“What good is a PAS (policy administraiton system) having amazing feature set if it never gets properly implemented?” That’s the question I’d urge buyers to answer before beginning any RFX process with vendors. Too often, we become obsessed with what a platform can do rather than focusing on whether it will end up doing it effectively.
The primary reason for this disconnect is that we focus too much on technology itself and not enough on the team behind it. A platform’s capabilities are only as good as the discovery, implementation and ongoing service that support it—and each of these are people-led activities.
When you purchase a new PAS, you’re essentially hiring multiple new staff members into your business. Yet, we often fail to do the same due diligence on them as we would for internal recruits, despite their significant impact on the business. Whether positive or negative, their influence could be just as consequential.
Beyond Features and Technology—The Human Factor
For a true partnership, consider not just how well the PAS fits your business needs today, but also how the team behind it will support you tomorrow. A team that is proactive in communicating, transparent about challenges and realistic about timelines is far more valuable than a flashy product with no substance behind it. Their values, work ethic and willingness to listen can be a litmus test for how successful your insurance software adoption will be. Moreover, ask around to understand how the team is perceived in the market. Ask whether they’re easy to work with, whether they do what they say and how responsive they are.
A good sign of this is to assess how well they listen to your needs during the sales process. Are they truly trying to get to the bottom of your business? Are they able to recite back to you the key challenges you face and equally, do they communicate that back to you in language you understand? Don’t hesitate to have multiple conversations to test their ability to understand and recite your needs clearly.”
It’s also important to identify their track record for ongoing support and how adaptable they are to your growth. Look for a team that adds value to your business, not just through features but through the strength of the partnership they offer.
Evaluating the Team Behind the Insurance Software
Choosing a partner is like dating – it’s not just about shared interests like food or TV shows, but about aligning on core values and goals. Trust is the foundation of any successful relationship, so find partners whose culture, values, and business goals complement yours.
Look for “trust-building indicators” in your conversations: How do they handle tough questions? Bring up challenges early to gauge their problem-solving skills and authenticity under pressure.
Are they truthful and upfront about key challenges? Do their answers feel authentic and detailed, and do they take time to communicate them to you in easy-to-understand ways? The importance of clear and proactive communication cannot be overstated in this process, from both sides. Lack of clarity inevitably leads to delays, increased costs and misunderstandings, so being on the same page is vital. Buyers should assess how transparent the vendor is being about timelines, processes and pitfalls within the process.
Additionally, how well do they communicate their expertise and what proof points are there of this. Customer reviews only go so far, so make time to speak to existing users and unbiased (and non-retained!) industry connections who have experience of the vendor. Case studies, online reviews, industry awards and word-of-mouth from peers are all valid proof points too, but don’t take any as gospel, particularly in isolation. It’s all part of a bigger picture that you should be forming in your head of the people and team behind the product.
Questions to Ask When Assessing an Insurance Software Partner’s Team
Hopefully by the time you’re headed to market, you already know what you need from the PAS, but have you considered these 25 key questions? Print these questions or keep them handy during your vendor evaluation!
- What are your core company values, and how do they influence the way you work with clients?
- How do you ensure that your internal team is aligned with the needs and values of your clients?
- What kind of working relationship do you strive to build with your clients?
- Can you share details about the team that will be working directly with us, including their experience in the insurance industry?
- How do you ensure that your team remains knowledgeable about the latest trends and regulations in the insurance sector?
- What specific steps do you take to develop and train your team members to maintain high standards of service?
- How do you handle communication during challenging times, such as delays, issues, or changes in scope?
- What tools and processes do you use to ensure clear and timely communication with your clients?
- How often can we expect to hear from you once the implementation is complete, and what kind of updates will you provide?
- What does your support model look like, and how quickly can we expect issues to be resolved?
- Can you share an example of how you’ve gone above and beyond for a client during or after implementation?
- How do you gather and act on feedback from your clients to improve your product and services?
- What is your approach to understanding our business needs before and during implementation?
- How do you ensure a smooth transition and onboarding process for your clients’ teams?
- How do you balance customisation with scalability to ensure our unique needs are met without compromising product integrity?
- How do you ensure that your insurance software remains flexible and adaptable as our business needs change over time?
- What is your process for helping clients innovate and stay ahead of industry trends?
- How do you envision your partnership with us evolving over the next 5-10 years?
- What is your long-term vision for your company, and how do you plan to achieve it?
- What investments are you making in your technology to ensure that it remains cutting-edge and reliable?
- How do you see the insurance industry evolving, and how does your product roadmap reflect that?
- Can you share a time when a project did not go as planned, and how your team responded to turn things around?
- What are the most common challenges you face during implementation, and how do you overcome them?
- What lessons has your team learned from past mistakes, and how have those experiences shaped your current processes?
- How do you measure client success and ensure that your clients are achieving their desired outcomes with your insurance software?
My personal favourite question is asking the vendor to very clearly walk you through their implementation and migration methodology, the steps involved and the critical pitfalls to avoid along the way.
Why a Strong Team-Software Synergy Leads to Success
Reduced operational risk, improved efficiency, and ongoing innovation—these are the hallmarks of a strong team-software synergy.
A strong insurance software team reduces operational risk. With trust and transparency, they can anticipate and address issues quickly, providing robust communication to prevent problems before they arise.
This partnership boosts your team’s confidence and frees them to focus on value-added activities, not software struggles. The result? Better efficiency, morale, and progress. A committed team fosters continuous improvement and innovation, ensuring the software evolves with your business needs.
Making a Smart, Holistic Decision
No single factor determines the success of a transformational IT project, especially in insurance software. Focusing on the people as much as the features boosts confidence that your vendor can support your journey. Identifying the right people is as crucial as the technology itself. When evaluating your next policy administration system, are you considering the team behind it? The right choice could turn a simple software purchase into a transformative partnership.
That’s not to say simply “buy from the people you like”, but certainly consider the ability to work with the team behind the insurance software to achieve your mutual goals. Remember, you are essentially adding an entirely new department to your team – one that will significantly influence their business’s operations and growth.
When you buy insurance software, you’re not just investing in technology—you’re investing in people. Choose your partners wisely, invest in software and trust in people.
