With policy administration system (PAS) transformations at or near the top of most insurance carriers' to-do lists, it is critical for companies to recognize the massive organizational effort required to successfully execute, roll-out, and realize the benefits of a PAS replacement. Because PAS is the lifeline of an insurance carrier's business, undergoing a PAS replacement affects nearly everyone in the organization, as well as agents and insureds. As a result, organizational change management is essential to prepare stakeholders for change and ensure the buy-in required to succeed with a transformation of this magnitude.
To say that PAS transformations are complicated would be a gross understatement - these types of efforts have been compared to swapping out the engines of a 747 in mid-flight. Accordingly, an incredible amount of thought goes into planning, designing, developing and testing the solution. Unfortunately, this approach often treats organizational change management as an afterthought and leaves carriers ill-prepared to reap the benefits of a solution they work so hard to develop. In some cases, this neglect of change management causes such strong backlash that the solution is shelved.
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