Insurance has traditionally been known as a risk-averse industry, and thus, the last to employ new technologies. This characteristic is more a comment on the old culture and way of doing business than really being risk-averse. Customers are now forcing insurers to deal with change at a rate that is faster than they are comfortable. Customers have become a disruptive force in insurance.
When I was on an enterprise architecture team at a large insurer, the business drivers always included lower TCO (with respect to IT), improved ease of doing business and business agility. However, ease of doing business was primarily focused on independent agents, CSRs and underwriters. The actual policyholder was an afterthought to the policy process. Insurers created better UIs and in some cases enterprise portals to allow their agents, CSRs and underwriters easier access to their systems and better collaboration between these groups. While the policyholder was important, the agent was the insurance customer and the policyholder was the customer of the agent.
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