INSURERS NEED TO TAKE A FRESH LOOK AT THEIR CUSTOMERS

The rising popularity of highly-personalized connected insurance services is forcing carriers to overhaul their marketing strategies. They can no longer rely on traditional methods of customer analysis to identify the needs of their policyholders.Demographic studies focusing on the age, wealth or geographic location of consumers, for example, don’t provide insurers with the insight they need to forge deeper ties with customers. The lure of digital products and services cuts across such categories. New approaches are needed that recognize the habits and behaviors of customers in the digital economy.

Spotlight

Johnson Insurance

For more than 130 years, we have been delivering high quality home, auto and travel insurance and group benefits to Canadians. Today, we are one of the country's leading and fastest growing providers of insurance products and benefits. We believe our success is a direct result of our focus on doing what's right for our customers and our employees.

OTHER ARTICLES
Insurance Technology

Cybersecurity Material for Private Companies

Article | July 14, 2022

Cyberattacks are one of the world's most pressing concerns. In fact, they were ranked among the top ten risks in the World Economic Forum's Global Risk Reports for 2020 and 2021. 1 According to the reports, cybercrime-as-a-service is becoming more affordable, accessible, and sophisticated. Though previously regarded as a technological issue, cybersecurity is now a growing ESG concern for private companies, investors, regulators, and consumers. Why cybersecurity is material for private companies Cyberattacks are significant issues for both private and public companies because they increase the risk of exposing confidential company information or sensitive customer data, disrupting supply chains, increasing regulatory scrutiny, and/or causing reputational harm. In 2021, the average cost of a data breach (including ransom payments and customer compensation) was $4.24 million per incident (the highest level in 17 years),8 and the global cost of cybercrime is expected to be $10.5 trillion annually by 2025. 9 Companies with marketable client or intellectual property information face increased financial risk as a result of the impact that data has on both their value and brand loyalty. Furthermore, firms that rely heavily on real-time operations can expect high per-minute costs of lost opportunity and revenue if a denial-of-service (DoS) attack occurs. As a result, while some attacks may result in no direct material loss, these risks can have a significant impact on a company's valuation by influencing brand perception and operating costs. Private companies should consider these potential risks when evaluating cybersecurity investments, as underspending can significantly increase long-term costs. Cybersecurity is a widespread and rapidly growing issue that has significant material impacts on private companies.These risks are especially relevant as private companies prepare to enter public markets, where strict oversight controls are regarded as good governance. Companies, in our opinion, must have the necessary expertise and infrastructure to navigate these significant risks and the corresponding increase in regulation and disclosure expectations.

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Insurance Technology

The Age of Sustainable Fixed-Income Investing Has Arrived

Article | July 15, 2022

Environmental, social, and governance (ESG) considerations have increasingly entered the mainstream of investment discussions, both through routine incorporation into traditional investment processes and through distinct sustainable or impact investing styles. Recent and current global conditions, such as extreme weather events, the inequitable effects of the COVID-19 pandemic, rising distrust of government institutions, and geopolitical challenges to a rules-based world order, have accelerated this trend, emphasizing the direct relevance of ESG and sustainability to understanding long-term market risks and opportunities. Until recently, equity investors were more concerned with ESG and sustainability than their fixed-income counterparts. That is, however, beginning to change, and at a rapid pace. ESG and sustainability have gained significant traction among bond investors, particularly since the implementation of COVID-19, and are now widely regarded as essential components of fixed income investing. For example, global sustainable debt issuance reached a new high of over US$1.6 trillion in 2021 and is expected to rise further in the coming years. Notably, we believe that ESG integration and sustainable fixed-income investing require a very deliberate, thoughtful approach — one that varies significantly from one fixed-income sector to the next. ESG and sustainability: At a high level, researchers believe that increased awareness of ESG and sustainability benefits global markets in two ways: 1. ESG integration allows market participants to think more holistically about the types of financially material risks and opportunities — such as physical, reputational, and (geo)political — that should ideally be reflected in asset valuations and taken into account during the routine portfolio construction and management process. 2. Furthermore, the conversation about sustainable investing is encouraging more market participants to look beyond narrow, issuer-specific investment thesis to consider how market participants' behaviors affect the broader systems and structures (e.g., climate stability, institutional strength) whose long-term viability is critical for the long-term health of economies and markets. We, like many others, believe that a stable global climate, clean air and water for all, adherence to the rule of law, strong institutions with broad public legitimacy, and broad-based access to economic opportunity are valuable public goods from which market participants would benefit collectively over time. As a result, a central goal of sustainable investing is to assist markets in evolving toward rewarding participants for exercising responsible stewardship of these public goods, which are critical to pursuing favorable long-term outcomes for the real people who are the ultimate beneficiaries of markets. This framing of sustainability highlights why fixed income is so important in moving global markets and economies in a more sustainable direction.

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Insurance Technology

How Will COVID-19 Affect Insurtech

Article | July 19, 2022

It is common knowledge that there is virtually no industry that has been immune to the effects of COVID-19. The global pandemic has caused massive shifts in individual and industrial behavior and will continue to do so in the months, if not years, to come. The P&C industry, like many others, is reeling from the effects of the virus. Amidst all these events, it is important to assess how the insurtech industry is going to be affected by COVID-19.

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Insurance Chatbots: Optimizing Customer Experiences

Article | April 13, 2020

Artificial intelligence (AI) has changed the insurance industry – and customer service is no exception. One of the most common forms of AI are the use of chatbots, which Forbes defines as “software functionality that is designed to receive conversational input through text of voice and then generate a response that is also in natural language.” In other words, instead of interacting with a human, you’re “chatting” with a bot that’s programmed to understand your questions and direct you to the right place.

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Spotlight

Johnson Insurance

For more than 130 years, we have been delivering high quality home, auto and travel insurance and group benefits to Canadians. Today, we are one of the country's leading and fastest growing providers of insurance products and benefits. We believe our success is a direct result of our focus on doing what's right for our customers and our employees.

Related News

ICA to host insurance consultations as Townsville recovery continues

insurancebusinessmag | July 08, 2019

The Insurance Council of Australia (ICA) will host one-on-one consultations as well as an insurance forum for policyholders impacted by the February monsoonal deluge that severely affected many parts of Townsville.

Read More

Insurtech growth in Canada opens up opportunities for insurers and brokers

insurancebusinessmag | July 08, 2019

Insurtech hackathons arent all fun and games. On the contrary, insurers in Canada are seeing a ton of value in taking part in these events and getting insight into ideas that participants are bringing to the table, which have the potential to bring benefits to the insurance industry.

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Lloyd’s demands insurance policies be explicit about cyber coverage

insurancebusinessmag | July 05, 2019

It looks like silent cyber has become deafening for Lloyds of London, which is now requiring clarity of coverage for cyber exposures in all insurance policies.In a new market bulletin, Lloyds said it believes it is in the best interests of customers, brokers, and syndicates alike for all policies to be clear on whether losses caused by a cyber event are covered.

Read More

ICA to host insurance consultations as Townsville recovery continues

insurancebusinessmag | July 08, 2019

The Insurance Council of Australia (ICA) will host one-on-one consultations as well as an insurance forum for policyholders impacted by the February monsoonal deluge that severely affected many parts of Townsville.

Read More

Insurtech growth in Canada opens up opportunities for insurers and brokers

insurancebusinessmag | July 08, 2019

Insurtech hackathons arent all fun and games. On the contrary, insurers in Canada are seeing a ton of value in taking part in these events and getting insight into ideas that participants are bringing to the table, which have the potential to bring benefits to the insurance industry.

Read More

Lloyd’s demands insurance policies be explicit about cyber coverage

insurancebusinessmag | July 05, 2019

It looks like silent cyber has become deafening for Lloyds of London, which is now requiring clarity of coverage for cyber exposures in all insurance policies.In a new market bulletin, Lloyds said it believes it is in the best interests of customers, brokers, and syndicates alike for all policies to be clear on whether losses caused by a cyber event are covered.

Read More

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