P&C Policy Forms Management: Workin’ Like It’s 1999

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21 February 2019

Key research questions

  • What forces will increase the rate of change of insurance products?
  • What do survey results identify as the challenges in the current policy form creation and maintenance processes?
  • How can insurers prepare their processes for the future?


Insurance is a promise to pay. Policy forms are the expression of this promise in written form. Creating and maintaining these forms is a core activity in all insurers. To understand current approaches and issues in performing these processes, Celent interviewed product managers in 12 insurers. The interviews collected data on the elapsed time required to deliver new and modify existing policy forms, measures of the effort required, the pain points involved, and the various constituencies served. The use of technology was also explored.