The Health and Protection insurance sector stands at a critical juncture. While consumers have grown accustomed to seamless digital experiences from the likes of Amazon, Google and Uber, insurers continue to fall short, according to Comarch. Today’s customers want digital services that value their loyalty and make interactions easy. Unfortunately, most Health and Protection insurers are burdened by outdated systems and an industry culture steeped in conservatism.
Unlike other insurance lines such as Property and Casualty, which have embraced technological innovation, Health and Protection providers continue to rely on siloed, outdated systems.
These legacy infrastructures lead to a fragmented and often frustrating customer experience, harming Net Promoter Scores (NPS) and stalling business growth. Despite recognising the need for change, insurers remain cautious—ironically underestimating the risks of maintaining the status quo in a world where innovation is essential.
Lessons from Octopus Energy’s customer-first model
Octopus Energy serves as a powerful example of how digital innovation can transform a traditional industry. In just a decade, the firm has become the UK’s leading household energy supplier by embracing personalisation, gamification, transparent communication, and community-focused engagement.
Octopus’s journey proves that placing customers at the core of a digital strategy isn’t just progressive—it’s commercially successful. Health and Protection insurers could benefit greatly from adopting a similar approach.
Outdated tech stifles not just customers, but staff
Technology challenges aren’t limited to external-facing operations. Internally, employees also face major obstacles.
From board members managing budget versus innovation tensions, to front-line workers trapped in non-integrated systems, and IT teams dealing with decades-old code—everyone is impacted. These issues hamper productivity, lower morale, and slow down decision-making. The source of the problem? Legacy systems that are no longer fit for purpose.
Why it’s time for full digital transformation
At the core of these challenges lies the urgent need for digital modernisation. Comarch, a software provider with over 20 years’ experience supporting European insurers, offers a comprehensive solution. Their suite of tools is designed for transformation, enabling insurers to shift away from outdated models and embrace a more agile, customer-centric approach.
Comarch’s solution includes:
-
Customer-first design – Crafting seamless, omnichannel experiences that prioritise client engagement in an era of hyper-personalisation.
-
Enterprise management – Streamlining processes and boosting operational agility while reducing costs.
-
Business intelligence – Delivering data-driven insights that add value at every stage of the insurance value chain.
-
Cyber security – Offering advanced protection to secure company and client data against evolving threats.
Taking a strategic approach to modernisation
True transformation doesn’t happen overnight. It requires a phased, strategic approach tailored to an insurer’s specific needs.
The key is choosing the right technology partner—one that understands the complexities of Health and Protection and stays ahead of the curve. Comarch offers that partnership, supporting insurers not just with tools, but with the insight and vision needed to build a resilient, future-ready business.
In a rapidly evolving industry, adaptability is crucial. By investing in digital transformation today, Health and Protection insurers can not only catch up with their peers but potentially leapfrog them, ushering in a new era of innovation, efficiency and customer loyalty.
Read the full blog from Comarch here.
Keep up with all the latest FinTech news here
Copyright © 2025 FinTech Global
