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Critique of Proposed Solution: Evaluating Effectiveness and Improving Solution

Student’s Name

Course

Institution

City & State

Date
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Table of Contents
Critique of Proposed Solution: Evaluating Effectiveness and Improving Solution................................3
Exploring Feasible Alternatives.........................................................................................................3
Introduction.......................................................................................................................................3
Critique of the Proposal.....................................................................................................................3
Processes...........................................................................................................................................3
The technology behind the Solution..................................................................................................4
Strengths of the Proposed Solution....................................................................................................4
Areas of Improvement.......................................................................................................................5
Key components of the proposal.......................................................................................................5
Other Alternatives Outsourcing Claim Handling...........................................................................5
Blockchain Technology.................................................................................................................6
A Brief Discussion.............................................................................................................................6
Future of Mobile and Wireless Technology in the Insurance Industry...................................................7
Introduction...........................................................................................................................................7
Future of Mobile and Wireless Technology in Insurance Companies................................................7
Brief Discussion................................................................................................................................9
Reflection on Group Work...................................................................................................................10
Group Dynamics..............................................................................................................................10
What Went Well?.............................................................................................................................10
What Did Not Go Well?...................................................................................................................11
Future Enhancements......................................................................................................................11
Brief Discussion..............................................................................................................................11
Conclusion...........................................................................................................................................12
References...........................................................................................................................................13
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Critique of Proposed Solution: Evaluating Effectiveness and

Improving Solution
:

Exploring Feasible Alternatives

Introduction

Allianz Lanka is a prominent Sri Lankan insurer and subsidiary of Allianz Group.

Established to offer comprehensive insurance solutions to individuals and businesses, it

provides life, health, and general policies. Continually pursuing improved efficiency and

customer service through innovative technologies, the latest mobile initiative reflects the

subsidiary's dedication to innovation aligned with the industry's digital transformation. With a

reputation for reliability, financial strength, and customer focus supported by its parent

company, Allianz Lanka is well positioned as a trusted provider pivotal to policyholder

security and peace of mind as the insurance sector evolves.

Critique of the Proposal

Processes

 Claims Initiation Process: Streamlining initiation through an intuitive customer app

allows policyholders to conveniently submit claims online, enter details, and securely

share documents to expedite processing.

 Virtual Assessment Process: Incorporating video conferencing, audio recording, and

file uploads necessitates workflow-optimized integration within mobile platforms for

efficient remote assessments.

 Data Security Process: Robust measures like data encryption, AWS IAM access

controls, and regular backups ensure confidentiality and integrity through diligent

processes for stored and transmitted information.

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 Geolocation Integration Process: Precisely locating claims involves collecting and

analyzing GPS coordinates through optimized processes that enhance accuracy.

The technology behind the Solution

 WebRTC and RTCWEB Technologies: Fundamental to enabling real-time video

communication between users, these proven technologies are applied based on

precedents in industries such as telemedicine to provide advanced services

(E. Alperay Tarim & Huseyin Ozan Tekin, 2019a).

 Mobile Operating Systems: Both iOS and Android platforms will be supported,

implying the utilization of respective native stacks for developing optimized

cross-platform applications.

 Amazon Aurora Database: The choice of AWS's Aurora reflects the adoption of

their infrastructure, including the database management stack, ensuring data

reliability, availability, and security at scale.

 Voice-to-Text Processing: Speech recognition technologies such as APIs or third-

party solutions are likely leveraged for voice transcription during assessment

documentation, enhancing efficiency.

Strengths of the Proposed Solution

 Customer-Centric Approach: Empowering policyholders through a dedicated mobile

app aligns with customer experience best practices, which are critical to customer

satisfaction and loyalty over the long term.

 Integration of Modern Technologies: Leveraging cutting-edge solutions like video

calls, audio capture, and transcription retains the company's competitive edge through

aligned, up-to-date technological capabilities.

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 Data Security: Make securing sensitive customer data through encryption, access

controls, and cloud database storage a clear priority, imperative in this heavily

regulated industry.

Areas of Improvement

 User Adoption: While technologically advanced, supplementing new app rollouts with

training programs can help staff and customers harness full capabilities effectively

(Baj-Rogowska, 2020).

 Scalability Planning: Future-proofing for growth by evaluating how the system may

perform under increasing claim volumes ensures sustained efficiency gains.

Key components of the proposal

 Customer Mobile Application: A significant component is introducing a dedicated

mobile app for customers.

 Call Center Application: As a result, information exchange and workflow throughout

the system become more efficient overall.

Other Alternatives
Outsourcing Claim Handling
Business process outsourcing involves contracting external vendors to handle some

operations, allowing companies to lower expenses through specialized support.

(Paschek et al., 2017). Outsourcing claim handling responsibilities could help Allianz Lanka

address current wait times and cost inefficiencies. High-quality outsourcing performance can

attract long-term benefits like customer loyalty, new business opportunities, and a strong

reputation (Business & Research, 2020). However, giving external partners deeper access to

sensitive customer information also brings the risk of security or privacy breaches outside
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direct company control. The outsourced assessors may need to align their priorities precisely

with Allianz Lanka's. While outsourcing could accelerate processes, the potential compliance

challenges require prudent evaluation and mitigation.

Blockchain Technology

According to Guo and Yu (2022), implementing a blockchain-based claims system could

deliver several benefits by establishing integrity and availability of the ledger among

stakeholders. By providing customers, assessors, suppliers, and Allianz Lanka access to an

immutable record of transactions and documents, blockchain could streamline verification

processes and expedite resolution by removing typical delays. According to the research by

Dutta et al. (2020), blockchain technology's network's transparency and security features help

strengthen protection against fraudulent claims. However, developing such a sophisticated

technical solution presents considerable challenges. Transitioning existing data and processes

would require extensive programming and testing expertise not currently present in-house.

Change management among partners may also take time and effort. The full realization of

blockchain's advantages would depend on widespread adaptation, or benefits may be limited.

A Brief Discussion
A comparison indicates that the digitization and streamlining proposal best positions

Allianz Lanka for technology-led change in insurance. Digitization streamlines the process

internally while enhancing the customer experience through a smoother, tech-based system.

This approach future-proofs operations and maintains service quality within Allianz Lanka's

direct control and oversight. Outsourcing promises short-term efficiencies but risks reduced

responsiveness to customers and less flexibility to optimize processes. Blockchain

undoubtedly has great long-term potential; however, implementing such advanced technology

appears premature, with substantial costs and difficulties transitioning. The digitization

proposal represents a prudent, lower-risk first step that keeps Allianz Lanka progressive while
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avoiding potential downsides of alternatives like loss of oversight, complex technical

challenges, or higher costs.

Future of Mobile and Wireless Technology in the Insurance Industry

Introduction
Innovation through digital technologies, platforms, and infrastructures provides

entrepreneurial opportunities across all industries and is reflected by new products, services,

and enhanced processes (Nambisan et al., 2019). The global insurance sector is poised for

significant change as mobile and wireless technologies increasingly impact the entire value

chain (Bohnert et al., 2018). Customers now demand seamless digital experiences on any

device, while cost pressures and competitive threats encourage technology adoption for

marketing, sales, and service innovation.

Future of Mobile and Wireless Technology in Insurance Companies

Virtual Reality Applications - Insurers are beginning to explore the use of virtual

reality beyond gaming. For example, VR holds the potential to streamline underwriting

processes. Using VR headsets and environmental scanning software, insurers could swiftly

recreate accident scenes in three dimensions with minute precision (Naujoks et al., 2017). By

interacting with immersive simulations, claims adjusters could thoroughly examine complex

liability cases from every angle to expedite resolution. When insurance needs arise, the

convenience of VR visits may even help some customers bypass physical evaluations

altogether. These emerging VR-based solutions present opportunities to enhance customer

service and optimize core insurance workflows.

Facial Recognition & Engagement - Insurance companies such as Allianz Lanka can

leverage advances in facial recognition technology to develop biometric authentication

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features for mobile apps and online customer portals. According to Shang (2019), such

solutions can simplify sign-on processes, enhancing convenience and boosting customer

satisfaction during sales and servicing interactions. Additionally, computer vision techniques

allow automatic image analysis in claims speeding-related workflows.

(Shang, 2019). By utilizing these emerging technologies, insurance companies such as

Allianz Lanka have an opportunity to reimagine the digital customer experience and drive

deeper policyholder engagement through more seamless and personalized interactions.

Data Analytics and AI - Use of Artificial Intelligence technology, customer

segmentation data, and predictive models utilizing Extreme Gradient Boosting, which can

help insurers calculate lapse rates, predict churn, and generate recommendations (Albrecher

et al., 2019). If properly analyzed, insurers like Allianz Lanka could glean valuable

intelligence from these digital footprints. Along with this, artificial intelligence can also be

used in insurance rate-making and underwriting. With these insights, Allianz Lanka may be

able to hyper-personalize offerings, streamline processes, set more accurate rates, detect fraud

proactively, and develop new revenue streams. Harnessing big data's potential through

cutting-edge technology promises significant competitive benefits.

Machine Learning - As insurers strive to strengthen the mobile customer experience,

machine learning shows promise for enriching digital offerings. According to

Naujoks et al. (2017), with machine learning, insurers' information systems can quickly adapt

to new data. For example, when machine learning analyses usage patterns within a

policyholder's app, it can better understand individual preferences and needs. As this

understanding evolves constantly based on new app interactions, insurers can refine

recommendations and notifications to deliver maximum value and convenience to each

customer through their preferred mobile channel. Additionally, machine learning may help

flag transactions or account activity within apps that deviate anomalously from established
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profiles. Such alerts generated by continual algorithmic monitoring promise earlier fraud

detection

IoT-Enabled Data Collection - As everyday appliances and vehicles become

increasingly interlinked through sensors and connectivity, a vast real-time flow of

information about appliance usage, driving behaviors, environmental conditions, and more

will be generated. Allianz Lanka can tap into this 'Internet of Things' data stream to gain ever-

more precise insights into customer risk profiles. According to Spender et al. (2019), the

integration of IoT enables greater customer interaction and insights by comprehensively

collecting behavioral data from connected devices, allowing insurers to develop on-demand

or service-enhanced insurance products tailored to individuals.

Brief Discussion
Allianz Lanka needs a strategic plan addressing these core digital transition priorities

to stay ahead in this rapidly evolving marketplace. Building customer-centric mobile

platforms and investing in harnessing Big Data's potential through AI will enhance

engagement and unlock insights for improved targeting, pricing, and claims integrity. Piloting

IoT-generated insights and associated customized product lines can also boost relevance and

competitiveness. Together, these initiatives centered around technological transformation will

position Allianz Lanka to continuously satisfy evolving client expectations of accessibility,

personalization, and trust through the sophisticated use of mobile, data, and connected device

capabilities, redefining the broader insurance sector.

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Reflection on Group Work

Group Dynamics

Teamwork enables better problem-solving (Middleton, 2023); the team effectively

combined perspectives and leveraged individual strengths to maximize workflow efficiency.

By linking skillsets to responsibilities, members were fully engaged in collaborative

planning. However, scheduling joint sessions presented difficulties due to members' other

commitments. Insufficient task distribution also caused an imbalance. Lessons emerged

around scheduling flexibility, utilizing collaborative tools for oversight, and delegating

specialized roles to promote shared responsibility and fluid problem-solving. Ongoing

evaluation of coordination barriers can yield insights to refine joint processes.

What Went Well?

 Open communication and skill-aligned delegation facilitated cooperation

across prototype development. Ideas flowed freely in brainstorming

discussions as members voiced analysis of competitors, and gathering user

input was methodical, grounding recommendations in market realities and

pain points.

 Centralizing findings, the team maintained a united focus on features

addressing priorities.

 Adhering to set agile rules like maintaining backlogs and tracking progress

visually further instilled organization and ensured accountability.

What Did Not Go Well?

 Completing outside duties complicated scheduling meetings, sometimes

resulting in rushed or impetuous decisions.

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 Not pre-designating who would handle certain elements like content left those

roles imbalanced.

 While interactive modes functioned productively, occasional delays in

acknowledging questions or differing instructions highlighted a need for

supplemental communication routes to clarify misunderstandings.

Future Enhancements
 Prospectively distribute work equity from the onset. Brief weekly check-ins to

check in on the status progress of air issues and align next steps to identify

roadblocks early enough for remedy.

 Establishing communication norms and documentation practices upfront

promotes comprehension and reduces inconsistencies.

 Learning how to plan tasks better, check in on progress, and have clear

discussions will help future teamwork go more smoothly.

Brief Discussion

Drawing experience from difficulties enables enhancing coordination. Iterative learning

cycles that reflect on difficulties and adaptations cultivate continually stronger teamwork.

With a sharper focus on clear delegation, consistent touchpoints, and well-defined

interactions, future collaborations can leverage lessons to streamline workflows from diverse

skill sets. Members develop proficiency in working seamlessly together to deliver high-

calibre results consistently.

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Conclusion
The proposed solution demonstrates a forward-thinking approach to resolving Allianz

Lanka's claim process woes. While outsourcing and blockchain carry risks of reduced

oversight and technical hurdles, digitization streamlines workflows and enhances the client

interface through mobile platforms. Harnessing data insights allows more precise targeting,

pricing, and claims integrity checks. When compared, digitization emerges as the best fit

given Allianz Lanka's current strengths. The insurer can leverage analytics to customize

offerings, expedite resolutions, and strengthen fraud monitoring by implementing

technology-driven enhancements centered on superior digital and automated services. This

balances operational efficiency gains with sustained excellent customer experience.

Therefore, the proposed solution offers a well-rounded strategy for Allianz Lanka to evolve

adeptly with industry mobile technology trends.

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References
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(2019). Insurance: models, digitalization, and data science. European Actuarial

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Baj-Rogowska, A. (2020). AutoCAD: an examination of factors influencing user adoption.

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Guo, H., & Yu, X. (2022). A Survey on Blockchain Technology and its Security.

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