Eurogroup Consulting has published a new collective work featuring several leading figures from the insurance world: Vers une gestion des sinistres 4.0. These representatives of the sector's major player families give us their vision of the transformation of insurers' core business and the solutions they are testing or implementing.
Indeed, the data revolution, new technologies and digital solutions, in particular the contribution of AI, will accelerate the profound transformations of the insurance model. Our commitment to service, support and prevention is therefore clearly reinforced.
THE REASONS FOR THE BREAK-UP
The quest for continuous improvement has been the approach of most players in recent years. But today, we've reached a tipping point, or even a rupture. Indeed, the market's maturity regarding the impact of digital technology on business models is paving the way for more profound transformations.
That's why, behind these transformations in the claims management model, we're also going to discover the broader ruptures in the entire insurance model.
More demanding customers
Customers are becoming increasingly demanding of their insurers. Indeed, they are increasingly accustomed to new modes of interaction and practices that are evolving rapidly in other business sectors.
They want both :
- The best of digital, but a quality human relationship
- A rapid response to their needs but a personalized answer
- A good price that takes into account the various criteria in the proposed solutions
- Simple yet comprehensive care
We can therefore deduce that the expected new model is both digital and human. Indeed, what emerges is that the French prefer to call on a physical person to settle their claim.
Evolving risks
In a way, the above two aspects affect all business sectors, even if they may revolutionize some more than others.
The hallmark of the insurance industry is that it is also impacted by the transformation of the universes of need it protects smart cars, connected housing, e-health, etc.
50%
of French people would be willing to share their home data with their insurer
Smarter technologies
The development ofartificial intelligence is probably the real revolution of the moment. Without AI and dataHowever, omnichannelity is only partial, data is not always consolidated in a single database, and customers often have to share the same information with different contacts. AI will not only provide a better response to this problem, it will also make it possible to ultra-customized interfaces and answers offered to customers. Gradually, the transactional interfaces we know today will be replaced by conversational interfaces in natural language, with the ability to "talk", "talk", "talk", "talk", "talk", "talk", "talk", "talk" and "talk".smoother, more immediate interaction.
These new possibilities, combined with the multiplication of data sensors, will finally enable insurers switch from reactive to active mode proactive to their customers.
More mature managers
Numerous surveys of business leaders, including the Baromètre des Grandes Entreprises by Eurogroup Consulting in partnership with BFM Businessshow that the majority of managers have become aware of the importance integrate the technological, societal, social and environmental revolutions into their strategy and transformation.
What's interesting today is that leaders change their posture and discourse They talk about the transformation of professions.
TOWARDS A NEW INSURANCE BUSINESS MODEL
All these major changes in the claims management model point to a transformation of the insurance business model. This transformation is gradual, but it is having a profound effect on the sector.
For almost twenty years, we've been talking about the need to move towards service. Today, compensation will definitely give way to accompaniment. It's even likely that preventive measures will make a strong comeback to limit curative measures.
CONTRIBUTORS TO THE BOOK
- Marie BAZETOUX
President and CEO - Filassistance - Elise BERT LEDUC
Member of the Executive Committee in charge of Customer Management - Axa France - Nathalie BROUTÈLE
Chief Operating Officer - Natixis assurances - Thierry CASSAGNÈRES
Director of Standard P&C Claims and Indemnity Solutions - Generali France - Françoise PALLU
Claims Director - Natixis assurances - Non-life business line - Joaquim PINHEIRO
Former Managing Director, Customer Relations - Covéa Group - Françoise TERRY
Purple#Care Program Director - Natixis Assurances - Non-Life Business Line
Foreword by Maxime LETRIBOT, Partner - Eurogroup Consulting
This book is the fruit of several years' collaborative work with insurance industry professionals.
Each of these personalities brought his or her own analysis and vision of these issues. They have added their own convictions, solutions and sometimes specific approaches.
