Mihaela Jurje, Head of Global Service Delivery Center, Allianz Partners Romania: Technology, regulations and changing consumer expectations will continue to shape the insurance sector this year

Outsourcing Today, the business services industry’s community networking and news integrated platform, resumes the series of interviews dedicated to evolution, expectations and opportunities in business services and related industries.

We invite at the beginning of 2025 business leaders, managers of strategic departments of companies, key voices in their field to share with us their insights depicting the new beginning of this year in business, how it looks, how it is anticipated, what adjustments are included in 2025’s agenda and the perspective of growth.

Find the full series of interviews here

We spoke with Mihaela Jurje, Head of Global Competency Centre, Allianz Partners Romania about the business evolution, trends and expectations of growth.

Find below the depicted insights:

What are the key trends you believe will shape your industry in 2025?

The insurance sector, a very traditional one in fact, had started experiencing since few years now, disruptive innovative aspects that have already started to shape this industry’s new face. Trends driven by technology, regulation and changing consumer expectations will continue to be the main show changers in the insurance sector this year.

I am talking here about core changes from the underwriting point (increased use of AI powered risk assessment tools for personalized pricing) towards automated claims processing using machine learning and predictive analytics up to AI driven chatbots and virtual assistants for improved customer service. It is very easy to follow embedded insurance and ecosystem partnerships get more and more anchored in our day-to-day life. More and more companies are integrating insurance directly into their platforms (travel, e-commerce, online banking, fintech apps). This is now already adding up to the growth of “insurance as a service” model.

In the telematics auto insurance, there is an increased adoption of “pay-as-you-go” and behavior-based insurance. Cyber insurance in our modern world has become a must while cyber threats are increasing and the data regulations become stricter. In my opinion, the biggest changes will need to take place within the fraud defensive and detection set up in the next few years. If today insurance companies carry battles with human fraudsters and still, it is known that approx. 10% of yearly incomes are leaking through this fraud channel, imagine a world where this industry would need to fight robot fraudsters. And I think we are all aware that this future is just across the corner.

What major adjustments should a business consider this year, in the context of local market competition and worldwide challenges?

In any business the adjustments, the transformation, should come from inside. It is imperative to start the introspection of your own business set up and map it into the global reality changes. Don’t ever expect to be competitive and anchored to the new reality if from within you do not innovate the way your own organization is functioning, your products are envisioned, your systems are supporting your teams to deliver on the goals or the way the go-to- market is functioning. You need to always be a step ahead and predict how your company should keep up with the speedy industry evolution as well as with the economic, political or even more and more unpredictable climate changes.

What leadership aspects are you carrying into 2025?

Vulnerability. In my opinion this is the most profound strength that a leader could prove in an era that is increasingly transparent. Having the courage to be your authentic self in front of your teams, having the courage to constantly challenge your status quo and confront your own fears, this is how you open yourself to new experiences, learnings, and you set the path towards a resilient mindset. Creating emotionally authentic and trustworthy relationships with your team is key in a constant transformational environment. This is empowering you, as a leader, to relate to their concerns and to clearly understand and address their needs.

As a role model for your teams, what you promote, you get back: a climate of trust, where people get to work their whole selves, willing to constantly learn, evolve and take assumed risks. This is how you, as a leader, are creating a genuinely engaging and inclusive environment, which is critical in today’s business landscape.

People and Sustainability

What steps is your company taking to align with the sustainability goals in 2025?

While this has become a critical priority within companies strategies during last years, and sustainability might seem as a lait motif in every company’s strategy, we have all realized that businesses footprint on overall well being is not at all oversized. Strongly aligning with the global ESG trends to meet consumer and regulatory expectations, insurers are integrating ESG factors into their risk models, emphasizing growth of climate insurance products for businesses and individuals as well.

How do you engage people in your teams to ensure long-term sustainability in your operations?

Tone from the top is definitory. Defining and communicating a clear sustainability vision while educating and empowering your teams to bring their contribution and creating a positive and collaborative workplace culture, this is how you ensure that you have a strong and long-term applicability within your operations. At our company we also emphasize recognizing and rewarding sustainable practices, fostering a sense of ownership and motivating continued participation in sustainable actions.

Which are the main aspects to be considered in 2025 in terms of DEI and ESG?

Insurance companies are working towards ESG & Climate risk integration within their core strategies. Apart of expending parametric insurance for climate disasters, adjusting investment strategies to align with ESG principles and avoid fossil fuel exposure, main trend is now towards increasing the offer of green insurance incentives for eco friendly behaviors: EV auto policies, sustainable home insurance etc.

What are the priorities for nurturing talent and building a resilient workforce this year?

We are determined to continue investing in our employees and supporting their growth opportunities. Last year’s achievements placed us amongst the most desirable employers on the local market and have empowered us as well to attract outstanding candidates. I am very proud to mention below recognition as a testimony of our continuous care and investment in our employees:

1. “Best Leadership Development Program” of the year award
2. “Excellence in Learning & Development Award “
3. 2nd place as “Business Leader in Vibrant Work Environment” award
4. Second year in a row “Great Place to Work” certified with a result of 97% positive answers on the Great Place to Work statement.

This year we are looking into creating an attractive employee-focused community, engaging our leadership team into 121 Personal Development Plan discussions with every single employee in our company to support our talent and succession reviews and be able to come forward with a very specific training curricula personalized for every single level in our company (being it individual contributor or senior management level). Only when you get to know and understand your employees’ potential and specific aspirations you are able to support in their growth endeavors.

Looking Ahead

This year had started for me, personally, as a year of exciting change. After more than 7 incredible years in the Insurance sector, I have decided to embark on a new journey joining The Access Group (one of the largest UK headquartered business management software providers) as their Director of Customer Success Management for the Global Operational Center in Timisoara, starting mid-February.

Looking back, it was an amazing journey to lead the Allianz Partners Global Service Delivery Center in Romania. It was an honor and a privilege to work alongside my very talented and dedicated team towards building up the site from 150 to 500 employees and developing the Bucharest operational center into the best in class in terms of international claims management, serving customers from 26 European countries across all lines of business.

Looking forward, I am super excited about the new challenges ahead, and to quote Queen Elizabeth II: “Only when you have the courage to reach too far, you can find out how far you can go”.

Happy to go into a year of full transformation and change, on both personal and professional level