Case 11: Insurance Company – Claims of Architecture, Architecting Claims
- Sunil Dutt Jha
- Jul 5
- 3 min read
Updated: 3 days ago
What was delivered: IT modernization of core systems and select processes. What was missing: a unified enterprise architecture connecting strategy, risk, products, and operations.
Industry Context & Claimed EA Success
A leading regional insurance company declared its Enterprise Architecture (EA) initiative a strategic win. The story:
Modernized core systems (policy, claims, customer portals)
Unified digital channels across agent, mobile, and online
Streamlined claims workflows using BPM tools
Improved agility in launching new products
Positioned EA as the backbone of enterprise-wide transformation
EA, according to leadership, was now the enabler of customer experience, operational efficiency, and digital competitiveness.
What Was Really Done
Undeniably, IT transformation occurred:
New core insurance platform
Automated claims through BPM
API layer for digital channels
Application architecture catalogs and some integration models
Faster product rollouts and reduced system redundancy
But…
❌ No single enterprise model covering all departments
❌ Underwriting, claims, actuarial, and compliance still operated in architectural isolation
❌ Business logic (e.g., risk scoring, underwriting rules) remained inside systems or expert heads
❌ Strategy, culture, and decision dynamics weren’t structurally mapped
This was a coordinated tech program — not a connected enterprise blueprint.
Each project had merit — but collectively, they did not add up to one anatomy. The company got better platforms, not better coordination.
Anatomy Insight – The ICMG View
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