This slide talks about the digital transformation approach that insurers need to takeGiven the increasing rise in customer demands, insurers are expecting digital channels to bring in more business. By 2018, insurers anticipate nearly one-fifth (19.7%) of their business to be generated through internet-connected PCs, up from 12.7% in 2013. Another 10.9% is expected to come via mobile channels, up from a mere 1.5% in 2013. In effect, within five years, nearly one-third of the insurance industry’s business is expected to occur digitally. Supporting such a large volume of digital business will require profound changes in the traditional back-office supports insurers have in place to run their businesses, as well as in the ways insurers interact on the front-end with their distributors, suppliers, and end-customers. Insurers will need to address all the digital demands of their customers, while also pursuing investments in key operational areas that will drive bottom-line growth. This will require a high level of leadership support and a dedicated implementation roadmap that includes an overhaul of the legacy IT systems and platforms currently employed by most insurers
This slide talks about the key insurance life cycle stages and the important functionalities in each stage:We identified four essential elements of the insurance customer experience – Researching and Getting a Quote, Acquiring a Policy, Servicing a Policy, and Servicing a Claim – as well as specific touch points within each one of those categories. These touch points -- 15 in total -- encapsulate specific moments when customers engage with their insurance providers, leading to satisfaction and delight at best, or frustration at worst. They are the critical customer experience moments that insurers must strive to perfect as they move along the process of digital transformation. We defined the maturity level of each touch point for each firm using a four-point scale that incorporates primary research based on executive interviews, as well as secondary research based on online mystery shopping. Assessments also included evaluations of mobile and social media usage. In the category of Researching and Getting a Quote, the specific customer experience moments we examined are those when customers inquire about products and agents, receive explanations about products and risk management activities, and obtain price quotes. In the category of Policy Acquisition, we examined when policies are issued, payments are executed, and these transactions are documented and reported to the customer. Under Policy Servicing, we evaluated those moments when customers view existing policies and take actions, such as renewing, upgrading or cancelling them, seek assistance with issues and receive bills. Finally, under Claims Servicing, we examined when customers get notified about claims and payout options, and track their claims
Tools and calculators that let users explore different scenarios as they research premiums are essential to providing a rich experience. India’s HDFC Life has developed a really intuitive interface that lets users easily modify terms to receive instant quotes.U.S.-based Progressive offers multiple payment options, including paying the amount in full or installments in order to complete the transaction of policy acquisition.iTriage’s mobile app provides a self service option to the customers to search for any of their ailment symptoms and then directs to the appropriate doctor or treatment based on those symptoms. AVIVA app allows to initiate a claims process by reporting an accident by providing accident details, scene details, witnesses, location details, and scene pictures through mobile phone.
Glow App launched by founder Paypal Max Levchin – Taking the concept of insurance to a new level, Glow First, a fertility fund acts like an insurance fund. When one signs up for this, they pay a premium of $50 for 10 months or till they conceive. If after 10 months, they haven’t conceived, Glow will pay for the fertility treatment. As Glow begins to get significant signings, they feel that they would be analyze data and price the premiums more appropriately. Marmalade in UK – Targeting the first time car buyers, marmalade uses telematics and advanced black box technology to develop safe driving skills among younger customers. It monitors the driving patterns of these customers and offers discounts for safe drivers. Bupa Health Apps and Tools – The fitness app developed by Bupa helps customers design and follow personalized training and fitness program depending on their strengths, weaknesses and their fitness needs. Additionally they have designed several health apps such as the “Diabetes Risk Assessment”, “BMI Calculator”, “Heart Health Assessment”, “Count your calories” and several such other apps to increase health awareness and drive customers towards healthy life style – ultimately helping the firm save on paying out high health claims expenses.Allstate’s Mobile App for Claims – All state have been constantly innovating their claims related mobile apps. These apps allow customers to obtain roadside assistance and accident support, send first notification of loss, initiating claims process, and also helps in claims settlement. In Sep 2013, they introduced a new feature – QuickFoto Claim has helped enhance customer experience by providing a much faster and easier option to settle claims. Based on the photos sent by the customer, an estimate is prepared and sent back electronically. The app allows customers to view their claim status, payment history or even send messages to their claims representative.Verti – Mapfre in Spain launched a completely online insurance firm – Verti with the concept of insurance in a box in 2011. The main concepts being accessibility and presence. In the first year of launch, the number of customers were almost twice the expected number and currently have close to 200,000 customers. The growth rate has been one of the fastest in the history of Spain.
This slide talks about the way forward for insurers:With nearly one-third of the insurance industry’s business expected to occur digitally within five years no insurer is immune to the need to make major improvements to the digital interfaces that connect to customers. Building digital links that create convenience and bring satisfaction to customers will be essential to spurring top-line growth going forward. But these improvements cannot occur in isolation. Insurers will also need to impose a plan for achieving operational excellence on the back end. Without taking steps to invest in operational supports, bottom-line growth will remain elusive
WIR 2014 key findings_australia
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till February 26, 2014
Key Findings Deck