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Travelers Engineering

To build innovative technology systems that transform insurance protection and enable customers to navigate uncertainty with confidence

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To build innovative technology systems that transform insurance protection and enable customers to navigate uncertainty with confidence

Strengths

  • INFRASTRUCTURE: Strong foundational technology systems with 99.8% uptime
  • TALENT: Deep expertise in insurance technology and risk modeling
  • DATA: Extensive proprietary data assets spanning decades of claims
  • SECURITY: Industry-leading cybersecurity protocols with no breaches
  • INTEGRATION: Seamless integration with agent/broker digital systems

Weaknesses

  • LEGACY: Aging core systems requiring significant modernization
  • AGILITY: Slow release cycles averaging 6-8 weeks for major updates
  • TALENT: Engineering skills gap in emerging technologies like ML/AI
  • ARCHITECTURE: Siloed data architecture limiting cross-product insights
  • MOBILE: Underperforming mobile experience with 3.2/5 app store rating

Opportunities

  • CLOUD: Full migration to cloud infrastructure to improve scalability
  • ANALYTICS: Advanced predictive analytics for personalized offerings
  • AUTOMATION: Claims process automation to reduce handling time by 40%
  • API: Open API ecosystem to integrate with insurtech innovations
  • PLATFORM: Build unified customer data platform for omnichannel view

Threats

  • COMPETITION: Insurtech startups disrupting traditional business model
  • TALENT: Increasing competition for top engineering talent in fintech
  • REGULATION: Growing data privacy regulations affecting architecture
  • SECURITY: Rising sophistication of cyber threats targeting insurers
  • SPEED: Accelerating market expectations for digital experience

Key Priorities

  • MODERNIZE: Accelerate legacy system modernization to cloud platforms
  • TALENT: Upskill engineering team in AI/ML and cloud technologies
  • DATA: Unify data architecture for personalized customer offerings
  • AUTOMATION: Implement end-to-end digital claim handling capabilities
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To build innovative technology systems that transform insurance protection and enable customers to navigate uncertainty with confidence

CLOUD TRANSFORM

Modernize our core insurance platforms for the future

  • MIGRATION: Complete migration of claims processing system to cloud with zero downtime by Q3 end
  • PERFORMANCE: Achieve 99.95% uptime and 30% improved response time for all cloud-migrated systems
  • COST: Reduce infrastructure TCO by 25% through cloud optimization and right-sizing efforts
  • ARCHITECTURE: Implement API gateway connecting legacy systems with 15 new microservices
DATA UNIFICATION

Create a single view of customer across all touchpoints

  • PLATFORM: Launch unified customer data platform integrating 8 core systems by Q3 milestone
  • QUALITY: Establish data quality framework with 95% accuracy across critical customer fields
  • GOVERNANCE: Implement data governance program covering 100% of PII data with audit trails
  • ANALYTICS: Deploy 5 new customer insight dashboards used by 80% of business stakeholders
AI ACCELERATION

Embed intelligence into our core insurance processes

  • TALENT: Hire 12 specialized AI engineers and upskill 40 existing engineers through ML program
  • PLATFORM: Launch centralized ML platform supporting model development to production pipeline
  • MODELS: Deploy 5 high-impact AI models (underwriting, claims, fraud) with measured ROI
  • GOVERNANCE: Establish AI governance framework with 100% model documentation and validation
DIGITAL CLAIMS

Transform the claims experience through automation

  • AUTOMATION: Launch end-to-end digital claims experience for auto, reducing FNOL to 5 minutes
  • ADOPTION: Achieve 50% digital claim submission rate across all eligible personal lines
  • EFFICIENCY: Reduce claims processing time by 40% through intelligent workflow automation
  • SATISFACTION: Increase claims NPS by 15 points for digitally processed claims vs. traditional
METRICS
  • DIGITAL ENGAGEMENT: 65% of customers using digital channels by Q4-2025
  • MODERNIZATION: 60% of core systems migrated to cloud architecture
  • EFFICIENCY: Reduce technology cost per policy by 12% year-over-year
VALUES
  • Customer-first innovation
  • Data-driven decision making
  • Technical excellence
  • Collaborative problem solving
  • Security and reliability
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Align the learnings

Travelers Engineering Retrospective

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To build innovative technology systems that transform insurance protection and enable customers to navigate uncertainty with confidence

What Went Well

  • DIGITAL: Customer digital engagement increased 12% YoY exceeding targets
  • COST: Technology operational expenses reduced by 8% through automation
  • SECURITY: Zero critical security incidents for 8th consecutive quarter
  • MOBILITY: Mobile app downloads up 22% following UX redesign launch phase
  • INTEGRATION: Successful API gateway implementation for partner ecosystem

Not So Well

  • SPEED: Development cycle time still 35% above industry benchmark metrics
  • LEGACY: Core system modernization program 2 quarters behind schedule now
  • TALENT: Engineering attrition rate increased to 15%, above target of 10%
  • INCIDENTS: 3 major production incidents impacting customer transactions
  • INNOVATION: Only launched 2 of 5 planned digital product innovations QoQ

Learnings

  • HYBRID: Hybrid cloud approach showing better ROI than full public cloud
  • AGILE: Team-level agile adoption successful; org-level coordination needed
  • ARCHITECTURE: Microservices migration complexity underestimated by 40%
  • DATA: Data quality issues causing 60% of ML model deployment failures
  • PROCESS: DevSecOps implementation reduces vulnerabilities by 35% YoY

Action Items

  • ARCHITECTURE: Accelerate API-first architecture with 5 core services by Q3
  • TALENT: Launch specialized ML/cloud engineering recruitment & training plan
  • QUALITY: Implement automated testing across 80% of critical systems by Q4
  • DEVOPS: Deploy CI/CD pipeline for all major application development teams
  • CLOUD: Complete migration of 3 core insurance platforms to cloud by EOY
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To build innovative technology systems that transform insurance protection and enable customers to navigate uncertainty with confidence

Strengths

  • DATA: Massive historical claims data ideal for AI model training
  • PILOTS: Successful AI underwriting pilots showing 15% accuracy lift
  • INTEGRATION: Early success integrating ML into risk assessment tools
  • FOUNDATION: Strong data science team with insurance domain expertise
  • ADOPTION: Executive leadership committed to AI transformation

Weaknesses

  • TALENT: Limited specialized AI engineering talent (only 8% of team)
  • GOVERNANCE: Immature AI governance and model validation processes
  • INFRASTRUCTURE: Insufficient computing resources for advanced models
  • SILOS: AI initiatives isolated in separate proof-of-concept projects
  • DEPLOYMENT: Lack of streamlined AI model deployment pipeline

Opportunities

  • CLAIMS: AI-powered claims automation potential to save $120M annually
  • RISK: Next-gen risk assessment using computer vision for properties
  • PRICING: Dynamic pricing models leveraging real-time data sources
  • SERVICE: AI-powered customer service with 24/7 personalized support
  • FRAUD: Advanced fraud detection systems to reduce losses by 18%

Threats

  • COMPETITION: Insurtech competitors with AI-native architectures
  • TALENT: Industry-wide shortage of insurance-specific AI engineers
  • BIAS: Regulatory concerns about algorithmic bias in underwriting
  • EXPLAINABILITY: Increasing requirements for model transparency
  • DEPENDENCY: Over-reliance on third-party AI tools and platforms

Key Priorities

  • PLATFORM: Develop centralized AI model development/deployment platform
  • TALENT: Establish AI Center of Excellence with specialized engineers
  • GOVERNANCE: Create robust AI governance and validation framework
  • AUTOMATION: Prioritize AI implementation in claims automation pipeline