Long-term success in any industry requires ongoing investment to progress customer-facing capabilities and internal operations. Health insurance is no exception and – one could argue – due to often thin differences among competitors, is a side of the health care ecosystem where smart reinvestment can create the margin to win in the market. This is especially true for mid-sized insurers.

Because of resource constraints, small, local health insurers typically focus on a limited product portfolio with a narrow demographic and homogenous needs. Since success is often based on regional relationships, capability investment is less of a factor.