Preventing claims by proactively managing risks through data, analytics and connected devices is one of the most fascinating developments that I see on the horizon for the insurance industry.
At a strategic level it could fundamentally change the relationship customers have with an insurer. Savvy insurers are partnering with tech providers of IoT devices to offer protection and actively manage risks to prevent or minimise claims. This is not only good for the loss ratio but also provides the opportunity to increase the number of value add interactions and create a much deeper relationship. On the flip side there is a risk that providers of other services with existing, and better, customer engagement could develop similar services and grab market share.
At an operational level the technology challenges within most insurance companies to deliver this kind of service are huge. I'm sure we will be hearing more about the fast moving area in the coming months.
The second of four trends, which I’m discussing in this series on how digital is reshaping customer service in insurance, is the bias toward prevention rather than cure. The gist of it is that carriers today have access to data and predictive technologies that allow them to detect whenever a customer problem arises – sometimes even before the customer is aware of it. This enables them to take pre-emptive action before it escalates into something serious.