A perfect storm is engulfing the insurance industry. Incredible demand volatility and increasing claim complexity has provoked new, unprecedented – and unpredictable – spikes in workload. If leading players can't respond with agility to this short-notice, high-intensity demand for digital insurance workers, then service levels, customer loyalty, trust, reputation and operating margins are under threat. The pandemic has been a real eye-opener for insurers. Standard business continuity plans proved inadequate as business leaders faced dual imperatives of equipping and training a remote workforce – often within days – and dealing with huge spikes in demand for customer support.