Explore.Learn.Transform

A buyer-grade playbook for real containment, measurable deflection, and lower cost-to-serve with Xemplar Engage.

A buyer-grade playbook for real containment, measurable deflection, and lower cost-to-serve with Xemplar Engage.

That diagnosis is convenient, but it is usually wrong. Policyholders do not resist digital. They resist friction, dead ends, and experiences that do not work when it matters.

Insurers often focus on claims cost, indemnity, leakage, litigation, and reserves. However, the first notice of loss, a critical stage in the claims process, frequently receives insufficient attention.

Over the years, customer-facing portals and workflows have been built directly on top of core logic, creating tight dependencies between experience and execution.

For years, rate increases did the heavy lifting. When loss ratios tightened, or expense lines crept up, pricing adjustments helped restore balance. That option is no longer dependable.

In a market where switching costs are low and expectations are high; carriers and MGAs can no longer rely on transactional touchpoints to keep policyholders loyal.

For decades, insurance technology strategy was locked into a single, daunting goal: the core system transformation.

When I talk to insurance carriers, I often hear the following, “We have a mobile app and adoption is disappointing”, or “We already have a customer web portal, they don’t want a mobile app”.

Insurers are losing profitability to outdated, fragmented customer experiences. Modern self-service platforms cut costs by automating routine requests and simplifying claims. The result: higher retention, lower operating costs, and a connected, customer-first ecosystem.