Orchestration vs Automation in Insurance: Simply Explained
Amir Prodensky
CEO
Nov 17, 2025
12 min read
Practical guidance to choose the right approach for complex insurance workflows.
A while back, I worked with an insurance team that proudly said they’d “automated everything”: bots handled claim alerts, scripts updated policies, and every email had a template.
But when a complex claim crossed multiple departments, everything stalled. The tasks were automated, but nothing truly worked together.
That’s the challenge facing the insurance industry today. Efficiency alone isn’t enough. The real advantage comes from connecting every part of the business so work flows intelligently from one step to the next.
Automation handles repetitive tasks like data entry or policy updates. It speeds things up, but only within individual steps. Orchestration connects those steps across systems, teams, and channels, creating a smooth flow where the right actions happen automatically and nothing slips through the cracks.
Many insurers blur the line between the two, ending up with disconnected tools and manual workarounds that slow transformation instead of driving it.
This guide breaks down the difference, shows when to use each, and shares real examples from Strada’s AI phone agents and Strada Workflows, turning customer requests into instant business actions.
But first, let’s start with the basics: what automation really means for insurance, and why it’s the foundation for everything that follows.
What is process automation?
Process automation in insurance means using technology to handle simple, repetitive tasks without needing people to do them.
Instead of manually typing in customer details, moving claim information from one system to another, or sending reminder emails one by one, automation tools do these jobs quickly and accurately.
Automation works best in areas like:
Policy management → issuing documents, updating customer or coverage information, and renewing policies automatically.
Claims processing → handling the full journey from first notice of loss to final payment, reducing manual reviews.
Underwriting checks → validating eligibility, gathering external data, and confirming compliance before approval.
Billing and payments → sending invoices, processing premium collections, and following up on overdue accounts.
Customer onboarding → automating data entry, ID verification, and initial communication with new clients.
Regulatory reporting → generating compliance reports and submitting data to regulators on time.
Fraud detection → flagging suspicious claims or applications using AI and data analytics.
Customer communications → sending automated updates, reminders, and renewal notices through email, SMS, or chat.
By cutting out manual work, automation reduces mistakes, speeds things up, and lets staff focus on more important decisions.
Different types of tools make automation possible
Robotic Process Automation (RPA) platforms such as UiPath, Automation Anywhere, and Blue Prism imitate human actions to handle tasks on older software systems.
Workflow and rules engines like IBM BPM and Pega guide the steps that decisions follow.
Intelligent Document Processing (IDP) tools such as ABBYY FlexiCapture, Kofax, and Ephesoft quickly read and verify forms.
For example, a claim form can be scanned and read by ABBYY FlexiCapture to pull out the data, then a UiPath bot enters that data into the claims system, no typing needed.
Going further and deeper, Strada’s conversational AI phone agents handle voice tasks like taking quotes, servicing policies, and reporting new claims, all without anyone needing to touch a screen.
Here’s a quick look atthe process that can be automated and the solutions to do it:
Task | Tool type | Example platforms | Benefit |
Data entry & Extraction | IDP + RPA | ABBYY + UiPath | Faster onboarding, fewer errors |
Policy updates | Rules engine | IBM BPM, Pega | Consistent compliance |
Claims intake (FNOL) | Conversational AI | Strada phone agents | 24/7 availability |
Document generation | RPA workflow | Automation anywhere | Instant policy issuance |
Still, while automation handles individual tasks well, insurers often need a system to coordinate whole customer journeys. That’s where orchestration comes in.
What is orchestration, and how does it differ?
Orchestration in insurance means organizing many tasks (both automated and manual) into one smooth process that works from start to finish.
Unlike basic automation, which focuses on doing single tasks by itself, orchestration links systems, people, data, and decisions so everything happens together in the right order.
So, basically:..
Automation asks, “How do I automate this one task?”
Orchestration asks, “How do I make the whole process work smoothly and smartly?”
The key points about orchestration:
Works across departments → connects teams like underwriting, claims, billing, and customer service into one flow.
Central control → uses business rules, AI scores, or human approvals to decide what happens next.
Links multiple systems → connects old software, APIs, CRM tools, and AI to work in real time.
Combines humans and AI → lets people step in for reviews or approvals when needed.
Tools often used include platforms like Camunda and NewgenONE for workflow management, OpCon for automating workloads, and newer AI frameworks like AutoGPT and LangChain that help make smart decisions inside these flows.
Let’s picture this in action. It’s easier to see how automation and orchestration actually work together when you map them out. This simple diagram makes the automation vs orchestration difference easy to spot: automation performs, orchestration coordinates.
For example, when someone requests a new policy, orchestration manages everything (from collecting info, AI risk scoring, underwriting checks, approvals, to sending final documents) without gaps.
Strada Workflows takes this further by turning what customers say on calls into instant, multi-step actions across systems, speeding up how businesses respond.
And, in insurance, processes rarely happen in isolation. You need systems that talk to each other, and that’s why orchestration matters.
Why does insurance need orchestration beyond automation?
Insurance involves many people and systems (brokers, underwriters, claims adjusters, and more) – all working together. A single insurance policy goes through multiple steps, checked and updated in different systems like Legacy PAS, CRM, billing, and underwriting tools.
Automation speeds up simple tasks like data entry or document checking. But it can’t coordinate the whole process when many teams and steps are involved.
That’s why orchestration matters more than automation alone. Automation struggles when:
There are exceptions or missing information needing special decisions.
Several tasks must happen at the same time (like fraud checks and background validation).
Rules change quickly and tasks need rerouting.
Humans need to review or approve automated work.
Without orchestration, companies end up with fast but disconnected automations, like separate gears spinning but not working together. This causes errors, repeated work, and unhappy customers when information doesn’t flow smoothly.
Orchestration acts like a conductor, managing and connecting all the steps. It uses smart logic to decide where to send tasks based on risk, customer needs, or compliance. It also keeps a clear record of every action, whether done by people or machines.
Let’s make this clearer. Here’s a simple side-by-side look at how automation and orchestration play out in real insurance workflows.
Scenario | Automation does this | Orchestration adds this | Why it matters |
Policy updates | Auto-fills and sends documents | Connects CRM, billing, and compliance for complete updates | Prevents missed steps |
Claims intake | Reads and uploads claim forms | Routes cases, assigns adjusters, and triggers payments | Shortens claim cycles |
Underwriting | Checks rules and risk scores | Syncs results with pricing, compliance, and policy systems | Ensures consistency |
Renewals | Sends reminders | Adjusts pricing, updates policy data, triggers agent follow-up | Keeps retention high |
Customer service | Answers FAQs via chatbot | Escalates complex cases and updates records instantly | Improves satisfaction |
According to McKinsey, insurance companies using orchestration instead of just automation can cut costs by up to 50% by reducing mistakes, handling tasks in parallel, and making decisions faster.
Strada stands out by orchestrating directly from customer conversations. Its AI phone agents understand requests like “I want to update my beneficiary” or “I need proof of insurance” and then trigger multiple systems instantly, turning spoken words into real actions.
Automation makes insurance faster.
Orchestration makes it smooth, scalable, and smart.
That’s the real difference behind orchestration vs automation in insurance = speed versus seamlessness.
Next, we’ll see how AI and orchestration together transform insurance workflows.
What does intelligent orchestration look like in practice?
To understand the difference between automation vs orchestration, it helps to see how insurance teams use AI to create smooth, connected workflows.
Automation handles single tasks, but intelligent orchestration links these tasks together across systems, teams, and decisions, adjusting automatically based on customer behavior, data, or rules.
To tie it all together, here’s a simple view of how intelligent orchestration actually works behind the scenes.
And let’s talk details.
Broker use cases
In a brokerage, intelligent orchestration might start with AI tools like ABBYY or Kofax that quickly read key info from documents.
Instead of stopping there, orchestration moves the information along, sorting submissions with AI, requesting quotes from multiple insurers, and using insurance chatbots to standardize responses for easy comparison.
Each step flows into the next automatically, no manual work needed.
MGA scenarios
For MGAs, orchestration guides complex underwriting steps. AI reads risk details and checks if the case meets rules. Simple cases get approved automatically, while tricky ones go to human underwriters.
Every decision (approve, reject, escalate) is logged automatically, reducing errors and keeping compliance tight.
Carrier-level orchestration
At the insurance carrier level, orchestration is even more important. Tasks like verifying identity, checking regulations, spotting duplicate policies, and scoring fraud risk don’t happen one by one.
They run together as part of one coordinated flow:
Customer data is verified automatically before any policy action begins.
Compliance checks run in parallel across multiple systems.
Fraud and duplicate detection tools share insights in real time.
Underwriting, claims, and billing systems stay synced through APIs.
Exceptions are flagged instantly for human review, keeping operations fast and accurate.
Orchestration connects these tasks into one smart process that adjusts based on real-time results.
But most platforms only automate back-office tasks. Strada goes further by adding AI phone agents that not only talk to customers but also trigger next steps, like following up on abandoned quotes, sending payment reminders, or alerting about renewals.
Unlike regular chatbots, Strada uses conversation insights to drive actions across key systems, acting as a smart engine hidden inside a voice assistant.
With this clear picture, the next step is learning how insurers can start using orchestration without overwhelming their teams or systems.
How can insurance companies start integrating orchestration and automation?
Insurance companies are now embedding AI into their main systems, like CRM, underwriting tools, policy management platforms (like Guidewire or Duck Creek), and compliance software.
For example, when a customer calls or submits a claim, AI can automatically trigger the next steps without waiting for manual input.
To set this up, insurers use orchestration platforms such as Camunda, NewgenONE, IBM BPM, or Pega. These tools help model processes, automate decisions, and manage tasks so workflows can adjust smoothly to changes.
All you need to do is start by mapping out entire insurance journeys, like from quote to policy binding, claim filing to settlement, or renewal to retention. This helps identify where automation speeds things up and where orchestration keeps all parts working together, including people, systems, and compliance checks.
A practical way to begin is with high-volume tasks like policy issuance and claims processing:
Automation can handle routine sub-tasks like document checks, sending notifications, and updating data.
Orchestration ensures everything happens in the right sequence, maintaining accuracy and meeting regulations.
As you grow, it’s important to train your team, create Centers of Excellence (COEs), set clear governance rules, and use dashboards to track workflow progress, spot issues, and measure key performance indicators (KPIs).
And, you might consider Strada. It offers a unique advantage by linking AI-powered phone agents directly to workflows. When customers interact by phone, the system can instantly start complex processes like renewals or claim intake, connecting smoothly with CRM and policy systems.
This closes the gap between live conversations and automation at the frontline.
Also, here’s a cheatsheet for you of how to implement orchestration:
Focus area | Role | Example tools | Strada differentiator |
Core system integration | Connect AI agents to CRM, PAS, underwriting | Salesforce, Guidewire, Duck creek | AI-driven phone agents trigger workflows directly |
Workflow orchestration | Coordinate tasks across systems & people | Camunda, NewgenONE, IBM BPM, Pega | Rules-based, event-driven orchestration linked to live conversations |
Journey mapping | Identify automation & Orchestration opportunities | Miro, Lucidchart | Maps phone interactions to full process flows |
High-impact processes | Rapid ROI on frequent tasks | Policy issuance, claims | Zero-hold, AI-initiated execution with immediate downstream automation |
When done right, combining orchestration with automation delivers far more than just saving time. It transforms how your business runs.
What business benefits can orchestration and automation bring?
Automation speeds up repetitive tasks, but orchestration goes further by coordinating multiple tasks, systems, and people smoothly. This makes automation vs orchestration insurance not just a comparison of tools but a shift in how insurers think about efficiency.
Let’s look at how orchestration and automation actually pay off. Here’s what insurers often see after they connect everything end-to-end.
Area | Before | After Orchestration + Automation | Result |
Claims handling | Manual, paper-heavy | AI + workflow orchestration | 60% faster processing |
Policy servicing | Siloed teams | Unified, automated flow | Fewer errors, smoother CX |
Compliance | Reactive checks | Built-in rules and alerts | Zero missed audits |
Customer response | Hours or days | Real-time, AI-driven replies | 24/7 availability |
Cost per policy | High due to manual work | Reduced by 25–30% | Stronger margins |
By using automation and orchestration together, insurers improve speed, efficiency, customer happiness, and compliance much more than just automation alone. That’s the heart of automation vs orchestration insurance: individual speed versus full-process harmony.
Getting these benefits means choosing the right technology, so next, we’ll look at the top platforms making orchestration and automation work in insurance today.
What tools and platforms lead in insurance orchestration and automation?
We’ve already talked about a lot of ways automation and orchestration show up in insurance, from Strada’s AI phone agents to connected workflows. But when it comes to putting these ideas into practice, the right tools make all the difference.
Choosing the right platforms helps insurers move faster, reduce errors, and create smoother customer experiences. Here are a few that are especially worth considering:
Strada (using conversational AI to drive orchestration)
Strada links AI-powered voice agents directly into workflows. Their system handles calls, quotes, first notices of loss, policy updates, and renewals. It automatically triggers actions across multiple systems, like CRM and policy management in real time.
This results in no hold times, faster responses, and smoother operations. Strada uniquely combines human conversations with backend automation to boost revenue and maintain compliance.
Here’s how to start with Strada:
Book a demo to see how AI voice agents and workflows fit your operations.
Pick one use case (like renewals or FNOL) to launch first.
Connect your systems (CRM, AMS, or policy tools) by using Strada’s built-in integrations.
Set up triggers so calls automatically update records or send follow-ups.
Test and refine using live calls, then expand to new workflows once results appear.
Start small, automate fast, and scale confidently.
Camunda (open-source orchestration for insurance)
Camunda is a popular open-source platform used to organize complex workflows. It lets insurers design processes that combine automated steps with manual tasks.
Camunda’s AI features support real-time decisions in underwriting, claims, and policy servicing. It works well with different systems, making it a strong choice for companies with older software platforms.
Mystique AI (smart orchestration for policy servicing)
Mystique AI is built specifically for insurance tasks like underwriting and managing policies. It uses AI to understand context and trigger actions automatically. This helps insurers cut errors, speed up processing, and stay compliant.
Mystique AI shows how orchestration fills the gaps that basic automation can’t handle.
SMA Technologies’ OpCon (workflow and IT automation)
AutomationEdge focuses on robotic process automation (RPA) and IT task automation. It helps with tasks like claims checks, data entry, and updating policies, making back-office work faster and smoother.
OpCon is a great real-world example of IT automation vs orchestration. It doesn’t just automate IT tasks but manages them across systems and teams for full coordination. It easily connects with older platforms, allowing automation without disrupting current operations.
OpCon is reliable and scales well, perfect for high-volume tasks like issuing policies and handling claims.
NewgenONE (all-in-one AI automation platform)
NewgenONE combines automation, intelligent document handling, case management, and orchestration in one platform. It helps insurers manage complex, changing workflows while making sure everything meets compliance rules.
By bringing all these tools together, NewgenONE cuts manual work and speeds up service.
Using these tools together lets insurers build workflows that mix AI, automation, and orchestration seamlessly. Connecting systems keeps operations steady, while smart orchestration helps make better decisions, improve customer service, and follow the rules.
That mix also answers the question of IT automation vs orchestration. It’s not either/or but how they work hand in hand.
Insurers who blend automation with orchestration see faster turnaround, lower costs, and happier customers. But it’s critical to keep security and compliance in mind at every step.
How do security and compliance intersect with orchestration and automation in insurance?
As you can see, in insurance today (and probably tomorrow), automation and orchestration must do more than save time. They have to keep customer data safe and follow the rules. These systems deal with sensitive information like personal details, policies, and payments.
Without strong security, insurers risk data breaches and legal trouble.
Let’s visualize how strong security and compliance fit naturally into an orchestrated workflow.
Key protections include encryption (to keep data unreadable to outsiders), role-based access (so only the right people see certain info), and tools that spot unusual activity quickly.
Following regulations like GDPR, HIPAA, SOX, Solvency II, and IFRS17 is also essential. These rules require clear records and reports to show that the company is following the law.
By building compliance checks into automated workflows, insurance tasks (like verifying customer identity or checking for fraud) can happen automatically and fast, without slowing down service.
Platforms like compliance.ai, TrustArc, and OneTrust help by tracking rules, alerting teams to changes, and generating reports, all integrated within the orchestration system.
Best practices for keeping things secure and compliant include:
Encrypting data and controlling who can access it at every step.
Adding compliance checks into automation from start to finish.
Monitoring workflows for anything unusual.
Quickly updating processes when regulations change.
Using strong security standards like SOC 2 Type 2 and avoiding using customer data for AI training.
Strada puts these ideas into action with secure AI phone agents and workflows that protect sensitive conversations. They have dedicated security teams, regular testing, and strict rules for handling data.
This way, insurers get the speed and accuracy of automation and orchestration without risking security or breaking the rules.
Still, even with good tools, insurers must watch out for common challenges that can slow down their automation efforts.
What are the common challenges and pitfalls when implementing orchestration vs automation, and how to overcome them?
Implementing orchestration and automation in insurance can boost efficiency and accuracy, but there are common challenges to watch for. These include teams working in silos, missing or unclear process details, old legacy systems, and resistance to change.
Focusing only on automation may improve certain tasks, but can leave the bigger process uncoordinated. To succeed, insurers should:
Encourage cross-team collaboration using agile methods.
Map out processes clearly to find gaps and inefficiencies.
Roll out changes in phases, allowing small wins and less disruption.
Provide training and create Centers of Excellence so staff understand both automation tools and orchestration.
Choose platforms with open APIs (like REST and SOAP) and standards support (BPMN, DMN) to ease integration.
Ongoing monitoring and feedback help refine workflows continuously instead of one-time fixes.
Here are the other challenges you might face when combining orchestration and automation:
Challenge | Impact | Recommended solution | Strada advantage |
Siloed teams | Fragmented workflows | Cross-functional agile teams | Unified AI-driven orchestration connects departments |
Legacy systems | Integration delays, errors | Phased rollout, open APIs | Low-code connectors simplify system integration |
Incomplete documentation | Process gaps, inefficiencies | Comprehensive process mapping | Strada’s workflow templates standardize operations |
Change resistance | Adoption delays | Training, COEs, continuous feedback | Conversational AI provides intuitive, human-like interfaces |
Focus on automation only | Partial improvements | Orchestrated end-to-end workflow design | AI agents trigger multi-system actions for seamless orchestration |
By tackling these challenges head-on, insurers can maximize the benefits of both orchestration and automation to create smoother, smarter, and more customer-focused operations.
So, you’ve seen how orchestration vs automation defines the new standard for efficiency, collaboration, and customer satisfaction. The next move is yours: start small, stay consistent, and keep evolving.
What could better orchestration do for you?
For insurance companies today, knowing the difference between automation and orchestration is key to working smarter.
Automation handles simple, repetitive tasks, while orchestration connects these tasks into smooth workflows that keep everything running efficiently and correctly.
By moving beyond separate automation tools to a unified orchestration system, insurers, brokers, and MGAs can work together more effectively. AI agents play a big role here by turning customer conversations into clear, actionable steps. Strada is a great example, linking what customers say directly to backend processes for faster, smarter service.
The best way to understand orchestration is to see it in action. Strada makes it easy to connect automation, people, and systems in one flow, helping insurers move faster, stay compliant, and keep customers happy.
You can book a Strada demo to see how conversational AI and workflows transform everyday insurance operations into seamless, connected experiences.
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Orchestration vs Automation in Insurance: Simply Explained
Amir Prodensky
CEO
Nov 17, 2025
12 min read
Practical guidance to choose the right approach for complex insurance workflows.
A while back, I worked with an insurance team that proudly said they’d “automated everything”: bots handled claim alerts, scripts updated policies, and every email had a template.
But when a complex claim crossed multiple departments, everything stalled. The tasks were automated, but nothing truly worked together.
That’s the challenge facing the insurance industry today. Efficiency alone isn’t enough. The real advantage comes from connecting every part of the business so work flows intelligently from one step to the next.
Automation handles repetitive tasks like data entry or policy updates. It speeds things up, but only within individual steps. Orchestration connects those steps across systems, teams, and channels, creating a smooth flow where the right actions happen automatically and nothing slips through the cracks.
Many insurers blur the line between the two, ending up with disconnected tools and manual workarounds that slow transformation instead of driving it.
This guide breaks down the difference, shows when to use each, and shares real examples from Strada’s AI phone agents and Strada Workflows, turning customer requests into instant business actions.
But first, let’s start with the basics: what automation really means for insurance, and why it’s the foundation for everything that follows.
What is process automation?
Process automation in insurance means using technology to handle simple, repetitive tasks without needing people to do them.
Instead of manually typing in customer details, moving claim information from one system to another, or sending reminder emails one by one, automation tools do these jobs quickly and accurately.
Automation works best in areas like:
Policy management → issuing documents, updating customer or coverage information, and renewing policies automatically.
Claims processing → handling the full journey from first notice of loss to final payment, reducing manual reviews.
Underwriting checks → validating eligibility, gathering external data, and confirming compliance before approval.
Billing and payments → sending invoices, processing premium collections, and following up on overdue accounts.
Customer onboarding → automating data entry, ID verification, and initial communication with new clients.
Regulatory reporting → generating compliance reports and submitting data to regulators on time.
Fraud detection → flagging suspicious claims or applications using AI and data analytics.
Customer communications → sending automated updates, reminders, and renewal notices through email, SMS, or chat.
By cutting out manual work, automation reduces mistakes, speeds things up, and lets staff focus on more important decisions.
Different types of tools make automation possible
Robotic Process Automation (RPA) platforms such as UiPath, Automation Anywhere, and Blue Prism imitate human actions to handle tasks on older software systems.
Workflow and rules engines like IBM BPM and Pega guide the steps that decisions follow.
Intelligent Document Processing (IDP) tools such as ABBYY FlexiCapture, Kofax, and Ephesoft quickly read and verify forms.
For example, a claim form can be scanned and read by ABBYY FlexiCapture to pull out the data, then a UiPath bot enters that data into the claims system, no typing needed.
Going further and deeper, Strada’s conversational AI phone agents handle voice tasks like taking quotes, servicing policies, and reporting new claims, all without anyone needing to touch a screen.
Here’s a quick look atthe process that can be automated and the solutions to do it:
Task | Tool type | Example platforms | Benefit |
Data entry & Extraction | IDP + RPA | ABBYY + UiPath | Faster onboarding, fewer errors |
Policy updates | Rules engine | IBM BPM, Pega | Consistent compliance |
Claims intake (FNOL) | Conversational AI | Strada phone agents | 24/7 availability |
Document generation | RPA workflow | Automation anywhere | Instant policy issuance |
Still, while automation handles individual tasks well, insurers often need a system to coordinate whole customer journeys. That’s where orchestration comes in.
What is orchestration, and how does it differ?
Orchestration in insurance means organizing many tasks (both automated and manual) into one smooth process that works from start to finish.
Unlike basic automation, which focuses on doing single tasks by itself, orchestration links systems, people, data, and decisions so everything happens together in the right order.
So, basically:..
Automation asks, “How do I automate this one task?”
Orchestration asks, “How do I make the whole process work smoothly and smartly?”
The key points about orchestration:
Works across departments → connects teams like underwriting, claims, billing, and customer service into one flow.
Central control → uses business rules, AI scores, or human approvals to decide what happens next.
Links multiple systems → connects old software, APIs, CRM tools, and AI to work in real time.
Combines humans and AI → lets people step in for reviews or approvals when needed.
Tools often used include platforms like Camunda and NewgenONE for workflow management, OpCon for automating workloads, and newer AI frameworks like AutoGPT and LangChain that help make smart decisions inside these flows.
Let’s picture this in action. It’s easier to see how automation and orchestration actually work together when you map them out. This simple diagram makes the automation vs orchestration difference easy to spot: automation performs, orchestration coordinates.
For example, when someone requests a new policy, orchestration manages everything (from collecting info, AI risk scoring, underwriting checks, approvals, to sending final documents) without gaps.
Strada Workflows takes this further by turning what customers say on calls into instant, multi-step actions across systems, speeding up how businesses respond.
And, in insurance, processes rarely happen in isolation. You need systems that talk to each other, and that’s why orchestration matters.
Why does insurance need orchestration beyond automation?
Insurance involves many people and systems (brokers, underwriters, claims adjusters, and more) – all working together. A single insurance policy goes through multiple steps, checked and updated in different systems like Legacy PAS, CRM, billing, and underwriting tools.
Automation speeds up simple tasks like data entry or document checking. But it can’t coordinate the whole process when many teams and steps are involved.
That’s why orchestration matters more than automation alone. Automation struggles when:
There are exceptions or missing information needing special decisions.
Several tasks must happen at the same time (like fraud checks and background validation).
Rules change quickly and tasks need rerouting.
Humans need to review or approve automated work.
Without orchestration, companies end up with fast but disconnected automations, like separate gears spinning but not working together. This causes errors, repeated work, and unhappy customers when information doesn’t flow smoothly.
Orchestration acts like a conductor, managing and connecting all the steps. It uses smart logic to decide where to send tasks based on risk, customer needs, or compliance. It also keeps a clear record of every action, whether done by people or machines.
Let’s make this clearer. Here’s a simple side-by-side look at how automation and orchestration play out in real insurance workflows.
Scenario | Automation does this | Orchestration adds this | Why it matters |
Policy updates | Auto-fills and sends documents | Connects CRM, billing, and compliance for complete updates | Prevents missed steps |
Claims intake | Reads and uploads claim forms | Routes cases, assigns adjusters, and triggers payments | Shortens claim cycles |
Underwriting | Checks rules and risk scores | Syncs results with pricing, compliance, and policy systems | Ensures consistency |
Renewals | Sends reminders | Adjusts pricing, updates policy data, triggers agent follow-up | Keeps retention high |
Customer service | Answers FAQs via chatbot | Escalates complex cases and updates records instantly | Improves satisfaction |
According to McKinsey, insurance companies using orchestration instead of just automation can cut costs by up to 50% by reducing mistakes, handling tasks in parallel, and making decisions faster.
Strada stands out by orchestrating directly from customer conversations. Its AI phone agents understand requests like “I want to update my beneficiary” or “I need proof of insurance” and then trigger multiple systems instantly, turning spoken words into real actions.
Automation makes insurance faster.
Orchestration makes it smooth, scalable, and smart.
That’s the real difference behind orchestration vs automation in insurance = speed versus seamlessness.
Next, we’ll see how AI and orchestration together transform insurance workflows.
What does intelligent orchestration look like in practice?
To understand the difference between automation vs orchestration, it helps to see how insurance teams use AI to create smooth, connected workflows.
Automation handles single tasks, but intelligent orchestration links these tasks together across systems, teams, and decisions, adjusting automatically based on customer behavior, data, or rules.
To tie it all together, here’s a simple view of how intelligent orchestration actually works behind the scenes.
And let’s talk details.
Broker use cases
In a brokerage, intelligent orchestration might start with AI tools like ABBYY or Kofax that quickly read key info from documents.
Instead of stopping there, orchestration moves the information along, sorting submissions with AI, requesting quotes from multiple insurers, and using insurance chatbots to standardize responses for easy comparison.
Each step flows into the next automatically, no manual work needed.
MGA scenarios
For MGAs, orchestration guides complex underwriting steps. AI reads risk details and checks if the case meets rules. Simple cases get approved automatically, while tricky ones go to human underwriters.
Every decision (approve, reject, escalate) is logged automatically, reducing errors and keeping compliance tight.
Carrier-level orchestration
At the insurance carrier level, orchestration is even more important. Tasks like verifying identity, checking regulations, spotting duplicate policies, and scoring fraud risk don’t happen one by one.
They run together as part of one coordinated flow:
Customer data is verified automatically before any policy action begins.
Compliance checks run in parallel across multiple systems.
Fraud and duplicate detection tools share insights in real time.
Underwriting, claims, and billing systems stay synced through APIs.
Exceptions are flagged instantly for human review, keeping operations fast and accurate.
Orchestration connects these tasks into one smart process that adjusts based on real-time results.
But most platforms only automate back-office tasks. Strada goes further by adding AI phone agents that not only talk to customers but also trigger next steps, like following up on abandoned quotes, sending payment reminders, or alerting about renewals.
Unlike regular chatbots, Strada uses conversation insights to drive actions across key systems, acting as a smart engine hidden inside a voice assistant.
With this clear picture, the next step is learning how insurers can start using orchestration without overwhelming their teams or systems.
How can insurance companies start integrating orchestration and automation?
Insurance companies are now embedding AI into their main systems, like CRM, underwriting tools, policy management platforms (like Guidewire or Duck Creek), and compliance software.
For example, when a customer calls or submits a claim, AI can automatically trigger the next steps without waiting for manual input.
To set this up, insurers use orchestration platforms such as Camunda, NewgenONE, IBM BPM, or Pega. These tools help model processes, automate decisions, and manage tasks so workflows can adjust smoothly to changes.
All you need to do is start by mapping out entire insurance journeys, like from quote to policy binding, claim filing to settlement, or renewal to retention. This helps identify where automation speeds things up and where orchestration keeps all parts working together, including people, systems, and compliance checks.
A practical way to begin is with high-volume tasks like policy issuance and claims processing:
Automation can handle routine sub-tasks like document checks, sending notifications, and updating data.
Orchestration ensures everything happens in the right sequence, maintaining accuracy and meeting regulations.
As you grow, it’s important to train your team, create Centers of Excellence (COEs), set clear governance rules, and use dashboards to track workflow progress, spot issues, and measure key performance indicators (KPIs).
And, you might consider Strada. It offers a unique advantage by linking AI-powered phone agents directly to workflows. When customers interact by phone, the system can instantly start complex processes like renewals or claim intake, connecting smoothly with CRM and policy systems.
This closes the gap between live conversations and automation at the frontline.
Also, here’s a cheatsheet for you of how to implement orchestration:
Focus area | Role | Example tools | Strada differentiator |
Core system integration | Connect AI agents to CRM, PAS, underwriting | Salesforce, Guidewire, Duck creek | AI-driven phone agents trigger workflows directly |
Workflow orchestration | Coordinate tasks across systems & people | Camunda, NewgenONE, IBM BPM, Pega | Rules-based, event-driven orchestration linked to live conversations |
Journey mapping | Identify automation & Orchestration opportunities | Miro, Lucidchart | Maps phone interactions to full process flows |
High-impact processes | Rapid ROI on frequent tasks | Policy issuance, claims | Zero-hold, AI-initiated execution with immediate downstream automation |
When done right, combining orchestration with automation delivers far more than just saving time. It transforms how your business runs.
What business benefits can orchestration and automation bring?
Automation speeds up repetitive tasks, but orchestration goes further by coordinating multiple tasks, systems, and people smoothly. This makes automation vs orchestration insurance not just a comparison of tools but a shift in how insurers think about efficiency.
Let’s look at how orchestration and automation actually pay off. Here’s what insurers often see after they connect everything end-to-end.
Area | Before | After Orchestration + Automation | Result |
Claims handling | Manual, paper-heavy | AI + workflow orchestration | 60% faster processing |
Policy servicing | Siloed teams | Unified, automated flow | Fewer errors, smoother CX |
Compliance | Reactive checks | Built-in rules and alerts | Zero missed audits |
Customer response | Hours or days | Real-time, AI-driven replies | 24/7 availability |
Cost per policy | High due to manual work | Reduced by 25–30% | Stronger margins |
By using automation and orchestration together, insurers improve speed, efficiency, customer happiness, and compliance much more than just automation alone. That’s the heart of automation vs orchestration insurance: individual speed versus full-process harmony.
Getting these benefits means choosing the right technology, so next, we’ll look at the top platforms making orchestration and automation work in insurance today.
What tools and platforms lead in insurance orchestration and automation?
We’ve already talked about a lot of ways automation and orchestration show up in insurance, from Strada’s AI phone agents to connected workflows. But when it comes to putting these ideas into practice, the right tools make all the difference.
Choosing the right platforms helps insurers move faster, reduce errors, and create smoother customer experiences. Here are a few that are especially worth considering:
Strada (using conversational AI to drive orchestration)
Strada links AI-powered voice agents directly into workflows. Their system handles calls, quotes, first notices of loss, policy updates, and renewals. It automatically triggers actions across multiple systems, like CRM and policy management in real time.
This results in no hold times, faster responses, and smoother operations. Strada uniquely combines human conversations with backend automation to boost revenue and maintain compliance.
Here’s how to start with Strada:
Book a demo to see how AI voice agents and workflows fit your operations.
Pick one use case (like renewals or FNOL) to launch first.
Connect your systems (CRM, AMS, or policy tools) by using Strada’s built-in integrations.
Set up triggers so calls automatically update records or send follow-ups.
Test and refine using live calls, then expand to new workflows once results appear.
Start small, automate fast, and scale confidently.
Camunda (open-source orchestration for insurance)
Camunda is a popular open-source platform used to organize complex workflows. It lets insurers design processes that combine automated steps with manual tasks.
Camunda’s AI features support real-time decisions in underwriting, claims, and policy servicing. It works well with different systems, making it a strong choice for companies with older software platforms.
Mystique AI (smart orchestration for policy servicing)
Mystique AI is built specifically for insurance tasks like underwriting and managing policies. It uses AI to understand context and trigger actions automatically. This helps insurers cut errors, speed up processing, and stay compliant.
Mystique AI shows how orchestration fills the gaps that basic automation can’t handle.
SMA Technologies’ OpCon (workflow and IT automation)
AutomationEdge focuses on robotic process automation (RPA) and IT task automation. It helps with tasks like claims checks, data entry, and updating policies, making back-office work faster and smoother.
OpCon is a great real-world example of IT automation vs orchestration. It doesn’t just automate IT tasks but manages them across systems and teams for full coordination. It easily connects with older platforms, allowing automation without disrupting current operations.
OpCon is reliable and scales well, perfect for high-volume tasks like issuing policies and handling claims.
NewgenONE (all-in-one AI automation platform)
NewgenONE combines automation, intelligent document handling, case management, and orchestration in one platform. It helps insurers manage complex, changing workflows while making sure everything meets compliance rules.
By bringing all these tools together, NewgenONE cuts manual work and speeds up service.
Using these tools together lets insurers build workflows that mix AI, automation, and orchestration seamlessly. Connecting systems keeps operations steady, while smart orchestration helps make better decisions, improve customer service, and follow the rules.
That mix also answers the question of IT automation vs orchestration. It’s not either/or but how they work hand in hand.
Insurers who blend automation with orchestration see faster turnaround, lower costs, and happier customers. But it’s critical to keep security and compliance in mind at every step.
How do security and compliance intersect with orchestration and automation in insurance?
As you can see, in insurance today (and probably tomorrow), automation and orchestration must do more than save time. They have to keep customer data safe and follow the rules. These systems deal with sensitive information like personal details, policies, and payments.
Without strong security, insurers risk data breaches and legal trouble.
Let’s visualize how strong security and compliance fit naturally into an orchestrated workflow.
Key protections include encryption (to keep data unreadable to outsiders), role-based access (so only the right people see certain info), and tools that spot unusual activity quickly.
Following regulations like GDPR, HIPAA, SOX, Solvency II, and IFRS17 is also essential. These rules require clear records and reports to show that the company is following the law.
By building compliance checks into automated workflows, insurance tasks (like verifying customer identity or checking for fraud) can happen automatically and fast, without slowing down service.
Platforms like compliance.ai, TrustArc, and OneTrust help by tracking rules, alerting teams to changes, and generating reports, all integrated within the orchestration system.
Best practices for keeping things secure and compliant include:
Encrypting data and controlling who can access it at every step.
Adding compliance checks into automation from start to finish.
Monitoring workflows for anything unusual.
Quickly updating processes when regulations change.
Using strong security standards like SOC 2 Type 2 and avoiding using customer data for AI training.
Strada puts these ideas into action with secure AI phone agents and workflows that protect sensitive conversations. They have dedicated security teams, regular testing, and strict rules for handling data.
This way, insurers get the speed and accuracy of automation and orchestration without risking security or breaking the rules.
Still, even with good tools, insurers must watch out for common challenges that can slow down their automation efforts.
What are the common challenges and pitfalls when implementing orchestration vs automation, and how to overcome them?
Implementing orchestration and automation in insurance can boost efficiency and accuracy, but there are common challenges to watch for. These include teams working in silos, missing or unclear process details, old legacy systems, and resistance to change.
Focusing only on automation may improve certain tasks, but can leave the bigger process uncoordinated. To succeed, insurers should:
Encourage cross-team collaboration using agile methods.
Map out processes clearly to find gaps and inefficiencies.
Roll out changes in phases, allowing small wins and less disruption.
Provide training and create Centers of Excellence so staff understand both automation tools and orchestration.
Choose platforms with open APIs (like REST and SOAP) and standards support (BPMN, DMN) to ease integration.
Ongoing monitoring and feedback help refine workflows continuously instead of one-time fixes.
Here are the other challenges you might face when combining orchestration and automation:
Challenge | Impact | Recommended solution | Strada advantage |
Siloed teams | Fragmented workflows | Cross-functional agile teams | Unified AI-driven orchestration connects departments |
Legacy systems | Integration delays, errors | Phased rollout, open APIs | Low-code connectors simplify system integration |
Incomplete documentation | Process gaps, inefficiencies | Comprehensive process mapping | Strada’s workflow templates standardize operations |
Change resistance | Adoption delays | Training, COEs, continuous feedback | Conversational AI provides intuitive, human-like interfaces |
Focus on automation only | Partial improvements | Orchestrated end-to-end workflow design | AI agents trigger multi-system actions for seamless orchestration |
By tackling these challenges head-on, insurers can maximize the benefits of both orchestration and automation to create smoother, smarter, and more customer-focused operations.
So, you’ve seen how orchestration vs automation defines the new standard for efficiency, collaboration, and customer satisfaction. The next move is yours: start small, stay consistent, and keep evolving.
What could better orchestration do for you?
For insurance companies today, knowing the difference between automation and orchestration is key to working smarter.
Automation handles simple, repetitive tasks, while orchestration connects these tasks into smooth workflows that keep everything running efficiently and correctly.
By moving beyond separate automation tools to a unified orchestration system, insurers, brokers, and MGAs can work together more effectively. AI agents play a big role here by turning customer conversations into clear, actionable steps. Strada is a great example, linking what customers say directly to backend processes for faster, smarter service.
The best way to understand orchestration is to see it in action. Strada makes it easy to connect automation, people, and systems in one flow, helping insurers move faster, stay compliant, and keep customers happy.
You can book a Strada demo to see how conversational AI and workflows transform everyday insurance operations into seamless, connected experiences.
Table of Contents
Carriers, MGAs, and brokers scale revenue-driving phone calls with Strada's conversational AI platform.
Start scaling with voice AI agents today
Join innovative carriers and MGAs transforming their calls with Strada.
Orchestration vs Automation in Insurance: Simply Explained
Amir Prodensky
CEO
Nov 17, 2025
12 min read
Practical guidance to choose the right approach for complex insurance workflows.
A while back, I worked with an insurance team that proudly said they’d “automated everything”: bots handled claim alerts, scripts updated policies, and every email had a template.
But when a complex claim crossed multiple departments, everything stalled. The tasks were automated, but nothing truly worked together.
That’s the challenge facing the insurance industry today. Efficiency alone isn’t enough. The real advantage comes from connecting every part of the business so work flows intelligently from one step to the next.
Automation handles repetitive tasks like data entry or policy updates. It speeds things up, but only within individual steps. Orchestration connects those steps across systems, teams, and channels, creating a smooth flow where the right actions happen automatically and nothing slips through the cracks.
Many insurers blur the line between the two, ending up with disconnected tools and manual workarounds that slow transformation instead of driving it.
This guide breaks down the difference, shows when to use each, and shares real examples from Strada’s AI phone agents and Strada Workflows, turning customer requests into instant business actions.
But first, let’s start with the basics: what automation really means for insurance, and why it’s the foundation for everything that follows.
What is process automation?
Process automation in insurance means using technology to handle simple, repetitive tasks without needing people to do them.
Instead of manually typing in customer details, moving claim information from one system to another, or sending reminder emails one by one, automation tools do these jobs quickly and accurately.
Automation works best in areas like:
Policy management → issuing documents, updating customer or coverage information, and renewing policies automatically.
Claims processing → handling the full journey from first notice of loss to final payment, reducing manual reviews.
Underwriting checks → validating eligibility, gathering external data, and confirming compliance before approval.
Billing and payments → sending invoices, processing premium collections, and following up on overdue accounts.
Customer onboarding → automating data entry, ID verification, and initial communication with new clients.
Regulatory reporting → generating compliance reports and submitting data to regulators on time.
Fraud detection → flagging suspicious claims or applications using AI and data analytics.
Customer communications → sending automated updates, reminders, and renewal notices through email, SMS, or chat.
By cutting out manual work, automation reduces mistakes, speeds things up, and lets staff focus on more important decisions.
Different types of tools make automation possible
Robotic Process Automation (RPA) platforms such as UiPath, Automation Anywhere, and Blue Prism imitate human actions to handle tasks on older software systems.
Workflow and rules engines like IBM BPM and Pega guide the steps that decisions follow.
Intelligent Document Processing (IDP) tools such as ABBYY FlexiCapture, Kofax, and Ephesoft quickly read and verify forms.
For example, a claim form can be scanned and read by ABBYY FlexiCapture to pull out the data, then a UiPath bot enters that data into the claims system, no typing needed.
Going further and deeper, Strada’s conversational AI phone agents handle voice tasks like taking quotes, servicing policies, and reporting new claims, all without anyone needing to touch a screen.
Here’s a quick look atthe process that can be automated and the solutions to do it:
Task | Tool type | Example platforms | Benefit |
Data entry & Extraction | IDP + RPA | ABBYY + UiPath | Faster onboarding, fewer errors |
Policy updates | Rules engine | IBM BPM, Pega | Consistent compliance |
Claims intake (FNOL) | Conversational AI | Strada phone agents | 24/7 availability |
Document generation | RPA workflow | Automation anywhere | Instant policy issuance |
Still, while automation handles individual tasks well, insurers often need a system to coordinate whole customer journeys. That’s where orchestration comes in.
What is orchestration, and how does it differ?
Orchestration in insurance means organizing many tasks (both automated and manual) into one smooth process that works from start to finish.
Unlike basic automation, which focuses on doing single tasks by itself, orchestration links systems, people, data, and decisions so everything happens together in the right order.
So, basically:..
Automation asks, “How do I automate this one task?”
Orchestration asks, “How do I make the whole process work smoothly and smartly?”
The key points about orchestration:
Works across departments → connects teams like underwriting, claims, billing, and customer service into one flow.
Central control → uses business rules, AI scores, or human approvals to decide what happens next.
Links multiple systems → connects old software, APIs, CRM tools, and AI to work in real time.
Combines humans and AI → lets people step in for reviews or approvals when needed.
Tools often used include platforms like Camunda and NewgenONE for workflow management, OpCon for automating workloads, and newer AI frameworks like AutoGPT and LangChain that help make smart decisions inside these flows.
Let’s picture this in action. It’s easier to see how automation and orchestration actually work together when you map them out. This simple diagram makes the automation vs orchestration difference easy to spot: automation performs, orchestration coordinates.
For example, when someone requests a new policy, orchestration manages everything (from collecting info, AI risk scoring, underwriting checks, approvals, to sending final documents) without gaps.
Strada Workflows takes this further by turning what customers say on calls into instant, multi-step actions across systems, speeding up how businesses respond.
And, in insurance, processes rarely happen in isolation. You need systems that talk to each other, and that’s why orchestration matters.
Why does insurance need orchestration beyond automation?
Insurance involves many people and systems (brokers, underwriters, claims adjusters, and more) – all working together. A single insurance policy goes through multiple steps, checked and updated in different systems like Legacy PAS, CRM, billing, and underwriting tools.
Automation speeds up simple tasks like data entry or document checking. But it can’t coordinate the whole process when many teams and steps are involved.
That’s why orchestration matters more than automation alone. Automation struggles when:
There are exceptions or missing information needing special decisions.
Several tasks must happen at the same time (like fraud checks and background validation).
Rules change quickly and tasks need rerouting.
Humans need to review or approve automated work.
Without orchestration, companies end up with fast but disconnected automations, like separate gears spinning but not working together. This causes errors, repeated work, and unhappy customers when information doesn’t flow smoothly.
Orchestration acts like a conductor, managing and connecting all the steps. It uses smart logic to decide where to send tasks based on risk, customer needs, or compliance. It also keeps a clear record of every action, whether done by people or machines.
Let’s make this clearer. Here’s a simple side-by-side look at how automation and orchestration play out in real insurance workflows.
Scenario | Automation does this | Orchestration adds this | Why it matters |
Policy updates | Auto-fills and sends documents | Connects CRM, billing, and compliance for complete updates | Prevents missed steps |
Claims intake | Reads and uploads claim forms | Routes cases, assigns adjusters, and triggers payments | Shortens claim cycles |
Underwriting | Checks rules and risk scores | Syncs results with pricing, compliance, and policy systems | Ensures consistency |
Renewals | Sends reminders | Adjusts pricing, updates policy data, triggers agent follow-up | Keeps retention high |
Customer service | Answers FAQs via chatbot | Escalates complex cases and updates records instantly | Improves satisfaction |
According to McKinsey, insurance companies using orchestration instead of just automation can cut costs by up to 50% by reducing mistakes, handling tasks in parallel, and making decisions faster.
Strada stands out by orchestrating directly from customer conversations. Its AI phone agents understand requests like “I want to update my beneficiary” or “I need proof of insurance” and then trigger multiple systems instantly, turning spoken words into real actions.
Automation makes insurance faster.
Orchestration makes it smooth, scalable, and smart.
That’s the real difference behind orchestration vs automation in insurance = speed versus seamlessness.
Next, we’ll see how AI and orchestration together transform insurance workflows.
What does intelligent orchestration look like in practice?
To understand the difference between automation vs orchestration, it helps to see how insurance teams use AI to create smooth, connected workflows.
Automation handles single tasks, but intelligent orchestration links these tasks together across systems, teams, and decisions, adjusting automatically based on customer behavior, data, or rules.
To tie it all together, here’s a simple view of how intelligent orchestration actually works behind the scenes.
And let’s talk details.
Broker use cases
In a brokerage, intelligent orchestration might start with AI tools like ABBYY or Kofax that quickly read key info from documents.
Instead of stopping there, orchestration moves the information along, sorting submissions with AI, requesting quotes from multiple insurers, and using insurance chatbots to standardize responses for easy comparison.
Each step flows into the next automatically, no manual work needed.
MGA scenarios
For MGAs, orchestration guides complex underwriting steps. AI reads risk details and checks if the case meets rules. Simple cases get approved automatically, while tricky ones go to human underwriters.
Every decision (approve, reject, escalate) is logged automatically, reducing errors and keeping compliance tight.
Carrier-level orchestration
At the insurance carrier level, orchestration is even more important. Tasks like verifying identity, checking regulations, spotting duplicate policies, and scoring fraud risk don’t happen one by one.
They run together as part of one coordinated flow:
Customer data is verified automatically before any policy action begins.
Compliance checks run in parallel across multiple systems.
Fraud and duplicate detection tools share insights in real time.
Underwriting, claims, and billing systems stay synced through APIs.
Exceptions are flagged instantly for human review, keeping operations fast and accurate.
Orchestration connects these tasks into one smart process that adjusts based on real-time results.
But most platforms only automate back-office tasks. Strada goes further by adding AI phone agents that not only talk to customers but also trigger next steps, like following up on abandoned quotes, sending payment reminders, or alerting about renewals.
Unlike regular chatbots, Strada uses conversation insights to drive actions across key systems, acting as a smart engine hidden inside a voice assistant.
With this clear picture, the next step is learning how insurers can start using orchestration without overwhelming their teams or systems.
How can insurance companies start integrating orchestration and automation?
Insurance companies are now embedding AI into their main systems, like CRM, underwriting tools, policy management platforms (like Guidewire or Duck Creek), and compliance software.
For example, when a customer calls or submits a claim, AI can automatically trigger the next steps without waiting for manual input.
To set this up, insurers use orchestration platforms such as Camunda, NewgenONE, IBM BPM, or Pega. These tools help model processes, automate decisions, and manage tasks so workflows can adjust smoothly to changes.
All you need to do is start by mapping out entire insurance journeys, like from quote to policy binding, claim filing to settlement, or renewal to retention. This helps identify where automation speeds things up and where orchestration keeps all parts working together, including people, systems, and compliance checks.
A practical way to begin is with high-volume tasks like policy issuance and claims processing:
Automation can handle routine sub-tasks like document checks, sending notifications, and updating data.
Orchestration ensures everything happens in the right sequence, maintaining accuracy and meeting regulations.
As you grow, it’s important to train your team, create Centers of Excellence (COEs), set clear governance rules, and use dashboards to track workflow progress, spot issues, and measure key performance indicators (KPIs).
And, you might consider Strada. It offers a unique advantage by linking AI-powered phone agents directly to workflows. When customers interact by phone, the system can instantly start complex processes like renewals or claim intake, connecting smoothly with CRM and policy systems.
This closes the gap between live conversations and automation at the frontline.
Also, here’s a cheatsheet for you of how to implement orchestration:
Focus area | Role | Example tools | Strada differentiator |
Core system integration | Connect AI agents to CRM, PAS, underwriting | Salesforce, Guidewire, Duck creek | AI-driven phone agents trigger workflows directly |
Workflow orchestration | Coordinate tasks across systems & people | Camunda, NewgenONE, IBM BPM, Pega | Rules-based, event-driven orchestration linked to live conversations |
Journey mapping | Identify automation & Orchestration opportunities | Miro, Lucidchart | Maps phone interactions to full process flows |
High-impact processes | Rapid ROI on frequent tasks | Policy issuance, claims | Zero-hold, AI-initiated execution with immediate downstream automation |
When done right, combining orchestration with automation delivers far more than just saving time. It transforms how your business runs.
What business benefits can orchestration and automation bring?
Automation speeds up repetitive tasks, but orchestration goes further by coordinating multiple tasks, systems, and people smoothly. This makes automation vs orchestration insurance not just a comparison of tools but a shift in how insurers think about efficiency.
Let’s look at how orchestration and automation actually pay off. Here’s what insurers often see after they connect everything end-to-end.
Area | Before | After Orchestration + Automation | Result |
Claims handling | Manual, paper-heavy | AI + workflow orchestration | 60% faster processing |
Policy servicing | Siloed teams | Unified, automated flow | Fewer errors, smoother CX |
Compliance | Reactive checks | Built-in rules and alerts | Zero missed audits |
Customer response | Hours or days | Real-time, AI-driven replies | 24/7 availability |
Cost per policy | High due to manual work | Reduced by 25–30% | Stronger margins |
By using automation and orchestration together, insurers improve speed, efficiency, customer happiness, and compliance much more than just automation alone. That’s the heart of automation vs orchestration insurance: individual speed versus full-process harmony.
Getting these benefits means choosing the right technology, so next, we’ll look at the top platforms making orchestration and automation work in insurance today.
What tools and platforms lead in insurance orchestration and automation?
We’ve already talked about a lot of ways automation and orchestration show up in insurance, from Strada’s AI phone agents to connected workflows. But when it comes to putting these ideas into practice, the right tools make all the difference.
Choosing the right platforms helps insurers move faster, reduce errors, and create smoother customer experiences. Here are a few that are especially worth considering:
Strada (using conversational AI to drive orchestration)
Strada links AI-powered voice agents directly into workflows. Their system handles calls, quotes, first notices of loss, policy updates, and renewals. It automatically triggers actions across multiple systems, like CRM and policy management in real time.
This results in no hold times, faster responses, and smoother operations. Strada uniquely combines human conversations with backend automation to boost revenue and maintain compliance.
Here’s how to start with Strada:
Book a demo to see how AI voice agents and workflows fit your operations.
Pick one use case (like renewals or FNOL) to launch first.
Connect your systems (CRM, AMS, or policy tools) by using Strada’s built-in integrations.
Set up triggers so calls automatically update records or send follow-ups.
Test and refine using live calls, then expand to new workflows once results appear.
Start small, automate fast, and scale confidently.
Camunda (open-source orchestration for insurance)
Camunda is a popular open-source platform used to organize complex workflows. It lets insurers design processes that combine automated steps with manual tasks.
Camunda’s AI features support real-time decisions in underwriting, claims, and policy servicing. It works well with different systems, making it a strong choice for companies with older software platforms.
Mystique AI (smart orchestration for policy servicing)
Mystique AI is built specifically for insurance tasks like underwriting and managing policies. It uses AI to understand context and trigger actions automatically. This helps insurers cut errors, speed up processing, and stay compliant.
Mystique AI shows how orchestration fills the gaps that basic automation can’t handle.
SMA Technologies’ OpCon (workflow and IT automation)
AutomationEdge focuses on robotic process automation (RPA) and IT task automation. It helps with tasks like claims checks, data entry, and updating policies, making back-office work faster and smoother.
OpCon is a great real-world example of IT automation vs orchestration. It doesn’t just automate IT tasks but manages them across systems and teams for full coordination. It easily connects with older platforms, allowing automation without disrupting current operations.
OpCon is reliable and scales well, perfect for high-volume tasks like issuing policies and handling claims.
NewgenONE (all-in-one AI automation platform)
NewgenONE combines automation, intelligent document handling, case management, and orchestration in one platform. It helps insurers manage complex, changing workflows while making sure everything meets compliance rules.
By bringing all these tools together, NewgenONE cuts manual work and speeds up service.
Using these tools together lets insurers build workflows that mix AI, automation, and orchestration seamlessly. Connecting systems keeps operations steady, while smart orchestration helps make better decisions, improve customer service, and follow the rules.
That mix also answers the question of IT automation vs orchestration. It’s not either/or but how they work hand in hand.
Insurers who blend automation with orchestration see faster turnaround, lower costs, and happier customers. But it’s critical to keep security and compliance in mind at every step.
How do security and compliance intersect with orchestration and automation in insurance?
As you can see, in insurance today (and probably tomorrow), automation and orchestration must do more than save time. They have to keep customer data safe and follow the rules. These systems deal with sensitive information like personal details, policies, and payments.
Without strong security, insurers risk data breaches and legal trouble.
Let’s visualize how strong security and compliance fit naturally into an orchestrated workflow.
Key protections include encryption (to keep data unreadable to outsiders), role-based access (so only the right people see certain info), and tools that spot unusual activity quickly.
Following regulations like GDPR, HIPAA, SOX, Solvency II, and IFRS17 is also essential. These rules require clear records and reports to show that the company is following the law.
By building compliance checks into automated workflows, insurance tasks (like verifying customer identity or checking for fraud) can happen automatically and fast, without slowing down service.
Platforms like compliance.ai, TrustArc, and OneTrust help by tracking rules, alerting teams to changes, and generating reports, all integrated within the orchestration system.
Best practices for keeping things secure and compliant include:
Encrypting data and controlling who can access it at every step.
Adding compliance checks into automation from start to finish.
Monitoring workflows for anything unusual.
Quickly updating processes when regulations change.
Using strong security standards like SOC 2 Type 2 and avoiding using customer data for AI training.
Strada puts these ideas into action with secure AI phone agents and workflows that protect sensitive conversations. They have dedicated security teams, regular testing, and strict rules for handling data.
This way, insurers get the speed and accuracy of automation and orchestration without risking security or breaking the rules.
Still, even with good tools, insurers must watch out for common challenges that can slow down their automation efforts.
What are the common challenges and pitfalls when implementing orchestration vs automation, and how to overcome them?
Implementing orchestration and automation in insurance can boost efficiency and accuracy, but there are common challenges to watch for. These include teams working in silos, missing or unclear process details, old legacy systems, and resistance to change.
Focusing only on automation may improve certain tasks, but can leave the bigger process uncoordinated. To succeed, insurers should:
Encourage cross-team collaboration using agile methods.
Map out processes clearly to find gaps and inefficiencies.
Roll out changes in phases, allowing small wins and less disruption.
Provide training and create Centers of Excellence so staff understand both automation tools and orchestration.
Choose platforms with open APIs (like REST and SOAP) and standards support (BPMN, DMN) to ease integration.
Ongoing monitoring and feedback help refine workflows continuously instead of one-time fixes.
Here are the other challenges you might face when combining orchestration and automation:
Challenge | Impact | Recommended solution | Strada advantage |
Siloed teams | Fragmented workflows | Cross-functional agile teams | Unified AI-driven orchestration connects departments |
Legacy systems | Integration delays, errors | Phased rollout, open APIs | Low-code connectors simplify system integration |
Incomplete documentation | Process gaps, inefficiencies | Comprehensive process mapping | Strada’s workflow templates standardize operations |
Change resistance | Adoption delays | Training, COEs, continuous feedback | Conversational AI provides intuitive, human-like interfaces |
Focus on automation only | Partial improvements | Orchestrated end-to-end workflow design | AI agents trigger multi-system actions for seamless orchestration |
By tackling these challenges head-on, insurers can maximize the benefits of both orchestration and automation to create smoother, smarter, and more customer-focused operations.
So, you’ve seen how orchestration vs automation defines the new standard for efficiency, collaboration, and customer satisfaction. The next move is yours: start small, stay consistent, and keep evolving.
What could better orchestration do for you?
For insurance companies today, knowing the difference between automation and orchestration is key to working smarter.
Automation handles simple, repetitive tasks, while orchestration connects these tasks into smooth workflows that keep everything running efficiently and correctly.
By moving beyond separate automation tools to a unified orchestration system, insurers, brokers, and MGAs can work together more effectively. AI agents play a big role here by turning customer conversations into clear, actionable steps. Strada is a great example, linking what customers say directly to backend processes for faster, smarter service.
The best way to understand orchestration is to see it in action. Strada makes it easy to connect automation, people, and systems in one flow, helping insurers move faster, stay compliant, and keep customers happy.
You can book a Strada demo to see how conversational AI and workflows transform everyday insurance operations into seamless, connected experiences.
Table of Contents
Carriers, MGAs, and brokers scale revenue-driving phone calls with Strada's conversational AI platform.
Start scaling with voice AI agents today
Join innovative carriers and MGAs transforming their calls with Strada.
Phone AI agents for insurance distribution
© 2025 Strada API, Inc.
Phone AI agents for insurance distribution
© 2025 Strada API, Inc.
Phone AI agents for insurance distribution
© 2025 Strada API, Inc.