The executive summary shows insurers under pressure to deliver seamless, efficient, and trusted experiences across the policyholder journey. Consumers want fast, accessible services, clear information, and fewer friction points, while insurers struggle with legacy systems, data silos, and slow innovation. Tech decision-makers prioritise loyalty, frictionless digital journeys, better KYC, and operational agility. Data and cloud technologies are key to personalisation, efficiency, and revenue growth, but human contact still matters. Insurers must modernise systems, improve data transparency, and adopt iterative technology delivery to drive retention and turn policyholders into advocates.

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