possible, because a full core policy system replacement is a multi year undertaking that most carriers cannot justify unless the existing system is genuinely at the end of its life.

When additional engineering capacity is needed, we prioritize people with prior property and casualty, or life and annuity, domain exposure, because the terminology and regulatory logic in this sector take real time to learn and a generalist developer will spend weeks catching up on concepts an insurance experienced engineer already understands.

Because insurance systems change constantly with state filing updates, we build regression and compliance test automation into engagements as standard, so a routine rate change becomes a normal release rather than a project that needs its own budget line.