Simplifying customer experience in Insurance

1. 1
Webinar: Simplifying Customer
Experience

2. Our Panelists

3. Discussion Agenda
Maria Sit
Sun Life
Creating a Connected
Client Experience
Christian Wiens
Getsafe
Digitization & the
Customer
Ellie Barlow
KPMG
Simplifying the
Customer Experience
Strategy
Marijan Mumdziev
Amodo
Simplifying the Customer
Engagement through
Telematics
Topics for discussion
• 4 presentations
• 5 rapid fire polls and Q&A throughout– wisdom of the crowd
• 15+ minute panel discussion with your Q&A
• 75 minutes in total

4. Questions & Answers
How to participate:
If you have a question please type into the Q&A area
If you have a comment please type into the chat area
Session format:
The moderator will use a combination of his own questions
and those from the audience
Each presentation will have a Q&A and poll

5. Ellie Barlow, KPMG
Simplifying Customer Experiences

6. Snap Poll
6
Q. What do you think the biggest barrier to simplifying the
customer experience in insurance is?
1. Lack of clear vision and strategy
2. Organisational culture
3. Product complexity
4. Legacy systems constraints
5. Legal requirements
How to participate:
Just respond to the question when it appears on your screen

7. Christian Wiens, Getsafe
Digitization and the Customer

9. “Millennials are the most
underinsured generation alive”

11. Marius Blaesing
m.blaesing@getsafe.de
Christian Wiens
c.wiens@getsafe.de

12. Snap Poll
12
Q. Which do you think will have a greater impact on insurance in the
next 10 years?
1. New digital business models
2. Innovations in the value chain
3. Digitizing existing processes
4. Not too sure
How to participate:
Just respond to the question when it appears on your screen

13. Maria Sit, Sun Life
The Sun Life Approach to Creating a Connected
Client Experience

14. Simplifying CX – It’s Complicated
What does exceptional CX look like?
The sum-totality of all experiences our clients have with us based on their
interactions and engagement with us across different touch points through the
services and solutions we provide over their lifetime with us and their emotional
connections with us as a brand.
ConnectedContextual
Useful
Clear functional
value
Usable
Ease of Use
Good User
Experience
Desirable
Emotional value

15. A framework to approach creating exceptional CX
Where do you start?
Key Moments along the
Client Journey
Key Touch Points

16. An example: Leverage journey mapping to understand, inform & inspire
Onboarding
•Deep dive on one of the key “moment of truths”.
•Understand current client experience and the
organization’s processes across different
departments (front stage & back stage).
•Gather qualitative & quantitative data to derive
insights.
•Identify what works but also friction & pain points
across key interactions with different touch points
along the journey.
•Go beyond a transactional moment, go beyond
fixing the pain point. Opportunity to create a
deeper emotional connection, to create a
memorable, warm experience.

17. Advisors & Brokers
Call Centre
Financial Café
(Physical Branch)
Website
Social Media /
Advertising / PR
Client Portal / Mob
App

18. Snap Poll
18
Q. Do you believe we know enough about what customers really want?
1. Yes
2. No
How to participate:
Just respond to the question when it appears on your screen

19. Marijan Mumdziev, Amodo
Simplifying Customer Experience through
Telematics

24. School
School
35%of targeted drivers
purchased
the product.
ENGAGEMENT CONVERSION

25. CONCLUSION
Engagement is essential forchangingthecustomerbehavior,whetherthatbefor:
• Reducing theRisk ExposureandconsequentClaims, OR
• IncreasingthePurchase
Ultimately, thereis nopositivebusiness casein digitalinsurancebusiness, without havingthecustomers engaged.
GETWHITEPAPER›

26. Snap Poll
26
Q. Data privacy is a big issue in insurance. When you download any app
that tracks you in some way, how often do you disable functions that
send tracked data to the owner of the app?
1. Always
2. Most of the time
3. Never
4. How do I do that?
How to participate:
Just respond to the question when it appears on your screen

27. Panel Discussion and Q&A
27

28. Snap Poll
28
Q. Simplification is a complex! … and requires a different way of
thinking. To simplify the customer experience we will be most
successful if we:
1. Utilize existing staff with their deep understanding and expertise
2. Hire in specific new skills and capabilities
3. Engage specialist consultants / firms who have done this before
4. Partner with other companies who have the skills, capabilities and
tools
How to participate:
Just respond to the question when it appears on your screen

29. https:///
Announcement: LIVEFEST 2018
29
Award Nominations close on 25th May. Nominees receive free Virtual booth and
opportunity to present at LIVEFEST 2018
livefest2018.the-digital-insurer.com

30. Post webinar activities
Recording will be emailed to registered participants
Our next webinar will be on 12th June on the topic of “Accelerating Operational Excellence”.
Registration is now open: https://www.the-digital-insurer.com/event/the-digital-insurer-
webinar-insurtech-accelerating-operational-excellence/ OR go to Events / Webinars from
the home page!
Please give us your feedback
If you would like to follow up with any of the panelists
- Andrew DeKock: Andrew.dekock@the-digital-insurer.com
- Will Pritchett: Will.Pritchett@KPMG.co.uk
- Maria Sit: Maria.Sit@sunlife.com
- Christian Wiens: c.wiens@getsafe.eu
- Ellie Barlow: ellie@navigatefwd.co.uk
- Marijan Mumdziev: marijan.mumdziev@amodo.eu

32. Strong positioning in the
digital insurance space
32

33. 33
Product Highlights
Mobile-first and Multiline
Multiline

34. 34
Product Highlights
File claims in minutes
Automated Claims

35. 35
Product Highlights
Change and upgrade
your coverage anytime
Live-Policy

36. 36
Dental
Home
Income
Pension
Liability
Life
Health
Master
Policy
+
+
+
+
+
Modular protection
in all lines of business