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An SMA Research Report


Deborah M. Smallwood, Senior Partner

Karen Furtado, Partner

Mark A. Breading, Partner

Publication Date: May 1, 2019

Number of Pages: 8

Price: $995.00 USD

The transformation journey is a requirement for all insurers, but despite a great deal of progress, many insurers and the industry at large continue to approach transformation in a traditional fashion, fostering incremental change through various internal initiatives. This report outlines a new approach to the transformation journey that includes defining the future state and progressing toward it using one of two perspectives (or lenses):   

  • The inside-out perspective prioritizes operational optimization, with the intent that its effects will ripple through the organization to increase ease of doing business for the employees, partners, and ultimately the customers.
  • The outside-in perspective prioritizes the customer and their experience, emphasizing ease of doing business and a seamless customer experience. 

SMA illustrates how both of these “lenses” can be used to effect change with examples from Chubb’s Small Business Marketplace. This new approach to transformation helps insurers achieve their future state and accelerate their transformation journeys.  

 Figure 1. SMA Transformation Journey to Future State 

20190430 SMA Transformation Journey to Future State