Voice of the Customer (VoC): Group Life Insurance Core Technology

Group life insurers are modernizing their technology stacks to shorten implementation timelines and deliver simpler, digital-first journeys for sponsors, brokers, and members, while balancing cost, operational risk, and compliance expectations. Legacy group administration platforms and fragmented data remain major constraints, often slowing change and increasing integration effort.

This is accelerating multi-platform ecosystem adoption spanning group policy administration, enrollment/eligibility, billing and premium collection, claims, new business and underwriting capabilities, distribution and engagement tools, workflow automation, and intelligent document management. Increasingly, insurers are connecting these capabilities through API-led integration and cloud-native architecture. Emerging investments also include Evidence of Insurability (EoI) workflows and third-party data integration to improve underwriting efficiency and decision-making.

As modernization efforts accelerate, group life carriers are raising expectations around delivery agility, configurability, integration depth, and measurable value from technology partners. To assess these priorities, Everest Group conducted a structured Voice of the Customer (VoC) survey of senior insurance decision-makers globally covering 34 unique technology providers across 6 categories. This report synthesizes enterprise priorities, buying drivers, engagement and commercial preferences, and satisfaction levels across key group life technology categories to help inform insurer platform strategies and provider roadmap priorities.