In the just concluded vision meet hosted by Insurance Councils in August 2024 in Mumbai, major focus area was to create a roadmap to achieve “Insurance for All by 2047” . Some assessments were-- necessity of diverse products for diverse population, efficient distribution channels, accessibility and affordability of products and integrating advance technology as an enabler.
A critical aspect for the above, is ensuring the Quality customer experience of Product and Service delivery throughout policy life cycle. From identifying right needs to claim pay-out processing, every step in value chain must be rigorously tested to deliver flawless experiences.
Current Challenges:
Traditional Quality Assurance (QA) methods, such as manual testing and scripted automation, are increasingly inadequate due to their inefficient nature and lack of flexibility. Top Challenges faced by Insurers are:
Developing and maintaining a diverse range of products
Regulatory changes leading to product re-launches
Evolving Market demand for improved Service Delivery
Ever Increasing and Complex System Landscape and integrations
Dissimilar platforms, mediums and applications
Lack of Agile, Adaptable Quality Assurance Solutions
Diverse set of skills and solutions needed for Quality Assurance Automation
Simple depiction of the critical focus points for ensuring delivery Quality looks like this for a Life Insurance Company:
No-Script Automation solutions can come to the rescue:
No-script automation solutions are emerging as transformative tools to streamline QA processes, accelerate product launches, and maintain high standards of accuracy—all of which are vital for realizing the "Insurance for All by 2047" goal.
Agility and Speed: No-script automation significantly reduces the time required to develop and execute, enabling rapid adaptation and timely launches.
Comprehensive Coverage: No-script solutions allow for extensive test coverage across product lifecycle, ensuring potential issues are identified and resolved early, enhancing trust and reliability.
Cost Efficiency: No-script solutions lower overall cost of QA, creating “Citizen Automators”, reducing cost and freeing up resources.
Enhanced Collaboration: No-script platforms foster better collaboration between multiple teams by providing a common, user-friendly platform. This leads to more integrated approach to QA and faster resolution of issues.
Unified Solutions: Same solution can handle multiple application types facilitating flat learning curve, help end-user to operate and execute automation.
Verification & Validations: No-Script Solutions can handle modern digital features like Captcha, OTP without any code or manual intervention. They can verify and validate values generated with Excel Calculators (A characteristic of insurance companies) or PDF documents.
Integrations: No-Script solutions are generally architected with easy to integrate APIs. They can integrate with Defect Management OR ALM systems like JIRA, BugZilla etc., They can also be easily invoked from CI/CD pipelines through API, making them ready fit for the modern development methodologies.
How No-Script Automation helps Insurers?
No-script solutions can address multiple challenges across Insurance value chain:
Customer Experience on Digital Platforms: Insurers must ensure that their digital platforms provide seamless experience. No-script automation allows for continuous testing of user interfaces and workflows, ensuring touch-points function correctly across different devices and browsers.
Underwriting and Policy Issuance: No-script solution can be configured to automatically test different underwriting and policy scenarios, ensuring that underwriting rules are correctly applied for all customer segments, premium and loading is correctly calculated, policy values over the policy life period are accurate and paid-out correctly etc.
Regulatory Compliance: No-script automation enables insurers to automate compliance checks, ensuring that all products meet local regulatory requirements. This minimizes the risk of non-compliance.
Claims Processing: Efficient claims processing is key to customer satisfaction and retention. No-script automation can simulate various claims scenarios, test payment calculations, and validate fraud detection algorithms, ensuring that claims are processed efficiently.
How they work?
No-Script Test Automation Solutions’ functionality depends on the use cases, architecture, design and application types they support.
Most No-script Test Automation solutions work on Web and API only and are LOW-CODE, not completely NO-CODE. As user records the Test Case through Actions, system generates the steps and the code for execution in the selected programming language.
However, some are completely NO-CODE. Breez, one of them follows unique extraction model, single solution across Application Types, covering entire Insurance Value Chain. User actions are simulated through configuration and data driven model making end to end testing easy-peasy.
A typical no-script automation process is depicted in the following diagram:
Artificial Intelligence (AI) and No-Script Test Automation
AI is propelling the InsureTech domain to higher speeds and No-Script Solutions are not far behind. These solutions enriched with AI, are helping Insurance industry in ensuring Quality and delivery Speed. A few areas where AI is enhancing No-Script solutions are:
Intelligent Test Case Identification and Generation
Continuous Learning and Adaptation
Enhanced Test Coverage and Accuracy
Easy Test Authoring and Execution
Case Study:
Transforming QA for a P&C Insurer with No-Script Automation
A leading P&C insurer in Israel faced significant challenges in both their staging and production environments. Lacking technical skills to implement scripted automation, the business team was burdened with time-consuming, low-value tasks. By adopting Breez, no-script automation solution, they transformed their testing process—enabling rapid execution, broader coverage of test cases, and a remarkable 75% reduction in time spent on testing. This newfound efficiency has not only streamlined their operations but also positioned them to extend Breez into production pilot testing in the near future.
How to? -- Actionable Steps for Implementing No-Script Automation:
To effectively implement no-script automation solutions insurers should consider the following steps:
1. Conduct a Comprehensive Needs Assessment:
Identify and focus on high-impact processes such as customer on-boarding, underwriting, policy issuance, claims processing, and regulatory compliance to ensure readiness for expanding coverage.
2. Choose the Right No-Script Automation Tool:
Select a no-script automation platform that aligns with your business requirements and integrates seamlessly with your existing systems. Look for features such as cross-platform compatibility (Legacy Compatibility in particular), ease of implementation and user-friendly interface.
3. Develop a Pilot Program:
Start with a pilot program to test the effectiveness of no-script automation. This allows for fine-tuning, User Training, addressing challenges and ensuring alignment with the efficiency and coverage goals.
4. Monitor and Optimize:
Continuously monitor the performance of automated tests and refine them as needed. Use analytics and reporting tools to track the impact of automation on key performance metrics and take corrective action.
Conclusion
Implementing no-script automation solutions is a strategic move for insurers aiming to achieve their vision. By adopting these solutions, insurers can streamline their QA processes, reduce costs, and improve time-to-market for new products and enhancements. No-script automation enables insurers to achieve comprehensive test coverage, ensure regulatory compliance, and deliver superior customer experiences. As the insurance landscape continues to evolve, embracing no-script automation will be essential for insurers to stay competitive, meet the dynamic needs of their customers, and contribute to the ambitious goal of making insurance accessible to all by 2047.
Author - Prasad Jwalapuram, Director, TesQuirel Solutions
Disclaimer: The opinions expressed within this article are the personal opinions of the author. The facts and opinions appearing in the article do not reflect the views of IIA and IIA does not assume any responsibility or liability for the same.