Catching Up With: Aflac CIO Julia Davis
The supplemental insurance CIO sees her
company on the same path as many insurers in more traditional business lines.
Technology is shaking up traditional insurance lines like P&C and life, and the supplemental insurance provider Aflac
isn't immune, either.
In the year since Julia Davis joined the company as CIO, it's become clear that speed is a major selling point for customers and distributors.
"We've been on the same platform for more than 30 years, but there are things we have to face today that we didn't have to face 30 years ago," Davis
"We have to look at the whole process from the initial point of enrollment all the way through to policy service, claims, and billing, for the whole gamut of products, modernize, and in some cases replace."
This isn't a new challenge for Davis, who had been CIO of American Safety, a specialty P&C provider.
believes there are lessons applicable from a modernization effort she
completed in that position.
"The P&C industry took [legacy modernization] on a little earlier than other lines, and we can learn a lot from it," she
"In life and health, [Aflac CEO] Dan Amos has said he's
seen more go on in the past five years than the past 25 years before that from regulators and in the market."
Julia Davis, Aflac
and other insurers are being forced to break down silos between business units in order to deliver the customer experience needed for success, she
is a recent entrant into the group market -- it acquired and rebranded Continental Insurance Co.
in 2009 -- and the systems that back its group and individual products must speak to one another, so that a full view of a customer can be achieved.
"Obviously, our field force will sell individual and group products, but the policyholder wants the experience to be the same, so we have to build that kind of interface and capability between the two backend platforms to support that," Davis
That's why the business is fully on board with the replacement effort, Davis
From the top down, the company wants to be seen as a leader in customer interaction and service.
"The passion people have for the brand blows me away," she