I have worked in the insurance industry for
many years, and my work has been almost exclusively on computers. Virtually
every piece of information in my work and the industry is processed through a
computer at some point. From servicing policies to paying claims, computers
play a role in every step of the process. Computers allow employees to connect
with each other and customers, process and share information, and carry out all
the other tasks needed to keep business going.
One prominent trend in
the insurance industry, as I am sure is true in many other industries, is
automation. As computing power improves and machines become more adept at
learning, employers can delegate more tasks to automated processes that require
less human intervention. Computers can do many repetitive tasks, and artificial
intelligence also shows promise with more complex work. For example,
improvements in the performance of chatbots limits the need for human customer
service employees, and insurance companies are eager to adopt applications that
can analyze images and documents that would otherwise require a human to
review. The prospect of autonomous vehicles also poses a potential for
significant transformation of the auto insurance industry, from questions of
liability to a possibly reduced exposure due to safer roadways.
Some degree of
computer literacy is required for most insurance industry employees since most
of the work is performed using computers. If someone cannot operate a computer,
they will be unable to do the job. Most insurance industry employees will need to be familiar with common productivity software, like the Microsoft Office Suite and be able to adapt to various other applications as they roll out. More advanced computing skills are also in demand in the insurance industry, which employs a wide variety of IT professionals. It is also beneficial to understand how
computers work in remote settings where on-site IT support is unavailable to
service an employee’s computer. I predict that automation will continue to gain
presence in the insurance industry in the next ten years. I believe that
evolutions in hardware, operating systems, and networking will contribute to
the development of more powerful artificial intelligence, which will continue
to push the boundaries of what machines can do, reducing operating costs and
offering more services to customers in the process.
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