Let’s Get Real: Should You Build or Buy?

I’ve seen it firsthand. During my years processing claims and working closely with claims teams, I’ve learned that the debate between building a solution in-house versus buying one is more than just a tech decision—it’s about integrating real industry expertise into the mix.

The Build vs. Buy Debate

There’s always chatter about whether it’s better to build your own claims system or buy one off the shelf. On one side, there’s the allure of a tailor-made solution crafted by your in-house tech team. They promise flexibility and complete control. But here’s the catch: as brilliant as technologists are, they often lack on-the-ground perspective. They might design a system that looks impressive in a demo, but when it comes to the daily grind of claims processing, that system can fall short.

On the flip side, buying a solution built by industry experts means you’re tapping into decades of hands-on experience. You’re not just getting fancy code—you’re gaining insights honed by years of tackling real claims challenges, from FNOL bottlenecks to complex settlement scenarios.

The Value of Industry Expertise

When you’re in claims, you know that every second counts. Manual processes, outdated spreadsheets, and clunky legacy systems aren’t just minor annoyances—they’re roadblocks that impact customer satisfaction and your bottom line. A solution built by someone who’s actually walked in your shoes understands that the purpose of claims isn’t just to process data; it’s to deliver on the promise of the policy.

I’ve worked with plenty of systems built by technologists who lacked firsthand experience. They often missed the mark when it came to designing workflows that address the unique challenges of claims management. What these systems lacked was the practical knowledge that comes from being in the trenches—identifying inefficiencies, handling errors, and ensuring a smooth experience for both the claims team and the policyholder.

Benekiva was founded with the vision of transforming the insurance industry through technology. Early on, we recognized that true innovation required more than just cutting-edge software—it needed deep industry expertise. That’s why we made a strategic decision to bring experienced claims professionals onto our team. Their insights helped us pivot and refine our technology, ensuring our platform was not only advanced but also aligned with the real-world needs of insurers, policyholders, and beneficiaries.

This fusion of tech-driven innovation and hands-on industry experience is what sets Benekiva apart. Our platform is built to solve the challenges claims professionals face every day—streamlining processes, eliminating inefficiencies, and delivering a seamless experience without compromising compliance or customer care. By embedding industry knowledge into our technology, we ensure insurers have a future-proof solution designed by people who truly understand the business.

Why Benekiva Stands Out

At Benekiva, we took a different approach. Our platform wasn’t just built by tech wizards in a vacuum—it was built by claims experts, for claims teams. Our expertise goes even deeper: our CEO is a former financial advisor who conducted years of research in the industry before a single line of code was written, and our team comprises professionals with diverse, hands-on experience across all facets of insurance.

• Deep Industry Understanding: We know what it’s like to deal with legacy systems, manual keying, and endless quality reviews. That’s why our solution is tailored to address these pain points head-on.
• Seamless Integration: Instead of forcing you to overhaul your entire infrastructure, Benekiva works with what you already have. We integrate with your systems to eliminate redundant processes and reduce manual entry.
• Customer-Centric Design: Our focus is on fulfilling the promise of the policy. We ensure that claims processing is not only faster and more efficient but also more compassionate—providing claimants the support they need, when they need it.

Humanomation®: Blending Automation with Human Empathy

Benekiva is redefining insurance operations through Humanomation—a concept that merges automation with human empathy to enhance both efficiency and the customer experience.

“Automation alone isn’t enough. We believe technology should empower—not replace—human connection in the claims process,”

says Brent Williams, CEO and founder of Benekiva.

“With Humanomation, we ensure that while processes are automated for speed and accuracy, insurers never lose the human touch that policyholders and beneficiaries deserve.”

When you invest in a solution built by those who truly understand claims, you’re not just buying a product—you’re gaining a partner dedicated to reducing processing times, minimizing errors, and ultimately helping you deliver on every promise you make to your policyholders. The biggest benefit? You avoid the grueling internal bidding process and the struggle of competing business priorities when you need to adjust your process.

Conclusion

In today’s fast-paced insurance landscape, modernizing claims operations isn’t a luxury—it’s a necessity. While the build vs. buy debate will continue, the real question is: Do you want a system that looks good on paper, or one that truly understands the ins and outs of claims processing? At Benekiva, we’re proud to be built by claims experts for claims teams and claimants—and that’s a difference you can feel every day.