Every insurer has a secret sauce — that blend of underwriting expertise, distribution strategy, and customer care that should be protected. Yet, when it’s time to modernize systems, maintaining what sets you apart can be difficult – if your new technology vendor requires your practices to fit their platform.
At Cogitate, we see it differently. Technology should amplify what makes you unique, not replace it. That’s the mindset our Customer Success Team brings to every implementation.
Whether modernizing your insurance policy administration software, implementing insurance billing software, or transforming your claims management software, the goal remains the same: amplify what makes your organization unique.
Samir Salem, EVP and Rekha Kaushal, VP of Customer Success help carriers, MGAs, and program administrators modernize on the DigitalEdge Insurance Platform with various objectives – transitioning from legacy core systems, launching new startups, and often transitioning mid-implementation from another vendor. In each scenario, the Customer Success Team keeps top of mind, “strong vendor relationships begin with understanding, long before technology enters the picture.”
“Insurance is the most complicated domain there is. To succeed, you have to pay attention to the details,” says Samir.
That precision mindset shapes how our teams work, not just during implementation, but also across every customer relationship after launch. Rekha adds another dimension, “Once you have empathy towards your customer, everything falls in place.”
When empathy and precision come together, you get alignment that goes deeper than project plans. It’s what turns a vendor relationship into a partnership, with shared goals and mutual success.
Empathy. True understanding comes from seeing the world through the customer’s lens. That includes how their agents work, what their policyholders expect, the needs of their internal teams, and then how our digital insurance platform can elevate the experience.
Adaptability. The insurance landscape shifts quickly. Rekha reminds us that “technology keeps changing every six months.” A technology partner has to be ahead of the trends, learn, flex, and evolve, and bring those new ideas to the customer.
Attention to Detail. Every rule, rate, form, and workflow matters because in insurance, details define trust.
Shared Ownership. Rekha calls it pride in one’s contribution. “Our team is so very committed to our customers. Our developers know their work helps a customer succeed. They are guided by a desire to exceed expectations.”
When customers share their results, the shared ownership is amplified. Rekha recalls one insurer who shared their internal reports post-implementation: “They showed us their 2023 and 2025 numbers — submission intake grew by 293%, premiums from $90 to $295 million. They said it’s the system we built together that made it possible.”
That growth came from genuine partnership and Cogitate’s technology to amplify the strength of the customer’s secret sauce. We’ve seen similar outcomes across our customer portfolio, launching new programs like Colorado FAIR Plan and Falcon Risk Services, rapid deployments of Embark and ARU, and most recently, the extensive legacy replacement of Southern General Insurance Company.
Each success reflects the same pattern: collaboration first, technology second.
That approach has earned Cogitate a 9.8 NPS score, 100% implementation success, and 100% client retention – proof that partnership doesn’t stop at delivery.
“We become an extension of their department,” Samir explains. “Underwriting, claims, product, we work as if we’re part of their company.”
Vendors deliver software. Partners deliver success. At Cogitate, we continue to innovate and bring new concepts to our customers to fuel their growth and deliver greater efficiency. Our customers were our early adopters of our AI Agents and they’ve influenced new AI Agent development – because we listen.
What should insurers look for in an insurance technology partner?
Insurers should prioritize partners with deep domain expertise, strong customer success capabilities, modern platform architecture, and a demonstrated commitment to long-term collaboration.
How does modernizing policy, billing, and claims systems improve insurer performance?
Modern policy administration, billing, and claims management software reduces manual work, accelerates decision-making, improves accuracy, and creates a better experience for agents and policyholders.
What makes Cogitate’s Customer Success approach different from traditional vendors?
Our team understands insurance and real-world workflows, which enables Cogitate to offer consultative and collaborative support throughout the implementation process. The relationship continues to grow after launch, as we continue to innovate to ensure our customers remain on the most advanced platform.
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