Insurance is a complex business. This shouldn’t be news to anyone operating in this industry, but it also shouldn’t be shocking to anyone who has ever had to purchase insurance. As with any complex system, insurance companies have developed processes and guidelines that enable them to operate consistently across different offices, regions and often national borders. And just like any complex system with longstanding processes and ways of executing, these same concepts that enable companies to operate effectively can also become shackles when external or internal forces demand change and adaptation.