Process Innovation:
Management rolled out new life new‑business/underwriting platforms within divisions (e.g., Liberty National) and expanded eApp/ePolicy with an online eService portal, streamlining core workflows and reducing paper. Tech investments are credited with improving agent productivity and driving a growing share of digital direct‑to‑consumer sales, showing continuous process upgrades.
Customer-Centered Innovation:
Policyholders have a mobile app for payments, account changes, and add‑on options alongside an online portal and paperless delivery, reflecting utility‑first digitization of customer journeys. A shift toward digital D2C reduces friction relative to legacy direct‑mail campaigns.
Emerging Technology Adoption:
The company is testing AI‑enabled tools (e.g., role‑play/coaching for objection handling) and has implemented automation in underwriting and modern enterprise platforms in parts of the business. The Evry Health acquisition adds a mobile‑first, software‑automated group health platform, broadening modern digital capabilities.