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The Legacy Challenge in Life Insurance
For decades, life insurers have relied on legacy IT systems to manage critical operations such as policy administration, claims processing, underwriting, and customer servicing. These systems, while stable and deeply embedded in business workflows, are often outdated, inflexible, and incompatible with modern digital tools. The resulting limitations pose a major barrier to innovation, speed, and seamless customer experience.
In a digital-first world, life insurers are under increasing pressure to modernise without compromising the integrity and reliability of their existing platforms. Full system replacements are costly, risky, and time-consuming. Instead, insurers are turning to Artificial Intelligence (AI) to act as a powerful enabler—helping bridge the gap between legacy infrastructure and modern digital demands.
AI is not just facilitating coexistence between old and new. AI systems require data to learn. Often, the essence of risk management is buried deep in legacy systems in the form of business logic coded in languages that few understand or can support. Decades of data offer an enormous opportunity for Insurers to learn and go beyond current understanding of their business. AI is actively unlocking value trapped in legacy systems, accelerating integration, and enabling smarter operations without the need for complete transformation.
Insurers leading the way
Prudential Financial (USA)
Prudential uses AI-driven automation and data extraction tools to modernise legacy platforms while maintaining system integrity. Their hybrid cloud and AI integration strategy has streamlined claims and customer servicing operations.*
Manulife (Canada/Global)
Manulife integrates AI-powered APIs with its legacy infrastructure to power real-time underwriting and policy servicing. Their digital transformation leverages AI to drive efficiency and improve the customer journey without replacing foundational systems.**
AXA (Global)
AXA has adopted AI-enabled middleware and automation platforms to modernise legacy system interactions. Their investment in AI for data harmonisation and claims automation demonstrates how intelligent tools can coexist with long-standing infrastructure.***
Authors
Integrating Data for the AI Era
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