Why operational resilience is critical to protecting insurance companies and brokers

4th July 2023

In an era where the business landscape is evolving day by day, the importance of operational resilience in insurance companies has never been more pronounced.

The insurance industry, with its intricate interconnected risks and dependencies, is increasingly recognising the need to be not just robust, but resilient. It’s about being able to adapt, recover, and thrive amidst unforeseen challenges and disruptions.

What is operational resilience?

Operational resilience, in its simplest form, is the ability of an organisation to continue to deliver its critical operations throughout any form of disruption. This means having the agility to adapt and respond to unexpected events, ensuring that the business can continue to function and serve its customers effectively by delivering desired outcomes. This concept is not just relevant, but vital in today’s unpredictable business environment.

Operational resilience in the insurance sector

The insurance sector, with its complex operations, vast networks, and critical societal role, is particularly susceptible to disruptions. As such, the ability to maintain, adapt, and swiftly recover operational capabilities during unforeseen events is paramount.

Insurance firms function within a complex ecosystem where a single disruption can trigger a domino effect. It doesn’t just impact the company, but also its customers, stakeholders, and the wider financial system. The interconnectedness of the industry, combined with regulatory obligations and high customer expectations, heightens the need for operational resilience.

Furthermore, the insurance sector is a pillar of the global economy, providing a safety net for individuals, businesses, and governments alike. Any disruption in its operations can have far-reaching implications. Operational resilience, therefore, is not just about safeguarding the insurance firm—it’s about shielding the financial stability and security of society as a whole.

Key threats to operational resilience in the insurance sector

The threats to insurance firms are as diverse as they are ever-changing. Here are some of the most common:

  • Cyber Threats: As insurance firms increasingly digitise their operations, they become attractive targets for cybercriminals. A successful cyber-attack can disrupt operations, compromise sensitive data, and erode customer trust.


  • Regulatory Changes: The insurance sector is heavily regulated, and changes in regulations can necessitate major operational adjustments. Companies must be agile enough to adapt to these changes without disrupting their services.


  • Natural Disasters and Extreme Weather Events: These can cause a surge in claims, putting immense pressure on the company’s operations. The ability to manage such surges effectively is a key aspect of operational resilience.


  • Market Volatility: Fluctuations in the financial markets can impact the investment portfolios of insurance companies, affecting their financial stability and operational capacity.


  • Global Health Crises: The ongoing COVID-19 pandemic has underscored the threat posed by global health crises. Such events can lead to a sudden increase in claims, operational disruptions, and shifts in customer behaviour, all of which test the operational resilience of insurance firms.

The path forward: Embracing operational resilience

We encourage insurance firms to take a critical look at their current operational resilience strategies. At Davies, we are here to help you navigate this complex landscape, providing expert guidance and support to ensure your organisation is resilient, robust, and ready for the future.

Remember, operational resilience is not just about surviving the storm, but learning to dance in the rain. It’s about turning challenges into opportunities and disruptions into innovations. It’s about safeguarding the future of your company, your customers, and the society at large. Get in touch with our team today to find out how you can bolster your operational resilience.

Relevant Content

To learn more about why ignoring significant financial risks, such as: regulatory fines, revenue damage, and increased costs could threaten an organisation’s long-term survival, download our white paper.


Neil Strickland
Business Development Director – Insurance

David Ilett
Consulting Director

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