Connected, revolutionary buyer experiences | Auto Financiez


The latest Qorus Accenture Innovation in Insurance Awards highlighted the world’s main insurance coverage changemakers. The winners of every class stood up towards robust competitors with initiatives that weren’t solely revolutionary, however efficient and with measurable impression. In this weblog collection, I can be delving a bit deeper into every class, illustrating how every winner is on the forefront of innovation. Before we start, you might discover a change – Efma not too long ago modified its title to Qorus to mirror its international relevance within the monetary companies panorama and reinforce its deal with the group.

It’s necessary to contextualize any dialogue on innovation with the forces at the moment driving the insurance coverage panorama. New rising dangers and a remodeling threat panorama current new dangers (environmental, local weather change) and alternatives (cyber, new digital economies, new infrastructure) for insurers. The convergence of industries and rising ecosystems is driving product innovation, new distribution methods and gamers. Together, these parts are collaborating to develop the worth proposition of insurers, from reactive threat indemnification to proactive and ongoing threat prevention and mitigation. Also, the brand new enterprise surroundings we’re in, which incorporates increased inflation charges and a probably recessionary surroundings, would require improvements to additionally handle effectivity/bottom-line targets to the good thing about each insurers and policyholders (the Discovery case is an effective illustration).

On high of this, we have now witnessed healthcare turning into a central pattern. Accenture’s Insurance Revenue Landscape 2025: Innovate for resilience research anticipates monumental income alternatives for insurers from well being/wellness and life services.

In a latest survey, Redefining Wellness: Global Survey Sheds New Light on Opportunities for Insurers, RGA, a life and well being reinsurer, discovered that an awesome variety of insurers – 85% – reported making wellness a ‘precedence’ and an integral a part of the options being developed to help buyer wants, with practically 3/5 of respondents incorporating wellness into product choices, together with insurance-linked wellness applications, applied sciences, and instruments.

Connected Ecosystems & Marketplaces – AIA (Thailand)

This insurance coverage shift in the direction of wellbeing is obvious in our Connected Ecosystems & Marketplaces 2022 class, which celebrates revolutionary practices that give rise to new enterprise fashions, scalable end-to-end worth propositions that capitalize on the facility of partnerships, platforms and the Internet of Things. The class winner, AIA (Thailand) obtained the award for its ALive cellular utility. This ecosystem of well being and wellness choices goals to place group at its core by supporting younger households and serving to them lead more healthy, longer and higher lives.

Prashant Agarwal, Head of Digital Marketing, AIA Group, says “Life and well being are two areas the place the insurer’s business targets and the buyer’s private ones overlap fully. The more healthy you’re and longer you reside, the higher the insurer does too. Therefore, wellness is the end result clients search, however it’s merely higher enterprise too. We embrace shared worth as a basic precept of how we function, increasing nicely past the function a transactional payer of claims, to a relational associate to our clients’ all through their life and well being journeys. This creates a triple win: for the shopper, AIA, and society, assuaging the burden of a public well being disaster for governments.”

Product & Service Innovation – Discovery Health

In the Product & Service Innovation award, this 12 months’s winners Discovery, a life and well being insurer from South Africa, illustrated the facility of innovation with the shopper on the centre with its Discovery Hospital at Home innovation. The product gives another care setting for a variety of medical and post-surgical situations that might in any other case require hospital admission.

Dr Botho Mhozya, Head of Health Professional Risk and Hospital at Home, Discovery Health says, “Globally, the COVID-19 pandemic has accelerated the adoption of digital healthcare applied sciences by sufferers and healthcare suppliers and pushed the proliferation of digital / “at Home” care supply. Accenture’s 2020 Digital Health Consumer Survey discovered that sufferers embraced digital care through the pandemic, with the bulk discovering digital care nearly as good or higher than in-person care. Approximately 60% of those sufferers would need to use expertise and digital care extra going ahead. At Discovery, the elevated adoption of digital healthcare has been evidenced by the exponential enhance in using telemedicine with Discovery Connected Care logins having elevated by 763% since 2019. This elevated adoption of digital healthcare globally and the necessity to ease the burden on more and more overwhelmed healthcare methods, highlighted the affected person’s dwelling as an necessary and related setting for delivering healthcare. This introduced a singular alternative for expertise to allow supply of secure, environment friendly, and handy hospital-level medical care in a house surroundings.”

Discovery Health launched Discovery Hospital at Home to offer another setting of look after members identified with COVID-19. More than 100 members of the Discovery Health Medical Scheme have been efficiently handled for COVID-19 of their properties throughout 2021, all with the identical or improved ranges of medical outcomes and a greater affected person expertise. In January 2022, the programme eligibility standards have been expanded to incorporate all clinically acceptable medical and post-surgical situations that might in any other case require admission to a hospital for normal ward stage of care. The programme was additional expanded to make sure nationwide availability of the service and the capability prolonged to allow admission of as much as 750 sufferers at any given time. This makes it the most important hospital at dwelling supplier in South Africa.

Mhozya provides, “The pandemic additionally confirmed us that controllable behaviours drive outcomes of not solely non-communicable ailments however communicable ailments as nicely, with international analysis demonstrating that greater than 50% of COVID-19 associated deaths are attributed to people with three or extra comorbidities. Business fashions that assist make individuals more healthy, whereas concurrently decreasing the value of insurance coverage, subsequently have the potential to make a profound contribution to society by constructing resilience towards each non-communicable and communicable ailments and serving to people and healthcare methods climate extreme shocks. The rise in availability and adoption of digital healthcare instruments can be enabling insurers to collect extra knowledge, and supply extra focused well being interventions, than ever earlier than.”

The buyer want for seamless, distant experiences extends past healthcare. The mixture of demographic and socio-cultural adjustments, along with larger technological capabilities are driving insurers to improve their insurance coverage options to extra clear, customized, seamless, and omni-channel services throughout the board. For instance, using clever applied sciences is remodeling the way in which the insurance coverage business approaches claims. And this isn’t solely to the good thing about youthful digital-savvy clients. As reported within the newest Accenture Insurance Global Consumer Study, older customers present an rising desire for digital claims with 71% saying they want the web chat/video insurance coverage declare course of to interchange the standard in-office declare course of.

Customer Experience – Allianz Partners

This shift comes by way of within the winner of the Re-imagining the Customer Experience 2022 award – Allianz Partners’ Visi’ Home. José Antonio Molleda, Global Head of Product Management and Innovation Home Assistance at Allianz Partners says, “The pandemic put strain on properties as they remodeled into a college, an workplace, a childcare facility, and all the things in between. In this context, surprising issues at dwelling will be particularly traumatic: electrics, gasoline dysfunction, heating breakdown, and so forth. At Allianz Partners we act as guardian angels defending what actually issues, by combining digital intuitive options and the human contact to actually construct distinctive experiences all through key moments of our clients’ life. Based on this ethos we created a product that, by way of distant dwelling help, connects clients with knowledgeable declare handler at any time, offering fast prognosis of the issue {and professional} steerage to repair it on the spot when it’s attainable, or straight setting an appointment with the proper craftsman.”

Visi´Home was launched in July 2021, delivering promising leads to the primary three months. He provides, “First name decision fee elevated by 18%, whereas decision time was dramatically decreased, leading to an enhanced general buyer expertise. Customers worth comfort essentially the most, proper after immediacy and empathy from our knowledgeable declare handlers. By fixing the issue on the spot by way of distant help and with out the intervention of a craftsman, clients can have all of it. Last however not least, Visi´Home permits a big discount in CO2 emissions by way of 15% of prevented interventions which has additionally been positively obtained by our clients.”

As these three Innovation in Insurance winners present, aligning to buyer wants and utilizing expertise strategically can open up new channels of worth. Look out for the following article within the collection the place I’ll talk about the leaders of the opposite classes.

See the total 2022 Qorus Accenture Innovation in Insurance checklist.

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Disclaimer: This content material is offered for normal data functions and isn’t supposed for use instead of session with our skilled advisors.


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