The insurance industry, as a part of the overall finance industry has immeasurable importance for every individual person, company, as well as society. In the past few years the insurance industry has experienced an immense and incredible transformation from traditional channels and rigid patterns of business to a modern, lean and digitized financial world full of innovations. The aformentioned changes imply the redefinition of new strategy at all levels of business and especially the redefition of operational processes and practices which can no longer be nearly at the same level as they used to be. The provisions of services, claims, savings and investments activities, sales and distribution channels, as well as relations with the regulators have completely new processes and procedures. The aim of this paper is to investigate and research these changes, to research how and why these changes occured, and what is the function of operational management in such new environment. Trends in developed countries suggest and show that the core of the insurance industry today is technology, which leads to a significant level of digitization and automation of all processes. The aforementioned trends took on significant forms and patterns in developed countries, but also in the Republic of Croatia. Digitization is already ubiquitous and necessary and those who do not accept it will find it difficult to maintain market shares. In the end, the goal is to research the degree of digization of operations and the consequent change in operational practices and processes among all insurance companies in the Republic of Croatia through empirical research and a survey questionnaire.