The insurance industry has always approached customer interaction in a way that reflects the nature of the business relationship with the policyholder, but this is beginning to change.

In the report The New Age of Customer Communication in Insurance: A Business Case for Legacy Modernization, Celent describes this “new age” and explains why insurers need to consider it when embarking on legacy modernization programs. The report is based on the results of legacy modernization surveys launched by Celent in 2010, 2013, and 2015.

“A vast majority of insurance companies expect to improve their business agility by following their legacy system modernization program,” says Nicolas Michellod, a senior analyst with Celent’s Insurance practice and author of the report. “Being able to address customer needs in a flexible and timely manner has been the main objective of insurers over the past five years.”

This report contains thirteen figures and one table.