Intelligent Execution: Closing Margin Leaks Across Underwriting, Claims, and CX

Over the past five years, UAE insurers have made significant investments in digital transformation. Core systems have been modernized, yet operating cost structures remain largely unchanged. The primary constraint on margin is no longer technical infrastructure, but executional disconnects between key functions.

Underwriting, claims, and customer experience continue to operate as discrete domains. Without integrated data flows, decision-making is delayed, rework increases, and service quality deteriorates. Margin erosion is now driven by how processes interact, rather than by system limitations.

This edition of MIT SMR Connections, presented in collaboration with Xebia and AWS, brings together insurance leaders to examine how execution across functions can be improved without adding complexity.

The session will focus on where breakdowns typically occur and how insurers are applying existing tools, such as multilingual AI, automation, and embedded compliance, to reduce process inefficiencies, improve coordination, and enhance service consistency.

Briefing Points

• Margin Leakage Across Functions: Despite modernized platforms, most insurers continue to face inefficiencies where underwriting, claims, and customer experience intersect. These disconnects remain a primary source of margin loss.
• Latent Signals and Untapped Data: Many of the signals required for faster, more accurate decision-making already exist within current systems. Explore how insurers are beginning to surface and utilize these signals earlier in the process.
• Tools for Operational Responsiveness: Generative AI, automation, and embedded governance are enabling faster, more consistent execution across core functions, while maintaining or reducing support costs.