Digital Transformation in Back-Offices of German Insurance Companies

Christoph Schwarzbach, Theresa Eden, Oliver Werth (), Ute Lohse, Michael H. Breitner () and Johann Graf von der Schulenburg
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Christoph Schwarzbach: Europäische Fernhochschule Hamburg, University of Applied Sciences, Doberaner Weg 20, 22143 Hamburg, Germany†Leibniz University Hannover, Information Systems and Management Institute, Königsworther Platz 1, 30167 Hannover, Germany
Theresa Eden: ��Leibniz University Hannover, Institute for Risk and Insurance, Otto-Brenner-Str. 7, 30159 Hannover, Germany
Oliver Werth: �OFFIS - Institute for Information Technology, Escherweg 2, 26121 Oldenburg, Germany
Ute Lohse: ��Leibniz University Hannover, Institute for Risk and Insurance, Otto-Brenner-Str. 7, 30159 Hannover, Germany¶Leibniz University Hannover, House of Insurance, Otto-Brenner-Str. 7, 30159 Hannover, Germany
Michael H. Breitner: ��Leibniz University Hannover, Information Systems and Management Institute, Königsworther Platz 1, 30167 Hannover, Germany

International Journal of Innovation and Technology Management (IJITM), 2023, vol. 20, issue 08, 1-27

Abstract: Digital transformation affects the back offices of incumbent insurance companies. Digital innovations are implemented to be able to offer customers new products and services. We conduct multiple case studies with four German insurance companies. We analyze the impact of digital transformations on company-internal stakeholders with the Technology-Organization-Environment (TOE) framework. We derive 12 influencing factors and corresponding practical implications. Back-office systems are updated using standard software, if available. The goal is to stay flexible for future developments, too. State-of-the-art technologies are tested and only carefully implemented. Necessary reorganizations have significant impacts and are accomplished best with a trusting company culture, good internal communication, and well-trained employees. Efficiency gains from automating routine functions can and are intended to counter labor shortages. After the implementations, skilled employees must handle more specialized and demanding tasks, which cannot be automated easily. Impulses for digital transformation mainly result from continuously changing customer requirements and respective competitive pressure, while regulatory requirements often complicate implementations.

Keywords: Digital Transformation; insurance back-office; multiple case studies (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1142/S0219877023500505

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