It will come as no surprise to anyone that health-related insurance claims have increased over the last couple of years. In fact, a recent Digit Insurance study revealed that health insurance claims skyrocketed by 257 percent in 2021 over the previous year—an increase driven in large part by the millions of people impacted by COVID-19 infections and related long-haul afflictions over the same period.

To support the business during the peak of the pandemic, in many cases, insurance companies needed to enable customer service agents to work remotely from home. IT teams have been instrumental in making this practice operate effectively by implementing and configuring digital technologies such as interactive voice response systems, IP-based call signaling and transfer technologies, and unified communications as a service (UCaaS) applications.

Additionally, the insurance industry is no different from other enterprises in implementing cloud and data center transformations that have been executed by IT teams. Co-location adoptions have increased, bringing cost-effective services closer to branch offices, customer service agents, and claims adjusters. Software-defined networks (SDNs) have accelerated application introductions and innovations for insurers as they introduce competitive services. And software as a service (SaaS) solutions have also enabled the hybrid workforce over this period.

All these developments have created gaps in the visibility on which IT teams traditionally rely when troubleshooting issues impacting their user community. With the ever-expanding footprint of their enterprise networks now including employees at home, co-locations, SaaS/UCaaS applications, and newly implemented SDN data centers, it is becoming even more challenging to pinpoint where in this ecosystem problems are originating.

Learn about how one insurer added visibility to improve customer experience and employee productivity by using NETSCOUT Smart Edge Monitoring. 

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