Google Tanslate

Select Language

Sign up and be the first to know

About Hugh Terry & The Digital Insurer

Hugh Terry & The Digital Insurer Video

Contact Us

1 Scotts Road
#24-10 Shaw Centre
Singapore 228208

Write an article

Get in touch with the editor Martin Kornacki

email your ideas at [email protected]

Pre Registration Popup

itcasia2020 Registration Popup

Share Popup

Prime Member: Find out more

Access a unique programme!
  • 56 pre recorded lesson of online content from industry experts over 7 courses
  • The best in digital insurance for practitioners and by practtioners
  • Online MCQ after each lesson
  • Join the discussion forum and make new friends
  • Certificate upon completion to show your expertise and comitment
  • 3 months to complete
  • Normal price US$1,400 Your Prime member price is US$999
  • Access to future versions included in your Prime membership!
Become a member

Prime Member: Contact Us

Reach out to us. Please fill up the form below
Let us know how we can help. You can expect a response within 24 hours
Services of interest

Arthur D. Little

Arthur D. Little has been at the forefront of innovation since 1886. We are an acknowledged thought leader in linking strategy, innovation and transformation in technology-intensive and converging industries. We enable our clients to build innovation capabilities and transform their organizations. ADL is present in the most important business centers around the world. We are proud to serve most of the Fortune 1000 companies, in addition to other leading firms and public sector organizations. For further information, please visit

Insurance All Channel Experience – Capgemini Report

Article Synopsis :

Consumer trends are exerting pressure on insurers to deliver a more customer-centric experience.  Are carriers ready to take the customer experience to the next level?

In the report “Insurance All Channel Experience“, Capgemini takes a look at the importance of aligning insurance offerings with the evolving needs of insurance customers. The report discusses the nuances of building an All Channel Experience framework that delivers best-in-class customer experience along with revenue, cost and risk benefits in the long run. Insurers who deliver an excellent All Channel Experience, the report suggests, can make significant reductions in their cost base and enhance revenues by:

 The Digital Insurer reviews Capgemini’s Report on Insurance All Channel Experience

Insurers who build and All Channel Experience that delivers best-in-class customer experience can reduce their cost base and enhance revenues

  • Finding new business opportunities by utilizing social media to better understand customer needs
  • Guiding customers more effectively from first contact to sale by using engagement technologies which support more touch-points without increasing customer service staff
  • Setting more accurate prices with less actuaries through data that provides more information about an individual customer’s behaviour
  • Driving down operational costs by creating straight-through processes and eliminating paper; and
  • Reducing the number of fraudulent claims by employing stronger analytics earlier in the customer relationship

Along with cost-effective customer engagement at every stage of the Quote and Buy, Service, and Claims functions, the report articulates other tangible benefits of a positive All Channel Experience:

  • Increased, more relevant traffic across the insurer’s digital real estate
  • Higher conversion rates
  • Improved cross-sell, up-sell and retention rates
  • Enhanced claims experiences with reduced claims leakage; and
  • Better customer retention

The report highlights the individual elements, pathways and tactics to create a holistic experience for both end-customers and intermediaries. Examples of such tactics include:

  • Using social listening to spot new sales opportunities visible on Facebook, Twitter or other social media
  • Responding automatically to those opportunities and using techniques such as gamification to build engagement with potential customers
  • Providing mobile apps to help customers tailor their insurance, view formal offerings, and conclude the purchase remotely
  • Building and maintaining an ongoing digital relationship with customers
  • Having a complete picture of customers to more fully meet their needs, providing unasked-for value adds to enhance the relationship
  • Using new technologies to develop a greater understanding of customer behaviours and develop new customer propositions
  • Ensuring the customer receives rapid, seamless service across multiple distribution and service channels
  • Using digital capabilities to enhance intermediaries’ relationships with their customers
  • Stopping fraudsters in their tracks and preventing fraudulent claims; and
  • Settling claims more efficiently, while keeping the customer informed and engaged throughout

Link to Full Article:: click here

Digital Insurer's Comments

Customers increasingly expect sales and service when they choose, from where they choose, using the device they choose.  Although customer service and experience have always been a top priority for carriers, delivering them in the rapidly shifting digital landscape presents new challenges.  It’s a new game.

Customers demand consistent, seamless and personalized experiences across all channels, touch-points and interactions. For insurers, there is a direct correlation between positive customer engagement and digital maturity. As a first step, insurers need to channel the forces of social, mobile, cloud and data to contextualise the customer experience. Insurers who leverage digital technologies to make it easy and fast for end-customers will be better positioned to drive customer satisfaction, increase brand loyalty and turn quality customer experiences into real profits.

Link to Source:: click here


Livefest 2019 Register Popup Event

Livefest 2019 Already Registered Popup Event

Livefest 2019 Join Live Logged-in Not Registered

Livefest 2019 Join Live Not Logged-in