Our recent study of 200 business and technology executives at U.S. healthcare insurance companies reveals an industry that is still dabbling with automation rather than wholeheartedly embracing it. Our key findings:
Payers have pinned high hopes on automation but only about half have a defined automation strategy and moved their programs into production.
Operational efficiency is a major focus; other key targets are care delivery and benefits administration. Senior managers are more optimistic about automation’s curative power than others in the healthcare insurance industry.
Top barriers impeding automation include meaningful cost-benefit analysis and data security, as well as legal and compliance issues.