There is a pack of insurtech insurgents hunting down your customers. Time to digitally disrupt them!
Lemonade’s recent announcement 14,315 homes insured - beating its business plan and forecast – represents one small step for Lemonade and one potentially big step backwards for analogue, incumbent insurers.
Similar competitors, target other insurance customer segments – Trov for personal items, Slice for Airbnb home sharing, So-sure for Smart Phone, the list grows every month.
These digitally disruptive competitors are like African Hunting Dogs. Individually too small to harm giant prey, like you, but collectively, able to bring down large beasts, given enough time.
It’s a dilemma! While your current analogue model seems to still be working, new investment in digital transformation always seems to face contradictory goals and questions. How do we: -
- Achieve the FAST settlement of claims like Insurtech rival Lemonade delivers and still have the time to detect fraud?
- Deliver an Airbnb class digital experience to customers from inflexible, complex legacy core systems?
- Compete with agile single product insurers like Lemonade when we have complex product & geographical portfolios to manage?
- Plan better customer journeys & experience when our data is in multiple silos, mostly unstructured and inaccessible?
- Improve customer satisfaction which implies more costs and strip out operating costs at the same time?
It's fine if you could just tear up current processes and start again. Then you could plan and implement optimal customer journeys that have more sparkle than Lemonade.
Well there is a way forward. Forget the Lemonade fizz. Put zest back into your customer’s journeys and user experiences despite the limitations of core systems of record. See “The Single Digital Record”
This is the key to delivering a new customer journey and experience to your customers; quicker, more engaged, and certainly the digital experience millennials and older customers yearn for.
Lest I forget, congratulations to Lemonade for showing what can be done and laying down the challenge to incumbent insurers to beat them at their own game. And in case you thought you can delay, remember McKinsey’s warning that the early adopter captures the lion’s share of profits.
Customers are ditching incumbents for Lemonade Customers switch to Lemonade from old insurance companies on a daily basis, with 21.5% of switchers coming from GEICO, 20.5% coming from State Farm, 17.1% from Allstate, 10.5% from Liberty Mutual, 5% from Progressive and the rest from companies like Farmers, USAA and others.