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Reimagining Service: Insurance spotlight

Blog
29th July 2020

COVID-19 has dramatically impacted millions of lives and fundamentally changed the direction of the global economy, but what are the emerging implications for the insurance industry, which is currently inundated with enquires and claims across all areas of cover?

Half a million UK businesses have shut down, 20% of the workforce furloughed and revenue expectations and profitability has been severely reduced. Whilst insurance was less visibly impacted than sectors like travel and tourism, 2020 losses are still estimated at a considerable $200bn globally. Survival has now become a medium-term question and with the expectation of legal challenges, consolidation and increased loss ratios, radical changes are on the horizon.

Flexibility and speed of response has created frontrunners, and interestingly, type of risk alone is not dictating the level of impact. This now hinges on multiple factors, including leadership, culture, digital maturity, and the way organisations have designed their operating model.

What’s next?

There are some emerging characteristics for success, the most obvious perhaps being the critical business continuity provided by investing in supported homeworking, which has in many cases helped to increase productivity and decrease advisor attrition. A heightened focus on swift regulatory compliance and vigour in commitment to operational resilience has also been a crucial factor.

It’s clear that shifting business to digital platforms has created much needed traction too, but this reactionary approach must now become mature, otherwise it will continue to deliver fragmented and frustrating customer journeys. And, companies that invest in mitigating the human impact of the pandemic will reap the benefits in public perception and employee commitment and satisfaction.

Often borne out of necessity (like car or business insurance) or for peace of mind (like home and personal cover), insurance can coincide with major life events that carry a deep emotional impact, so concentrating on relationship building and platforms that inspire trust will help brands to build better experiences and drive scale.

Humanising, streamlining and redesigning operating models should remain high on the insurance transformation agenda, as a critical fulcrum for engaging and creating customer loyalty. Insurance must now build on the momentum of change generated to thrive and ensure genuine longevity, in this new and challenging world.

To discover more about customer service models post COVID-19 read our new Whitepaper, a joint publication with Gobeyond Partners, part of the Webhelp group, on Reimagining service for the new worldwhich is underpinned by our unique industry perspective alongside new research to discover the operating models of the future.


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