{"id":34993,"date":"2025-11-20T12:29:43","date_gmt":"2025-11-20T11:29:43","guid":{"rendered":"https:\/\/stage2-fp.webenv.pl\/blog\/?p=34993"},"modified":"2025-12-03T11:41:10","modified_gmt":"2025-12-03T10:41:10","slug":"the-replacement-question-when-to-fix-replace-or-augment-your-claims-technology","status":"publish","type":"post","link":"https:\/\/www.future-processing.com\/blog\/the-replacement-question-when-to-fix-replace-or-augment-your-claims-technology\/","title":{"rendered":"The replacement question: when to fix, replace, or augment your claims technology"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"34993\" class=\"elementor elementor-34993\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-171a3a2b e-con-full e-flex e-con e-parent\" data-id=\"171a3a2b\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-234d37b elementor-widget elementor-widget-fp_breadcrumbs\" data-id=\"234d37b\" data-element_type=\"widget\" data-widget_type=\"fp_breadcrumbs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-breadcrumbs  o-margin--first-section\">\n    <div class=\"o-container\">\n        <a\n            href=\"https:\/\/www.future-processing.com\"\n            class=\"o-breadcrumbs__link o-breadcrumbs__link--home\"\n            aria-label=\"Home\"\n            data-elementclick=\"Breadcrumbs link\"\n            data-elementname=\"Breadcrumbs Home\"\n        >\n            Home        <\/a>\n        <a\n            href=\"https:\/\/www.future-processing.com\/blog\"\n            class=\"o-breadcrumbs__link\"\n            aria-label=\"Blog\"\n            data-elementclick=\"Breadcrumbs link\"\n            data-elementname=\"Breadcrumbs Blog\"\n        >\n            Blog        <\/a>\n                                                                <span aria-current=\"page\" class=\"o-breadcrumbs__title\">The replacement question: when to fix, replace, or augment your claims technology<\/span>\n            <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21bf61e1 toc-ignore elementor-widget elementor-widget-fp_banner-post\" data-id=\"21bf61e1\" data-element_type=\"widget\" data-widget_type=\"fp_banner-post.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"s-banner-post o-margin__top--standard  o-margin__bottom--standard  m-gradient-light\" >\n    <div class=\"s-banner-post__background\">\n                    <img fetchpriority=\"high\" decoding=\"async\" width=\"1156\" height=\"603\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post.png\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post.png 1156w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post-300x156.png 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post-1024x534.png 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post-768x401.png 768w\" sizes=\"(max-width: 1156px) 100vw, 1156px\" \/>            <\/div>\n    <div class=\"o-container\">\n        <div class=\"row\">\n            <div\n                class=\"s-banner-post__categories col-small-24 col-tablet-22 col-medium-14 col-big-15 col-laptop-14 col-fullhd-13 col-qhd-15\"\n            >\n                                    <a\n                        href=\"https:\/\/www.future-processing.com\/blog\/?category=it-business-news\"\n                        class=\"s-banner-post__categories-button o-button o-button--secondary o-button--rounded o-button--s\"\n                    >\n                        IT News                    <\/a>\n                            <\/div>\n            <div\n                class=\"s-banner-post__content col-small-24 col-tablet-22 col-medium-14 col-big-15 col-laptop-14 col-fullhd-13 col-qhd-15\"\n            >\n                <h1 class=\"f-headline-semi-huge f-line\">\n                    The replacement question: when to fix, replace, or augment your claims technology                <\/h1>\n                <div class=\"s-banner-post__description f-headline-extra-big\">\n                    77 percent of UK MGAs say claims processes need fundamental improvement, yet most frustrations stem from workflow friction rather than system failure. Before deciding on a full system replacement, it\u2019s worth asking what\u2019s genuinely slowing teams down and which intervention will actually fix it.                <\/div>\n                <div class=\"s-banner-post__details\">\n                    <div class=\"s-banner-post__date f-paragraph\">\n                        <svg class='o-icon o-icon--16 o-icon--calendar '>\n            <use xlink:href='#icon-16_calendar'><\/use>\n          <\/svg>                        <b>Last update date: <\/b>\n                        03 December 2025                    <\/div>\n                                        \n<div class=\"o-social-media  f-paragraph\">\n    <b>Share on: <\/b>\n            <a href=\"http:\/\/www.facebook.com\/sharer.php?u=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Fthe-replacement-question-when-to-fix-replace-or-augment-your-claims-technology%2F\" aria-label=\"Share on Facebook\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" 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data-elementname=\"LinkedIn\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin2 '>\n            <use xlink:href='#icon-16_linkedin-2'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n                <\/div>\n            <\/div>\n            <div\n                class=\"s-banner-post__authors-wrapper col-small-24 col-tablet-22 off-medium-1 col-medium-8 off-big-2 col-big-7 off-laptop-4 col-laptop-6 off-fullhd-5 off-qhd-2 col-qhd-7\"\n            >\n                <div class=\"o-pill o-pill--brand o-pill--circle\"><\/div>\n                <h2 class=\"s-banner-post__authors-header f-headline-semi-large f-line\">\n                    <strong>Written by:<\/strong>\n                <\/h2>\n                <div class=\"s-banner-post__authors\">\n                                                                    <div class=\"s-banner-post__author\">\n                            \n<div class=\"o-person-linkedin o-pill o-pill--image  o-person-linkedin--no-shadow o-person-linkedin--has-link\">\n            <img decoding=\"async\" width=\"240\" height=\"480\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg 240w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1-150x300.jpg 150w\" sizes=\"(max-width: 240px) 100vw, 240px\" \/>                <a class=\"o-person-linkedin__linkedin\" href=\"https:\/\/www.linkedin.com\/in\/lukanna\/\" target=\"_blank\" aria-label=\"LinkedIn\" data-elementclick=\"person-linkedin-url\" rel=\"noopener\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin '>\n            <use xlink:href='#icon-16_linkedin'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n                            <p class=\"f-paragraph s-banner-post__author-name\">\n                                Anna \u0141ukaszczyk                            <\/p>\n                                                            <p class=\"f-paragraph s-banner-post__author-position\">\n                                    Strategic Initiatives Lead - Insurance                                <\/p>\n                                                                                        <a href=\"https:\/\/www.future-processing.com\/blog\/author\/alukaszczyk\/\" class=\"o-button o-button--tertiary o-button--arrow o-button--icon-right o-button--m\">\n                                    More from this author                                    <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                    <svg class='o-icon o-icon--24 o-icon--arrow '>\n            <use xlink:href='#icon-24_arrow'><\/use>\n          <\/svg>                                <\/a>\n                                                    <\/div>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-432776ab e-flex e-con-boxed e-con e-child\" data-id=\"432776ab\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-7a7aec72 e-con-full e-flex e-con e-child\" data-id=\"7a7aec72\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6fbd7f60 elementor-widget elementor-widget-table-of-contents\" data-id=\"6fbd7f60\" data-element_type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;exclude_headings_by_selector&quot;:&quot;.toc-ignore&quot;,&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;marker_view&quot;:&quot;numbers&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_widescreen&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_laptop&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet_extra&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile_extra&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<h2 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of contents\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__6fbd7f60\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-24a5c47c elementor-widget elementor-widget-fp_social-media\" data-id=\"24a5c47c\" data-element_type=\"widget\" data-widget_type=\"fp_social-media.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-social-media o-social-media--border f-paragraph\">\n    <b>Share on: <\/b>\n            <a href=\"http:\/\/www.facebook.com\/sharer.php?u=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Fthe-replacement-question-when-to-fix-replace-or-augment-your-claims-technology%2F\" aria-label=\"Share on Facebook\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"Facebook\">\n            <svg class='o-icon o-icon--16 o-icon--facebook '>\n            <use xlink:href='#icon-16_facebook'><\/use>\n          <\/svg>        <\/a>\n            <a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Fthe-replacement-question-when-to-fix-replace-or-augment-your-claims-technology%2F\" aria-label=\"Share on Twitter\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"Twitter\">\n            <svg class='o-icon o-icon--16 o-icon--x '>\n            <use xlink:href='#icon-16_x'><\/use>\n          <\/svg>        <\/a>\n            <a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Fthe-replacement-question-when-to-fix-replace-or-augment-your-claims-technology%2F\" aria-label=\"Share on LinkedIn\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"LinkedIn\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin2 '>\n            <use xlink:href='#icon-16_linkedin-2'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-18c0593b e-con-full js-post-content s-post-content e-flex e-con e-child\" data-id=\"18c0593b\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4590a013 elementor-widget elementor-widget-fp_text_box\" data-id=\"4590a013\" data-element_type=\"widget\" data-widget_type=\"fp_text_box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-text-box m-gradient-light o-text-box--shadow\">\n                    <div class=\"f-paragraph o-text-box__text\"><p><span lang=\"EN-US\">Every claims director eventually faces the same dilemma.<\/span><\/p><p><span lang=\"EN-US\">Your claims system is struggling. Handlers are frustrated. Processes that should be straightforward take hours. The question everyone's asking: <strong>should we replace the whole thing?<\/strong><\/span><\/p><p><span lang=\"EN-US\">But recent research across UK specialty insurance reveals something interesting. 'Should we replace our system?' is often the wrong question.<\/span><\/p><p><span lang=\"EN-US\">Better to ask: <strong>what problem are we actually trying to solve?<\/strong><\/span><\/p><p><span lang=\"EN-US\">The Clyde &amp; Co MGA Opinion Report 2025 found <strong>77% of Managing General Agents believe claims processes require fundamental improvement <\/strong>- up dramatically from 59% just two years earlier.<\/span><\/p><p><span lang=\"EN-US\"><strong>Our survey of 250 claims professionals<\/strong> reveals most frustrations don't stem from system failure. They stem from workflow friction.<\/span><\/p><p><span lang=\"EN-US\">Understanding the distinction matters because the solution paths - and their costs, risks, and timelines - differ dramatically.<\/span><\/p><p><span lang=\"EN-US\">So the question becomes: <strong>which intervention makes sense for your situation?<\/strong><\/span><\/p><\/div>\n    <\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-46655da6 elementor-widget elementor-widget-heading\" data-id=\"46655da6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>Three scenarios: diagnosing what's actually broken<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd296c9 elementor-widget elementor-widget-heading\" data-id=\"fd296c9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>Scenario one: core system failure<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5a39880a elementor-widget elementor-widget-text-editor\" data-id=\"5a39880a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Some problems genuinely require replacement. When your core claims management system exhibits fundamental failures, no amount of process improvement will help.<\/p><p><strong>True core failures<\/strong> look like:<\/p><ul><li><strong>System instability that disrupts operations<\/strong>. Not occasional slowness, but regular crashes, data corruption, or complete unavailability that prevents claims handling entirely.<\/li><li><strong>Data integrity problems that create business risk<\/strong>. When information disappears, duplicates unpredictably, or becomes unreliable enough that handlers trust their memory over the system.<\/li><li><strong>Performance degradation that prevents scaling<\/strong>. The system functioned adequately at lower volumes but cannot handle current claim counts without unacceptable delays.<\/li><li><strong>Unsupported technology creating compliance exposure<\/strong>. Legacy platforms where the vendor no longer provides updates, security patches have ceased, or regulatory requirements exceed system capabilities.<\/li><\/ul><p>As one Head of Claims explained during our research:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-09f6cbf elementor-widget elementor-widget-fp_quote\" data-id=\"09f6cbf\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>There's no failsafe. If someone enters \u00a3200,000 instead of \u00a320,000, no one knows until later.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Head of Claims                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4fe78a4 elementor-widget elementor-widget-text-editor\" data-id=\"4fe78a4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>When validation breaks at this fundamental level, you&#8217;re dealing with architecture failure, not workflow friction.<\/p><p>The replacement path involves\u2026<\/p><p>\u2026<strong>substantial direct investment in new software licensing and implementation services<\/strong>.<\/p><p>But direct costs often represent only a portion of total expenditure &#8211; commonly <strong>30-40% based on industry experience<\/strong>. Data migration, change management, training programmes, and productivity disruption during transition add significantly to both cost and timeline.<\/p><p>Most critically, <strong>replacement introduces existential risk<\/strong>. During implementation, you&#8217;re running parallel systems or managing cutover &#8211; periods when claim handling capacity is compromised and error risk increases.<\/p><p>When core systems truly fail, <strong>replacement becomes unavoidable<\/strong>. But it&#8217;s the highest-cost, highest-risk path. <strong>Make sure you&#8217;re solving a genuine system failure<\/strong> rather than misdiagnosing workflow problems.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-81e0e3d elementor-widget elementor-widget-fp_cta\" data-id=\"81e0e3d\" data-element_type=\"widget\" data-widget_type=\"fp_cta.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"o-cta\">\n    <div class=\"o-cta__pill-container\">\n                    <img decoding=\"async\" width=\"120\" height=\"260\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/01\/pill-Insurence-3.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n    <div class=\"o-cta__text-container\">\n                                    <div class=\"f-paragraph\"><p><strong>Revolutionise your claims operations with futureClaims\u2122<\/strong><\/p><p>futureClaims\u2122 is an advanced platform designed to meet the demanding requirements of complex commercial and specialty claims, including the London Market.<\/p><\/div>\n                                    <div class=\"o-cta__buttons-container\">\n                                    <a class=\"o-button o-button--primary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/insurance-industry\/?utm_source=blogbanner\" target=\"_self\">\n                        <span>Learn more<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                                                    <a class=\"o-button o-button--secondary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/blog\/the-replacement-question-when-to-fix-replace-or-augment-your-claims-technology\/#contact-form\" target=\"_self\">\n                        <span>Contact us<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                            <\/div>\n            <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8754fa4 elementor-widget elementor-widget-heading\" data-id=\"8754fa4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>Scenario two: workflow friction<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1043e82 elementor-widget elementor-widget-text-editor\" data-id=\"1043e82\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Most organisations actually sit somewhere different: <strong>systems that technically function but frustrate everyone<\/strong> using them.<\/p><p>Our research found<strong> 30% of claims professionals cite collaboration and communication challenges as their primary obstacle<\/strong> to meeting strategic goals. Another <strong>26% identified training burden<\/strong> due to complex systems as a significant obstacle, rising to <strong>33% among Third-Party Administrators<\/strong>.<\/p><p>Workflow friction manifests as:<\/p><ul><li><strong>time disappearing into administrative tasks<\/strong> rather than expert assessment. As one marine claims director told us: <em>&#8216;We&#8217;re doing six steps just to process one payment. It could be three.&#8217;<\/em><\/li><li><strong>information fragmentation forcing manual work<\/strong>. One handler explained: <em>&#8216;Everything you do has to be manually re-entered&#8230; I don&#8217;t trust the system.&#8217;<\/em> When data exists across disconnected platforms &#8211; claim notifications, core management systems, document repositories, financial systems, external communications &#8211; handlers spend expertise on data housekeeping.<\/li><li><strong>priority blindness creating service level risk.<\/strong> Systems that sort alphabetically or by date received provide no intelligence about which claims genuinely require urgent attention. <em>&#8216;You can&#8217;t tell which claims are actually sensitive just from the list&#8217;<\/em>, explained one TPA claims handler.<\/li><li><strong>decision complexity without structured support<\/strong>.<em> &#8216;It&#8217;s hard to quantify D&amp;O claims. I wish we had a reserving tool&#8217;<\/em>, admitted one experienced handler. Not automation &#8211; just structured frameworks for genuinely complex judgement.<br \/><br \/><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a021646 elementor-widget elementor-widget-fp_text_box\" data-id=\"a021646\" data-element_type=\"widget\" data-widget_type=\"fp_text_box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-text-box m-gradient-light o-text-box--shadow\">\n                    <div class=\"f-paragraph o-text-box__text\"><p>This is where augmentation delivers clear and meaningful value.<\/p><\/div>\n    <\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2603612 elementor-widget elementor-widget-text-editor\" data-id=\"2603612\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Augmentation layers sit alongside existing systems, <strong>addressing specific friction points without requiring core replacement<\/strong>. They bring together data aggregation that creates unified views across fragmented sources, decision support that draws on historical precedent and structured frameworks, and integration middleware that enables seamless coordination between platforms that will never be replaced.<\/p><p>Organisations like <a href=\"https:\/\/www.future-processing.com\/case-studies\/hiscox-floodplus\/\">Hiscox<\/a> are pursuing exactly this approach &#8211; integrating data from multiple sources into unified views whilst preserving existing system investments. One <strong>implementation reduced information search time from 5-10 minutes to seconds<\/strong> by aggregating rather than replacing.<\/p><p>The augmentation advantage lies in <strong>dramatically lower cost, faster deployment, reduced risk and clear, incremental value<\/strong> demonstration. It lets you address today\u2019s friction while steadily building the foundations for tomorrow\u2019s capabilities.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cad41dc elementor-widget elementor-widget-heading\" data-id=\"cad41dc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>Scenario three: business model evolution<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d7c6dd elementor-widget elementor-widget-text-editor\" data-id=\"2d7c6dd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Sometimes the problem isn&#8217;t your system or your workflows &#8211; it&#8217;s <strong>strategic misalignment<\/strong>.<\/p><p>Signs your business has outgrown its technology architecture:<\/p><ul><li>A <strong>merger or acquisition can leave you with incompatible platforms<\/strong>, as two organisations try to operate on systems built for different business models, geographies or specialty lines.<\/li><li><strong>Portfolio expansion<\/strong> then adds another layer of pressure, especially when you move into areas like cyber risk on a platform originally designed for traditional property casualty, or when delegated authority arrangements introduce capacity-provider oversight your system was never meant to handle.<\/li><li>On top of that, <strong>a shift in market positioning<\/strong> may demand entirely new operational models, such as moving from individual claim administration to orchestrating an ecosystem of multiple parties.<\/li><\/ul><p>As one interview participant explained: <em>&#8216;Response time is a real strength&#8217;.<\/em> But that <strong>competitive advantage depends on architectural capabilities<\/strong> supporting rapid coordination &#8211; capabilities many legacy platforms never envisioned.<\/p><p>When business model evolves beyond architecture, <strong>no amount of fixing or augmenting solves fundamental strategic misalignment<\/strong>.<\/p><p>This scenario demands <strong>architecture-first<\/strong> thinking.<\/p><p>Before investing in any technology path,<strong> define the business model you&#8217;re building toward<\/strong>. What markets, what partnerships, what operational models? Then <strong>evaluate whether current architecture can evolve to support that<\/strong> strategy &#8211; or whether strategic objectives require different foundations.<\/p><p>The<strong> most expensive mistake<\/strong>: implementing new technology that solves today&#8217;s problems but cannot support tomorrow&#8217;s business model.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0e0509 elementor-widget elementor-widget-image\" data-id=\"d0e0509\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"779\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management.jpg\" class=\"attachment-large size-large wp-image-31801\" alt=\"Strategies for effective claims management\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management.jpg 960w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-300x292.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-768x748.jpg 768w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-411x400.jpg 411w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-24x24.jpg 24w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-48x48.jpg 48w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2317783 elementor-widget elementor-widget-heading\" data-id=\"2317783\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>The decision framework: from diagnosis to action<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af81fcb elementor-widget elementor-widget-text-editor\" data-id=\"af81fcb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Making intelligent technology decisions requires <strong>systematic evaluation<\/strong>, not intuition.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a66e005 elementor-widget elementor-widget-heading\" data-id=\"a66e005\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>Step one: diagnose what's actually broken<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4bedbb elementor-widget elementor-widget-text-editor\" data-id=\"d4bedbb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Begin with a<strong> claims friction audit<\/strong> &#8211; a comprehensive assessment revealing where operational costs actually accumulate.<\/p><ul><li><strong>Time and motion analysis across representative handlers:<\/strong><\/li><\/ul><p>Document the hours spent searching for information versus conducting complex assessment, track system transitions and handoffs, measure interruptions and context-switching, and quantify the rework that arises when data quality falls short.<\/p><p>Our research consistently found handlers spending more time on administrative friction than expert judgement &#8211; not because systems fail entirely, but because workflows accumulate dozens of small inefficiencies.<\/p><ul><li><strong>Error and quality cost tracking:<\/strong><\/li><\/ul><p>Analyse the claims that require correction, from data entry mistakes and incomplete information that triggers follow-up, to miscommunications that need clarification and service level breaches that demand recovery.<\/p><p>These costs rarely appear on operational dashboards but compound significantly across volume.<\/p><ul><li><strong>Stakeholder satisfaction assessment:<\/strong><\/li><\/ul><p>Survey broker confidence in communication and responsiveness, assess capacity provider trust in governance and transparency, measure handler satisfaction with tools and processes, and gather policyholder feedback on their claims experience.<\/p><p>Relationship friction often signals workflow problems rather than system failures.<\/p><ul><li><strong>Pattern identification:<\/strong><\/li><\/ul><p>Are frustrations system-wide or concentrated in specific areas? Do problems intensify at volume peaks or remain constant? Are issues technical (crashes, errors) or operational (delays, manual work)?<\/p><p>As one claims operations director observed:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4fa9747 elementor-widget elementor-widget-fp_quote\" data-id=\"4fa9747\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>Smart technology could handle routine tasks much faster... freeing us to focus on what requires real expertise.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Claims operations director                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-594d2f8 elementor-widget elementor-widget-text-editor\" data-id=\"594d2f8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>This signals workflow friction, not system failure, as the primary challenge.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f64ce4e elementor-widget elementor-widget-heading\" data-id=\"f64ce4e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>Step two: calculate the true cost of each path<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62928ef elementor-widget elementor-widget-text-editor\" data-id=\"62928ef\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Technology decisions require understanding three cost categories: direct, hidden, and risk.<\/p><p><strong>Direct costs<\/strong> appear in budgets: software licensing, implementation services, hardware infrastructure, training programmes, consulting support.<\/p><p>But <strong>hidden costs<\/strong> often exceed direct expenditure: productivity disruption during implementation, learning curve impacts on claim handling capacity, relationship strain from service disruption, opportunity cost from delayed other initiatives.<\/p><p><strong>Risk costs<\/strong> are hardest to quantify but potentially most significant: implementation failure requiring restart, data migration errors affecting claim accuracy, regulatory exposure during transition periods, competitive disadvantage from operational disruption.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a2032a6 elementor-widget elementor-widget-heading\" data-id=\"a2032a6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\"><b>Compare realistic total costs across paths:<\/b><\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15b58fa elementor-widget elementor-widget-text-editor\" data-id=\"15b58fa\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span lang=\"EN-US\">Full replacement typically involves lengthy implementations &#8211;<strong> industry experience suggests 18-24 months is common for specialty insurance<\/strong> platforms, often with substantial disruption. Even successful deployments frequently fall short of initial expectations, with research suggesting 60-70% benefit realisation is typical whilst creating unexpected friction elsewhere.<\/span><\/p><p><span lang=\"EN-US\"><strong>Targeted augmentation enables faster deployment<\/strong>, with modules often implemented in months rather than years to address specific pain points. It delivers <strong>lower risk, faster value and steady, incremental learning<\/strong>.<\/span><\/p><p><span lang=\"EN-US\">Importantly,<strong> &#8216;do nothing&#8217; carries costs too<\/strong>: continued productivity waste from operational friction, staff turnover from system frustration, regulatory exposure under FCA Consumer Duty requirements, competitive disadvantage as others improve.<\/span><\/p><p><span lang=\"EN-US\">The<strong> 77% of MGAs recognising fundamental improvement needs<\/strong> represent both competitive threat and opportunity. Those who systematically address friction gain decisive advantages in handler productivity, broker relationships, and capacity provider confidence.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d1ca48c elementor-widget elementor-widget-heading\" data-id=\"d1ca48c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>Step three: match solution to problem<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9d4bcab elementor-widget elementor-widget-text-editor\" data-id=\"9d4bcab\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>With diagnosis complete and costs understood, <strong>align the intervention to the actual problem<\/strong>.<\/p><ul><li><strong>When you&#8217;re seeing core system failure<\/strong> &#8211; crashes, data loss, unsupported technology and fundamental incapacity &#8211; fixing or replacing the platform becomes the only viable route, with disruption cost, an 18\u201324-month timeline for most specialty platforms and the operational risk of transition all factored in.<\/li><li><strong>When integration gaps create problems<\/strong> &#8211; data becoming fragmented, teams re-entering the same information and handlers spending too long searching for what they need &#8211; augmentation layers offer a quicker route forward, combining data aggregation, API connectivity and deployments measured in months.<\/li><li><strong>When decision support is lacking<\/strong> &#8211; outcomes drifting, frameworks varying from person to person and specialists becoming bottlenecks &#8211; augmentation adds decision intelligence, historical precedent and expert reinforcement without touching the core.<\/li><li><strong>When priority management fails<\/strong> &#8211; urgent claims going unnoticed, teams slipping into reactive firefighting and SLAs repeatedly falling behind &#8211; targeted modules such as intelligent triage, risk scoring and proactive escalation help restore control and predictability.<\/li><li><strong>When ecosystem coordination struggles<\/strong> &#8211; parties working at cross-purposes, ownership becoming unclear and status updates losing visibility &#8211; collaboration platforms, visibility layers and workflow orchestration help re-establish clarity and flow.<\/li><li><strong>When UX and training become burdens<\/strong> &#8211; onboarding taking longer than it should, handlers growing frustrated and attrition rising as a result &#8211; interface redesign, intuitive workflows and simplified interactions can be layered on without large-scale rebuild.<\/li><li><strong>When strategic misalignment emerges<\/strong> &#8211; the business model no longer fits, M&amp;A introduces incompatibility and new markets place demands the system cannot support &#8211; the right first step is an architecture review, followed by a technology direction grounded in strategic clarity.<\/li><\/ul><p>The framework provides <strong>repeatable governance for technology decisions<\/strong> -preventing reactive responses whilst enabling systematic evaluation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2c4262 elementor-widget elementor-widget-image\" data-id=\"c2c4262\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"899\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-911x1024.jpg\" class=\"attachment-large size-large wp-image-31800\" alt=\"Effective claims processing\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-911x1024.jpg 911w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-267x300.jpg 267w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-768x863.jpg 768w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-356x400.jpg 356w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing.jpg 960w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc3f5c6 elementor-widget elementor-widget-heading\" data-id=\"bc3f5c6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>The augmentation alternative: why it's gaining momentum<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a1d2d3b elementor-widget elementor-widget-text-editor\" data-id=\"a1d2d3b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Across UK specialty insurance, <strong>augmentation is becoming the preferred transformation approach<\/strong> &#8211; and the reasons are compelling.<\/p><ul><li><strong>Modular deployment reduces risk whilst accelerating value:<\/strong><\/li><\/ul><p>Rather than pursuing comprehensive implementations that attempt to solve everything at once, <strong>organisations introduce targeted capabilities that address specific friction points<\/strong>, whether that\u2019s streamlining payment processing, improving information aggregation, adding priority intelligence or embedding clear decision support frameworks.<\/p><p>Each module delivers<strong> measurable improvement within weeks or months<\/strong>, creating the confidence to move on to the next, while any missteps remain contained rather than catastrophic.<\/p><ul><li><strong>Augmentation preserves rather than disrupts:<\/strong><\/li><\/ul><p>Core systems that function adequately, even if they are frustrating to use, stay in place. There\u2019s<strong> no data migration<\/strong> that could expose claims information to corruption or loss, <strong>no parallel-system period<\/strong> that stretches operational capacity and<strong> no big-bang cutover<\/strong> that introduces existential risk.<\/p><p>This is <strong>especially important in specialty claims<\/strong>, where complex portfolios and long-tail development make any disruption far more hazardous.<\/p><ul><li><strong>Modular architecture enables future flexibility:<\/strong><\/li><\/ul><p>When business requirements evolve &#8211; new markets, partnership models, regulatory demands &#8211; <strong>modular layers adapt far more easily than monolithic platforms<\/strong>. You can add capabilities as they become necessary, replace individual modules without disturbing the rest and shape an architecture that grows with your strategy instead of holding it back.<\/p><ul><li><strong>Research shows growing preference for connected ecosystems:<\/strong><\/li><\/ul><p>Our findings revealed consistent<strong> desire for solutions enhancing existing platforms rather than requiring replacement<\/strong>. As one participant explained, systems are often <em>&#8216;80% out-of-the-box, 20% configuration&#8217;.<\/em> The goal isn&#8217;t replacing that foundation, but addressing the gaps preventing effective use.<\/p><p>This aligns with <strong>broader industry patterns<\/strong> toward API-driven integration, microservices architectures, and cloud-native deployment. The future? <strong>Orchestrated ecosystems<\/strong> where specialised components collaborate seamlessly.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ea5576 elementor-widget elementor-widget-fp_cta\" data-id=\"8ea5576\" data-element_type=\"widget\" data-widget_type=\"fp_cta.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"o-cta\">\n    <div class=\"o-cta__pill-container\">\n                    <img decoding=\"async\" width=\"120\" height=\"260\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/01\/pill-Insurence-3.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n    <div class=\"o-cta__text-container\">\n                    <div class=\"o-cta__logotype\">\n                <img loading=\"lazy\" decoding=\"async\" width=\"230\" height=\"112\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/hiscox_logo.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n                                    <div class=\"f-paragraph\"><p><strong>Streamlining the claims underwriting process with an MVP integrating disparate data sources into a single system<\/strong><\/p><p>Our MVP will enhance data accessibility, improve user experience and operational efficiency for claims underwriters, enabling future AI-driven developments, including data synthesis and process automation.<\/p><\/div>\n                                    <div class=\"o-cta__buttons-container\">\n                                    <a class=\"o-button o-button--primary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/case-studies\/hiscox-claims-management\/?utm_source=blogbanner\" target=\"_self\">\n                        <span>Read our case study<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                                                    <a class=\"o-button o-button--secondary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/blog\/the-replacement-question-when-to-fix-replace-or-augment-your-claims-technology\/#contact-form\" target=\"_self\">\n                        <span>Contact us<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                            <\/div>\n            <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c1c847 elementor-widget elementor-widget-heading\" data-id=\"8c1c847\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>Real-world augmentation: addressing specialty claims friction<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-886dea0 elementor-widget elementor-widget-text-editor\" data-id=\"886dea0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Consider a<strong> specialty insurer handling complex commercial lines<\/strong> &#8211; professional indemnity, directors and officers, marine, and casualty. Core system functioned adequately but operational friction was substantial.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4ee1be elementor-widget elementor-widget-heading\" data-id=\"f4ee1be\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>The friction pattern:<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a1aacfb elementor-widget elementor-widget-text-editor\" data-id=\"a1aacfb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Claims handlers routinely spent <strong>5\u201310 minutes locating the information they needed<\/strong>, from policy documents and prior communications to related claims and broker correspondence. When case references were missing, that <strong>search could stretch to hours or even push resolution into the next day<\/strong>.<\/p><p>Payment processing involved <strong>six manual steps<\/strong> across three systems, reserve decisions were made without a structured framework- leading to variation between handlers- and priority setting relied more on<strong> institutional memory than on systematic intelligence<\/strong>.<\/p><p>None of this pointed to system failure: the core platform still processed transactions, stored data and produced reports. The <strong>issue was workflow friction<\/strong>, which drained expert capacity on administrative tasks instead of supporting complex assessment.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d7255c elementor-widget elementor-widget-heading\" data-id=\"1d7255c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>The augmentation approach:<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4d3c2f elementor-widget elementor-widget-text-editor\" data-id=\"d4d3c2f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Rather than replacing the core system &#8211; with its substantial cost, long implementation window and considerable risk &#8211; the <strong>organisation introduced a set of targeted augmentation layers<\/strong>.<\/p><p>Data aggregation created a <strong>unified view<\/strong> for handlers across policy administration, claims management, document repositories and communication platforms, <strong>cutting information-search time from 5\u201310 minutes to seconds<\/strong>.<\/p><p><strong>Event-driven workflow automation<\/strong> removed unnecessary manual steps in payment processing,<strong> reducing six steps to two<\/strong> while maintaining appropriate control.<\/p><p><strong>Intelligent prioritisation<\/strong> highlighted claims that needed urgent attention based on financial exposure, complexity indicators and SLA risk, allowing teams to <strong>manage proactively rather than reactively<\/strong>.<\/p><p><strong>Decision support frameworks<\/strong> added structured guidance for reserve decisions,<strong> reducing variation between handlers<\/strong> while still leaving room for expert judgement in genuinely complex cases.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a747fcd elementor-widget elementor-widget-heading\" data-id=\"a747fcd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>The results:<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2e7feeb elementor-widget elementor-widget-text-editor\" data-id=\"2e7feeb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Implementation took place in phases over several months rather than through a multi-year deployment, and <strong>each module delivered a clear, measurable improvement<\/strong>.<\/p><p>Information search time fell<strong> from 5\u201310 minutes to seconds<\/strong>, payment processing dropped <strong>from six steps to two<\/strong>, and handlers were able to redirect a meaningful share of their time <strong>from administrative tasks to complex assessment<\/strong>. Service level breach rates declined, and handler satisfaction rose noticeably.<\/p><p>Crucially,<strong> the core system stayed operational throughout<\/strong>. There was no data migration, no cutover risk and no threat to business continuity.<\/p><p>The overall investment remained <strong>well below the cost of full replacement<\/strong>, the risk profile was dramatically lower, and the timeline was measured in months rather than years. It\u2019s a clear illustration of augmentation\u2019s appeal: <strong>resolving real friction without introducing implementation friction along the way<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1194713 elementor-widget elementor-widget-text-editor\" data-id=\"1194713\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Read more about insurance claims on our blog:<\/p><ul><li><a href=\"https:\/\/www.future-processing.com\/blog\/claims-process-automation\/\">A guide to claims process automation in the insurance industry<\/a><\/li><li><a href=\"https:\/\/www.future-processing.com\/blog\/how-to-improve-claims-handling\/\">How to improve claims handling and optimise management?<\/a><\/li><li><a href=\"https:\/\/www.future-processing.com\/blog\/managing-claims-inflation-innovation-predicting-the-future-of-claims\/\">Managing claims inflation: innovation &amp; predicting the future of claims<\/a><\/li><li><a href=\"https:\/\/www.future-processing.com\/blog\/managing-claims-inflation-challenges-insurance-leaders-face\/\">Managing claims inflation: challenges insurance leaders face<\/a><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c28077 elementor-widget elementor-widget-heading\" data-id=\"1c28077\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>The investment decision: choosing your path<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efdcb6f elementor-widget elementor-widget-text-editor\" data-id=\"efdcb6f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span lang=\"EN-US\">With framework established and augmentation case understood, <strong>how should claims leadership actually decide?<\/strong><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0ced3ff elementor-widget elementor-widget-heading\" data-id=\"0ced3ff\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>When to replace<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b3a660a elementor-widget elementor-widget-text-editor\" data-id=\"b3a660a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Full system replacement becomes the appropriate path when:<\/p><ul><li><strong>Core technology creates fundamental business risk<\/strong> through instability, data integrity failures, or unsupported architecture facing regulatory exposure.<\/li><li><strong>Performance limitations prevent volume scaling<\/strong> despite optimisation attempts.<\/li><li><strong>Technology obsolescence makes vendor support unavailable<\/strong> and security maintenance impossible.<\/li><\/ul><p><strong>Expect lengthy implementations <\/strong>&#8211; industry experience suggests 18-24 months or longer for specialty platforms &#8211; involving comprehensive requirements definition, vendor selection, data migration planning, parallel system operation, extensive testing, phased rollout, and stabilisation period.<\/p><p><strong>Total investment<\/strong> typically runs substantially beyond initial software costs once implementation services, data migration, change management, training, and disruption costs are included.<\/p><p><strong>Critical success factors:<\/strong> executive commitment beyond initial enthusiasm, realistic timeline expectations, comprehensive change management, willingness to accept that successful implementations typically deliver 60-70% of initial expectations.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5fd16d elementor-widget elementor-widget-heading\" data-id=\"d5fd16d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>When to augment<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-302ff2a elementor-widget elementor-widget-text-editor\" data-id=\"302ff2a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Augmentation delivers optimal results when:<\/p><ul><li>Core systems function adequately but <strong>workflow friction wastes capacity<\/strong>.<\/li><li><strong>Integration gaps<\/strong> create manual work and information fragmentation.<\/li><li><strong>Decision support deficiencies<\/strong> lead to inconsistent outcomes.<\/li><li><strong>Ecosystem coordination challenges<\/strong> slow multi-party claims.<\/li><li><strong>Priority management lacks intelligence<\/strong> creating reactive firefighting.<\/li><\/ul><p><strong>Expect faster deployment<\/strong> &#8211; augmentation modules can often be implemented in months rather than years, with each addressing specific friction point and delivering measurable improvement before next capability deployment.<\/p><p><strong>Investment profile<\/strong> substantially below full replacement, with modular expenditure enabling staged commitment based on demonstrated value.<\/p><p><strong>Critical success factors: <\/strong>clear friction diagnosis identifying highest-impact targets, realistic module scoping avoiding feature creep, disciplined deployment completing one capability before starting next.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b939c65 elementor-widget elementor-widget-heading\" data-id=\"b939c65\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>When to do nothing (and why it's rarely sustainable)<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d3e1661 elementor-widget elementor-widget-text-editor\" data-id=\"d3e1661\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>&#8216;Do nothing&#8217; sometimes <strong>appears as lowest-cost option<\/strong>. No budget required. No implementation risk. No change disruption.<\/p><p>But<strong> inaction carries costs often invisible<\/strong> to operational dashboards:<\/p><ul><li><strong>Competitive erosion:<\/strong> as the 77% of MGAs recognising improvement needs take action, those maintaining status quo fall behind in handler productivity, broker satisfaction, and capacity provider confidence.<\/li><li><strong>Operational waste compounding:<\/strong> small inefficiencies &#8211; minutes spent searching, steps that could be eliminated, decisions made without proper context &#8211; compound across volume into substantial capacity consumption.<\/li><li><strong>Regulatory exposure increasing:<\/strong> FCA Consumer Duty requirements demand demonstrable fair outcomes and comprehensive audit trails. Systems struggling to provide evidence create growing compliance risk.<\/li><li><strong>Talent attrition accelerating:<\/strong> in markets where specialist expertise is scarce, systems frustrating talented professionals drive them toward competitors with better tools. Our research found 26% identifying training burden as a significant obstacle &#8211; and frustrated handlers don&#8217;t stay long enough to complete extended onboarding.<\/li><\/ul><p>The question isn&#8217;t whether inaction has costs. It&#8217;s whether those costs &#8211; competitive, operational, regulatory, and talent-related &#8211; <strong>exceed investment required for improvement<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bb27ac1 elementor-widget elementor-widget-heading\" data-id=\"bb27ac1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>Reframing the question: from 'replace?' to 'how intelligently can we improve?'<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d3c86a elementor-widget elementor-widget-text-editor\" data-id=\"3d3c86a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The replacement question &#8211; <em>&#8216;Should we replace our claims system?&#8217;<\/em> &#8211; frames technology decisions as binary choices: <strong>keep what we have or start fresh<\/strong>.<\/p><p>But<strong> our research across UK specialty insurance<\/strong> reveals a different reality. Most claims operations don&#8217;t suffer system failure. They <strong>suffer workflow friction<\/strong> &#8211; dozens of small inefficiencies that compound into substantial operational costs.<\/p><p>The better question: <em>&#8216;What specific problems are we actually trying to solve, and what&#8217;s the most intelligent path to solve them?&#8217;<\/em><\/p><p>That question leads to <strong>much better decisions<\/strong>. So, how to proceed?<\/p><ul><li><strong>Diagnose friction systematically<\/strong> through comprehensive audit revealing where costs actually accumulate.<\/li><li>Calculate<strong> realistic total costs<\/strong> &#8211; direct, hidden, and risk &#8211; across all paths including &#8216;do nothing&#8217;.<\/li><li>Match <strong>solution to actual problem<\/strong> using decision frameworks aligning intervention type with friction pattern.<\/li><li><strong>Consider augmentation as a primary path<\/strong> when systems function but workflows frustrate, enabling modular deployment that delivers value faster with lower risk.<\/li><li><strong>Reserve replacement for genuine core failures<\/strong> where system architecture cannot support business requirements.<\/li><li>Recognise <strong>strategic misalignment as distinct from technology problems<\/strong>, ensuring business model clarity precedes system decisions.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f5ce199 elementor-widget elementor-widget-fp_text_box\" data-id=\"f5ce199\" data-element_type=\"widget\" data-widget_type=\"fp_text_box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-text-box m-gradient-light o-text-box--shadow\">\n                    <div class=\"f-paragraph o-text-box__text\"><p>The 77% of MGAs recognising fundamental improvement needs face real decisions with significant cost, risk, and competitive implications.<\/p><\/div>\n    <\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7be6f11 elementor-widget elementor-widget-text-editor\" data-id=\"7be6f11\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span lang=\"EN-US\">But the <strong>choice isn&#8217;t just replace-or-keep<\/strong>. It&#8217;s <strong>understanding what&#8217;s actually broken<\/strong>, calculating what paths genuinely cost, and matching intervention intelligence to problem reality.<\/span><\/p><p><span lang=\"EN-US\">Most organisations will find their <strong>highest-value path is augmenting strategically<\/strong>, addressing specific friction whilst preserving working foundations.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-52d52ed elementor-widget elementor-widget-fp_cta\" data-id=\"52d52ed\" data-element_type=\"widget\" data-widget_type=\"fp_cta.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"o-cta\">\n    <div class=\"o-cta__pill-container\">\n                    <img decoding=\"async\" width=\"120\" height=\"260\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/01\/pill-Insurence-3.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n    <div class=\"o-cta__text-container\">\n                                    <div class=\"f-paragraph\"><p><strong>Revolutionise your claims operations with futureClaims\u2122<\/strong><\/p><p>futureClaims\u2122 is an advanced platform designed to meet the demanding requirements of complex commercial and specialty claims, including the London Market.<\/p><\/div>\n                                    <div class=\"o-cta__buttons-container\">\n                                    <a class=\"o-button o-button--primary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/insurance-industry\/?utm_source=blogbanner\" target=\"_self\">\n                        <span>Learn more<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          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elementor-hidden-mobile e-flex e-con e-child\" data-id=\"764500e4\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-68f1fdd3 toc-ignore elementor-widget elementor-widget-fp_sidebar\" data-id=\"68f1fdd3\" data-element_type=\"widget\" data-widget_type=\"fp_sidebar.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-sidebar\">\n                            \n    <div class=\"o-sidebar__related-articles\">\n                    <h3 class=\"o-sidebar__title f-headline-semi-large\">Related articles<\/h3>\n                            <div class=\"o-sidebar__items\">\n                                    <div class=\"o-sidebar__item\">\n                                                    <div class=\"o-sidebar__item-photo\">\n                                <img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"400\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2015\/11\/Collaborative-environment-is-the-key-to-company\u2019s-success.jpg\" class=\"attachment-full size-full\" alt=\"Future Processing on collaborative environment\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2015\/11\/Collaborative-environment-is-the-key-to-company\u2019s-success.jpg 1200w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2015\/11\/Collaborative-environment-is-the-key-to-company\u2019s-success-1152x384.jpg 1152w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2015\/11\/Collaborative-environment-is-the-key-to-company\u2019s-success-300x100.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2015\/11\/Collaborative-environment-is-the-key-to-company\u2019s-success-768x256.jpg 768w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2015\/11\/Collaborative-environment-is-the-key-to-company\u2019s-success-1024x341.jpg 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2015\/11\/Collaborative-environment-is-the-key-to-company\u2019s-success-190x63.jpg 190w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/>                            <\/div>\n                                                <div class=\"o-sidebar__item-text\">\n                                                            <div class=\"f-paragraph\">Improving claims process: why your best claims handlers are making the worst decisions<\/div>\n                            \n                                                            <a href=\"https:\/\/www.future-processing.com\/blog\/improving-claims-process\/\" class=\"o-button o-button--tertiary o-button--xs o-button--icon-right o-button--arrow\" data-elementname=\"sidebar\" data-elementtype=\"Read more\">\n                                    Read more                                    <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                    <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                <\/a>\n                                                    <\/div>\n                    <\/div>\n                                    <div class=\"o-sidebar__item\">\n                                                    <div class=\"o-sidebar__item-photo\">\n                                <img loading=\"lazy\" decoding=\"async\" width=\"1290\" height=\"400\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2021\/03\/cover-definition-of-done.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2021\/03\/cover-definition-of-done.jpg 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data-elementtype=\"Read more\">\n                                    Read more                                    <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                    <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                <\/a>\n                                                    <\/div>\n                    <\/div>\n                            <\/div>\n            <\/div>\n            \n                            <div class=\"o-sidebar__value\">\n                                            <h3 class=\"o-sidebar__title f-headline-semi-large\">Value we delivered<\/h3>\n                                                                                            <div class=\"o-sidebar__value-item\">\n                                                                    <div class=\"o-sidebar__number\">\n                                        <span class=\"o-sidebar__number-content\">\n                                                                                        <div class=\"f-grid-number\">\u00a31M to \u00a35M<\/div>\n                                                                                    <\/span>\n                                                                            <\/div>\n                                                                                                    <div class=\"o-sidebar__text f-paragraph\"><p>revenue increase for one of the products, accelerated go-to-market goals, and improved insurance trading efficiency<\/p><\/div>\n                                                                                                    <div class=\"o-sidebar__link\">\n                                        <a href=\"https:\/\/www.future-processing.com\/case-studies\/hiscox-floodplus\/\" class=\"o-button 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src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg 240w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1-150x300.jpg 150w\" sizes=\"(max-width: 240px) 100vw, 240px\" \/>                <a class=\"o-person-linkedin__linkedin\" href=\"https:\/\/www.linkedin.com\/in\/lukanna\/\" target=\"_blank\" aria-label=\"LinkedIn\" data-elementclick=\"person-linkedin-url\" rel=\"noopener\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin '>\n            <use xlink:href='#icon-16_linkedin'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n                    <div class=\"s-post-authors__background\">\n                        <div class=\"s-post-authors__text\">\n                            <h3 class=\"f-line\">\n                                <span class=\"f-headline-semi-large\"><b>Anna \u0141ukaszczyk<\/b><\/span>\n                                                                    <p class=\"s-post-authors__position f-paragraph\">\n                                        Strategic Initiatives Lead - Insurance                                    <\/p>\n                                                            <\/h3>\n                                                            <div class=\"s-post-authors__description f-paragraph\">\n                                    <p>With over a decade of experience in IT and business management, I combine delivery, consulting, and leadership expertise. At Future Processing, I manage the Insurance Practice &#8211; shaping its strategy, overseeing projects, and building strong client relationships in the UK insurance market. Previously, I led cross-functional IT teams as Project &amp; Delivery Manager and Scrum Master, driving large-scale digital transformation initiatives across finance, automotive, and transport sectors. My background in operational excellence and client management enables me to align business goals with technology delivery for measurable impact.<\/p>\n                                <\/div>\n                                                    <\/div>\n                        <div class=\"s-post-authors__buttons\">\n                            <a href=\"https:\/\/www.future-processing.com\/blog\/author\/alukaszczyk\/\" class=\"o-button o-button--xs o-button--tertiary o-button-arrow o-button--icon-right\">\n                                View more posts by&nbsp;Anna                                <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                            <\/a>\n                        <\/div>\n                    <\/div>\n                <\/div>\n     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https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover-Data-platform-modernisation-768x238.jpg 768w\" sizes=\"(max-width: 1290px) 100vw, 1290px\" \/>                                            <\/div>\n                    <div>\n                                                                            <a class=\"o-button o-button--primary o-button--arrow o-button--icon-right o-button--xs\" href=\"https:\/\/www.future-processing.com\/blog\/how-to-prevent-ai-from-scaling-technical-debt\/\" target=\"_self\">\n                                <span>Learn more<\/span>\n                                <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                            <\/a>\n                                            <\/div>\n                <\/div>\n            \n                            <div class=\"f-paragraph o-floating-menu__additional-header \">\n                    <p>Additional articles<\/p>                <\/div>\n            \n                                                                    <div class=\"o-floating-menu__article\">\n                        <div class=\"o-floating-menu__image\">\n                                                            <img loading=\"lazy\" decoding=\"async\" width=\"1290\" height=\"400\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture.jpg 1290w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture-300x93.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture-1024x318.jpg 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture-768x238.jpg 768w\" sizes=\"(max-width: 1290px) 100vw, 1290px\" \/>                                                    <\/div>\n                        <div>\n                                                            <div class=\"f-paragraph o-floating-menu__text\">\n                                    <p>Article #1<\/p>                                <\/div>\n                                                                                        <a class=\"o-button o-button--tertiary o-button--arrow o-button--icon-right o-button--xs\" href=\"https:\/\/www.future-processing.com\/blog\/top-aws-consulting-companies-worldwide\/\" target=\"_self\">\n                                    <span>Read more<\/span>\n                                    <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                    <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                <\/a>\n                                                    <\/div>\n                    <\/div>\n                                                        <div class=\"o-floating-menu__article\">\n                        <div class=\"o-floating-menu__image\">\n                                                            <img loading=\"lazy\" decoding=\"async\" width=\"1290\" height=\"400\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture.jpg 1290w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture-300x93.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture-1024x318.jpg 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture-768x238.jpg 768w\" sizes=\"(max-width: 1290px) 100vw, 1290px\" \/>                                                    <\/div>\n                        <div>\n                                                            <div class=\"f-paragraph o-floating-menu__text\">\n                                    <p>Article #2<\/p>                                <\/div>\n                                                                                        <a class=\"o-button o-button--tertiary o-button--arrow o-button--icon-right o-button--xs\" href=\"https:\/\/www.future-processing.com\/blog\/top-aws-consulting-companies-worldwide\/\" target=\"_self\">\n                                    <span>Read more<\/span>\n                                    <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                    <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                <\/a>\n                                                    <\/div>\n                    <\/div>\n                                                        <div class=\"o-floating-menu__article\">\n                        <div class=\"o-floating-menu__image\">\n                                                            <img loading=\"lazy\" decoding=\"async\" width=\"1290\" height=\"400\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture.jpg 1290w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture-300x93.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture-1024x318.jpg 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/cover_Event-driven-architecture-768x238.jpg 768w\" sizes=\"(max-width: 1290px) 100vw, 1290px\" \/>                                                    <\/div>\n                        <div>\n                                                            <div class=\"f-paragraph o-floating-menu__text\">\n                                    <p>Article #3<\/p>                                <\/div>\n                                                                                        <a class=\"o-button o-button--tertiary o-button--arrow o-button--icon-right o-button--xs\" href=\"https:\/\/www.future-processing.com\/blog\/top-aws-consulting-companies-worldwide\/\" target=\"_self\">\n                                    <span>Read more<\/span>\n                                    <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                    <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                <\/a>\n                                                    <\/div>\n                    <\/div>\n                            \n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6e97234 e-flex e-con-boxed e-con e-parent\" data-id=\"6e97234\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>77 percent of UK MGAs say claims processes need fundamental improvement, yet most frustrations stem from workflow friction rather than system failure. Before deciding on a full system replacement, it\u2019s worth asking what\u2019s genuinely slowing teams down and which intervention will actually fix it.<\/p>\n","protected":false},"author":268,"featured_media":35139,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[998],"tags":[],"coauthors":[2164],"class_list":["post-34993","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it-business-news"],"acf":{"reading-time":0,"show-toc-sublists":false,"image":"","logo":"","button1":{"button1_type":"none","button":""},"button2":{"button2_type":"none","button":""},"person":{"person_photo":"","person_name":"","person_position":""}},"_links":{"self":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts\/34993","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/users\/268"}],"replies":[{"embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/comments?post=34993"}],"version-history":[{"count":12,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts\/34993\/revisions"}],"predecessor-version":[{"id":35612,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts\/34993\/revisions\/35612"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/media\/35139"}],"wp:attachment":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/media?parent=34993"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/categories?post=34993"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/tags?post=34993"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/coauthors?post=34993"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}