Digital Transformation in Insurance Industry

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All information provided in this survey will be kept strictly confidential and used for research purposes only. Your responses will be anonymized and aggregated with other participants' data. No individual or company-specific information will be disclosed without explicit permission.

Personal Profile

Name

Company Name

Age

Under 25 25-34 35-44 45-54 55-64 65 or above

Gender

Male Female

Position

Years of Experience

Less than 1 year 1-3 years 4-6 years 7-10 years 11-15 years 16-20 years More than 20 years

Section 1: Organizational Profile

1. Main Industry Sector

Select the primary industry classification

Insurance Broker Re-insurance Other (please specify)

2. Organization Size (Employees)

How many employees does your organization have?

Fewer than 50 50–249 250–999 1,000–4,999 5,000 or more

3. Strategic Priorities (Next 3–5 Years)

Which of the following best describe your top strategic focus areas? (Select up to three)

Operational efficiency and cost reduction Digital transformation and automation Customer experience and engagement New product or service innovation Market expansion and growth Sustainability and ESG initiatives

Section 2: Organization Digital Profile

1. Who is responsible for digital strategy within the organization?

CEO CIO CDO IT Director/Manager Other (please specify)

2. How are digital responsibilities organized?

Central digital team (IT Unit) Business-unit leads Distributed ownership

3. What enterprise systems does your organization currently use?

(Select all that apply)

ERP (Enterprise Resource Planning) CRM (Customer Relationship Management) SCM (Supply Chain Management) HRM (Human Resource Management) BI/Analytics Platforms Custom-built or legacy systems None of the above

4. To what extent do current information systems support key business processes?

Fully supports and enhances business operations Partially supports; some manual workarounds exist Provides basic support only Misaligned with current operational needs

5. How is data managed across departments?

Centralized repository with standardized governance policies Hybrid approach (some shared data, some siloed) Data managed independently by each department Unclear or informal data management practices

Section 3: Digital Planning & Strategy

1. Is the organization exploring or adopting emerging technologies (AI, IoT, RPA, etc.)?

Actively testing and deploying at scale Exploring pilot projects Considering in planning stage No current initiatives

2. How open is the organization to adopting new digital solutions?

Highly adaptive and innovation-oriented Moderately open but risk-conscious Conservative; prefers proven systems Resistant to change

3. What are the major barriers to information system enhancement?

(Select all that apply)

Budget constraints Legacy systems and technical debt Lack of digital skills or knowledge Resistance to change Unclear strategy or leadership support

Section 4: Digital Maturity Assessment

This section evaluates your organization's digital maturity across six key dimensions. Please select the level that best describes your current state.

Dimension 1: Strategy

This dimension evaluates the organization's strategic approach to digital transformation.

1.1 Digital Strategic Alignment

This factor assesses the alignment of your digital strategy with your overall business goals.

Level 1: Initial - Lacking a clear company-wide digital strategy. Level 2: Defined - The business has a defined digital strategy and policies. Level 3: Aligned - The digital strategy is linked to the main business strategy. Level 4: Integrated - The digital strategy is integrated with the main strategy and cascaded to all departments. Level 5: Mature - The company proactively analyzes opportunities to enhance operations with digital technology.

1.2 Digital Governance

This factor assesses the efficiency of planning, decision-making, support, and monitoring of digital initiatives.

Level 1: Initial - The IT department is primarily responsible for planning and monitoring. Level 2: Defined - The business has policies, resources, and budget to support digital initiatives. Level 3: Aligned - The business plans policies, resources, budget, and adapts regulations. Level 4: Integrated - The business plans holistically, analyzing support needs across departments. Level 5: Mature - The business proactively anticipates the impact of digital technology.

Dimension 2: Leadership and Cultural Change

This dimension evaluates leadership commitment and organizational culture for digital transformation.

2.1 User Engagement

This factor assesses the ability to listen, analyze needs, and manage user engagement in problem-solving and service improvement.

Level 1: Initial - Digital activities are mainly proposed by the IT department in an ad-hoc manner. Level 2: Defined - Ideas are proposed by internal departments based on user feedback. Level 3: Aligned - Ideas are presented based on the analysis of feedback and needs from stakeholders through various channels. Level 4: Integrated - Ideas are synthesized from feedback and in-depth customer insights, with a responsible unit for synthesizing digital initiatives. Level 5: Mature - The business has a proactive strategy for gathering feedback from stakeholders using internal and external data.

2.2 Serviceability

This factor assesses the ability to continuously learn and improve service systems based on digital technology.

Level 1: Initial - The business begins to recognize the importance of digital services and uses digital technology to enhance some services. Level 2: Defined - The business has limited digital service channels for stakeholders and integrates some service processes. Level 3: Aligned - The business has a digital service strategy tailored to different stakeholder needs. Level 4: Integrated - The business has a strategy to integrate physical and digital service processes seamlessly. Level 5: Mature - The business has a mechanism to analyze and select emerging digital technologies to proactively adapt service models.

Dimension 3: Customer Experience and Engagement

This dimension evaluates how the organization uses digital technologies to enhance customer experience.

3.1 Digital Leadership

This factor assesses the ability to support and promote the use of digital technology in operations and services.

Level 1: Initial - Management recognizes the importance of digital technology, but initiatives are primarily driven by the head of the department. Level 2: Defined - Management understands the importance and communicates through various channels. Level 3: Aligned - All levels of management understand and participate in driving digital projects. Level 4: Integrated - All levels of management participate in analyzing, guiding, and developing projects. Level 5: Mature - All levels of management understand the digital plan and participate in proactive digital change management.

3.2 Human Resource Development

This factor assesses the ability to plan skill development, knowledge, and workforce planning to support digital transformation.

Level 1: Initial - Digital skills and planning are primarily based on job functions. Level 2: Defined - The business plans personnel development, defining competencies and required knowledge. Level 3: Aligned - The business has a plan to develop skills and promote digital learning both online and offline. Level 4: Integrated - Personnel have access to continuous knowledge and skills development. Level 5: Mature - The business has a mechanism to prepare personnel to adapt to emerging technologies.

Dimension 4: Technology and Infrastructure

This dimension evaluates the readiness of technology infrastructure for digital transformation.

4.1 Collaborations

This factor assesses the ability to support and manage collaboration between departments.

Level 1: Initial - Digital operations are separate for each department. Level 2: Defined - Digital operations are separate, lacking a holistic view of collaboration. Level 3: Aligned - Collaboration occurs mainly within projects planned by management. Level 4: Integrated - Digital initiatives involve collaboration between departments, focusing on improving core processes. Level 5: Mature - Digital initiatives involve strategic planning with both internal and external units.

4.2 Agility

This factor assesses the ability to adapt operational activities to changing needs.

Level 1: Initial - Digital activities are driven by plans with progress tracked according to timelines (waterfall approach). Level 2: Defined - Progress is tracked based on milestones (waterfall approach). Level 3: Aligned - The project format allows for adjustments based on the analysis of milestones. Level 4: Integrated - Initiatives emphasize flexibility with participation between users and developers (agile approach). Level 5: Mature - Implementation and development are flexible, focusing on presenting ideas and conducting trials.

Dimension 5: Data and Analytics

This dimension evaluates the ability to collect, manage, and analyze data for decision-making.

5.1 Technology Infrastructure

This factor assesses the ability to plan and manage basic technology to ensure capacity and readiness.

Level 1: Initial - Maintenance is the responsibility of each department. Level 2: Defined - The business has procedures and regulations for departments to plan and manage infrastructure. Level 3: Aligned - Management follows university policies and SLAs, with the central digital unit responsible. Level 4: Integrated - Management is planned holistically, considering digital goals and departmental needs. Level 5: Mature - Management emphasizes a holistic view of changing usage needs and tracks technology development.

5.2 Adaptation to Emerging Technologies

This factor assesses the ability to manage the learning and development of technology.

Level 1: Initial - Personnel lack understanding of the value of new digital technologies. Level 2: Defined - Personnel present ideas for utilizing new technologies in some departments. Level 3: Aligned - The business has a team responsible for monitoring and presenting the value of new technologies. Level 4: Integrated - The business has channels for listening to presentations on the value of new technologies from stakeholders. Level 5: Mature - The business has a mechanism for predicting the development of digital technologies (Technology Roadmap).

Dimension 6: Operations and Processes

This dimension evaluates the level of digitalization and automation of business processes.

6.1 Data Management and Analytics

This factor assesses the ability to manage data in an integrated manner for planning and digital development.

Level 1: Initial - Data management is not yet systematic. Level 2: Defined - Data management, analysis, synthesis, and reporting are standardized. Level 3: Aligned - Data management and analysis primarily come from a central database. Level 4: Integrated - Data is integrated in a central location, with access and analysis permissions granted to relevant departments. Level 5: Mature - The business has a mechanism for using both external and internal data for strategic planning.

6.2 Data Privacy and Security

This factor assesses the ability to manage personal data, protect data security, and mitigate the impact on the continuous operation.

Level 1: Initial - The business lacks clear policies, standards, and procedures. Level 2: Defined - The business is aware of cyber threats and laws, with clear policies, but there are inconsistencies. Level 3: Aligned - The business has a clear data privacy and data security strategy, with core standard processes. Level 4: Integrated - The business has an integrated digital risk plan, business continuity plan, aligned with policies and standards. Level 5: Mature - The business has a mechanism for proactive digital risk management, integrated with the business continuity plan.

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