Embracing #Insurtech : The solution for adapting to an ever changing insurance consumer

Today’s digital-first generation thrives in the online space. Insurance industry is evolving and striving to converse with these customers in a language that they prefer. Adopting a data-centric approach and offering new-age products and services form the premise for the insurance industry’s evolution.

 

The Shift

The driving force behind this upward trend is the changing nature of the customer. There is a distinct shift in customer expectations from a service-oriented approach to product-based approach. Till now, motor insurance discussions were mainly centred on the premium payable. Today, we see a new breed of customers that are better informed. Going ahead, we can expect more inquisitiveness about new insurance features, add-on services, and better access. The tech-savvy and digitally-oriented customers consider convenience and comfort as a priority and are pushing insurers for that ultimate experience.

 

Changing Trends in Motor Insurance

Technology and customer-servicing are coming together to create the desired customer experience in motor insurance. Here are some of the latest trends:

 

• The Rise of #InsurTech

We will soon see a time where our insurer is connected technologically to our vehicles and to us through IoT, mobile devices, social networks etc. Insurance companies are enabling seamless communication right from ‘purchase’ to ‘claims’. With technological enablement, many Fintech companies are discarding the retail model and going virtual to cut costs and enhance service delivery. This way, they can then pass on this cost advantage to customers and offer better-priced insurance services.

 

• Better Insights and Intelligent Pricing

Insurers will be able to better understand their customers through data-backed customer insights. They will apply data and analytics to accurately determine the risk and premium. Currently, this is being determined by vehicular factors like the make, year of manufacture, engine capacity, etc. Ideally, risk assessment should primarily be an outcome of factors like insurer’s age, medical condition, claim history, etc. We are gradually seeing this shift thanks to data availability.

 

• New and Personalized Offerings

Customers are openly expressing their needs through various channels like personal interactions, social media and so forth. Insurers are using this data to better understand their customer’s needs and are thus able to personalize their services.

 

• Better Accessibility and Connected Communication

Seamless and instant communication is a crucial part of pre-sales, sales and post-sales service. To engage customers at an initial stage, many insurers are using chatbots that ‘talk’ to the customer for pre-sales and support. Mobile apps and remote monitoring are other tools that enhance accessibility.

 

• Flexible Financing

Insurers are implementing flexible financing, where the customers can choose from various payment models like e-wallets and digital payment methods that suit their profile. This way, customers are empowered and can pay their premiums conveniently.

 

The Way Ahead

With insurers turning to insuretech-based approaches to propel superior operational efficiencies and innovative offerings, ‘Faster, Cheaper and Better’ will become the norm in the near future. This will help create a smooth customer experience for the digital-natives.