As insurers face the changing health market that includes state health insurance exchanges, they will need to re-examine their distribution and service partners in order to meet new regulatory and cost challenges. And, through discussions with group and voluntary insurers, Celent says their immediate IT concern is billing and enrollment, in that order, with customer/broker service portals and policy administration an important but longer-term concern. But, Celent says, first and foremost, insurers need to prepare aged, legacy platforms to support different business models across multiple market segments, alternative distribution models and emerging modern front- and back-office applications that are based on leading-edge technology.

The research and consulting firm’s report, “US Group and Voluntary Employee Benefits 2013,” contends that many companies are also concerned with master data management and business process management as they prepare to deploy longer-term, evolutionary IT strategies that will require data and process orchestration between old, new, internal and external systems.

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