Abstract
Operational inefficiencies not only affect the quality of a company's offerings but also increase its overhead expenses. Insurance companies have some of the highest overhead costs, which often are transferred to customers as premiums for insurance products. While companies are adopting digital innovation to reduce expenses by optimizing their operational functions, not all companies are ready for the digital transformation journey, which risks their existence. The unreadiness exists despite evidence that digital innovation has many potential benefits to these companies. Nine participants from six business units, all with 133 employees, were interviewed for this study. This research uses a single, in-depth case study of an established insurance company to show how operational inefficiencies affect customers’ costs and how using digital innovation can reduce these expenses. The findings reveal that the insurer is still reliant on pre-digital methods to conduct business. This research amplifies the importance of adopting digital technologies, such as Artificial intelligence, Chatbot, Robotic Process Automation, Blockchain, and the Internet of Things into the insurance companies' processes, leading to lower operational expenses and more affordable products and services for customers.
