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

Library: PEGA – Why insurers need to modernise the claims customer experience

Executive summary :

The Amazons and Googles of the world have set the standard for how companies should interact with their customers. They personalise interactions, anticipate needs, and allow customers to seamlessly conduct business across channels, all while keeping them informed of the status and positioning themselves for the next sale.

 The Digital Insurer reviews Pega’s Report on Why insurers need to modernise the claims customer experience

As insurance becomes customer centric, so claims must modernise 

Tech giants provide role models

Significant changes have taken place as insurance shifts from a risk and product centric business to a customer-centric business. Claims leaders are now aiming for the Amazon style experience insureds have come to expect. Many carriers, however, have yet to fully leverage the advanced digital technologies and capabilities that enable what is quickly becoming table stakes in the industry.

Customer retention is becoming the new growth engine for insurers, and it’s increasingly evident that loyalty is not driven by price alone.

Engagement holds the key

According to an article by the Forbes Business Development Council on insurance “…growth and retention will rest heavily on service-based strategies that improve the customer experience.”

While a recent customer loyalty survey conducted by Bain & Company highlights the implications of claims not investing in customer engagement technologies, where: 56% of respondents indicated claims digital channels were slow and difficult to understand, and – perhaps as a result – 20% said they want more seamless access to a live person.

It’s important for insurers to reimagine the desired brand experience, assess the impacts of new digital devices and capabilities, and figure out how they can work together to modernise the claims customer experience.

Engage insureds with proactive, personalized messaging

The industry’s longstanding customer engagement model of waiting to hear from the insured after something bad has happened is shifting to proactive outreach. Carriers, for example, now have a greater ability to map policies in force against predicted weather events and catastrophic (CAT) storm paths. This, in combination with the ease of communicating through digital channels, creates opportunities for carriers to proactively engage with insureds before, during, and after a claims experience.

Pre-event, personalised messaging to the insured’s desired channel can address safety, loss avoidance (eg links to emergency board-up services), and provide links and instructions on how to file a claim if damages occur.

A number of carriers have taken this one step further with proactive claims notifications, setting up a claim, and assigning an adjuster before the insured has even called to report the damage. One leading personal lines carrier leveraged aerial imagery post-hurricane Harvey to identify impacted autos that were protected under the policy.

Proactive, personalised messaging at scale can now round out the experience.

See the full report for more…

Link to Full Article:: click here

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