Insurance companies have found it arguably harder than other industries to transform, faced as they are with the challenges of established processes, stringent compliance and legacy software. But a revolution is happening which can no longer be ignored. But by embracing these insurance industry trends you can stay ahead of the curve.
Millennials are fast replacing Baby Boomers as the largest customer base for insurance. This segment comes with high expectations and expect to be communicated with not only through traditional channels and big moments of truth like a claim, but through multiple channels and smaller interactions.
Only 26 percent of Gen Y customers report a positive experience with their insurer.
30% of customers globally are willing to buy insurance products from companies such as Amazon and Google, who have set new standards for convenience, speed, value and ease of use.
Insurers currently lag behind other industries, but with customers now considering ease of use highly important, it’s time to technology to remove complexity and provide a consistent experience across every touchpoint.
Insurance companies are starting to provide non-insurance services that are natural extensions of their core products, allowing them to be more immediate and relevant.
Almost half (48%) of insurers fear that up to 20% of their business could be lost to standalone FinTech companies within the next five years.
The world of insurance traditionally has been the tried and tested and the slow and steady. But aggressive InsurTech disrupters means maintaining the status quo is no longer an option. Any insurance company that relies on old software to implement a new digital strategy is unlikely to walk away the winner. What’s required are systems that allow them to test ideas rapidly and at low cost, alleviating risk and making them more agile.
Older technology that users have learned to navigate won’t appeal to younger customers who expect a great User Experience (UX) as standard. Speed of response, ease of navigation, and the way websites handle personal information are critical to an industry like insurance where trust matters.
The top companies leading in UX outperformed the S&P index by 35%.
From the call center to product development teams, insurers are using flexible front-end technology and analytics tools to collect data, profile customers and provide them with products and services tailored to their speciﬁc needs – true personalization.
Smart personalization engines that can spot customer intent will cause digital businesses to boost their profits by up to 15%.
At the beginning of 2009 there were:
- No iPads
- No Uber
- Only 23% of the world had access to the internet
- It took longer to download a movie than to watch it
With this pace of change there is no way to predict how you will need to respond. The solution is to prioritise adaptability and scalability of systems and software. Supported by newer more adaptive technology, insurers will be able to transform their businesses:
- Driving expertise in digital sales and support
- Reducing internal costs
- Redefining products and processes to control claims costs
- Streamlining your business, and ditching the anchors