Leading Life Insurer (unnamed)

A global life insurer with operations across nearly 20 countries and over a century of operating history faced three consecutive years of stagnant revenue growth. The root cause was structural: underwriting and claims workflows remained heavily manual, requiring agents to process policies through fragmented, paper-intensive systems. This created compounding bottlenecks — slow policy issuance frustrated customers at the point of sale, low agent productivity limited throughput, and inconsistent underwriting decisions introduced risk exposure. In life insurance, where speed-to-issue directly influences conversion and retention, the inability to scale policy processing without proportional headcount growth was eroding both competitive position and customer satisfaction.

The insurer deployed two complementary AI platforms from FPT Software to address both back-office and agent-facing inefficiencies. Confidon automated underwriting and claims processing workflows using predictive machine learning models that evaluate applicant risk profiles and route policies based on complexity — enabling straight-through processing for eligible cases without manual intervention. Alongside this, AIDP (AI-powered Digital Platform) was introduced to enhance agent productivity, providing guided workflows and decision support that reduced friction in the sales process. Together, the platforms integrated into existing policy administration systems to automate policy issuance end-to-end — from application intake through risk assessment to online policy delivery — without requiring agents to change core systems.

The transformation delivered measurable step-change improvements across the underwriting operation:

• 600% increase in underwriting efficiency, reflecting dramatic throughput gains relative to the pre-automation baseline
• 2 seconds average policy handling time, down from manual processing that required minutes per case
• 78% straight-through-processing rate, meaning nearly four in five policies now issue without manual underwriter review
• 100% of policies are now issued digitally through online channels

Beyond the operational metrics, the shift to automated underwriting reduced the dependency on individual underwriter judgment for standard cases, freeing skilled staff to focus on complex or high-value applications — improving both consistency and risk quality.

• Straight-through processing is the leverage point: Getting STP rates above 75% fundamentally changes the economics of underwriting — cost per policy drops and throughput scales without linear headcount growth.
• Back-office and agent tools must be addressed together: Automating underwriting alone without improving agent productivity leaves revenue gains on the table; the compounding effect comes from solving both sides.
• Integration with existing policy administration systems is non-negotiable: AI underwriting tools that require system replacement face long deployment timelines; FPT Software's approach worked within the existing infrastructure.
• Digital issuance should be the forcing function: Setting a goal of 100% online policy issuance creates the organizational pressure to remove every manual step in the chain.