After three years or so of dabbling with insurtech incubators and startups, implementing limited customer UX projects insurers must move fast. They do not have the time to spend a year or more digitally transforming.
Because the spoils of success will only go to a few insurers in each market according to detailed research by McKinsey described in "Winner takes most in digital transformation". Maybe up to 5 with the rest living on thin gruel.
And in the background there is always the threat of digital giants like Amazon, Google and Zong An.
Choosing a digital platform that can be deployed in weeks without an army of consultants and techies will sort the wheat out from the chaff. Not just for FNOL but the whole claims value chain:-
- through gaining all the data & insights to
- make an offer, decline or refer to fraud
- And manage the supply chain for replacement & repair
- Action payment, replacement and repair
- deliver the MI for better decision making and planning
That means insurers need to be able to continue with their core systems of record otherwise the lead-time will extend too long not to mention cost and complexity overwhelm projects.
That can only mean a fully functional digital wrapper with unique & secure URL integration for each claim to core systems. And a single digital record for every claim for relevant insights to be shared securely with all those involved in the value-chain. Not least the customer.
She needs to gain from close engagement with the insurer with self-service driven from their phone, tablet and/or PC keeping them fully informed and able to see fast and positive progress.
All without costing millions upfront, and commercially viable pay-as-you-go pricing.
No- "360Siteview" is already proven and scalable with blue-chip reference cases.
Overall we’ll see a move from ornamental products that change consumer experience, to core solutions that will bring greater efficiency to an industry with $5 trillion in premiums in the U.S. alone last year. Even a 1 percent increase in cost savings translates to a multi-billion-dollar opportunity. Watch for things to heat up as insurers and tech startups get into the details and identify where they can work together to make an impact.