Signed in as:
filler@godaddy.com
The insurance market runs on expertise, but it’s held back by disconnected systems and outdated manual processes.
For example:
- Underwriters spend more time managing emails and PDFs than evaluating risk
- Critical data is buried in documents, forcing teams to rekey the same information again and again
- Systems don’t integrate, slowing down workflows and collaboration
- Quoting, responding, and renewing take longer than it should
- And while inefficiency becomes the norm, customers are left waiting — or walking away
Organisations need to respond to an increasing number of macro factors, for example:
- Environmental - Social and Governance aspects require greater transparency and accountability for our impact on the ecosystem.
- Access to the marketplace - customers and talent have increased; this “accessible world” is both an opportunity and a risk with greater competition for business and talent.
- Culture and Operating Models - are changing due to a distributed workforce. We must find ways to help our teams survive and thrive in this new environment.
- Customer sophistication and demand - require us always to be accessible, support self-service, and provide flexibility and interoperability.
STAKEHOLDER EXPECTATIONS HAVE INCREASED MARKEDLY IN TERMS OF:
- Speed and Responsiveness - accessing support, documents, and account information.
- The Ability To Self-Serve - for example, policy amendments, loss notification, to track claim progress
- 24/7 Access - Supporting the entire value chain processes, not just policy purchases.
- Omnichannel - Supporting switching channels mid-process, such as filing a First Notice of Loss (FNOL) via the app and receiving claims support (voice, image, video) via a website or mobile device.
- Personalisation - The ability to control content, process, and channel and reach a wider audience.
- Multidirectional engagement: Creating a more personal and interactive experience rather than just a service the consumer has to find.