The report explains that insurers face rising costs, legacy system constraints, and growing competition from digital-first players, making customer retention more crucial than ever. Policyholders expect seamless, personalised, multichannel experiences, yet many insurers struggle with outdated technology and fragmented data. The report outlines strategies for success: using data and AI to drive decisions, modernising legacy systems, creating frictionless end-to-end experiences, and adopting digital-first, API-centric operations. Insurers that balance mainframe stability with new technologies can improve efficiency, strengthen loyalty, and stay competitive in an evolving ecosystem.

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