The world is increasingly digitized and, let’s face it, we’ve been asking for it. And now, in the midst of a global pandemic, it’s nothing short of a necessity. Ever since the first app was launched the world has been crying out for more ways make our lives easier with technology. The success of companies like Uber and AirBnB shows we’ve taken countless opportunities to remove humans from the process of consumption. But is this universally applicable?
Within life insurance, huge strides have been made towards digitizing customer journeys. Automation, from chatbots to electronic health records based underwriting, has meant that we no longer have to engage with another human being through the entire processes. Yet studies are showing that this isn’t leading to the first-class customer experience we’re all striving for — and insurers should really take note. The fact people are talking about health, wellness and life itself more than ever — all deeply personal things — may provide a golden opportunity to humanise insurer-policyholder relationships once again.
What expectations do customers have of life insurers?
How to create engaging customer journeys that fit with customer needs
How to blend the human touch with the digital journey
Parul is Head of AXA NEXT Lab Europe at AXA Group. She is responsible for start-up eco system strategy and deal origination for partnering, business model innovation and investments in Digital Health, Mobility, Cyber Security and Fintech. She was...
Na Jia is a Fellow of Society of Actuaries and holds a Master’s Degree in Statistics from Renmin University of China. Qualifying as an Actuary in 2001, she was one of the earliest FSAs in mainland China.
Senior Director Global Business Development & Sales at Garmin
Joern Watzke has managed Global Business Development of Garmin Health since April 2014. Garmin Health serve solutions for corporate wellness and insurances for dynamic underwriting, disease risk assessment, patient monitoring and reward programs....
Insurtech Insights is a global ecosystem aiming to connect industry leaders and decision makers with innovative startups who are challenging the insurance market, in order to create mutual business opportunities and accelerate growth.