Digital Technology and Innovation
Cost: $3,000; published 2026
Voluntary carriers use technology to improve their efficiency, enhance their customers’ experience, and differentiate themselves in the marketplace by providing new and more robust online capabilities. Keeping up with rapid technological changes is an essential ongoing process for carriers to remain competitive. This “Digital Technology and Innovation” Spotlight™ Report examines current trends in carriers’ use of technology, with a focus on application programming interfaces and artificial intelligence.
Topics include:
- Digital/technology investments by business area
- Use of outside vendors or outsourcing
- Types of data sent or received by APIs
- Operational efficiencies from APIs and method of measurement
- Challenges, obstacles and future trends with APIs
- Use of artificial intelligence by business area including customer support, claims and enrollment
- AI impact on efficiency and/or accuracy and method of measurement
- AI best practices
- AI as a differentiator
- Challenges, obstacles and future use of AI
- Level of innovation
- Most impactful technology trends and areas with the most technology investments
- Key developments in data regulation
Carriers can use this information to compare their practices with competitors and determine the changes or additions they need to make to stay up-to-date on best practices and key trends.
View Table of Contents
1. Executive Summary
A. Report Objectives
B. Methodology
C. Key Findings
2. Detailed Carrier Findings
1. Details of Digital/Technology Investments by Business Area
2. Outside Vendor or Outsourcing by Type
3. Use of Application Programming Interface Exchanges
4. Percent of Technology Budget for API
5. Benefit Technology Partners with APIs
6. Number and Types of API Partners
7. Types of Data Sent or Received by APIs
8. Operational Efficiencies from APIs
9. Method of Measuring Impact
10. Challenges or Obstacles with APIs
11. Reasons for Not Currently Using APIs
12. Future Use of APIs
A. Artificial Intelligence
1. Use of Artificial Intelligence by Business Area
2. AI Use in Customer Support
3. AI Use in Claims
4. AI Use in Enrollment
5. AI Impact on Efficiency and/or Accuracy of Operational Processes
6. Method of Measuring AI Impact
7. AI Best Practices
8. Customer Data Privacy and Security
9. Monitoring AI Systems Performance and Outcomes
10. Compliance Framework/Certifications
11. Top Areas to Leverage AI
12. AI as Differentiator
13. Challenges or Obstacles with AI
14. Reason for Not Currently Using AI
15. Future use of AI
16. Overall Trends Regarding AI
17. Other Technologies to Improve Operational Processes
B. Innovation and Technology Trends
1. Level of Innovation
2. Technology Trends with Most Significant Impact
3. Areas Expected to See Most Technology Investments
4. Key Developments in Data Regulation