Insurance redefining itself in a digital age

Sizwe Mhlongo

The emerging customer culture is redefining the face of the insurance industry when it comes to structure, priorities and capabilities of the insurance industry. Covid-19 has increased the pressure and urgency for the industry to deploy technology and data to support customer challenges and goals remotely.

This is of utmost importance because insurers need to be able to assist customers at a rapid speed. This includes broker’s being able to give advice to customers and significantly improve the customer experience.

From the perspective of the intermediary this means that insurers need to be able to make brokers relevant from an omnichannel perspective, because customers need broker advice but require it in a differently accessible and digitally delivered format.

In today’s digital era customers expect instant and ubiquitous service and this is driving innovation within the global insurance industry.

Insurers are leveraging technology and data to roll our previously undreamed off capabilities. These innovations are also redefining the broker’s capability to give advice to customers and significantly improve the customer experience.

Keeping brokers on board

We have a system that allows its clients to access their policy information digitally, without having to meet with a broker. We also have webinars that are informative and educate our existing clients and potential clients on our product offerings so that they are not left behind, as our brokers cannot meet with them.

Broker transactions are now hosted on its digital platform where brokers manage their customers’ data base and new business.

We are doing all in our power to keep brokers on board and up to speed so that the role of the intermediary –and their vast knowledge, advice and client insight – remain integral to the greatly enhanced and much more interconnected risk ecosystem of the fourth industrial revolution.

The emerging customer culture is redefining the structure, priorities and capabilities of the insurance industry. Covid-19 has only increased the pressure – and urgency – for the industry to deploy technology and data to support customer challenges and goals – remotely.