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    Quality is an essential requirement in the insurance industry


    Quality assurance in insurance is as important as innovation. The insurance industry has to make sure that its products are the best in the market. For that, they need a revolutionary structure for quality assurance. To succeed in the competitive environment, insurers need to achieve the highest quality standards with blazingly high speeds. It can only be achieved by employing an end-to-end ecosystem approach with intelligent and automated QA processes.

    The need for robust quality assurance (QA) is becoming more essential as many insurance enterprises progress, become more modernized, and secure their legacy environments in the digital era.

    For an insurer, selling a policy is essential for the business but engaging the customer and upselling new products is a foresight that will bring business value. This can only be achieved by the back-end support employed with easy-to-use applications that are not just simple but responsive too. This approach will help achieve quality at a faster rate to promote business growth through easier technological adoption and a better customer experience. This will also help the insurers to adopt the new technologies as per the requirements of their business objectives.

    Now, let’s look at some of the critical challenges of modern insurance, which QA can help overcome:

    Effective blend and adoption of digital technologies:
    The present-day risk scenario has also transformed with changing lifestyle choices, climatic changes, and overall technological inventions. It demands IT excellence and organizations reimagining their business models and customer strategies. A robust digital transformation strategy requires a complete makeover of the traditional QA processes and infrastructure. QA transformation has made it so much possible.
    Digitization of business is imperative to bring in more predictability and responsiveness for a seamless customer interface. Here, Data Analytics can be handy in ensuring a better customer experience.
    Optimizing the user experience and gaining customers’ trust are two key benefits of digital transformation in the insurance industry. Also, it needs to be supported by a set of high-quality engineering practices that help mitigate the quality and velocity challenges that may arise.

    Data privacy and protection:
    With the increased use of technology comes the increased need for data protection. Many businesses have started implementing and using data analytics and data-driven approaches to collect user information. It gives businesses great insights into client behavior. With these insights, new products or modifications to existing products can be developed with greater efficiency. There is no doubt that the security of customer data is critical, and businesses must ensure that their applications can cope with handling such a large amount of highly sensitive customer information.

    Insurance companies need to be agile and adapt to business, user, and technological changes to remain competitive. Since development and testing trends are evolving, QA testing programs also need to evolve and include core system testing practices. The testing of insurance applications requires testers who have a thorough understanding and core knowledge of the domain. Software Developers in Test (SDETs) will gain further popularity as the demand increases for Technical (e.g., programming), Agile, DevOps, and Automation skills.

    Nowadays, QA is focused on determining whether an application can perform its intended function, but soon QA resources will be viewed as more than just extensions for the end-user. One of the responsibilities of QA is to ensure a delightful end-user experience. QA must test that the application is easy to use, fast, produces rewarding results, supports the desired business outcome, and is just overall very good.

    Quality assurance is made more accessible and effective through automation within the insurance sector. Automation eliminates many manual steps in all insurance workflows and enhances the quality of those processes. Its reduced need for manual data entry leads to a reduced scope of human errors. It can accelerate every step of the process, from onboarding to billing to claims. As insurers, we must continuously innovate, implement best practices and update our business to pass on that value to our clients and end-users.

    A more connected world:
    When it comes to creating automation in the business, insurers are looking for the solution that comes with the integration capabilities. It provides the ability to control the interconnections, interfaces, relationships, and dependencies between enterprise, business, process, information, IT capabilities, and system and service offerings. Microservices architecture and the use of APIs and web services continue to be the approach of choice for these integrations. As we see more of these come to life, we need to develop the ability to automate these integrations.

    As the integrations move from one environment to another, it is important to test the APIs and web services with data that will pass through the integration, credentials, access, and database connections and the configuration options that will change (such as endpoints) over time.

    Core platform and domain expertise:
    Insurance companies consist of the core platform: policy, billing, claim, rating, and forms. Each area is crucial for the business and needs expert attention to ensure a smooth end-to-end transformation. A business needs the right skills that work across channels and policy life cycle to provide high quality. Insurers need to find expert IT resources with domain experience working across channels and value chains to ensure high-Quality Assurance from Core Systems (Policy, Claims, Billing, Rating, and Forms) to Downstream Reports, Data Migration, and Application Testing. It would be a value add in the overall scheme of things.

    Expectations that QA Resources is an extension of the end-user become the norm. QA is now more focused on creating a platform that adds value to the business. To get a better solution and benefits, insurers should choose the right set of IT experts who can support them to implement the QA for the business.



    Monika Charaya

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