with Fortitude Life & Annuity Solutions, Inc.

1. Modernizing Insurance operations across 4 million policies
2. Accelerating claims initiation by 80% through AI-enabled workflows
3. Transforming Policy Administration with Hybrid Cloud and AI at Scale

Fortitude Life and Annuity Solutions, Inc., a leading insurance administrator managing close to 4 million policies, faced a legacy-heavy policy administration environment that limited agility and increased operational complexity. To support continued growth and modernization, Fortitude partnered with IBM Consulting's Business Orchestration Services practice on a multi-year transformation program spanning mainframe migration to Mainframe-as-a-Service, hybrid cloud adoption, AI-led process redesign, and the deployment of 30 digital workers across more than 70 initiatives supporting claims, contact center, and back-office operations. The program helped modernize core insurance operations, accelerating claims initiation by 80% and improving contact center productivity by 25%. By combining AI, automation, and cloud-enabled capabilities, the transformation established a more scalable, resilient, and efficient operating model designed to support future business growth and evolving customer needs.