Smarter Tech, Faster Service: Learn about Insurance Distribution at the 2025 SH, DI & LTC Conference

A Q&A with Samantha Chow, Life and Annuity Sector Leader, Insurance, Capgemini Financial Services

The strategies carriers use to support their agents have become a key differentiator. Customers are looking for fast, seamless service and outdated systems and clunky workflows just don’t cut it anymore.

Agents need the right tools to deliver. We spoke to Samantha Chow , ahead of the 2025 Supplemental Health, DI & LTC Conference, to understand what’s in store for the insurance industry

1.      The insurance landscape is changing fast and, insurers need to focus on distribution. What should be their next move?  

The life insurance industry is going through a major shift. Today’s consumers expect intuitive digital experiences, faster service, and greater transparency. But agents, who are still the main point of contact for many consumers, are often stuck working with legacy systems and fragmented workflows.

Only five percent are delivering quantifiably outstanding customer experience (CX) and achieving “best-in-class” status.

That’s why providing agents with AI-powered tools and data-driven insights is no longer just a nice-to-have – it’s a must. When agents are able to quote and close new business faster and offer more personalized service, everybody wins. Consumers get better experiences and insurers unlock new growth opportunities.

Empowering agents is the key to modern distribution. Now more than ever, insurers must create ecosystems where agents aren’t just sellers, but trusted advisors backed by technology that enhances their productivity and deepens customer relationships.

 2. Many insurers admit that transforming distribution is a major challenge. Why is that, and what can they do to make the process smoother?

A big part of the problem is how distribution and customer experience are often managed separately. In reality, they are closely connected, and when they don't align, it creates friction for both agents and customers.

To make progress, insurers need to bring everything onto one track. This means using a unified, tech-enabled approach that connects agent workflows with customer engagement strategies. Tools like cloud platforms, AI, and automation can simplify quoting, onboarding, servicing, and claims.

The bigger hurdle is often the shift itself. Many insurers are still working with legacy systems and outdated processes. Buying new tools is not enough. Real transformation happens when there is a mindset shift across the organization.

It takes a culture that values agility, collaboration, and continuous learning.

When that comes together, insurers can respond faster, build stronger relationships, and create more room for growth.

 3. Lastly, what does a future-ready distribution model look like in your opinion?

A future-ready distribution model goes beyond simply adding digital tools to the sales process. It’s about stepping back and asking: how do we make this whole process smarter, faster, and more connected?

For me, it is really about bringing everything together.

Agents, service teams, customers - they all need to work off the same playbook. When systems talk to each other and data flows easily, things move quicker, and the experience improves for everyone.

Yes, tech like AI and cloud platforms help with quoting, sales, and service, but the real value shows up when they help us understand our customers better and respond in real time.

 A future-ready model is one that keeps learning. It flexes with changing customer needs, new expectations, and shifting markets.

It is less about building something big and shiny, and more about building something that actually works consistently, and at scale.