From Modernisation to Intelligent Operations - The Next Phase of Insurance Transformation

Modernisation Was the Foundation

Core platform transformation remains one of the most complex initiatives an insurer can undertake. Replacing multiple legacy systems across policy, billing and claims, alongside transitioning to cloud-based environments, requires coordination across business teams, technology platforms and delivery partners. When delivered well, these programmes create a more stable, scalable and resilient operating model, with improved data quality, faster product configuration and more consistent customer journeys.

Platforms like Guidewire have enabled insurers to standardise core operations while introducing digital capabilities that were previously difficult to achieve.

The value of modernisation sits in how it enables the business to operate, adapt and improve continuously.

Intelligent Operations as a Mindset

This shift towards intelligent operations reflects a change in mindset.

The focus moves from replacing or upgrading systems to improving how work is delivered and how the business operates on top of those systems.

Across underwriting, claims and operations, insurers are increasingly focused on reducing manual effort, improving decision-making, and enabling teams to work with greater speed and consistency.

This aligns with Guidewire’s roadmap, where intelligence is increasingly becoming embedded across both business workflows and developer tooling. It is a pathway where modern platforms and connected data enable intelligence that can be embedded in areas such as underwriting, claims, policy administration, analytics, and, increasingly, the software lifecycle needed to run those platforms continuously. While adoption is still evolving, the direction is clear.

In practice, this is most visible today in developer tooling, where AI is already supporting engineering teams to work more efficiently and consistently. AI is becoming part of how work gets done.The differentiator is how AI is applied: embedded in delivery and operations, governed by clear controls, and traceable across the lifecycle.

Where Complexity Still Sits

Even with modern platforms in place, many insurers continue to face challenges outside of core platform functionality. Configuration complexity, growing testing overhead, an expanding integration landscape and fragmented knowledge across teams continue to impact both transformation programmes and live environments.

These challenges increase cost, slow delivery, and create reliance on individual expertise. They are not resolved by platform modernisation alone.

To operate more intelligently, insurers need to address how work is delivered and supported across the full lifecycle.

Embedding Intelligence Across Delivery and Operations

Intelligence delivers value when it is embedded into delivery and operational models.

As systems evolve and releases become more frequent, teams face growing pressure across analysis, configuration, integration, testing and operational support. AI only adds value when it operates within that model, with the same controls, traceability and quality standards as the rest of the Software Development Life Cycle.

Alchemy focuses on embedding governed automation into how programmes are delivered and systems are run.

Alongside Guidewire’s own capabilities, we bring aXet, NTT DATA’s GenAI enablement platform, as a complementary capability that supports work across the lifecycle.

This includes:

• Planning and analysis, improving backlog quality and consistency
• Engineering and configuration, supporting development and change impact analysis
• Testing and release, improving regression efficiency and reducing rework
• Operational support, accelerating incident resolution and strengthening knowledge capture

aXet is designed to work across the broader technology estate, not just within a single platform. This allows teams to apply consistent approaches across mixed environments, while maintaining governance and control.

The objective is to improve how delivery and operations function in practice, reducing manual effort and increasing consistency.

Complementing the Guidewire Ecosystem

Guidewire continues to evolve its AI and automation capabilities as part of its “AI Everywhere, for Everyone” approach. These capabilities are designed to provide platform-native intelligence across underwriting, claims, digital engagement and developer tooling.

Our approach is to complement this. Guidewire provides intelligence within the platform. aXet extends this by supporting broader delivery, cross-platform consistency and operational efficiency. Together, this creates a more complete model in which intelligence supports both the platform and how teams deliver and operate around it.

From Activity to Outcomes

When intelligence is embedded in this way, the impact becomes clear.

Insurers see improvements in testing efficiency, developer productivity, release confidence and operational responsiveness. This translates into reduced cost, faster delivery cycles and more stable systems over time, while reducing reliance on individual expertise through more structured, repeatable ways of working.

This is where the shift becomes practical. It is reflected in how insurers prioritise operational performance alongside platform delivery, treat transformation as continuous improvement, and embed intelligence into delivery and operations with clear governance and traceability.

Looking Ahead

Modern platforms provide the foundation. Intelligent operations define how value is realised over time. For insurers investing in Guidewire and cloud transformation, the opportunity is to extend intelligence beyond the platform and into how delivery and operations are executed.

Alchemy bring deep insurance knowledge and specialist Guidewire expertise, combined with NTT DATA’s broader technology and AI strengths. This allows insurers to evolve their operating model in a structured and sustainable way.

This is how modernisation translates into long-term impact.