Inside Insurance Digital Transformation: How AI, Cloud & Adoption Drive Real Change

In this episode of The Digital Adoption Show, host Rajesh Panina kicks off our Partner Podcast Mini-Series with a deep dive into the future of insurance with Ganesh Kumar, Principal Director of Insurance Solutions & Products at LTIMindtree.

With over 20 years in the industry, Ganesh has been at the forefront of helping global insurers modernize their core systems, navigate cloud transformation, embrace GenAI, and drive real-world results through better employee and customer adoption. This episode unpacks the pressures insurers are facing today—from regulatory demands and rising risks to evolving customer expectations—and explores how smart digital transformation is helping companies stay ahead.

Ganesh shares first-hand stories from the trenches, the real reasons core modernization projects succeed or fail, and why adoption is the most overlooked success metric in transformation programs.

Ganesh Kumar’s Journey Through Insurance Tech

• His early career working on 8 concurrent modernization projects at a regional carrier
• How tools like Duck Creek and Guidewire shaped his expertise
• Moving from delivery to solutioning, and now, ecosystem partnerships

Core Modernization & What’s Driving It in Insurance

• Customer expectations and the shift toward personalized, digital-native experiences
• The data-driven push behind transformation initiatives
• Reducing expense ratios and creating flexible systems for specialty markets
• The overlooked driver: employee experience

Top Challenges in Insurance Transformation

• Balancing configuration vs. customization to preserve upgrade paths
• The “heart transplant” problem—how core fits into IT landscapes
• The human factor: change management, stakeholder buy-in, and communication gaps

Cloud Adoption in Insurance: What’s Slowing It Down

• Why insurers have historically lagged behind other sectors
• Regulatory complexities and legacy mindset hurdles
• The shift to SaaS-based insurance platforms and rising cloud confidence

Solving the Talent Gap in a Changing Tech Landscape

• The dilemma: hire, upskill, or partner?
• Why upskilling internal teams creates long-term value
• How digital adoption platforms support both talent and transformation goals

Digital Adoption as a Transformation Game-Changer

• Why traditional LMS models are no longer enough
• How Whatfix helped reduce onboarding time by 50% during a catastrophe claims rollout
• Measuring the downstream impact of better in-app guidance—from IT to call centers

GenAI in Insurance: Real-World Use Cases

• AI for underwriting, claims triage, document summarization, and customer service
• Language translation, emotional tone detection, and personalization at scale
• Why GenAI needs user guidance and nudging to deliver ROI
• How platforms like Whatfix support responsible and productive AI adoption

Final Takeaways

• Adoption is the real unlock behind ROI
• Transformation isn’t just tech—it’s people, platforms, and behavior
• The future of insurance lies in agile, intelligent, user-first digital ecosystems

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